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Shushanna Bailey

Customer Service/Success Manager/ Jr PM/ Jr Data Engineer/ Jr Front End Developer/ Jr UX Designer

Message
Intro
Jamaica
Studied Software Development at University of Strathclyde
Studied Psychology at University of Western Ontario
Studied Hotel Management at George Brown College
Computer Software
Joined September 2, 2022

Skills

Languages

English
-
Native or Bilingual
About
I emigrated to Canada to pursue higher-level studies. I completed a College Diploma in Hotel Management at 19 then spent almost 10 years working in the airline Industry. I also worked in Liberia, Somalia, and Kenya as a contractor in the United Nations Peace Keeping Missions. In the early stages of my Airline career, I start a bachelor's Degree in Psychology which I completed in 2021 after working for over a year as a youth counselor. It was also a goal of mine to pursue studies in software development, so when the opportunity arose for me to do a post-graduate degree in software development in the UK, I leaped at the opportunity. I am very motivated to learn and do new things and I pursue my interests with fervor. This mindset has led me to wonderful opportunities to both do and learn. I am well-read and possess skills in multiple industries. But most importantly I am able to connect with and relate to people around me which is an important quality for anyone to possess. I am really interested in exploring Customer Success Management, Technology Analyst/ Consulting, or Data Engineering. I have a lot of transferable skills such as Training & Facilitation, Public speaking, Communicating technical knowledge, Writing procedures, and Implementing procedures. I am also working on Microsoft Azure certifications.
Experience
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Sutherland
Sep 2020 – Jul 2021
Toronto, Canada
Guest Service Agent
• Achieved a 92% client satisfaction score based on client feedback by providing timely and appropriate solutions. • Maximized client account experience by responding to 75-100 client inquiries daily via zendesk tickets and phone calls to amplify client retention. • Parlayed expertise as a technical support specialist to help clients navigate through Sutherland Global products. • Maintained a call handling time of 16.7% below average by researching client trends to create solutions, reducing resolution time. • Leveraged technical systems to support high data privacy, speed, and accuracy to attain a 100% call documentation rate.
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Boys and Girls Club of Calgary
Aug 2018 – Aug 2019
Calgary , Canada
Youth Worker
• Managed the day-to-day group home operations by tracking and ordering inventory and ensuring the availability of required resources. • Coordinated community resources to create youth-centered goals that supported residents' personal social, and educational development.
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Trans Capital Air ltd
May 2015 – Apr 2018
Toronto, Canada
Cabin Safety Instructor
• Oversaw regulatory compliance to promote safety by spearheading the design, development, and maintenance of training materials. • Created action plans and protocols for emergencies by utilizing the appropriate safety reporting program to identify and communicate all known hazards. • Ensured continual improvement through periodic review of documented policies and processes, guaranteeing the smooth running of departmental operations after each review. • Evaluated ongoing training programs and advised on potential optimization to highlight insights gained from instruction courses. • Delivered cabin safety training using approved training programs which ensured graduates were fully equipped to go into mission.
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Trans Capital Air ltd
Mar 2014 – Apr 2018
Toronto, Canada
Purser/Flight Attendant
• Worked in challenging conditions as an International Contractor in the UN Peacekeeping Missions, and engaged in rapid problem solving daily, increasing contract hours for the company. • Created new workflows on cabin safety and procedures for 4 very different bases, leading to a total revamp of the Cabin Safety and In-Flight Services Department. • Communicated effectively in cross-cultural environments with VIPs of Developing Nations, resulting in positive relationships between flight crew and clients serviced. • Developed Standard Operating Procedure for the cabin safety department.
Education
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University of Strathclyde
Sep 2021 – Sep 2022
Masters of Science, Software Development
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University of Western Ontario
Sep 2008 – Jun 2021
Bachelor of Arts, Psychology
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George Brown College
Sep 2005 – Jun 2008
College Diploma, Hotel Management
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