Creshenda Cameron

Experienced Cashier, Call Centre Agent, Administrator, and Data Capturer, Quality assurance, Management, and Query resolution, with over 17 years of experience in both the Call Centre and Customer Industries. Excellent reputation for paying attention to detail, resolving and understanding of problems, queries and requirements, improving customer satisfaction, driving overall operational improvements. Able to live up to all mission statements and carry out company values to meet excellent business and organizational standards. Attributes Team leadership abilities Customer service-oriented. Structured, methodical, and process-driven. Ability to demonstrate and confirm understanding of business and system requirements and issues. Excellent organizational, problem-solving, and interpersonal skills. Decisiveness and lateral thinking. Conceptual and analytical thinking ability. Skill to investigate and analyze information and draw conclusions. Good written and verbal communication skills. Ability to be accurate and thorough. Able to work under pressure. Able to work as an individual, as well as in a team. Able to plan; goal setting and time management skills. Able and willing to adopt standards, procedures, and specifications. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 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.

• Customer Service – assisting with pricing and size
• Handling of pay point
• Balancing the cash flow daily
• Wes bank : Call Center Agent – February 2007 to February 2008, Claims of Composer, Authors, and Publisher shares to record labels
• Capturing of compact discs information to the database ready for distribution of royalties
• Updating records on the Database for all Mechanical rights (Reproduction of music)
• Assisting in the adjustments credited incorrectly to members
• SAMRO : Query Resolution Administrator February 2012 – February 2013, Resolving of clients queries
• Supplying of information and findings on incorrect and under paid royalties to member
• Creating spreadsheets with comparisons of earnings verses what should have been earned
• Processing of adjustments where needed or all queries handled by myself
• Processing of no distributed royalties
• Achieving quality of above 99% for all amendments made on the system
• SAMRO : Query Resolution Supervisor February 2012 – February 2016

• Quality check on functions done by staff. Managing 1 quality control supervisor and 12 staff and 2 intern reporting to supervisor Managing 1 Post department Supervisor and Staff Compiling of weekly, monthly and biannual Statistics Quality check of information and findings on incorrect and under paid royalties to member for the queries team. Creating spreadsheets with comparisons of what has been quality assured. Quality checked on processing of the adjustments done and ready for processing for the company. Processing of none distributed royalties. Ensuring the team achieves a quality assurance of above 99% for all amendments made on the system including 99% of all errors disputed by the business. Managing of teams leave applications. Preparing workload and progress reports. Ensuring that distributions target dates met on time Ensuring a quality control on all functions meet a 20% quota Ensure company and departmental strategic alignment is maintained; budgets are established and adhered to by staff. Ensures the work flow is streamlined, and all processes are tested & documented Ensures documentation is accurate for Post Distributions. Investigates stakeholder, rights holders and management royalty queries and ensures the query is resolved within agreed deadline dates using agile sprint methodology (with a focus on timeous and complete resolution of queries). Being able to demonstrate and confirm understanding of business and system requirements and issues. Enforcing SAMRO's policies and procedures Identifying Gaps in business areas and analyzing of risk to the business Preparing of distributions prior to distribution run Processing of all distributions such as Television, Radio, Undocumented works, Mobile and internet transmissions, Performance adjustments, foreign royalties and many more Preparing the reports of the successful distributions Checks and balances of the distribution output Managing day to day purchase order releases Processing of all statements for both international and local rights holders. Maintaining the folders and FTP sites for each CMO and ensure latest documentations have been uploaded to the CMO platforms. Additional Functions not listed Query resolution from time to time Systems testing for new system for all distributions functions Creating of policies and procedures from time to time Creating of standard operating procedures when necessary Assisting in training new and existing staff Data researching for latest trends and threats Managing of relationships with the broadcasters Obtaining records from broadcasters relating to the playlists Identifying the rights holders for royalties which cannot be documented Problem solving and crisis management