Cardella Wickham

Experiences

April 2022 – Current - MRW

** Interviewer**

·       Cold Calling Customers

·       Ask survey questions from different projects

February 2022 – April 2022 – Rent To Own Services

** Sales Agent**

·       Inform customers about services that we offer

·       Guide customers on how to access home listing

·       Transfer customers to the correct department based on their issue

November 2021 – January 2022 – Teleperformance

** Technical Support Associate**

·       Use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.

·       Guide customers with troubleshooting their devices.

·       Guide customer with setting up repair appointments

·       Transfer customers to the correct department based on their issue

March 2021 – November 2021 – Conduent

** Technical Support Associate for Chat (ABU)**

·       Use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.

·       Guide customers with troubleshooting their devices.

·       Guide customer with setting up repair appointments

·       Transfer customers to the correct department based on their issue

Nov. 2019 – March 2021 – Ibex Global

** Team Manager for Frontier & Amazon**

• Track and take action on personnel and payroll issues.
• Conduct performance appraisals as required.
• Maintain accurate, current and consistent documentation on direct reports.
• Review productivity statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Successfully complete all client related training and continually update agents.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within a timely manner
• Promote the use of all center communication tools.
• Administer Recognition and Rewards programs in accordance with organization’s guidelines.
• creating lunch and break schedules for over 40 agents per shift based on the daily call volume

Aug. 2019 – Nov. 2019 – Ibex Global

In-Team Trainer for Amazon

·       Observe, lead, and co-lead new hire and on-going training.

·       Demonstrate skills using word processor and presentation software applications, such as Word, PowerPoint, Pages and Keynote.

·       Conduct formal walk-through of training materials and work with Training Manager about course development, as necessary.

·       Demonstrate effective classroom management skills.

·       Facilitate transition of students from training into production, and ensuring competency levels are sufficient.

·       Participate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classes.

·       Work closely with Training Manager to develop classroom delivery strategies including multi-media preparation.

·       Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.

·       Review classroom agendas, timelines and content flow as necessary to deliver effective training to students.

·       Complete daily tracking, including end of day course evaluations and trainee assessments.

·       Carry out supervisory responsibilities in accordance with company policies, and HR procedures.

·       Provide basic support for technical and systems training.

·       Summarize course and trainer evaluations for management review.

Nov. 2018 – Aug. 2019 – Ibex Global

** Team Lead/Team Supervisor (Amazon)**

·       Demonstrate innovation and good judgment / problem solving skills when making decisions.

·       Establish a course of action for self and others to accomplish a specific goal while using appropriate resources.

·       Coach, develop action plans which maximize performance and provide effective feedback for highly demanding goals.

·       Excellent customer service / support skills. Professional demeanor and strong written and oral communication skills.

·       Ensuring that agents adhere to their respective lunch and break schedule.

Aug. 2017 – October 2018 - Ibex Global

Dart Lead (Amazon)

·       Assist with escalated customer related calls

·       Advise customers on company policies

·       Solve problems and help them chose the right product

Customer Service Representative for Amazon

Dec. 2016 – August 2017- Restaurant Associates Limited, Jamaica

**   Assistant Manager**

·       Manage fast food store and staff on assigned shift

·       Creating lunch and break schedules for over 40 agents per shift based on the daily call volume

Jan. 2016 – Oct, 2016–Island Grill Restaurant, Jamaica.