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Shantana D. — Mid-Level Customer Service Manager from Jamaica

Shantana D.

Mid-Level Customer Service Manager

Jamaica 2-3 years
Open to offersNew to Platform
Languages
English
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About

Shantana D. is a seasoned professional manager with demonstrable leadership experience as a Team Manager at Ibex Global in Portmore, Jamaica. Shantana effectively managed a diverse team of 25 individuals, developing and executing strategies to meet and surpass client targets. Her role included overseeing scheduling and performance management, including resolving workplace conflicts, implementing performance improvement plans, and providing real-time support and coaching. Shantana has also worked as a Subject Matter Expert and Assistant Teacher at Sutherland Global in Mandeville, Jamaica, where she provided real-time support, handled escalated calls, and offered coaching to enhance agent performance. With a strong foundation in sciences obtained from Lacovia High School, Shantana leverages her analytical skills extensively in the customer service industry, demonstrating her commitment to excellence and team success.

Experience

  • Team Manager

    Ibex Global · 2022 — Present
    Oversaw a diverse team of 25 individuals, developing strategies to meet client objectives. Managed agent schedules and addressed workplace conflicts. Set weekly and monthly targets for the team, ensuring engagement while upholding professionalism. Implemented performance improvement plans and provided additional coaching as needed. Offered real-time support and conducted reviews of candidates' resumes and final interviews.

  • Assistant Teacher

    Sutherland Global · 2019 — 2022
    Facilitated student understanding of various concepts by providing clarity and support. Delivered real-time assistance and handled escalated calls to ensure quality service.

  • Subject Matter Expert

    Sutherland Global · 2007 — 2013
    Provided real-time support for agents, addressing escalated calls and offering coaching to underperforming team members. Analyzed recorded calls to deliver proactive feedback and enhance overall performance.

Skills & Expertise

QuickbooksDaVinci ResolveCustomer ServiceCustomer Service RepresentativeCustomer Service and Admin Support

Education

  • Caribbean Secondary Education Certificate (CSEC) in Chemistry, Biology and Mathematics
    Lacovia High School · 2007 — 2013

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