Open to opportunities

Sylainee Fenelon

@sylaineefenelon

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Driven professional with 6 years in customer service and training.

Saint Lucia

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What I'm looking for

I seek a role that fosters growth, values collaboration, and emphasizes exceptional customer experiences.

I am a driven and adaptable professional with over six years of experience in customer service, training, and team supervision. My expertise lies in leading both remote and on-site teams, enhancing performance metrics, and delivering exceptional customer experiences. I have a proven track record in virtual training, client retention strategies, and process optimization, which has allowed me to thrive in various industries including telecommunications and training & development.

In my recent role as a Trainer at Speedy Loans, I facilitated both virtual and on-site training sessions for new hires in customer finance support. I designed engaging training materials that significantly improved knowledge retention, achieving a 92% trainee pass rate on final assessments. As a Supervisor at Verizon, I successfully led a remote team of over 15 agents, increasing team performance by 18% through targeted coaching and collaboration with quality assurance teams to reduce customer escalations by 23%.

Experience

Work history, roles, and key accomplishments

Trainer

Itel

Jan 2024 - Apr 2024 (3 months)

Facilitated virtual and on-site training sessions for new hires in customer finance support. Designed engaging materials to improve knowledge retention across loan support agents, achieving a 92% trainee pass rate on final assessments.

On Site Training Knowledge Retention Customer Finance

Supervisor

Itel

Aug 2022 - Dec 2023 (1 year 4 months)

Led a remote team of 15+ agents handling B2C wireless support, overseeing daily KPIs and increasing team performance by 18% over 6 months through targeted coaching. Collaborated with QA to design performance improvement plans that reduced customer escalations by 23%.

Remote Team Management KPIs Quality Assurance Customer Escalation

Customer Service Representative

Itel

Oct 2020 - Jul 2022 (1 year 9 months)

Handled up to 35 inbound calls per shift, consistently meeting service-level agreements, and was recognized as “Top Performer” for maintaining a 98% customer satisfaction rating for 6 consecutive months. Supported new team members by mentoring and providing real-time assistance.

Customer Satisfaction Mentoring

Education

Degrees, certifications, and relevant coursework

The University of the West Indies

Bachelor of Science, Social Work

Currently pursuing a Bachelor of Science in Social Work. This program focuses on developing skills for social welfare and community support.

Sir Arthur Lewis Community College

Associate Degree, Business Management

Completed an Associate Degree in Business Management. This program provided a foundational understanding of business principles and management practices.