ad1gmn@r.postjobfree.com

876-***-****

** ******** *******, ********

Https://www.linkedin.com/in/b

arrington-golden-38366054/

Skills

● Client Services

● Service Delivery

● Analytical Skills

● Contact Center Operations

● Critical Thinking

● Delegation

● Presentation Skills

● Customer Experience

● Communication

● Reporting

● Data Analysis

● Resource Management

● Project Management

● Motivational Leadership

● Performance Management

● Budgeting and Forecasting

Education And Training

30/06/2017 - Graduated

Bachelor's Degree:

Management Studies

University of the West Indies

References:

Dunstan Newman (Justice of the

Peace)

ad1gmn@r.postjobfree.com

Tel:876-***-****

Rudolph McNeil (Snr Head of

Department)

ad1gmn@r.postjobfree.com

Tel:876-***-****

Barrington L.Golden

Career Summary

I am a proactive and reliable professional with over 5 years of experience in providing executive support and leading business operations across various industries. I have successfully managed teams of up to 250 FTE, generating annual revenues of up to $30 million USD. I have a strong track record of delivering excellent customer service, employee engagement and retention, and office administration. I have also demonstrated skills in sales and revenue management, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. I have a global perspective and experience, having led teams in Jamaica, Canada, El Salvador, Belize and St. Lucia in the sectors of retail, telecommunications, entertainment and hospitality. Experience

Yeetiq - Account Manager /Head of Operations

03/2023 - 09/2023

● Grew the the site total complement of business units by 10%

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

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

● Improved productivity KPIs by13% within the first 4 months of joining.

● Orchestrated several SOPs that dictates the overall governance of the campaign.

● Developed a bonus strategy for all programs, increasing the teams overall morale, with a 16% lift in employee retention.

● Strategically implemented the cadence for performance management and KPI review by developing the Ops KPI Committee..

● Sole gatekeeper of financial expenditure, approving all invoices, with an average 3.2% monthly below planned PTR goals

● Minimized client escalations by hosting regular meetings to test client satisfaction and driving success through curated action plans to mitigate risks.

● Implemented monthly reviews to ensure compliance to SOW requirements, capacity planning, risk assessment and facility management. Itel International - Operations Manager

10/2019 - 10/2022

● 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 6 months of being promoted.

● 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.

The Office Gurus - Head of Department

03/2022 - 6/2022

● Strategically implemented the cadence for performance management and KPI review by developing the Ops KPI Committee.

● Invoice Review & Approval

● Established performance review cadence with leads, spanning weekly and monthly

● Improved cost savings by overseeing the expenditure, incentive payouts, which resulted in a 4.1% return on average per month.

● Maintains and improves call center operations by monitoring performance, identifying and resolving problems, and preparing and completing action plans.

● Developed an engagement team & calendar to help improve employee morale and experience.

● Consistent communication with the Recruiting department to ensure appropriate recruiting is taking place to meet agent demand and profile

● Implemented monthly reviews to ensure compliance to SOW requirements, capacity planning, risk assessment and facility management.

● Take part in the recruitment process of the senior members of the operations departments.

● Strengthen and Maintain relationship between clients and team members and evaluate and implement training needs for staff Itel International - Operations Supervisor

11/2018 - 10/2019

● Planning - Met and exceeded all KPI’s including: Customer Satisfaction, Handle Time (AHT), Quality, Sales and Voice Of The Customer (VOC).

● Organizing - figuring out problem root causes and start there

● Scheduling – coaching and training of associates

● Procedures – ensuring company standards are carried out as set by management

● Quality – Developed process efficiencies to improve my team’s quality from 75% to 91% within 3 months

● Evaluate – let each associate know where they are and what needs to be worked on

● Piloted a team of 15 agents for a prospective new business, in addition to 15 customer service representatives I had previously. Delivering exceptional re despite having to learn additional processes

● Maintained attendance sheets and prepared weekly payroll input.

● Created leadership and growth plans for associates which boost associates round performance, resulting in 3 associates promoted to Supervisors, 1 as to a Quality Analyst and 2 other to a Subject Matter Expert. VXI (Jamaica) - Team Manager

11/2016 - 10/2018

● Planning - get the team to meet all KPI’s - team struggled to meet targets when new policy came into being, I had to physical dial and teach by example and have agents live listen and document share and replicate best practices through coaching and triad sessions and scripts

● Organizing - figuring out problem root causes and start there, conduct weekly deep dive sessions, one and one ascertain where the agent is the reason for the progression or decline

● Scheduling – coaching and training of associates

● Procedures – I have helped with the formation of in house policies after reading the company policy and client policy, to not be in breach of either

● Quality – ensuring that the procedure are carried out in the highest standard, minimizing errors

● Evaluate –Carry out monthly, quarterly evaluations, carry out performance improvement plans, where areas of opportunities are identified, where the associate is at a current KPI, targets set, commitment by the associate to achieve these goals and my coaching sessions to have them supersede the set goals and attain site goal

● I work along with the Workforce Management team to accurately cover attendance based on the client requirement

.

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