Shenel Dunkley
Montego Bay
Summary
Accomplished Call Centre Manager at Teleperformance, adept in conflict management and enhancing customer service through strategic leadership and effective communication. Spearheaded operational improvements, achieving significant client satisfaction and retention. Proven track record in team development and achieving business objectives, poised for the next challenge.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Call Centre Manager
Teleperformance
11.2022 - Current
- Accountable for the financial and operational results as well as the development, implementation and communication of budgets, targets and business objectives for each client and project.
- Accountable for the delivery of superior customer service to each client under management.
- Accountable for client performance and satisfaction results, client retention, operational management of client growth requirements, and communication of client results, strategies and goals to clients and executive management.
- Manage the performance, development, and succession plan of diverse management and work force.
- Communicate operational results to executive management using standardized reports and MIS, frequent verbal updates and participation in management meetings and operational review processes.
- Develop management standards, guidelines, policies, and procedures in conjunction with client needs and organizational strategies.
Assistant Call Center Manager
Teleperformance
10.2020 - 11.2022
- Built a strong, resilient team by identifying and onboarding highly qualified candidates for key front-line and senior management positions.
- Identified financial strengths and weaknesses by regularly reviewing KPIs and tracking reports.
- Maintained optimal employee coverage for business needs with wellprepared team schedules.
- Enhanced operations with new and improved procedures targeting underperforming areas and systematic weaknesses.
- Worked effectively with diverse team to accomplish daily objectives and meet long-term goals.
- Managed daily workloads by organizing effective schedules and delegating tasks.
- Assisted with developing and maintaining good client relations.
Operations Supervisor
Teleperformance
10.2019 - 10.2020
- Created environment of teamwork, collaboration, and open communication by empowering employees with relevant training.
- Achieved client targets by expertly managing team activities and operational processes and procedures.
- Increased employee performance with motivational strategies, hands-on coaching, and fair discipline.
- Improved staff performance through continuous monitoring and training updates.
- Worked effectively with diverse team to accomplish daily objectives and meet long-term goals.
- Served customers by going above-and-beyond to offer exceptional support for all needs.
Administrative Assistant
Teleperformance
11.2018 - 10.2019
- Assisted with project teams, including organizing physical and digital files for required recordkeeping.
- Promoted productivity by handling all administrative tasks, including schedules and correspondence.
- Coordinated successful conferences, meetings, and special events, including catering and equipment setup.
- Prepared meeting documentation and transcribed meeting recordings
Education
Post-Baccalaureate Diploma - Training And Education
Vocational Training Development Institutw
65 Caledonia Road, Mandeville04-2026
Associate of Science - Business Administration
Montego Bay Community College
Alice Eldemire Drive, Montego Bay09-2019
Associate of Science - Business Administration
Montego Bay Community College
Alice Eldemire Drive, Montego Bay09-2019
Skills
- Conflict Management
- Decision making
- Customer service skills
- Communication skills
- Certified Trainer and Educator (Pending)
Certification
Lean Six Sigma Yellow Belt Certified
Timeline
Call Centre Manager
Teleperformance
11.2022 - Current
Assistant Call Center Manager
Teleperformance
10.2020 - 11.2022
Operations Supervisor
Teleperformance
10.2019 - 10.2020
Administrative Assistant
Teleperformance
11.2018 - 10.2019
Lean Six Sigma Yellow Belt Certified
Post-Baccalaureate Diploma - Training And Education
Vocational Training Development Institutw
Associate of Science - Business Administration
Montego Bay Community College
Associate of Science - Business Administration
Montego Bay Community College
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