Rory Stennett
Director - Customer Service at Ministry of Finance and the Public Service (MOFPS) Jamaica- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Paul Heinz
Rory was my main customer contact during a Customer Experience project. He was a major driver for the project and impressed by his deep knowledge on Customer Experience and his pragmatic and efficient way of working. His ability to gather and allign all participants on the project's objectives as well as commit them on their contributions was a key successfactor to the project. It was a pleasure working with Rory due to his personality and helpfullness.
Phillip Cole
Rory is very detailed oriented and always was very good at resolving customers Internet issues and designing training materials for the use of the Contact Centre. His communication skills are excellent and he always seeks to constantly improve current Business Processes and approaches. Rory's contribution to the Team was invaluable and he was consistently one of the top performers during my tenure of 5+ years.
Paul Heinz
Rory was my main customer contact during a Customer Experience project. He was a major driver for the project and impressed by his deep knowledge on Customer Experience and his pragmatic and efficient way of working. His ability to gather and allign all participants on the project's objectives as well as commit them on their contributions was a key successfactor to the project. It was a pleasure working with Rory due to his personality and helpfullness.
Phillip Cole
Rory is very detailed oriented and always was very good at resolving customers Internet issues and designing training materials for the use of the Contact Centre. His communication skills are excellent and he always seeks to constantly improve current Business Processes and approaches. Rory's contribution to the Team was invaluable and he was consistently one of the top performers during my tenure of 5+ years.
Paul Heinz
Rory was my main customer contact during a Customer Experience project. He was a major driver for the project and impressed by his deep knowledge on Customer Experience and his pragmatic and efficient way of working. His ability to gather and allign all participants on the project's objectives as well as commit them on their contributions was a key successfactor to the project. It was a pleasure working with Rory due to his personality and helpfullness.
Phillip Cole
Rory is very detailed oriented and always was very good at resolving customers Internet issues and designing training materials for the use of the Contact Centre. His communication skills are excellent and he always seeks to constantly improve current Business Processes and approaches. Rory's contribution to the Team was invaluable and he was consistently one of the top performers during my tenure of 5+ years.
Paul Heinz
Rory was my main customer contact during a Customer Experience project. He was a major driver for the project and impressed by his deep knowledge on Customer Experience and his pragmatic and efficient way of working. His ability to gather and allign all participants on the project's objectives as well as commit them on their contributions was a key successfactor to the project. It was a pleasure working with Rory due to his personality and helpfullness.
Phillip Cole
Rory is very detailed oriented and always was very good at resolving customers Internet issues and designing training materials for the use of the Contact Centre. His communication skills are excellent and he always seeks to constantly improve current Business Processes and approaches. Rory's contribution to the Team was invaluable and he was consistently one of the top performers during my tenure of 5+ years.
Credentials
-
PRINCE2 Agile® Foundation
AXELOS Global Best PracticeJul, 2023- Nov, 2024 -
Verified International Academic Qualifications
World Education ServicesDec, 2021- Nov, 2024 -
IELTS General Training: Overall 9.0
British CouncilSep, 2021- Nov, 2024 -
ITIL Foundation Level
AXELOS Global Best PracticeApr, 2021- Nov, 2024
Experience
-
Ministry of Finance and the Public Service (MOFPS) Jamaica
-
Jamaica
-
Government Administration
-
1 - 100 Employee
-
Director - Customer Service
-
Jul 2020 - Present
Staffed, equipped and started-up the first Customer Service Branch. Designed and launched a modern and award winning customer service lobby Designed, configured and launched the first online self-service support portal based on ManageEngine's Support Centre Plus Collated the Ministry's first Service Catalogue by adapting ITIL v4 principles and templates Modernized the Citizen's/Customer Charter Staffed, equipped and started-up the first Customer Service Branch. Designed and launched a modern and award winning customer service lobby Designed, configured and launched the first online self-service support portal based on ManageEngine's Support Centre Plus Collated the Ministry's first Service Catalogue by adapting ITIL v4 principles and templates Modernized the Citizen's/Customer Charter
