CHRISTINE SINCLAIR
North York,Ontario
Summary
"Exceptional senior team leader with a strong aptitude for research, impeccable time management abilities, and a knack for creative problem-solving. Known for superior organizational skills, adept at team management, and a proven track record of consistently meeting and exceeding deadlines,"
Overview
13
13
years of professional experience
1
1
Certification
Work History
SENIOR TEAM LEADER
Sagility Ltd. | Humana Health Insurance
Kingston
04.2019 - 09.2023
- Supervised a total of 15 team leads, each having a maximum of 15 brand advocates.
- Managed the day-to-day operations of the department while ensuring high standards of quality control by liaisoning between the operations manager, team lead, and brand advocates.
- Offered training and support to keep team members motivated and working toward objectives.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Identified opportunities for process improvements to increase efficiency and effectiveness.
- Maintained positive working relationships with fellow staff and management.
- Implemented systems for tracking employee attendance, leave requests, and overtime.
TEAM LEADER
Hinduja Global Solutions, HGS, Humana Health Insurance
Kingston, Jamaica
01.2016 - 03.2019
- Actively listen to team members' feedback and skillfully resolve any conflicts or issues.
- Propose and coordinate engaging team-building activities that foster a cohesive work environment.
- Delegate tasks efficiently and establish clear deadlines for team members.
- Mentor team members in customer service techniques, offering constructive feedback and motivational support toward achieving their objectives.
- Conduct candidate interviews, providing valuable insights into the suitability of applicants for successful hiring.
- Cultivate a strong rapport with team members through a positive attitude and attentive communication.
- Serve as the primary point of contact for up to 120 staff members, swiftly addressing complex administrative and training challenges.
QUALITY ANALYST
Hinduja Global Solutions, HGS, Humana Health Insurance
Kingston, Jamaica
01.2014 - 01.2016
- Develop and maintain quality metrics and key performance indicators (KPIs) to track and measure quality performance.
- Achieve call monitoring goals by diligently tracking call performance.
- Offer valuable feedback and provide coaching to enhance team members' call etiquette.
- Develop, revise, and validate quality standards and testing procedures to optimize software quality cost-effectively and efficiently.
- Actively engage in biweekly calibration sessions to ensure consistency and alignment within the team.
- Collaborate closely with management to deliver training sessions aimed at enhancing processes and contributing to the development and upkeep of quality training materials.
- Maintain accurate and organized records of quality inspections, tests, and findings. Ensure that the documentation is accessible and up-to-date.
GUEST SERVICE AGENT/NIGHT AUDITOR
Morgan's Harbour Hotel & Marina Port Royal
Kingston, Jamaica
01.2011 - 01.2013
- Extend a warm and courteous welcome to hotel guests, ensuring a friendly atmosphere.
- Efficiently handle payment transactions from guests using both cash and credit cards.
- Professionally and promptly address telephone inquiries, skillfully transferring calls as needed.
- Serve as a reliable point of contact for guests, addressing any inquiries or concerns promptly.
- Effectively manage group reservations for conferences, restaurant bookings, and accommodations.
- Conduct night auditing procedures meticulously, focusing on precision and attention to detail.
- Ensure all essential paperwork is meticulously completed to facilitate a smooth handover at the end of the shift.
Education
Bachelor of Science -
University of The Commonwealth Caribbean
Kingston,Jamaica09-2022
City & Guilds of London Certificate - International Customer Service
Health, Education & Counselling Institute (HECOIN)
01.2014
Diploma - International Shipping & Logistics
Caribbean Maritime Institute
01.2010
Caribbean Secondary Examination Certificate -
Hampton School
01.2008
Bachelor of Science - Computer Networking
Centennial College of Applied Arts And Technology
Scarborough, ONSkills
- Conflict Management
- Organization Strategies
- Team Development
- Strategic Planning
- Performance Evaluations
- People Management
- Call Center Operations
- Attention to Detail
- Problem-Solving
- Onboarding and Orientation
- Performance Improvement
- Service Level Agreements
- Giving Constructive Feedback
- Work Planning and Prioritization
- Goal Setting
- Coaching and Mentoring
- Flexible Schedule
- Key Performance Indicators
- Shift Scheduling
- Mentoring
- Quality Improvement
- Documentation and Reporting
- Technical Support
- Complaint Resolution
- Client Service
- Team Supervision
- Cash Handling
- Teamwork and Collaboration
- Client Support
Certification
- Global Service Sector (GSS) Apprenticeship Programme, -Supervisory Management, 2022
- Lean Six Sigma White Belt certification , 2022
- Google Cloud Essential , 2023
Hobbies and Interests
I enjoy reading self-help books as well as travelling and networking.
References
Available upon request
Languages
English
Professional
Accomplishments
- Top Quality Analyst, 2015
- Top Team Leader , 2018
- Top performer in the Global Services Sector (GSS) Apprenticeship programme
Affiliations
- Reading self-help books and working out
- Travelling
- Networking
References
References available upon request.
Timeline
SENIOR TEAM LEADER
Sagility Ltd. | Humana Health Insurance
04.2019 - 09.2023
TEAM LEADER
Hinduja Global Solutions, HGS, Humana Health Insurance
01.2016 - 03.2019
QUALITY ANALYST
Hinduja Global Solutions, HGS, Humana Health Insurance
01.2014 - 01.2016
GUEST SERVICE AGENT/NIGHT AUDITOR
Morgan's Harbour Hotel & Marina Port Royal
01.2011 - 01.2013
Bachelor of Science -
University of The Commonwealth Caribbean
City & Guilds of London Certificate - International Customer Service
Health, Education & Counselling Institute (HECOIN)
Diploma - International Shipping & Logistics
Caribbean Maritime Institute
Caribbean Secondary Examination Certificate -
Hampton School
Bachelor of Science - Computer Networking
Centennial College of Applied Arts And Technology
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