Cardella Shevanese Wickham
5West Greater Portmore P.O.,
St Catherine, Jamaica West Indies
E-mail-Mobile: -
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Objectives
To contribute effectively and efficiently to the ongoing success of your organization/country. This can be achieved by utilizing my acquired skills, knowledge and experiences which include my fluent English speaking language.
Language
English Language (Fluent)
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.
Kitchen Supervisor
Supervise kitchen staff
Prepare daily par sheets and inventory reports
Prepare QSC checklist on food items
Assist with the management of cashiers and expeditors
Supervise store room and receive goods.
creating lunch and break schedules for staff per shift based on the daily customer volume
May 2015 – Sept. 2015 – Lanier Islands Resort, Buford, Georgia, USA.
Hostess and Server
Meet and greet restaurant guests and those at special banquet events
Seat and serve restaurant guests and those at special banquet events
Feb. 2015 – April 2015 – Wave Beach Restaurant, Hellshire, Portmore, St. Catherine, Jamaica.
Sales Representative
Welcome customers and assist with their purchase decision and take their orders
May 2014 – July 2014Jamaica Cultural Development Commission,Kingston, Jamaica
Hospitality Service Assistant
Assist with event planning and production.
May 2013 – July 2013 Mystic Mountain, Ocho Rios, St Ann.
Customer Service Representative, Ride Operator & Tour Guide
Welcome customers to the entertainment site.
Arrange tours and guide customers during tour sessions.
Prepare customers for rides and operate rides with customers.
Sept 2011– April 2012 Lillian’s Restaurant, UTECH Campus, Kingston Jamaica
Waitress
Welcome customers to the restaurant and assist with purchase decision.
Serve meals to customer as per order and in accordance to food service guidelines.
May 2012 – Sept 2012 West Mark Sitka Hotel Sitka, Alaska USA.
Chef Assistant
Assist with the creation of menu and food preparation.
July 2009 – Aug 2009
Beaches Resort and Spa, Providenciales, Turks & Caicos Islands.
Chef Assistant
Assist with food preparation.
Education
August 2020 – 2024 University of Technology, Kingston, Jamaica
BSc. Real Estate Management and Valuation
- University of Technology, Kingston, Jamaica
BSc. Hospitality and Tourism Management -Maranatha High School, Providenciales, Turks & Caicos Islands.
High School Diploma (Credit)
11 CXC subjects including Mathematics & English- St Hugh’s High School,Kingston, Jamaica
Completed Forms 1& 2
Skills
Hard worker, self-starter, motivator, innovator, highly adaptable, positive, resilient, courteous, reliable and open to new ideas.
Relationship-builder with excellent interpersonal skills.
Personable individual whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce in a multicultural environment.
Pays attention to detail and work to specifications as required.
Dependable and responsible contributor who is committed to excellence and success.
Loyal and dedicated employee.
Energetic personality, consistently praised for my passion for work and positive attitude.
Enthusiastic, knowledge-hungry learner, eager to meet challenges and people as well as quick to assimilate new concepts.
Multi-task with excellent time management, computing, written and oral communication skills.
Fluent in English
References will be made available upon request.
