Toni-Ann Ellis
@toni-annellis1
Customer Support & Operations Manager improving QA, CSAT, and SLA outcomes in healthcare.
JamaicaWhat I'm looking for
I’m a Customer Support & Operations Manager with 10+ years of experience supporting U.S.-based customers across healthcare, retail, and technical support environments. I’m known for clear communication, attention to detail, and a customer-first approach in both remote and in-office roles.
In my current remote BPO leadership role with Sutherland Global Services, I handle frontline support and complex escalations while consistently meeting QA, CSAT, and SLA targets. I also use performance data and call evaluations to improve service quality and reduce repeat customer issues.
I maintain detailed, accurate documentation in CRM systems to support follow-through and compliance, and I collaborate with quality, training, and client-facing teams to align support delivery with customer expectations. My experience includes HIPAA-compliant healthcare support, including prescription refill and order-status guidance.
Earlier roles strengthened my foundation in real-time floor support, agent coaching, de-escalation, and call monitoring in high-volume environments. I bring strong accuracy, workflow/script adherence, and continuous improvement habits built through customer and technical support work.
Experience
Work history, roles, and key accomplishments
Provided frontline remote support and operational assistance for U.S.-based clients, ensuring high-quality customer experiences. Resolved complex issues and escalations while meeting QA, CSAT, and SLA targets and maintaining accurate CRM documentation.
Operations Supervisor
Itelbop Smart Solutions
Sep 2018 - Oct 2019 (1 year 1 month)
Provided real-time floor support in a high-volume call center by monitoring live calls and performance metrics to maintain quality standards. Assisted agents with de-escalation and accurate issue resolution while enforcing workflows and client guidelines.
Provided U.S. health insurance phone support for a medical pharmacy, assisting members with prescription refills, medication availability, and order status. Verified eligibility and prescription details with strict HIPAA compliance in a high-volume call environment.
Customer Service Representative
Hinduja Global Solutions
Jul 2016 - Oct 2017 (1 year 3 months)
Delivered in-office phone support for a health insurance client, assisting members with benefits inquiries, claims status, and coverage information. Maintained HIPAA compliance and followed company policies while handling sensitive member health information.
Provided U.S. retail customer and technical support for orders, billing, returns, and basic technical issues. Conducted call monitoring and quality reviews, identified recurring customer issues, and collaborated on improvements to support processes.
Education
Degrees, certifications, and relevant coursework
Convent of Mercy Academy “Alpha”
High School Diploma
Earned a High School Diploma from Convent of Mercy Academy “Alpha” in July 2011.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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