Sheneka Bryan Email & Phone Number

Kingston, Jamaica

Oversight of 5 Key accounts in 3 industry. Retail, Finance and Healthcare.

Montego Bay, St James, Jamaica

Managed Macmillan Learning and On Running Outsourced Customer service on Email, Voice and Chat platforms

Montego Bay

Manage Spotify outsourced Customer Service for Social Media Platforms (Twitter, Facebook)- Ensures proficient training, onboarding, and staff development- Generates and deploys motivational and incentive schemes -Develops and maintains pertinent operational statistics, financial management information, results reporting-Manages overall business targets and.

Portmore, Jamaica

 Responsible for the daily operations of over 300 seat Customer Care & Customer Assistance call center. Ensured service level agreements are met in support of the clients' mission-critical business requirements.  Developed strategies and tactical roadmaps, conducted regular deep dive assessments of performance to provide insight on areas of opportunity.

Portmore, Jamaica

 Lead frontline leaders (7-8) to manage daily operations to optimize the customer experience of our clients and produce high and sustained results.  Created Processes for tracking client satisfaction. Partnered closely with Senior Manager to identify opportunities by leveraging analytics, C-sat, and metrics teams to establish new reports to monitor.

7 Courtney Walsh Dr, Kingston. Jamaica

 Oversight and leadership of a team of up to 15 team members assist in the recruiting, selection and on-boarding of call center staff Conduct performance appraisals as required; maintain accurate, current and consistent documentation on direct reports. Review productivity statistics on a daily basis and provide constructive feedback. Successfully.

Knutsford Blvd, New Kingston. Jamaica

 Support Team Manager and WFM to ensure team is properly scheduled and those individuals adhere to the schedule, stated policies and procedures of the Company Provides support in attaining all team KPIs and sales metrics on a daily, weekly, monthly and annual basis. Help in reviewing agent’s daily results, concentrating on performance and contractual.

Trinidad And Tobago/ Caribbean

Write and conduct interviews on behalf of Caribbeaninsight.org a regional online magazine on culture, news and entertainment.See copies of work below.

Kingston, Jamaica

 Supervised a team of twelve (12) agents and handle calls and cases escalated Provided follow-up contact for customers Communicated with local and foreign staff via email daily to provide updates on outstanding cases and issues Provided technical support for training department Spearhead and lead the centers Newsletter as part of the Employee.

Portmore, Jamaica

Produce and Anchor the prime time news feature.

Lyndurst Road, Kingston

Produce the Kids Summer programme Watch n Win

Ba, Media And Communication

Activities and Societies: Rotoract, UWI, MonaRead for a B.A in Media and Communications with a Minor in History

Certificate, Project Management, A

Education record