Sheryl Walker
kington, jamaica
Summary
. Highly motivated individual with approximately four (4) years’ experience in Customer Service /Administrative and Hospitality Industry. Administrative support professional, experienced in working in fast-paced and demanding environments. Organizational, technical, and interpersonal skills. Highly trustworthy, ethical, and discreet; committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail-oriented and resourceful in completing projects; able to multi-task effectively. Team Player with ability to “boost” and provide team-spirited leadership.
Overview
7
7
years of professional experience
Work History
Quality Analyst
TCS Contact Centre/ JN Bank
06.2023 - Current
- Listens to randomly selected recordings/calls and provide insight and solutions to bolster performance.
- Develop materials and provide documentation to support training, as needed.
- Conduct weekly calibration sessions with customer experience unit to develop scoring consistency and best practices.
- Monitor at least 5 calls per day to provide feedback regarding telephone etiquette, product information given and procedures.
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity.
- Provide accurate and timely reports on a weekly/monthly basis pertaining to staff performance and investigation findings.
- Other duties as assigned.
- Analyzed call center metrics to identify trends and recommend process improvements.
Debt Collector Agent
TCS/ JN Bank
11.2023 - 06.2024
- Negotiated payment plans with clients, fostering positive relationships to facilitate debt recovery.
- Managed approximately 60 outgoing call and emails per day from customers.'
- Conducted thorough account reviews, ensuring accuracy in records and compliance with regulations.
- Developed strategies to improve collection processes, enhancing overall efficiency and effectiveness.
- Mentored junior agents on best practices for managing difficult conversations and resolving disputes.
- Managed customer accounts to ensure timely debt recovery and resolution of outstanding balances.
Member Care Representative
TCS Contact Centre/ JN Bank
08.2019 - 02.2023
- Handles approximately 50 +customer interaction per day giving detailed, personalized, friendly and polite service to ensure customer retention and customer satisfaction.
- Answering all incoming calls and responding to customer’s inquiry and complaints
- Researching required information using available resources
- Maintains a 98% average Customer Quality Satisfaction Score.
- Processing forms, carrying out investigations requested by customers.
- Identifying, escalating priority issues and reporting same to relevant departments
- Obtaining and evaluating all relevant data to handle complaints and inquiries.
- Communicating and coordinating with internal Departments
- Other duties as assigned.
Operations Supervisor
TCS Contact Centre/ JN Bank
02.2022 - 06.2022
- Managed and supervised a team of 9 agents that were responsible for answering to customer’s inquiry and complaints.
- Responsible for taking the more challenging phone calls and addressing the concerns of the customers.
- Facilitated team meetings and huddles to assess collective and individual performance, educate agents of new information that was distributed in accordance with our client’s expectations, Review the expectations with the team and answer any queries they may have Provide support to agents and client’s which also include sharing product/service information and resolving queries.
- Monitor interactions, and service queue to ensure that member and customer experience is meeting target limits.
- Counsel/Provide guidance to staff who demonstrate inappropriate customer service behavior.
- Complete timecard for salary pays out.
- Communicating and coordinating with internal Departments
- Other duties as assigned.
Receptionist
Richards, Edwards Theoc& Associates
01.2019 - 07.2019
- Answering 30 incoming calls and emails per day from customers.
- Respond to or forward client questions to the appropriate department.
- Greet clients and visitors in a friendly manner and determine the reason for their visit.
- Contact clients to schedule appointments with attorneys and other staff.
- Sort and distribute mail.
- Organize files.
- Manage office supplies and order more when necessary.
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
Assistant Chef
Gaynstead High School
01.2018 - 11.2018
- Work with the Chef to coordinate and carry out the preparation of meals.
- Regularly clean and sanitize galley walls, range hood, overheads, cabinet faces, reefer and freezer interiors, and cabinet interiors.
- Rinse and clean dishes, pots, pans and utensils. Store in cupboards, drawers and bins. Help maintain all cooking items and service items in orderly and sanitary condition according to good health-keeping practices
- Developed weekly menus incorporating student preferences and dietary restrictions for balanced meals.
- Assisted in meal preparation adhering to nutritional guidelines and safety standards.
Education
GSS supervisory management certificate course -
Heart NCTVET
Kingston06.2025
Some College (No Degree) - Customer Engagement
Heart Trust NTA
Kingston,jamaicaHospitality and Tourism, Food and Drink Services –Level 2
01.2017
English Language, Information Technology, Principles of Business, Food and Nutrition, Social Studies, Physical Education
CXC, Excelsior High School
06.2016
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Constant Spring Primary and Junior High
06.2013
Skills
- Fast Learner
- Leadership
- Microsoft Office
- Ability to Work Under Pressure
- Customer Service
- Communication
- Self-Management
References
Available upon request
Timeline
Debt Collector Agent
TCS/ JN Bank
11.2023 - 06.2024
Quality Analyst
TCS Contact Centre/ JN Bank
06.2023 - Current
Operations Supervisor
TCS Contact Centre/ JN Bank
02.2022 - 06.2022
Member Care Representative
TCS Contact Centre/ JN Bank
08.2019 - 02.2023
Receptionist
Richards, Edwards Theoc& Associates
01.2019 - 07.2019
Assistant Chef
Gaynstead High School
01.2018 - 11.2018
English Language, Information Technology, Principles of Business, Food and Nutrition, Social Studies, Physical Education
CXC, Excelsior High School
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Constant Spring Primary and Junior High
GSS supervisory management certificate course -
Heart NCTVET
Some College (No Degree) - Customer Engagement
Heart Trust NTA
Hospitality and Tourism, Food and Drink Services –Level 2
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