Sherwinda Gustave
Miami,FL
Summary
Results-driven Contact Center Supervisor with 3+ years of experience leading high-performing teams in customer service, claims, and operations environments. Proven ability to supervise daily contact center operations, improve team performance through coaching and development, and resolve complex customer escalations. Strong background in performance management, workforce planning, and data-driven decision-making. Currently pursuing an MBA to strengthen leadership and strategic operational expertise.
Overview
2027
2027
years of professional experience
Work History
Operations Manager
Amazon
08.2023 - Current
- Direct and supervise day-to-day operations of a team of 50+ associates in a high-volume, performance-driven environment.
- Monitor productivity, service levels, and quality metrics to ensure team meets or exceeds key performance goals.
- Develop and coach employees through daily feedback, performance evaluations, and structured development plans.
- Manage staffing, scheduling, and workflow distribution to ensure timely and accurate handling of customer transactions.
- Analyze operational data and team performance metrics to identify trends and implement process improvements.
- Lead by example in executing company strategies, objectives, and service standards.
- Resolve escalated operational and customer service issues, ensuring timely resolution and customer satisfaction.
- Partner with leadership to improve operational efficiency and enhance team performance.
Grievance & Appeals Analyst (Team Lead)
Point32Health
2021 - 2023
- Supervised team members handling high-volume customer inquiries, claims, and appeals within a contact center environment.
- Served as point of escalation for complex customer issues, including claims denials, enrollment, and billing concerns.
- Provided hands-on coaching, mentoring, and performance management to improve team productivity and quality.
- Conducted performance evaluations, supported hiring decisions, and contributed to employee development initiatives.
- Monitored team metrics, analyzed results, and prepared reports to support operational decision-making.
- Identified operational challenges and collaborated with management to implement process improvements.
- Ensured compliance with internal policies and regulatory requirements while maintaining high customer service standards.
Education
MBA - Data Analytics
Florida International University
Miami, FLBachelor of Accounting -
Florida International University
Miami, FLSkills
- Call Center Operations
- Claims Processing
- Customer Service
- Performance Reporting
- Process Improvement
- Workforce Planning
- Data Analysis
- Compliance
Timeline
Operations Manager
Amazon
08.2023 - Current
Grievance & Appeals Analyst (Team Lead)
Point32Health
2021 - 2023
MBA - Data Analytics
Florida International University
Bachelor of Accounting -
Florida International University