Summary
Overview
Work History
Education
Skills
Certification
Timeline
AssistantManager
Sherone Chambers

Sherone Chambers

Lithonia,GA

Summary

Highly organized, independent, and experienced ; with lean cutting-edge customer service and people management skills, able to effectively coordinate measures to accomplish client objectives with timeliness, innovation, vision, and creativity. 10 years of expertise in the customer service industry, with a keen understanding of operations management, personal accountability, service level delivery, work force management and BPO business fundamentals inclusive of sourcing, recruiting, and hiring processes. 5 years of Management experience leading teams of 400+ FTEs, 3 to 5 LOBs, nearshore and region-wide with a fluent track record to deliver exceptional Customer Service experience and Customer satisfaction through continuous improvement, Change and Process Management practitioining.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operations Manager ( Remote & On-site )

Itel
10.2020 - 02.2023
  • Reports to the Head of Operations and Director of Account Management, Nearshore; responsible for all third, second-, or first-line business unit teams (in-house and outsourced) providing ongoing customer service, and specific service teams as well as the planning and forecasting team
  • Remotely monitor and provide expert supervision over WFH and onsite TLs, and agents.
  • Manage the day to day performance of the business unit to deliver a best in class service, meeting or exceeding all KPIs and within budget
  • Set the strategy for the development of the business unit, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.

Operations Supervisor - WFH & Onsite

Itel
10.2019 - 01.2020
  • Responsible for all first-line business unit teams (in-house and outsourced) providing ongoing customer service, and specific service teams as well as the planning and forecasting team
  • Exercise regular supervision over WFH and onsite agents.

Customer Experience Coach - QA

11.2017 - 10.2019
  • Audit and monitor calls.

Operations Supervisor

ACS XEROX
10.2012 - 01.2016
  • Manage a group of customer service representatives
  • Set objectives to ensure that key performance indicators/metrics are met
  • Maintain moral integrity of programme and complete performance reports
  • Present data analysis and observations to the senior management team.

Customer service Rep

UNICOMER COURTS
09.2010 - 12.2011
  • Handled escalated contacts
  • Assisted new and tenured representative with resolutions
  • File tickets for issue resolution
  • Provided real-time floor support
  • Established and maintained communication with team members; understand needs, assisted with issue resolution.

Education

BSc. Operations Management (Major) and Marketing (Major) with Spanish(minor) -

University of the West Indies, Mona
01.2021

Diploma - Supervisory Management

University of The Commonwealth Caribbean
Worthingtin Terrace - Jamaica
07.2019

Skills

  • Organization and prioritization skills
  • Planning and people management
  • Excellent written and verbal communication skills
  • Problem-Solving
  • Team Leadership
  • Operations Management
  • Customer Service
  • MS Office
  • Interpersonal Communication
  • Quality Assurance Controls

Certification

University of the Commonwealth Caribbean, Executive Certificate, Supervisory Management, 07/2021

Timeline

Operations Manager ( Remote & On-site )

Itel
10.2020 - 02.2023

Operations Supervisor - WFH & Onsite

Itel
10.2019 - 01.2020

Customer Experience Coach - QA

11.2017 - 10.2019

Operations Supervisor

ACS XEROX
10.2012 - 01.2016

Customer service Rep

UNICOMER COURTS
09.2010 - 12.2011

BSc. Operations Management (Major) and Marketing (Major) with Spanish(minor) -

University of the West Indies, Mona

Diploma - Supervisory Management

University of The Commonwealth Caribbean

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Sherone Chambers