Client Services Customer Experience
Resume:
****************@*****.***
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
●Stakeholder Relationship
●Vender Negotiation
●Contract Management
Education And Training
30/06/2017 - Graduated
Bachelor's Degree:
Management Studies
University of the West Indies
References:
Dunstan Newman (Justice of the
Peace)
*************@*****.***
Tel:876-***-****
Rudolph McNeil (Snr Head of
Department)
**************@*****.***
Barrington L.Golden
Summary
I am a proactive and reliable professional with over 7 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
Quest Security Services Ltd - Office Manager
05/2024 - Current
●Manage Office Budget
●Manage maintain systems, database software and platforms (ZOHO Desk, Projects, CRM, Biometric, surveillance)
●Assist with Job Description creation, manage masterlists
●Parking allotment and designation, waste management
●People management
●Onboarding
●Transportation and Operations
●Serve as the point of contact
●Maintenance
●Mailing
●Supplies planning and procurement
●Equipment
●Bills management and payment
●Health and Safety Checks and compliance
●Shopping, Errands
●Schedule meetings and appointments
●Organize the office layout and order stationery and equipment
●Maintain the office condition and arrange necessary repairs
●Partner with HR to update and maintain office policies as necessary
●Organize office operations and procedures
●Coordinate with IT department on all office equipment and system updates
●Ensure that all items are invoiced and paid on time
●Manage contract and price negotiations with office vendors, service providers and office lease
●Manage office G&A budget, ensure accurate and timely reporting
●Provide general support to visitors
●Assist in the onboarding process for new hires
●Address employees queries regarding office management issues (e.g. stationery, Hardware and travel arrangements)
●Liaise with facility management vendors, including cleaning, catering and security services
●Plan in-house or off-site activities, like parties, celebrations and conferences Yeetiq - Account Manager /Head of Operations
03/2023 - 02/2024
●Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
●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 initiatives, managing budgets,forecast and accounts, coordinating itinerary and scheduling appointments.
●Oversee Production,Assist in policy formulation and Planning
●Foster relationships with supporting departments
●Approves the bonus strategy for the programs
●KPI Ops Committee and new hire requisitions
●Invoice Review & Approval, manage resources as required to support accounts
●Ensures resolution of the escalated customer queries and complaints, and proactively seeking creative and innovative solutions.
●Implement and Verify staff is executing daily/weekly tasks to ensure effective and efficient floor management
●Adherence to Control and Compliance.
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
● Approves the bonus strategy for the programs
● Approves and creates with SBU the Planner template for the account
● KPI Ops Committee
● New Hire Requisitions
● Invoice Review & Approval
● Weekly one on one with CST that manage on the accounts
● Weekly one on one with the SBUs
● Maintenance of succession plan
● WIG Meetings
● Incentive management
● Recruitment & Holiday/Emergency committees
● Weekly Recap
● Manage resources as required to support accounts
● Ensures resolution of the escalated customer queries and complaints.
● Maintains and improves call center operations by monitoring performance, identifying and resolving problems, and preparing and completing action plans.
● Proactively seeking creative and innovative solutions.
● Consistent communication with the Recruiting department to ensure appropriate recruiting is taking place to meet agent demand and profile
● Implement and Verify staff is executing daily/weekly tasks to ensure effective and efficient floor management
● Helping to optimize procedures
● 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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