Sheneka Bryan

Experience

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  Television Jamaica (TVJ)

  Aug 2010 - Sept 2010

  Producer, Watch n Win

  Produce the Kids Summer programme Watch n Win

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  ACCENT Marketing

  Sept 2010 - Nov 2013

  Escalations Associate

   Supervised a team of twelve (12) agents and handle calls and cases escalated Provided follow-up contact for customers Communicated with local and foreign staff via email daily to provide updates on outstanding cases and issues Provided technical support for training department Spearhead and lead the centers Newsletter as part of the Employee Engagement initiative. see sample below;

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  Cable News and Sports

  Jan 2011 - Apr 2011

  Anchor/News Editor

  Produce and Anchor the prime time news feature.

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  Sutherland Global Services

  Dec 2013 - Dec 2015

  Subject Matter Expert

   Support Team Manager and WFM to ensure team is properly scheduled and those individuals adhere to the schedule, stated policies and procedures of the Company Provides support in attaining all team KPIs and sales metrics on a daily, weekly, monthly and annual basis. Help in reviewing agent’s daily results, concentrating on performance and contractual standards Support and Lead the team of CSR on a shift coverage basis by handling escalated interactions from customers and employee. Create and maintain a professional environment to keep performance and motivation high while Assist with the development of each agent Show less

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  CaribbeanInsight.org

  Apr 2014 - Nov 2014

  Freelance Writer

  Write and conduct interviews on behalf of Caribbeaninsight.org a regional online magazine on culture, news and entertainment.See copies of work below.

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  IBEX | Global

  Dec 2015 - Jun 2018

   Responsible for the daily operations of over 300 seat Customer Care & Customer Assistance call center. Ensured service level agreements are met in support of the clients' mission-critical business requirements.  Developed strategies and tactical roadmaps, conducted regular deep dive assessments of performance to provide insight on areas of opportunity to drive substantive improvements for our customers and to identify best practices. Analyzed business requirements, propose solutions, and lead small projects and initiatives. Partnered closely with care partners to identify opportunities by leveraging analytics, C-sat, and metrics teams to establish new reports to monitor daily, weekly, and monthly performance of key metrics against goals. Responsible for continuous improvement in Customer/Client Operations processes and systems including those that impacts the ability to service customers. The coaching and developing of the agents, increase productivity of representatives, and enable further insight in to the client’s customer’s experiences and their reasons for contacting the call center Directs overall campaign level operations including profitability (P/L); coordinates cross-functionally to achieve program goals. Develops business plans and budget for program; inclusive of payroll and timekeeping processes. Show less  Lead frontline leaders (7-8) to manage daily operations to optimize the customer experience of our clients and produce high and sustained results.  Created Processes for tracking client satisfaction. Partnered closely with Senior Manager to identify opportunities by leveraging analytics, C-sat, and metrics teams to establish new reports to monitor daily, weekly, and monthly performance of key metrics.  Establishes and consistently meets or exceed client program service goals and objectives in performance, production and quality; examines root causes of issues to achieve solutions. Understands cost strategies, contributes to budget/ expense management and recommends solutions and changes for improving overall Contact Center financial performance. Partners with others for feedback and support with those involved with client programs, including other contact center Management, Training, Recruiting, Client Services, Human Resources and Information Technology. Show less  Oversight and leadership of a team of up to 15 team members assist in the recruiting, selection and on-boarding of call center staff 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. Successfully complete all client related training and continually update agents. Be the subject matter expert and resolve escalated customer issues. Administer Recognition and Rewards programs in accordance with organization’s guidelines. Show less

  • Senior Operations Manager

    Jun 2017 - Jun 2018

  • Operations Manager

    Feb 2017 - Jun 2017

  • Team Manager

    Dec 2015 - Feb 2017
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  24-7 Intouch

  Dec 2018 - Dec 2022

  Manage Spotify outsourced Customer Service for Social Media Platforms (Twitter, Facebook)- Ensures proficient training, onboarding, and staff development- Generates and deploys motivational and incentive schemes -Develops and maintains pertinent operational statistics, financial management information, results reporting-Manages overall business targets and Service Level Agreements for optimum quality -Manages productivity through individual and group data analysis, highlighting and enhancing Key Performance Indicators (KPIs) -Presents recommendations and action plans to drive higher-quality service and support on Social Media platforms-Authorizes and coordinates changes in staffing schedules with Workforce Management -Acts as the single Point of Contact for our Social Media Client during conference calls, client meetings, and more regarding all aspects of the designated program-Monitors behaviours, facilitates sessions to discuss, calibrate and setting the culture among both leaders and advisors. Follow up on coaching the right behaviours. Show less

  • Manager of Operations

    Jul 2021 - Dec 2022

  • Manager of Operations

    Dec 2018 - Jul 2021
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  Advantage Communications Inc.

  Jan 2023 - now

  Associate Director

  Oversight of 5 Key accounts in 3 industry. Retail, Finance and Healthcare.