Dawnnica Sinclair
About Dawnnica Sinclair
Dawnnica Sinclair is the Contact Center Team Lead at Barracuda in Campbell, California, overseeing a team of 15 representatives.
Current Role at Barracuda
Dawnnica Sinclair holds the position of Contact Center Team Lead at Barracuda (nyse: Cuda) in Campbell, California, United States. In this role, she supervises a team of 15 Contact Center Representatives. She is actively involved in updating the internal wiki-pages with current procedures and any new changes within the Contact Center. Dawnnica is responsible for the on-boarding and training of new hires to ensure they are well-equipped to handle their duties. Additionally, she delegates incoming technical support requests to the appropriate technicians to maintain efficient workflow and high standards of service.
Previous Experience at Barracuda
Before becoming the Contact Center Team Lead, Dawnnica Sinclair worked as a Contact Center Representative at Barracuda from 2009 to 2014. During her five-year tenure in this role, she gained extensive experience and deep knowledge of the company's operations and customer service protocols. This foundational experience helped prepare her for her current leadership position within the same company.
Educational Background
Dawnnica Sinclair studied at De Anza College. The education she received there provided her with the critical thinking skills and foundational knowledge necessary for her career in customer service and team leadership at Barracuda.
Team Management and Training Responsibilities
As a Contact Center Team Lead, Dawnnica Sinclair oversees the training and development of her team. She is responsible for the on-boarding process of new hires, ensuring they understand the company's procedures and are prepared for their roles. Her responsibilities include maintaining and updating internal wiki-pages to reflect the latest procedures and changes. She plays a key role in distributing technical support requests to the proper technicians to ensure efficient issue resolution.