Shaunna Porter
@shaunnaporter
I am an experienced customer service leader improving team performance and quality assurance.
JamaicaWhat I'm looking for
I am a seasoned quality analyst and team leader with hands-on experience in customer service operations and training. I aim to encourage creativity and innovation while driving measurable performance improvements.
As a Subject Matter Expert and Acting Team Manager at a global services firm, I oversaw daily operations, managed staff, and coached agents to deliver exceptional customer service and improved quality metrics.
I bring strong communication, leadership, coaching, Microsoft Office (Excel, PowerPoint) and problem-solving skills, and I seek roles where I can develop people, refine processes, and support organizational growth.
Experience
Work history, roles, and key accomplishments
Served as a Temporary SME during a 3-month engagement, supporting quality processes and coaching agents to improve adherence to procedures and consistency of customer service.
Acted as interim team manager for a 2-month period, overseeing daily operations, managing staff, and coaching direct reports to maintain service levels.
Education
Degrees, certifications, and relevant coursework
Church Teacher’s College
Teaching
2019 - 2024
Attended Church Teacher’s College from May 2019 to October 2024.
Knox Community College
Degree in Teaching, Teaching
2019 -
Completed a three-month teaching program at Knox Community College in January 2019.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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