SUMMARY Take-charge professional with over *.* years of experience delivering executive support and team leadership to business operations. Leading teams of over 300 FTE, with annual revenues between $3Mil USD to $20Mil USD. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, sales & revenue management, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service, employee experience and retention.

SKILLS

EXPERIENCE

•Client Services • Customer Experience

•Analytical Skills • Communication

•Data Analysis & Reporting • Project Management

•Critical Thinking • Motivational Leadership

•Administration • Performance & Resource Management

•Presentation Skills • Budgeting and Forecasting

Head of Operations 10/2021 – 08/2023

Itel International

•Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

•Implemented successful business strategies to increase revenue and target new markets.

•Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

•Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.

Head of Department 01/2020 - 10/2021

Itel International

•Lead a standard team of 5 Supervisors – 60 FTE in non-peak season and 300 or more FTE in the busy season across a 24/7 hoop.

•Spearheaded the introduction of an additional 2 lines of business – taking the BU's total to 4.

•Successfully piloted ITEL's first wave of WAH transitions and have been managing with all employees working remotely for over 2 years.

•Created and implemented several incentive & engagement activities that positively impacted the team's overall performance.

•Which helps promote healthy competitive spirit comrade.

•Lowered the BU's average attrition rates from 10% to less than 2% with effective leadership strategies.

•Slashed the absenteeism rate by 50% down to an average of 7% monthly within the first 4 months of hire.

•Consistently implementing strategies to meet/exceed client KPI’s.

•With the strategies deployed the team saw all metrics increase from 60% to attainment to being on goal at 100% - 110% attainment after the first 6 months

•Liaison with those involved with client programs, Training, Recruiting, Client Services,

Human

•Resources and Information Technology.

Head of Department 07/2018 - 10/2019

Fusion BPO Services

•Lead a team of 8 Supervisors and 130 representatives, to achieve consistent monthly performances, won the client's confidence and doubled staffing count (20

Supervisors/300 representatives) across a 5-month time span as a result

•Team size at steady state became 400 FTE plus after 1 year.

•Instituted a career development process that promoted deserving employees during periods of rapid growth.

•Developed and implemented a training/mentorship sales program, which increased the daily sales by 5% within the first month and routinely surpassed monthly sales objective, closing at 102% to 110% to goal set by client.

•Managed focus groups to address CSR's issues, implemented retention tactics, reducing annual turnover by 15% and increased employee production by 18%

•Received recognition from Michelle Jordan (AT&T Sr Product Development Manager) in November 2018, for the teams outstanding Sales Performance within the Direct Sales Platform, basis consistently setting new records for Sales Conversion%, ultimately becoming the standard by which other centres were measured; in addition to having no Sales Integrity or Compliance infraction for the first half of 2018.

•Conceived and implemented a series of activities cross-departmentally, which in turn increased colleague ship, strengthened culture and brought "Fun and Challenge" in office.

Operations Manager 10/2017 - 06/2018

Fusion BPO Services

•Spearheaded a team consisting of 45 representatives for consecutive months of excellent sales performance and customer satisfaction.

•Securing the sales program and future growth for Fusion.

•Partnered with the WFM team, to address staffing fall shorts and scheduling issues.

•Revamped scheduling to factor in agent's home location.

•Subsequent decreases of 2% absenteeism weekly and 10% decrease in overall shrinkage within the first month.

•Successfully achieved service level requirements 100% of the time, to prevent fines.

•Mentored and conducted leadership training for all Team Managers on an ongoing basis to ensure proficiency and consistency.

•Prepared and conducted all corrective actions, terminations, and dispute resolution sessions.

Team Manager 08/2017 - 10/2017

Fusion BPO Services

•Developed process efficiencies to improve my team's quality from 75% to 91% within 3 months.

•Met and exceeded all KPI's including Customer Satisfaction, Handle Time (AHT), Quality, Sales etc.

•Transformed 4 agents within the lowest 5% of the department, to be within the top 10%

•Received recognition as Top Team Manager for 3 consecutive months.

•Piloted a team of 6 agents for a prospective new business, in addition to 15 customer service representatives on another line of business.

•Delivering exceptional results, despite having to learn additional processes.

•Maintained attendance sheets and prepared weekly payroll input.

Subject Matter Expert 06/2017 - 08/2017

Fusion BPO Services

•Utilized Workforce Management tools to ensure schedule adherence.

•Worked tactically with CSR's daily, to achieve daily targets 100% of the time.

•Balanced time to be readily available to answer queries and handle escalated calls to resolve customer issues and ensure customer satisfaction.

•Acted as a Team Manager in the event there was any absent on a given day or period.

•Awarded for being the most vocal, in addition to being a member of the team that was ranked first for the first 2 months of the campaign’s inception.

•Developed the company's first sales acceleration plan.

Operations Specialist 07/2016 - 03/2017

Sutherland

•Maintained daily contact with clients to close sales leads, by helping the customer to realize their need for the services.

•Tracked all wireless Sales in the centre, from order submission to activation.

•Decreasing the overall cancellation rate from 20% to 8% within a 3-month time span

•Eliminated the need for customer call-backs, by providing service and quality checks based on the survey scores.

•Reduced the outbound call percentage from above 10% to below 2% thus eliminating any fines or additional administrative costs.

Customer Care Specialist 01/2015 - 07/2016

Sutherland

•Acted as the primary contact for clients, responding to a high volume of calls, resolves all issues on a first call basis, providing accurate information on current products and capitalizing on the customers' future needs.

•Generated new businesses by cross selling products proven to be beneficial to the client.

•Top sales producer, consistently increasing revenue month after month.

General Office Clerk 04/2013 - 11/2014

Costal Gas

•Managed account receivables, generated credit invoices, sales receipts, purchase orders and kept an efficient record of the daily sales and petty cash through QuickBooks.

•Performed clerical duties, such as scheduling appointments, filing, photocopying and drafting reports with the aid of the Microsoft Office Suite

•Acted as a liaison and maintained open lines of communication among, shareholders, admin staff and senior executives.

•Monitored all deliveries to and from the plant and kept customers updated accordingly.

EDUCATION AND

TRAINING

Associate degree: Business Administration and Management

University of the People

High School Diploma: Accounting

Wolmer's Schools

Certificate in Hotel Management Operations - Alison

1-385-***-****

170*-******** Lean Six Sigma Yellow Belt Certification -

The Council for Six Sigma Certification (CSSC)

01/2022

01/2009

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