Summary
Overview
Work History
Education
Skills
Timeline
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Shaneire Drackett

Mandeville

Summary

Dynamic operations manager with a proven track record at Sutherland Global, enhancing service delivery and customer satisfaction through strategic initiatives. Skilled in problem-solving and coaching, I led cross-functional teams to implement process improvements, fostering collaboration and driving significant cost savings while mentoring junior associates for professional growth.

Overview

8
8
years of professional experience

Work History

Senior Associate Manager

Sutherland Global
09.2023 - 08.2024
  • Led cross-functional teams to implement process improvements, enhancing operational efficiency and service delivery.
  • Developed strategic initiatives that increased customer satisfaction and loyalty through targeted engagement strategies.
  • Mentored junior associates, fostering professional growth and ensuring adherence to best practices within the team.
  • Collaborated with stakeholders to define objectives, aligning resources with organizational goals for successful execution.
  • Conducted performance evaluations, providing constructive feedback and identifying areas for skill enhancement among team members.
  • Cultivated strong relationships with key stakeholders, fostering collaboration and open communication.
  • Boosted employee engagement by facilitating regular team meetings that fostered open communication and collaboration among colleagues.
  • Assisted in talent acquisition efforts by participating in interviews, assessing candidate qualifications.
  • Supervised day-to-day operations to meet performance, quality and service expectations.

Associate Manager

Sutherland Global
05.2016 - 08.2024
  • Executed daily operational tasks, ensuring timely completion of projects and adherence to quality standards.
  • Coordinated team activities to enhance workflow efficiency and promote collaboration among staff members.
  • Executed and streamlined onboarding process and enhancing team productivity.
  • Assisted in implementing process improvements that enhanced service delivery and increased customer satisfaction.
  • Analyzed performance data to identify trends, supporting management decisions with actionable insights for improvement.
  • Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
  • Mentored junior team members, contributing to their professional growth and skill development.
  • Proactively identified areas for improvement, implementing solutions that led to significant cost savings.

Trainer

Sutherland Global
09.2016 - 04.2018
  • Assisted in developing training materials to enhance participant understanding of core concepts.
  • Collaborated with experienced trainers to observe and learn effective instructional techniques.
  • Engaged participants through interactive activities, fostering a positive learning environment.
  • Supported logistical arrangements for training sessions, ensuring smooth operations and timely execution.
  • Adapted training approaches based on diverse learning styles of participants to maximize engagement.

Senior Customer Service Supervisor

Sutherland Global
07.2016 - 09.2016
  • Supervised daily operations of customer service team, ensuring high standards of performance and service quality.
  • Monitored key performance indicators, identifying trends to optimize team productivity and operational efficiency.
  • Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
  • Implemented feedback mechanisms to gather customer insights, improving response strategies and service delivery.
  • Resolved escalated customer issues efficiently, fostering positive relationships and enhancing overall satisfaction levels.

Education

Bachelor of Science - Nursing

University of The West Indies
5 Gibraltar Camp Way, Mona, Kingston 7, Jamaica,
05-2029

High School Diploma -

Denbigh High School
Denbigh, Clarendon
06-2009

Skills

  • Operations management
  • Multitasking and organization
  • Time management
  • Problem-solving
  • Customer service
  • Verbal and written communication
  • Coaching and mentoring

Timeline

Senior Associate Manager

Sutherland Global
09.2023 - 08.2024

Trainer

Sutherland Global
09.2016 - 04.2018

Senior Customer Service Supervisor

Sutherland Global
07.2016 - 09.2016

Associate Manager

Sutherland Global
05.2016 - 08.2024

Bachelor of Science - Nursing

University of The West Indies

High School Diploma -

Denbigh High School

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Shaneire Drackett