Open to opportunities

Sheldon Falconer

@sfalconer

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Experienced operations/customer service leader focusing on service delivery and efficiency.

Jamaica

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What I'm looking for

I seek a role where I can utilize my operational expertise and leadership skills to drive organizational success and foster a collaborative work environment.

I am a dedicated operations manager with extensive experience in enhancing service delivery and optimizing internal systems. My journey began as a teller at RBC Bank Jamaica, where I honed my customer service skills and developed a keen understanding of client needs. Over the years, I have progressed through various roles, including social media supervisor and operations supervisor, where I successfully managed teams and executed strategies that significantly improved operational efficiency.

In my most recent position as a freelance chat moderator, I maintained and increased engagement across multiple digital channels, showcasing my ability to adapt and thrive in dynamic environments. My analytical skills were further sharpened during my tenure as a global real-time analyst, where I collaborated with teams to provide insights into workforce performance and implement effective manpower planning strategies. I am passionate about leveraging my leadership and operational skills to contribute to an organization that values growth and innovation.

Experience

Work history, roles, and key accomplishments

Current

Chat Moderator

Current

Various Platforms

Jan 2020 - Present (5 years 10 months)

Maintained and increased engagement across various digital channels. Managed relationships with a variety of clients and personalities.

Client Relationship Management Content Moderation Communication Skills Social Media Management

Systems | Customer Service Manager

SMC Shipping Services

Sep 2022 - Apr 2025 (2 years 7 months)

Maintained and improved internal operational systems. Analyzed and implemented strategies for wholistic improvement of service delivery.

Service Delivery Process Improvement Strategic Planning Systems Analysis

Junior Resource Planner

IntouchCX

Jan 2022 - Jan 2024 (2 years)

Analyzed and provided recommendations for workforce needs based on historical and current data across various centers. Provided recommendations based on observed performance trends along with implementation strategies.

Workforce Planning Data Analysis Resource Allocation Strategic Recommendations

Global Real-Time Analyst

IntouchCX

Jan 2021 - Jan 2022 (1 year)

Worked with globally based analyst teams from various centers to provide insight into workforce performance. Identified and mitigated potential negative impact based on seasonal historical performance.

Global Team Collaboration Risk Mitigation

Real-Time Analyst Lead

IntouchCX

Jan 2020 - Jan 2021 (1 year)

Served as the POC for Jamaica's analyst team, responsible for report building, number running, planning, and implementation. Led initiatives to improve real-time operational efficiency.

Team Leadership Implementation Data Analysis

Real-Time Analyst

IntouchCX

Jan 2019 - Jan 2020 (1 year)

Analyzed and reported on workforce performance and trends within the IntouchCX workspace. Developed SOPs and processes as required relative to business needs.

performance reporting Trend Analysis SOP Development Process Improvement

Customer Support

IntouchCX

Jan 2018 - Jan 2019 (1 year)

Resolved customer queries and concerns through various digital channels as per company guidelines and policies. Provided support to team members as a collaborative team player.

Customer Service Digital Communication Query Resolution Team Collaboration

Operations Supervisor

Reggae Tech Group

Jan 2017 - Jan 2018 (1 year)

Oversaw the execution of events for various clients, including logistics and staffing. Provided reporting and analysis of operational spend and event executions.

Event Management Logistics Coordination Staffing Performance Tracking

Social Media Supervisor

Vistaprint Ltd

Jan 2014 - Jan 2017 (3 years)

Oversaw relationship management via various social media platforms, including remediation and retention efforts. Developed and executed strategies for team growth and training programs for global social media teams.

Social Media Management Relationship Management Performance Tracking

Teller

RBC Bank Jamaica Ltd

Jan 2003 - Jan 2011 (8 years)

Accurately and efficiently processed various cash and non-cash transactions as requested by customers. Offered financial advice, enabling customers to best utilize the organization's products and services.

Financial Advisory Customer Service Product Knowledge

Education

Degrees, certifications, and relevant coursework

UWI School of Continuing Studies

Incomplete, Business Administration

2003 - 2005

Undertook studies in Business Administration. The program was not completed.

Cornwall College High School

'A' Levels, General Studies

1996 - 2001

Completed 'A' Levels with a focus on General Paper. Also achieved CXC/GCE qualifications in Mathematics, English Language, Geography, Physics, Biology, and Information Technology.