Sheriffa Cousins
Kingston
Summary
A skilled associate with a solid foundation in customer service, call center operations, complemented by experience and client-focused roles at, high-quality performance. Known for upholding company standards through empathy, integrity, and clear communication, while contributing to team success and service excellence across different touchpoint.
Overview
2026
2026
years of professional experience
Work History
Laison Officer
Office of the Prime Minister
Kingston
06.2025 - 06.2025
- Maintained an open line of communication with the Bermuda’s delegation and heads of the CARICOM Conference, ensuring satisfaction and addressing any concerns promptly.
- Coordinated logistics and documentation workflows for delegation activities, including schedules, follow-ups, and other personal meetings, to optimize and support the seamless execution of the conference’s objectives.
- Acted as a primary point of contact the delegation, applying to ensure high-level service delivery and representational excellence.
- Provided subject matter support on national interests and regional policies, contributing to informed discussions of collaborative solutions; shared insights post-event to enable knowledge transfer and continuous process improvement.
Customer Service Representative
Sutherland Global
Kingston
02.2025 - Current
- Demonstrated empathy and integrity in every customer interaction by actively listening to concerns related to fraud, billing, or service disruptions, ensuring transparent communication while upholding confidentiality and maintaining customer trust in compliance with company and regulatory standards.
Customer Service Representative
Sutherland Global
Kingston
11.2024 - 12.2024
- Handled high-pressure scenarios with professionalism and composure.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered high-quality customer support through personalized assistance with custom product detailing (e.g., cards and calendars).
- Handled refunds and customer escalations in compliance with company policies, maintaining a strong focus on resolution time and customer satisfaction.
Clerk
National Housing Trust
Kingston
2021 - 2023
- Designed Excel-based scoring system for major Mortgage Registry project.
- Execute quality control protocols for documentation.
Education
Bachelor Of Science - Pub. Policy And Mgmt, Intl Relation (majors)
University of West Indies - Mona
NVQ Level II - Records Management
HOPE Programme
02.2022
CAPE - Entrepreneurship-II, Caribbean Studies-III, Sociology -III, and Law -V
Camperdown High School
01.2019
CAPE - Caribbean Studies -IV, Sociology-IV, Law-V, And Literatures in English-V CSEC: English A-I, Religious Education -II, Caribbean History-III, Social Studies -III And Office Administration -III
Mona High School
01.2019
Skills
- 1 Product & Process Knowledge
- Deep understanding of company services, policies, and procedures
Ability to translate complex information into clear, actionable guidance - 2 Quality Assurance & Compliance
- Monitoring adherence to quality standards, scripts, and regulatory guidelines
Supporting audits, case reviews, and process improvements - 3 Communication & Interpersonal Skills
- Clear professional verbal and written communication
- Strong emotional intelligence and ability to build trust with both agents and customers
- 4 Adaptability & Time Management
- Staying calm and solution-oriented under pressure
References
References are available upon request
Accomplishments
UWI Mona Commuters Committee
Awardee for Outstanding Leadership and Services
Recipient (2024)
UWI Mona Taylor Taylor Hall External Affairs Committee’s Essay Competition Recipient (2023)
Extra-Curricular
Faculty of Social Sciences Committee, First VicePresident of Projects, 2025 - current
Director of Sponsorship, Taylor Hall Commuters Committee, 2024 - 2025
Faculty of Social Sciences Committee, First VicePresident of Projects, 2023-2024
Co-Director of Research and Response of the UWI Mona Guild Vice President of Services and Special Projects, 2020-2021
Deputy External Affairs Chairwoman of Outreach and Community Development of the UWI Mona Guild, 2020-21
Secretary for Taylor Hall Publications Committee - 2020-2021 Project Manager for UWI Mona Guild External Affairs, 2020-2021
Timeline
Laison Officer
Office of the Prime Minister
06.2025 - 06.2025
Customer Service Representative
Sutherland Global
02.2025 - Current
Customer Service Representative
Sutherland Global
11.2024 - 12.2024
NVQ Level II - Records Management
HOPE Programme
CAPE - Entrepreneurship-II, Caribbean Studies-III, Sociology -III, and Law -V
Camperdown High School
Clerk
National Housing Trust
2021 - 2023
Bachelor Of Science - Pub. Policy And Mgmt, Intl Relation (majors)
University of West Indies - Mona
CAPE - Caribbean Studies -IV, Sociology-IV, Law-V, And Literatures in English-V CSEC: English A-I, Religious Education -II, Caribbean History-III, Social Studies -III And Office Administration -III
Mona High School