Shanice Hunter
Lot 9 Belvedere Road, Forest Hill, St. Andrew,Jamaica
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Manager – Business Training
Sagility
01.2023 - Current
- Cultivate a close working relationship with Training department personnel, Operations, and other managers, supervisors and consultants
- Conducts routine calibration sessions with quality team and BPO Management
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Training Manager
Sagility
07.2022 - 12.2022
- Research, create and maintain effective curriculum to meet the needs of all levels of employee development to include management development programs
- Provide strong leadership, development and coaching for training staff to ensure high degree of measurable success and facilitate train the trainer sessions to transition solutions to the team as needed
- Work with the trainers to review training guides and existing curriculum to support any changes that positively impact business results and employee retention
Assistant Training Manager
Hinduja Global Solutions, HGS
04.2021 - 06.2022
- Daily touch points with process trainers, SME to effectively drive knowledge management and people development practice
- Feedback & mentorship of new trainers
- Reviewed and edited all training materials for accuracy and company policy compliance.
Trainer / Training Administrator/Senior Lead
Hinduja Global Solutions, HGS
04.2017 - 04.2021
- Facilitating training of Customer Service and Health Care as it relates to the United States
- Daily task of Reports, conflict resolution and even to assist with meetings and conference calls
- Modules creation and assessments
- Organize and develop training materials and manuals, reference library, evaluation and testing procedures, and other educational materials using a variety of mediums and training formats and procedures to support the training needs
Quality Analyst
Hinduja Global Solutions, HGS
12.2016 - 04.2017
- Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation
- Provides written and oral feedback to the Reps on all calls monitored
- Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact
Healthcare Customer Service Representative
Hinduja Global Solutions, HGS
10.2014 - 12.2016
- Handles inbound calls effectively and efficiently through the use of proactive customer service and call control techniques and proven technical troubleshooting procedures
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Education
Associate of Science - Business Administration
01-2022
Skills
- Business performance management
- Reporting oversight
- Human resources management
- Coaching and mentoring
- Recruiting and interviewing
- Decision-making
- Employee onboarding
- Team leadership
- Time management
- Task delegation
- Staff training and development
Certification
NVQ-J Level 4 in Training and Development - Dec 2024
Timeline
Senior Manager – Business Training - Sagility
01.2023 - Current
Training Manager - Sagility
07.2022 - 12.2022
Assistant Training Manager - Hinduja Global Solutions, HGS
04.2021 - 06.2022
Trainer / Training Administrator/Senior Lead - Hinduja Global Solutions, HGS
04.2017 - 04.2021
Quality Analyst - Hinduja Global Solutions, HGS
12.2016 - 04.2017
Healthcare Customer Service Representative - Hinduja Global Solutions, HGS
10.2014 - 12.2016
Portmore Community College - Associate of Science, Business Administration
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