Open to opportunities

Shamera Hoare

@shamerahoare

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Dedicated customer service professional with strong leadership skills.

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth.

I am a committed customer service professional with extensive experience in call center operations and team leadership. Currently, I work as a Call Center Agent at Alta Resources, where I provide exceptional support to clients through various communication channels, ensuring their needs are met and issues resolved efficiently. My dedication to customer satisfaction has been recognized through my ability to document and report product issues effectively, contributing to overall service improvement.

Previously, I served as a Team Lead at Icon Call Center, where I managed daily team activities and motivated my colleagues to achieve organizational goals. I developed training programs to enhance team skills and conducted performance reviews to foster growth and confidence among team members. My leadership style focuses on creating a positive work environment that inspires collaboration and productivity.

With a background in hospitality as a Supervisor Housekeeper and Receptionist, I have honed my skills in customer interaction, problem-solving, and multitasking. I take pride in maintaining high standards of service and ensuring customer satisfaction in every role I undertake.

Experience

Work history, roles, and key accomplishments

Current

Call Center Agent

Current

Alta Resources

Oct 2021 - Present (4 years 3 months)

Provided customer service and technical solutions via email and online chats. Documented product issues and reported them to relevant departments, while also making calls to customers regarding their first bill.

Customer Service Technical Support Chat Email Communication Problem Solving Documentation Billing

Team Lead

Icon Call Center

Sep 2020 - Oct 2021 (1 year 1 month)

Managed daily team activities and motivated the team to achieve organizational goals. Conducted training sessions and quarterly performance reviews to maximize team potential and contribute to company growth.

Team Leadership Motivity Performance Management Training Development Goal Setting Communication

Receptionist/Housekeeping

Oasi Apartment Rental

Jul 2019 - Jun 2020 (11 months)

Handled cash, credit, and other transactions, maintaining accurate records and managing customer databases. Performed housekeeping duties including room tidying, organizing, and cleaning.

Customer Service Data Entry Housekeeping

Supervisor Housekeeper

Enjoy Hotel

May 2017 - Jul 2019 (2 years 2 months)

Ensured all rooms were clean, sanitized, and replenished, providing high-quality service to guests. Documented completed rooms and addressed customer questions and complaints in a timely manner.

Customer Service Quality Assurance Team Supervision Communication Documentation

Housekeeper

Barefoot Beach Caye Caulker

Jan 2016 - May 2017 (1 year 4 months)

Cleaned and disinfected various areas including washrooms, laboratories, and bedrooms, ensuring health standards were met. Provided good quality service to customers and maintained proper storage of cleaning supplies.

Housekeeping Customer Service Health Standards

Education

Degrees, certifications, and relevant coursework

Maud Williams High School

Diploma, Business Administration

Grade: Honors

Activities and societies: Earned top grade in accounting and business. Award of Merit

Completed a comprehensive Diploma in Business Administration, focusing on core business principles. Achieved top grades in accounting and business courses, demonstrating strong aptitude in financial and managerial concepts. Recognized with an Award of Merit for outstanding academic performance.