Shaneece Gayle
Mandeville
Summary
Dynamic and results-oriented Customer Service-Retail and Technical Support professional with over 6 years of experience in providing exceptional service at Sutherland Global Services. Adept at resolving issues and conducting customer needs assessments. Skilled in active listening, teamwork, and communication, with a strong focus on adaptability and organizational efficiency. Skilled in supporting human resources functions, excluding payroll and timekeeping. Have experience in managing employee records, assisting with recruitment processes, and enhancing workplace culture. Strengths include strong organizational abilities, effective communication skills, and the capacity to handle confidential information discreetly. Contributed to improving HR workflow processes and employee satisfaction through proactive support and initiative.
Overview
8
8
years of professional experience
Work History
MHLS HR Assistant-Amazon ERC
Sutherland Global Services
Mandeville
09.2024 - Current
- Enforced HR policies and advised employees on labor regulations and company procedures.
- Updated HR databases with employee changes in position, salary, and personal information.
- Examined employee files to answer inquiries for assistance with personnel actions.
- Responded to internal and external HR-related inquiries or requests.
- Searched employee files to obtain information for authorized persons and organizations.
- Managed employee relations issues including grievances, complaints, and disputes as needed.
- Monitored timekeeping records for accuracy and completeness.
- Managed confidential employee information with discretion and integrity.
- Processed paperwork related to grievances, performance evaluations, classifications and employee leaves of absence.
- Answered questions regarding salaries, benefits and other pertinent information.
- Guided employees through automated self-service platform for real-time attendance tracking and queries.
- Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
Technical Support Representative
Sutherland Global Services
Manchester
08.2018 - Current
- I possess advanced skills in diagnosing and resolving hardware and software issues, coupled with extensive experience in guiding customers through device setup, configuration, and usage.
- Additionally, I excel in creating and managing trouble tickets using sophisticated ticketing systems.
- My communication abilities are exceptional, allowing me to articulate complex technical concepts clearly to non-technical individuals.
- I thrive in fast-paced, high-pressure environments while upholding a professional demeanor.
- My meticulous nature ensures accurate documentation of customer interactions and technical solutions.
- Through efficient troubleshooting methods, I successfully reduced average ticket resolution time by 40%.
- Furthermore, I enhanced Customer Contact Experience Usability (CCXU) by implementing customer-centric strategies, resulting in improved user experience and heightened satisfaction levels.
Customer Service Representative
Sutherland Global Services
Manchester
10.2017 - Current
- I have been responsible for providing excellent customer service and resolving customer issues.
- Utilizing my strong problem-solving skills, I address customer needs and ensure their satisfaction.
- Additionally, I am skilled in multitasking and have the ability to handle multiple customer inquiries simultaneously.
- I've Consistently maintained CSAT score above 90% by resolving customer issues promptly and effectively.
- Achieved first call resolution rate of 85%, reducing the need for follow-up calls and improving overall customer experience.
- Responded to customer inquiries within an average of 30 seconds, exceeding company standards for responsiveness.
- Exceeded upselling and cross-selling targets by 20%, contributing to increased revenue generation.
- Maintained QA score of 95% based on adherence to company policies, procedures, and service standards.
Education
Primary Education -
Bethlehem Moravian College
Malvern, St. Elizabeth06.2013
Skills
- Customer service
- Computer literacy
- Time Management
- Technical Support
- Active listening
- Escalation Management
- CRM Software
- Call Center Experience
- Problem Resolution
- Microsoft Suites
- Google Workspace
- Employee relations
- HR policy enforcement
- Database management
- Timekeeping management
- Record keeping
- Conflict resolution
- Effective communication
- Problem solving
- Employee surveys
- Attention to detail
- Time management
- Verbal and written communication
- Shift change procedures
- Workers' compensation
- Administrative skills
- Employee onboarding
- Eligibility requirements
- Attendance management
- Records maintenance
- Microsoft office
Languages
English, C1 Advanced
References
References available upon request.
Timeline
MHLS HR Assistant-Amazon ERC
Sutherland Global Services
09.2024 - Current
Technical Support Representative
Sutherland Global Services
08.2018 - Current
Customer Service Representative
Sutherland Global Services
10.2017 - Current
Primary Education -
Bethlehem Moravian College
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