Shanice Thomas

To enhance my professional skills, capabilities and knowledge in an organization which recognizes the value of hard work and trusts me with responsibilities and challenges.

Trainer & Quality Analyst Specialist - Wavenet

(2025-06)

I started my career as a First Line Help Desk Specialist, acting as the first point of contact for customers, partners, and suppliers. I managed calls and incidents, service requests, ticket logging, triage, prioritization, and customer communication while working closely with internal teams and suppliers using tools such as ServiceNow. I was later promoted to Training and Quality Specialist, where I train engineers on soft skills, customer service, communication, call and ticket management through the Customer Experience Academy.

I also conduct quality assurance to ensure training effectiveness, maintain service standards, and support continuous improvement in customer experience.

Quality Analyst - Teleperformance

(2020-11 - 2024-10)

I was promoted from Customer Service Representative to Quality Analyst within a span of a year due to strong performance and attention to detail on calls.

• Monitor and evaluate customer interactions to ensure quality standards and compliance with company policies
• Provide coaching and feedback to team members to improve communication, technical troubleshooting, and problemsolving skills
• Collaborate with training and operations teams to identify process gaps and recommend improvements
• Work in a fast-paced, 24-hour business environment, demonstrating strong organizational skills and punctuality
• Utilize analytical tools and reporting systems to track performance metrics and customer satisfaction

Matric - Elsies River Secondary School (2011)

N6 Certificate - Public Management - Northlink College (2014)