Shirley Walker-Smith
Hamilton
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
33
33
years of professional experience
Work History
Elite Resolution Manager
Barclays
05.2020 - 05.2024
- Delivered regular reports on resolution metrics, providing valuable insights into areas needing improvement.
- Reduced case backlog through prioritization and effective time management strategies.
- Improved customer satisfaction by efficiently addressing and resolving complex issues in a timely manner.
- Established strong working relationships with key stakeholders, fostering a collaborative environment for issue resolution.
- Safeguarded the company''s reputation by maintaining a high level of professionalism and integrity in all interactions with customers, colleagues, and external partners.
- Promoted a culture of continuous improvement through regular reviews of policies, procedures, and best practices.
- Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
Executive Liaison
Macys Call Center
01.2008 - 02.2020
- Managed sensitive information with discretion, ensuring confidentiality of executive correspondence and communications.
- Facilitated knowledge sharing among executives by creating a centralized repository for relevant documents, data, and industry insights.
- Organized high-profile events that enhanced corporate visibility within the industry and fostered new business opportunities.
- Coordinated cross-functional teams for seamless project execution and timely delivery of strategic initiatives.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Listened to customers' questions and concerns to provide answers or responses.
Quality Assurance Lead
Hammacher Schlemmer
02.1991 - 11.2007
- Mentored junior team members in quality assurance best practices, fostering a culture of continuous improvement.
- Implemented continuous improvement initiatives within the QA team to elevate performance levels consistently across projects over time.
- Collaborated with cross-functional teams to ensure seamless integration of QA efforts into product development lifecycle.
- Performed internal audits to maintain operating procedure and regulatory standards compliance.
- Improved customer satisfaction with high-quality products through meticulous QA processes.
- Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
- Coached and motivated five-person QA team to develop competencies.
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Presented findings from audits to management teams, driving improvements in overall operational performance.
- Maintained detailed records of test results, providing valuable data for future process improvements.
Education
Master of Science - Social Work
Miami University
Hamilton06-2028
Skills
- Assertiveness
- Influencing skills
- Positive attitude
- Teamwork and collaboration
- Adaptability and flexibility
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Excellent communication
- Teamwork
- Problem resolution
Timeline
Elite Resolution Manager
Barclays
05.2020 - 05.2024
Executive Liaison
Macys Call Center
01.2008 - 02.2020
Quality Assurance Lead
Hammacher Schlemmer
02.1991 - 11.2007
Master of Science - Social Work
Miami University
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