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Jennifer C. Wright LinkedIn • M1M 0A4, Ontario CA

Profile

Visionary and highly dynamic professional with comprehensive experience leading management across various sectors, including business administration, customer relationships, projects, business procedure/process, policy writing, exceptional written communication, and analytical skills.

After several years working in a government of Jamaica statutory organization, I decided to move to Canada to pursue a new life and explore a career in International Development while using my previous experience in various managerial and supervisory positions. I am proficient in creating and implementing positive customer service and service-level management policies. At the same time, anticipating needs and concerns, investigate, and resolving complex issues in a professional and timely manner.

Areas of Expertise

Strategic Planning & Resource Allocation (Scheduling)

Customer Service

Operational Management

Interpersonal skills

Process / Procedure

Management

Service Level Management

Project Management

Stakeholder relationship management

Problem Solving

MS Office

Career Experience

Lush Cosmetics, Canada Oct 2019 – Dec 2021

Distribution Assistant Production Assistant

Coordinated vital functions in preparing and packaging cosmetic products for distribution to customers. The processes included pouring, pressing, and packing cosmetic products for distribution to stores and customers while assisting in Inventory control management, supply chain, distribution, or warehouse operations using ERP systems (Microsoft Dynamics AX) and exceeding the set production targets.

Proficient in utilizing mechanical equipment such as picking carts, handheld scanners, and pump trucks

Trained new employees on operational procedures and safety.

Plan International, Canada

Donor Care Representative Sept - Nov 2020

Delivered exceptional donor service by leveraging empathy and rapport-building to make every meaningful engagement via phone, email, and written correspondence, while educating donors about the program's impact. Employed active listening, adaptable conversational skills, and persuasive questioning techniques to ensure optimum performance and first call resolution.

Attained a 90% accuracy score in call management.

Offered strong recommendations and alternative solutions to maintain a donor’s financial contribution, re-engage lapsed donors, and build donor loyalty.

National Water Commission, (NWC) Kingston, Jamaica

The NWC has been the premier provider of water and waste-water service in Jamaica for over five decades in Jamaica. It supplies 190 million gallons of potable water daily to its more than 400,000 registered accounts representing about 2 million residents across Jamaica with annual revenues of $ CAD240 Million as of March 2019. It is owned by the Government of Jamaica and has won several awards for water quality in South America and the Caribbean.

Regional Manager Northeast (NE) Mar 2018 - Jan 2019

Key Tasks

Executed and oversaw the financial and operational management of the region's annual revenues of $CAD12M. Led diverse cross-functional teams to grow and maintain revenue projections and customer penetration throughout the region.

Interface with stakeholders and strategically planned approaches to improve services received by customers. Perform administrative duties: planned and coordinated Disaster Preparedness and Revenue recovery programs.

Achievements

Championed the timely completion of the $CAD1M pipeline project.

Exceeded billing revenues by 5% and increased customer engagement by 50% over the budget year.

Overhauled operational waste leading to a decrease in electricity bills by 5%.

Successfully completed two $CAD1M and multiple $CAD50-400(000) projects within a strict budget and time restraints.

Fostered a cohesive stakeholder environment while consulting with local government ministers and community leaders.

National Water Commission, Kingston, Jamaica

Regional Customer Service Manager- St. Catherine Dec 2013 - Feb 2018

Key Tasks

Led the commercial operations of the Parish, including monitoring and analyzing customer interactions, maximizing revenue billing, and collecting $CAD18Million per annum. Introduced new business processes and policies to ensure increased customer engagement and satisfaction. Engaged community, civic, and local government leaders on new organizational developments. Reviewed and audited budgets, invoices, revenue adjustments, tender evaluations, and all financial activities for the Parish.

Achievements

Boosted quality of staff training/coaching by 100%.

Successfully justified and managed 20 customer service improvement projects.

Conducted staff job satisfaction surveys, resulting in a 40% increase in staff job satisfaction and career realignment.

Grew billing revenue by 6-8% over 2013 – 2018, increased revenue collection from billing, averaging up to 85%.

Enhanced customer satisfaction by 3% via the introduction of quarterly in-house/office customer satisfaction service.

Increased customer engagement by 40% by arranging 60 town hall meetings/meetups, ad-hoc street meetings, and civic leaders/stakeholder meetings.

Projects

Implemented the Port Antonio Sewerage customer installation Program, 2018 - 2019 Coordinated the N.E.

Water supply (6km) pipeline, 2018 – 2019 Oversaw the implementation of new water facilities, 2011 – 2018 Chaired the implementation of Business Policy / Procedures training/Change Management, 2014

Planned/coordinated the implementation of new CRM, 2009

Education

Post Graduate Certificate International Development (Hons.)

Humber College, Sept. 2019 - Dec 2020

Certificate of Achievement, Project Management

University of the West Indies Mona, Jamaica, June – July 2009

BSc. Public Sector Management -

University of the West Indies (UWI) Mona, Jamaica, Sept 2004 – June 2008

Volunteer Experience

Canadian Red Cross 2021- Present

Global Medic 2019

Certifications

WES Certification completed 2021

oUWI BSc. Public Sector Management

OSHA – General Industrial Safety and Health 2015

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