Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Education And Professional Development
References
Languages
Certification
Timeline
Generic

Sherwyn Osborne

Toronto,Canada

Summary

Technical Account Manager with more than 3 years of hands-on experience in software development and web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.


Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.


Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Global Technical Account Manager

Majorel Canada/ Teleperformance
02.2021 - Current
  • Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
  • Collaborated with operations and sales teams for seamless product integration and enhanced customer experience.
  • Reduced response time for technical inquiries with efficient communication channels and teamwork.
  • Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
  • Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
  • Provided in-depth product training for customers, enhancing their understanding and usage of the technology.
  • Delivered exceptional customer support by resolving complex technical challenges in a timely manner.
  • Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
  • Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
  • Led cross-functional teams to deliver customized solutions that exceeded client expectations.
  • Streamlined internal processes to improve efficiency within the Technical Account Management team.

Administrative Assistant

Carson Dunlop Home Inspections
02.2020 - 04.2020
  • Supported executive staff through scheduling property inspections, coordinating travel arrangements, and preparing crucial documents.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.

Level 3 Central Station Dispatcher

A.P.I Alarms
06.2020 - 01.2021
  • Contributed to increased public safety by closely monitoring alarm systems and quickly alerting authorities when necessary.
  • Enhanced emergency response times by efficiently prioritizing and dispatching calls to appropriate personnel.
  • Ensured accurate record-keeping with diligent documentation of all calls, dispatches, and follow-up actions.
  • Maintained high levels of customer satisfaction by promptly addressing inquiries or concerns during high-pressure situations.
  • Consistently met performance goals through efficient call handling and quick decision-making under pressure.
  • Adhered to strict confidentiality standards, safeguarding sensitive customer information at all times.
  • Demonstrated versatility in handling various types of calls, including burglary, fire, medical emergencies, and panic alarms.
  • Closely monitored dispatch board to triage and prioritize over 100 daily calls.

Call Centre Director

Atlantic Tele-Network Inc
09.2018 - 11.2019
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Proved successful working within tight deadlines and a fast-paced environment.

Senior Call Centre Manager

Emerge BPO Services Inc.
01.2018 - 07.2018
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Reduced operational costs by 30% through comprehensive process improvement initiatives and resource management.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.

Director of Customer Service

Digicel Guyana
01.2010 - 11.2017
  • Optimized workforce scheduling to maximize productivity while minimizing labor costs.
  • Streamlined call center operations for improved efficiency and reduced wait times by 60%.
  • Conducted regular performance reviews with staff, identifying areas of improvement and providing constructive feedback.
  • Introduced comprehensive quality assurance processes, ensuring consistent delivery of exceptional customer service experiences.
  • Managed cross-functional teams to develop solutions for complex customer issues, resolving escalated complaints quickly and effectively.
  • Reduced employee turnover through effective recruitment strategies and ongoing professional development opportunities.
  • Coordinated with other departments to improve internal processes, enhancing overall company performance and achieving seamless collaboration between teams.
  • Analyzed data trends to identify areas of opportunity for process improvements and cost savings measures within the department.
  • Led team meetings focused on sharing best practices, addressing challenges, and celebrating successes in order to foster a cohesive, high-performing unit.
  • Collaborated with sales teams to design targeted promotions that incentivized repeat business from existing customers while attracting new clientele.
  • Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
  • Increased customer satisfaction rates by implementing new training programs for customer service representatives.

Operations Manager

Digicel Guyana
05.2009 - 12.2009
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs by 25%.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Handled staff training initiatives aimed to upskill the workforce to meet dynamic industry demands.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Team Lead Back Office

Digicel Guyana
02.2007 - 05.2009
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Explored new tools and technologies that enhanced the capabilities of the team members while enabling seamless collaboration across departments.
  • Trained new team members by relaying information on company procedures and safety requirements.

I.T. Technician

Qualfon Guyana Inc
09.2005 - 12.2006
  • Improved network efficiency by optimizing configurations and implementing necessary updates.
  • Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Developed and documented standard operating procedures for consistent IT service delivery across the organization.
  • Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
  • Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
  • Maintained office PCs, networks and mobile devices.
  • Set up PCs, projectors and microphones for use in video conferencing rooms.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.

Education

Master of Science - Information Systems Management

University of Liverpool
Liverpool, United Kingdom
11.2017

Associate of Science - Computer Science

University of Guyana
Turkeyen, Guyana
11.2005

Skills

  • Advance computer skills: Microsoft Office Suite, Microsoft Azure, Jira, SharePoint, Google Workspace, Linux, Mac, API
  • Languages: C, Java, SQL, PHP, Phyton
  • Problem solving
  • Stakeholder engagement
  • Process improvement
  • Change management
  • Cross-functional collaboration
  • Technical expertise
  • Product knowledge
  • Project management
  • Data analysis
  • Agile methodologies
  • Team leadership
  • Time management
  • Documentation

Accomplishments

  • Successfully moved customers business from Onsite to Offsite and then Hybrid during the pandemic. The use of security and VPNs were critical to the continuity of business- Majorel Canada Inc.
  • Designed and managed the implementation of a new IVR System which reduced call volume by 57% - Digicel Guyana
  • Led the quality and training group to digitize the training department in order to meet the ISO 9000 standard certification – GTT
  • Implemented home grown software that reduced customer service representatives’ email grammatically errors by 50% - Emerge BPO

Education And Professional Development

  • Master’s Degree, Information Systems Management, University of Liverpool, UK, 2017
  • Computer Science Diploma, University of Guyana, 2005
  • Professional Scrum Master (PSM), Scrum.org, 2020
  • Professional Manager Certification, Customer Operations Performance Center (COPC), USA, 2019

References

REFERENCES AVAILABLE UPON REQUEST

Languages

English
Native or Bilingual

Certification

Scrum Master

Six Sigma

Timeline

Global Technical Account Manager

Majorel Canada/ Teleperformance
02.2021 - Current

Level 3 Central Station Dispatcher

A.P.I Alarms
06.2020 - 01.2021

Administrative Assistant

Carson Dunlop Home Inspections
02.2020 - 04.2020

Call Centre Director

Atlantic Tele-Network Inc
09.2018 - 11.2019

Senior Call Centre Manager

Emerge BPO Services Inc.
01.2018 - 07.2018

Director of Customer Service

Digicel Guyana
01.2010 - 11.2017

Operations Manager

Digicel Guyana
05.2009 - 12.2009

Team Lead Back Office

Digicel Guyana
02.2007 - 05.2009

I.T. Technician

Qualfon Guyana Inc
09.2005 - 12.2006

Master of Science - Information Systems Management

University of Liverpool

Associate of Science - Computer Science

University of Guyana

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Sherwyn Osborne