Rochelle Barrett
@rochellebarrett
Process-driven Client Support Personnel with expertise in operations.
JamaicaWhat I'm looking for
I am a dedicated Client Support Personnel with four years of experience in Client Servicing, Quality Analysis, and Operations. My journey has been marked by a commitment to improving processes, increasing output, and enhancing customer satisfaction. I am recognized for my ability to motivate teams and build strong partnerships across organizations, ultimately driving business profitability and efficiency.
In my recent role as Operations Supervisor at Optimum Jamaica, I monitored key performance metrics to identify areas for improvement and implemented necessary changes. My focus on developing and enforcing policies that align with company standards has been instrumental in achieving operational excellence. Prior to this, I served as a Quality Analyst at Intelcia Jamaica, where I analyzed agent performance and established best practices to maintain quality standards.
Throughout my career, I have demonstrated meticulous organizational abilities and strategic planning skills. I am passionate about fostering a collaborative work environment and am always eager to support my colleagues in achieving their goals. My commitment to continuous improvement and customer satisfaction drives my professional ethos.
Experience
Work history, roles, and key accomplishments
Operations Supervisor
Optimum Jamaica
Jan 2023 - Jan 2024 (1 year)
Responsible for monitoring and analyzing key performance metrics to identify areas for improvement. Developed and implemented policies and procedures, conducted coaching sessions, and managed agent performance to enhance customer satisfaction and operational efficiency.
Quality Analyst
Intelcia Jamaica
Jan 2023 - Jan 2024 (1 year)
Analyzed and monitored agent performance, developed best practices, and maintained quality standards as per client requirements. Reviewed agent performance post-implementation of new processes.
Subject Matter Expert
Intelcia Jamaica
Jan 2023 - Feb 2023 (1 month)
Supported the transition of new hires from training to production, provided floor support to agents, and offered technical assistance for troubleshooting issues.
Customer Care Representative
Intelcia Jamaica
Jan 2021 - Jan 2023 (2 years)
Engaged with customers to resolve issues effectively, demonstrating empathy and strong problem-solving skills to enhance customer satisfaction.
Customer Care Representative
Startek Inc
Jan 2020 - Jan 2021 (1 year)
Provided exceptional customer service by actively listening to customer concerns and resolving issues with empathy and effective communication.
Education
Degrees, certifications, and relevant coursework
St. Mary's College
High School Diploma, General Studies
2012 - 2017
Completed secondary education with a focus on various subjects including English, E.D.P.M, P.O.B, Food and Nutrition, Family and Resort Management, and Integrated Studies.
Red Hills All Age School
Primary School Certificate, General Education
2007 - 2012
Attended primary education, laying the foundation for future academic pursuits.
Meadowbrook Church of God
Early Childhood Certificate, Early Childhood Education
2004 - 2007
Participated in early childhood education, fostering basic learning and social skills.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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