Racquel Halstead
Spanish Town,Jamaica
Summary
Proven leader with extensive experience at Sutherland Global Services, adept in CRM and fostering team productivity. Excelled in elevating engagement and performance through strategic initiatives and effective problem-solving. Achievements include surpassing objectives through innovative improvement programs and impactful coaching, demonstrating exceptional organizational and leadership skills.
Overview
3
3
years of professional experience
Work History
Sr. Assoc-Account Management
Sutherland Global Services
09.2024 - Current
- Handling Escalations while performing weekly effectiveness and coaching for support to boost team productivity
- Conduct weekly side-by-side time with consultants
- Supporting Team Leads in creating improvement programs and action plans
- Maintaining up-to-date information and feedback on best practices
- Coordinating data and preparing weekly refresher training with consultants
- Following up with action plans to ensure objectives are met/surpassed, in aspects of quality, performance results, coaching, and consequences
Acting Associate Manager
Sutherland Global Services
05.2024 - 09.2024
- Responsible for managing ambassadors, processes, and systems to achieve SGS and program objectives, metrics, and SGS values.
- Ensure all transactions are processed within program guidelines.
- Distribute production and quality reports within established timeframes.
- Conduct performance appraisals in accordance with performance development and improvement plans.
- Communicate and implement process and procedural changes as needed.
- Provide staff with structured feedback on performance results through meetings, training, and coaching sessions.
- Keep the Senior Leadership Team up to date on team performance through the timely completion and submission of all requested program reporting.
- Accurately assist with handling inbound calls and customer escalations, as needed.
Sr. Assoc-Account Management-Engagement
Sutherland Global Services
03.2023 - 05.2024
- Fostering a positive workplace culture through strategic initiatives.
- Engaging with staff at all levels to gather valuable feedback and address concerns.
- Collaborating with management to develop impactful strategies for achieving desired outcomes.
- Creating impactful recognition programs to celebrate excellence.
- Organizing engaging events and activities to foster a strong sense of community among staff.
Sr. ASSOC-ACCOUNT MANAGEMENT
Sutherland Global Services
08.2022 - 03.2023
ASSOCIATE ACCOUNT MANAGEMENT
Sutherland Global Services
10.2021 - 08.2022
Education
High School Diploma -
DENBIGH HIGH SCHOOL
12.2021
Skills
- Leadership skills
- Organizational skills
- Attention to detail
- Multitasking abilities
- Problem-solving abilities
- Decision-making
- CRM proficiency
Languages
- English, Proficient (C2)
- Spanish, Intermediate (B1)
References
References available upon request.
Timeline
Sr. Assoc-Account Management
Sutherland Global Services
09.2024 - Current
Acting Associate Manager
Sutherland Global Services
05.2024 - 09.2024
Sr. Assoc-Account Management-Engagement
Sutherland Global Services
03.2023 - 05.2024
Sr. ASSOC-ACCOUNT MANAGEMENT
Sutherland Global Services
08.2022 - 03.2023
ASSOCIATE ACCOUNT MANAGEMENT
Sutherland Global Services
10.2021 - 08.2022
High School Diploma -
DENBIGH HIGH SCHOOL