Sherece Perry
Hellshire
Summary
Experienced Team Manager with a proven record of working steadfastly and diligently to contribute to the growth and development of the organization to which I am employed. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Call Center Agent
FullGram Solutions
01.2011
- Educational Advisor – provided information on opportunities available in the American educational system for those wishing to upskill and improve academic qualifications.
Team Manager
Care Solace
08.2021 - Current
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities and monitored performance.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Evaluated employee performance on daily basis and coached and trained 10 team members, increasing quality of work and employee motivation.
Team Manager/Supervisor
Ibex Global Jamaica
01.2017 - 12.2021
- Responsible for overseeing all activities within team
- Responsible for distributing information to team members and stakeholders
- Coached team members
- Responsible for deciding on how to approach tasks and develop a plan to accomplish them
- Identify team goals and evaluate team progress
- Resolve conflicts
- Organize team initiatives.
- Evaluated employee performance on daily basis and coached and trained 18 team members, increasing quality of work and employee motivation.
- Evaluated employee performance on weekly basis and coached and trained 18 team members, increasing quality of work and employee motivation.
Customer Service Representative
Sutherland Services
01.2017 - 03.2017
- Responded to products and services queries and processed payments
- Performed general account maintenance
- Up-selling customers new products or services.
Customer Service Representative
Digicel Jamaica LTD
01.2013 - 01.2016
- Provided technical support for problems with handsets
- Advised customers of products and service offered by the company
- Provided account information.
Customer Service Representative
RKK Services
01.2011 - 01.2012
- Troubleshoot customer issues with transactions/orders made
- Provided technical support for product suite offered
- Assisted customers with bill queries
- Marketed and sold new product and services suites to customers.
Customer Service Representative
Xerox Company (E Services Group International)
01.2009 - 01.2010
- Responsible for troubleshooting/technical support
- Marketed and sold new product and services suites to customers
- Assisted customers with account/bill queries.
Education
Some College (No Degree) -
Portmore Community College
Portmore, JamaicaHigh School Diploma -
Convent of Mercy Academy
01.2006
Skills
- Assertiveness
- Complaint resolution
- Product Sales
- Account Updates
- Computer Skills
- MS Office
- Office equipment proficiency
- Team Development
- Customer Education
- Conflict Mediation
- Data Management
- Call center experience
- Technical Support
- Follow-up skills
Hobbies and Interests
- Reading
- Swimming
- Traveling
- Learning new things
Timeline
Team Manager
Care Solace
08.2021 - Current
Team Manager/Supervisor
Ibex Global Jamaica
01.2017 - 12.2021
Customer Service Representative
Sutherland Services
01.2017 - 03.2017
Customer Service Representative
Digicel Jamaica LTD
01.2013 - 01.2016
Call Center Agent
FullGram Solutions
01.2011
Customer Service Representative
RKK Services
01.2011 - 01.2012
Customer Service Representative
Xerox Company (E Services Group International)
01.2009 - 01.2010
Some College (No Degree) -
Portmore Community College
High School Diploma -
Convent of Mercy Academy
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