Zalika Edwards
Associate Manager
12 Miles Irish Town
Summary
Dynamic Associate Manager with a proven track record at Sutherland Global Service, excelling in operations management and team leadership. Spearheaded process improvements that significantly boosted productivity and enhanced customer satisfaction. Adept at strategic planning and staff development, fostering a collaborative environment that drives performance and achieves organizational goals.
Overview
8
8
years of professional experience
Work History
Associate Manager
Sutherland Global Service
01.2019 - Current
- Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Enhanced team productivity by implementing efficient project management strategies.
- Creating engagement to boost a moral and performance.
- Coach and Development to ensure that each individual understand the product, so it can be executed, and development is given to understand the policies and procedures.
- Management incoming and outgoing calls within the collection department, Sales Department, Back Office department and customer service department.
Supervisor
Sutherland Global Service
12.2017 - 12.2018
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Associate
Sutherland Global Service
05.2017 - 12.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Diploma - Practical Nursing
Wilmots Academy
Kingston 05.2001 -
High School Diploma -
Norman Manley High
Kingston 05.2001 -
Skills
Operations management
Strategic planning
Presentations
Negotiation
Staff training and development
Problem-solving
Time management
Goal setting
Team leadership
Timeline
Associate Manager
Sutherland Global Service
01.2019 - Current
Supervisor
Sutherland Global Service
12.2017 - 12.2018
Associate
Sutherland Global Service
05.2017 - 12.2017
Diploma - Practical Nursing
Wilmots Academy
05.2001 -
High School Diploma -
Norman Manley High
05.2001 -