Shanica Francis-Barrett
Palmyra District,Little River P.O St.James
Summary
Knowledgeable Customer Care Officer with proven ability to resolve customer issues efficiently and maintain high levels of satisfaction. Successfully managed high volume of customer inquiries and provided tailored solutions to enhance customer experience. Demonstrated good communication and problem-solving skills to address and resolve customer concerns.
Overview
16
16
years of professional experience
Work History
Senior Telephone Operator
Cornwall Regional Hospital
09.2023 - Current
- Supervised the Customer care assistant team of ten employees
- Complete monthly reports
- Participated in regular meetings with the manager to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Operated switchboard and routed incoming calls to appropriate departments.
- Assisted in training new staff on call handling procedures, elevating overall team performance.
- Complete staff evaluations
- Complete monthly shifts for staff
- Directed emergency calls to appropriate departments, ensuring swift action for critical situations.
- Complete monthly audit,coaching and development for staff.
Quality Assurance Analyst
Centerfield Jamaica
04.2018 - 09.2023
- Listened to calls either recorded live or side-by-side while communicating feedback.
- Encouraged good practices and discouraged bad ones.
- Identified calls failing to meet predefined standards and identified the problem.
- Implemented agent training and coaching initiatives.
- Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.
- Provided reviews for customer feedback and escalations to management.
Sales Representative
Centerfield Jamaica
02.2013 - 04.2018
- Introducing promotions and opportunities to customers.
- Cross-selling products to increase purchase amounts
- Achieving established goals.
Customer Service Representative
ACS a Xerox Company
09.2009 - 02.2013
- Work with irate customers to ensure customer satisfaction
- Share ideas with peers to reach office level results
- Log customer calls and complaints
- Renewed customer policies, taking accurate, up-to-date information for reliable records.
- Report employee reviews monthly during supervisor meetings
- Answered customer calls quickly and professionally, efficiently redirecting enquiries to relevant departments.
- Worked with exceptional efficiency to consistently achieve call handling timeframe targets.
Education
Certificate in Supervisory Management-Pending
Northern Caribbean University
01-2025
Associate Degree - in Social Work
Montego Bay Community College
2019
Caribbean Examination Council- - English Language, Social Studies, Biology, Food & Nutrition, Home-Economic Management, Agriculture
Winston Jones High School-
2005
Skills
- MS Excel, PowerPoint, Word
- Team Player
- Analytical abilities
- Excellent communication
- Documentation and reporting
- Data entry
- Quality assurance monitoring
- Team player
- Administrative support
References
Mr Stanton Baker (JP)
Tel:8763683394
Mr Kenya Dwyer (Pastor)
Tel:8768560905
Timeline
Senior Telephone Operator
Cornwall Regional Hospital
09.2023 - Current
Quality Assurance Analyst
Centerfield Jamaica
04.2018 - 09.2023
Sales Representative
Centerfield Jamaica
02.2013 - 04.2018
Customer Service Representative
ACS a Xerox Company
09.2009 - 02.2013
Caribbean Examination Council- - English Language, Social Studies, Biology, Food & Nutrition, Home-Economic Management, Agriculture
Winston Jones High School-
Certificate in Supervisory Management-Pending
Northern Caribbean University
Associate Degree - in Social Work
Montego Bay Community College
Similar Profiles
Shannett Barker-CampbellShannett Barker-Campbell
Registered Nurse at Cornwall Regional HospitalRegistered Nurse at Cornwall Regional Hospital
Jodean Brown-BeckfordJodean Brown-Beckford
BSN, RN, CNII at Duke Regional HospitalBSN, RN, CNII at Duke Regional Hospital
Careen BaileyCareen Bailey
Acute Care Medical-Surgical RN at Kennestone Regional Medical CenterAcute Care Medical-Surgical RN at Kennestone Regional Medical Center