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Shaunna Porter

@shaunnaporter

I am an experienced customer service leader improving team performance and quality assurance.

Jamaica
Message

What I'm looking for

I seek a customer-focused role in quality assurance or team leadership where I can coach staff, improve processes, and foster creativity in a supportive, growth-oriented organization.

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

Education

Degrees, certifications, and relevant coursework

CC

Church Teacher’s College

Teaching

2019 - 2024

Attended Church Teacher’s College from May 2019 to October 2024.

KC

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

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Shaunna Porter - Subject Matter Expert (SME) - Sutherland Global Services | Himalayas