Experience

Support Services Group- Jamaica

• Jamaica
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Operations Manager

  • Apr 2023 - Present

  Oversees the day to day operations of a 200+ (and growing) workforce, ensuring we meet/exceed client's KPIs, project implementation and management, consistently meeting deadlines throughout whilst maintaining/increasing the profitability of the business.

• Operations Supervisor

  • Sep 2020 - May 2023

  Oversee all matters related to employee productivity, engagement and development. Which includes but not limited to;*Design and implement action plan to meet/exceed KPIs' across all client metrics*Ensure timely completion for all compliance courses requested by clients*Oversee payroll for 250+ employees *Develop competitive environment to identify and up-skill new leadership talent for continued growth. *Create new and exciting activities to boost agent moral *Maintian P/L margins by atleast 20%. Show less

• Workforce Management Analyst

  • Feb 2020 - Sep 2020

  The responsibility to predict and counteract any challenge that will negatively impact our ability to meet/exceed staffing requirements. This is facilitated by analyzing large pools of data to determine trends, create and implement effective plans to meet short, medium and long term goals with respect to staffing and profit/loss margins



Sutherland Global services

• New kingston

• Certified training assistant

  • Jan 2017 - Feb 2020

  Primarily my objective is to train new hires to take on the rigorous task of troubleshooting hardware and software issues that Xbox customers may face. In addition to that I am asked to provide creative way to disseminate additional new information in an easily digestible manner to keep concurrent with the policies and technology of Microsoft. Primarily my objective is to train new hires to take on the rigorous task of troubleshooting hardware and software issues that Xbox customers may face. In addition to that I am asked to provide creative way to disseminate additional new information in an easily digestible manner to keep concurrent with the policies and technology of Microsoft.



Xerox Limited

• Technical Customer Service

  • 2013 - Nov 2016

  Work explicitly for a subset of an Amazon company Audible(an Amazon company that sells recording books that you can interact with through various platforms of technology such as Android and Apple phones, mp3 players of Android and Apple, computers, anti-virus softwares and car systems ), I was required to troubleshoot and fix any issue relating issues or bugs that appeared on these platforms while still providing customer service that exceeded expectations. Work explicitly for a subset of an Amazon company Audible(an Amazon company that sells recording books that you can interact with through various platforms of technology such as Android and Apple phones, mp3 players of Android and Apple, computers, anti-virus softwares and car systems ), I was required to troubleshoot and fix any issue relating issues or bugs that appeared on these platforms while still providing customer service that exceeded expectations.