Sharonee Anderson

SHARONEE L. ANDERSON 814-35 Trailwood Drive Mississauga, Ontario, L4Z 3L6 Cell: - Email:- Proactive individual with a drive for excellence in service who is very results oriented. Skills Summary Work Experience Digicel Jamaica October 2016 – October 2017 Operations Manager * Manage a total staff complement of 80+ Care Agents within a truly dynamic organization, with a primary focus of increasing productivity and efficiency, without compromising on service delivery to our valued customers.  * Monitoring centre operations to meet service level requirements by developing and implementing strategies to control call drivers, and increase customer satisfaction. *Assessing customer feedback to implement areas of improvement for customer satisfaction. *Implemented sustainable business improvement processes geared at achieving operational excellence.  *Created training modules to train new Customer Care Team Leaders with agent management and development *Also assisted with the introduction of DigicelPlay FTTH/FTTB brand through customer experience by implementing processes to improve customer retention and satisfaction. Digicel Jamaica August 2015 – September 2016 Customer Care Team Leader FTTH *Ensuring exceptional customer experience is clearly defined and communicated to agents in line with the company’s customer experience objectives *Demonstrate productive floor management, on the spot coaching while improving agent’s performance Digicel Jamaica December 2012 – July 2015 Customer Care Agent *Assist all queues, including Digicel Islands customers, with activations, queries and complaints in relation to their account at the first point of contact including but not limited to advising on products, refunds, etc. *Support with queueing, daily and monthly reports, CRM updates, management of team during night hours and constantly meeting key performance indicators. Voted MVP for Night Team 2014, Elected Team Captain et al. Best Seat in the House Jamaica August 2012 – November 2012 Social Media Manager *Implement the social media strategy, coordinating with stakeholders across the Company to ensure its effectiveness and encouraging adoption of relevant social media techniques into the corporate culture and into all of the company’s products and services Department of Educational Studies, University of the West Indies May 2012 – August 2012 Supervisor (Lab Technician) *Managed a staff of four (4) Lab Technicians while overseeing lab activities *Prepared claim-sheets for payroll administration while maintaining a daily petty cash tin Department of Educational Studies, University of the West Indies September 2011 –May 2012 Lab Technician *Monitored and controlled all lab activities including software updates, antivirus updates and maintenance of lab equipment and performing services like Scanning, Binding and laminating documents for clients KatroGlobal Limited November 2010 – April 2011 Freelance Writer *Provided quality weekly web content for second parties using SEO tools Ed Wallace Productions January 2010 – March 2010 Script Writer *Edit & create scripts for the “Under the Law” Radio Series broadcasted on KLAS89FM & Power 106FM Explore Jamaica August 2009 – January 2010 Promotion Officer *Provided promotional materials to businesses around the corporate area The Early Childhood Commission June 2008 – August 2009 Clerical Assistant to the Information Education & Communications Coordinator *Successfully handled all public relations issues after the retirement of supervisor in May *Assisted with the tender and bidding process and ensured transactions complied with govt standards *Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures and public relation techniques (press releases, PSAs, and others) *Answered client queries through telephone and internet correspondence *Assisted in the development of new policies and procedures according to business/government standards RIF MANAGEMENT Ltd. July 2007 – April 2008 Personal Assistant to the Managing Director *Provided secretarial support to the Managing Director for tasks such as answering telephones, assisting visitors and resolving a range of administrative problems and inquiries. RIF MANAGEMENT Ltd. December 2006 – March 2007 Business Development Officer *Managed the introduction of a new product (debit-credit card) to clients Education The University of the West Indies; September 2009 – June 2012 BSc. Management Studies (General) President of the Entrepreneur Builder 2012 Winner of the UWI Entrepreneurship Programme Business Plan Competition 2011 CSJP Scholarship Awardee 2010 Mr. Oshane Grant B2B Product Roll-out Manager, DigicelGroup (876) 470 -7535 Mr. Kirkland Alveranga Head of Customer Care, DigicelPlay - References