Sherelle Thompson
About Sherelle Thompson
Sherelle Thompson is a Senior Product Support Technician at Scientific Games, where she coordinates with operations and provides support for the Global Service Center. She has a background in human resources management and computer science, with previous roles in plant analysis and resource scheduling.
Work at Scientific Games
Sherelle Thompson has been employed at Scientific Games as a Product Support Tech III (Senior) since 2020. In this role, she coordinates with Operations for requests related to Interactive Voice Response (IVR) and SYSCON during events that affect the Global Service Center. She also takes on scheduling coordinator responsibilities after hours and on weekends, although she does not have approval authority. Her responsibilities include monitoring incidents and service requests in Astea to ensure timely closure and assignment to Field Service Technicians. Additionally, she serves as the primary point of contact and subject matter expert for the Global Service Center, providing support to Technical Service Representatives, Player Support Agents, and Dispatchers.
Previous Experience
Before joining Scientific Games, Sherelle Thompson worked as an Assistant Plant Analyst at TSTT from 2011 to 2015. This role was based in Green Street, Arima, Trinidad and Tobago. Additionally, she held a position at Scientific Games as an Associate Resource Scheduler for a period of 10 months from 2019 to 2020. Her diverse experience in these roles has contributed to her expertise in support and operations within the gaming industry.
Education and Expertise
Sherelle Thompson has a solid educational background in management and technology. She studied Human Resources Management at the University of Greenwich, achieving a Bachelor of Arts (BA) from 2015 to 2016. Prior to that, she obtained an Associate of Science (A.S.) in Management from the UWI School of Business and Applied Studies Limited between 2008 and 2010. Additionally, she earned a Certificate in Computer Science from the University of the West Indies, St. Augustine Campus, in 2007. This combination of education equips her with a strong foundation for her current role.
Coaching and Training Responsibilities
In her current position, Sherelle Thompson provides coaching based on quality assurance feedback and reviews recorded calls with agents. She is responsible for facilitating the onboarding process for new agents by offering slow-roll training support. Her role involves maintaining the 'daily lead log' to document all events and activities within the center, ensuring that new staff are adequately prepared for their responsibilities.
Technical Support and Monitoring
Sherelle Thompson is responsible for real-time monitoring and reaction to events that impact call center service levels. She utilizes Cisco tools for decision-making, ensuring that service levels are maintained. Her proactive approach to incident management and service requests is critical in supporting the operational efficiency of the Global Service Center.