-
-
-
eGov Jamaica Limited
-
Jamaica
-
IT Services and IT Consulting
-
1 - 100 Employee
-
Manager, Technical Support
-
Apr 2019 - Jul 2020
Lead a medium-sized multi-skilled team responsible for End User Domain Administration, Service Desk Management and Training.End User Domain Administration- Manage an annual budget to procure devices, software and services for end users at eGovJa- Develop a procurement plan to ensure that end of warranty (and end of life) devices are replaced, consistent with the life-cycle policy and best practice.- Provide full support (Tier 1 to Vendor Support at Tier 3) for the end user domain- Provide End User Domain consultative services for all MDAs, making device purchase recommendations according to the requirements of the purchasing agency.Service Desk Management- Create a streamlined process to equitably distribute calls and emails from MDAs to eGovJa (G2G) that can scale when eGovJa transitions to the ICT Authority - Manage the Request Fulfillment, Incident Management and Problem Management processes - Maintain Operations Level Agreements between Service Desk and internal Support teamsTraining- Develop internal technical talent by creating training programmes to move staff from being IT generalists to finding their eventual IT career specialization Show less
-
-
Manager - Service Delivery
-
Dec 2017 - Apr 2019
Lead the adoption of ITIL standards in the organization while working to create a fully compliant IT Service Desk. Acquired a new ITSM and streamlined the Request Fulfillment, Incident Management and Problem Management procedures.Managed a team of Tier 1 service desk agents tasked with being the first point of contact for all client issues.Established a governance structure for the management of the Customer Experience Strategy.
-
-
-
ZS | Medullan
-
United States
-
IT Services and IT Consulting
-
1 - 100 Employee
-
Manager, Program Results
-
Dec 2016 - Nov 2017
Performed Scrum Master dutiesCoordinated and monitored projects or programs from initiation through delivery.Served as liaison between the various project stakeholders to ensure that all targets and requirements are met. Proactively measured progress toward milestones, monitored quality of deliverables.Gathered required data to evaluate project objectives, goals, and scope to create project plans.
-
-
Business Analyst
-
Aug 2015 - Nov 2016
Digital Strategist (May 2016 to September 2016)Worked with client stakeholders to create a medium-term Program Roadmap. Helped move my client from a silo view to a cohesive platform, leveraging efficiency that will contribute to a healthy ROI while opening up new revenue streams.Project Manager and SCRUM Master (August 2015 to May 2016)Worked with a major player in the insurance industry to implement a content management solution and digital strategy.Managed a multi-functional team and kept project costs within budget.Assisted and led User Research sessions.Acted as "Product Owner" surrogate to ensure SCRUM team was always focused on what was most important to the client. Show less
-
-
-
LIME
-
Telecommunications
-
700 & Above Employee
-
Customer Journey Manager - Action
-
Aug 2011 - Jun 2014
- Lead transition of Customer Experience measurement to Net Promoter Score. Simplified survey processes while increasing value of statistics to the organization.- Utilize the Customer Experience Simplification template, combined with current NPS analysis to elevate Customer Experience in LIME from Minimum to Delightful- Develop regional customer experience strategy for long term improvement of Customer Experience KPIs across 14 Business Units- Conduct regular meetings with senior customer experience managers to take action to solve significant regional issues and share best practices- Provide Customer Experience insight into proposition and product development to facilitate organic business growth and ‘first time right’ roll-outs- Manage relationships with international vendors; negotiate contracts and proposals- Engage in customer experience design and create standards for customer experience aware messaging and propositions- Develop high-impact measurement programmes within a strict budget and limited team size impacting all customer facing stages of the customer journey (research, buy, enquire and repair) Show less
-
-
Customer Journey Programme Coordinator
-
May 2010 - Sep 2011
Customer Experience, which falls under the Performance Improvement portfolio, measures the various customer listening posts with a view to implementing those changes that can create Experienced Based Differentiation (EBD).Mystery ShopperMystery Shopper measures the retail customer experience across 12 LIME Caribbean business units. Approximately 28 retail stores are involved in this monthly evaluation. The insight gained is then used to inform retail strategy as well as infrastructural changes needed to improve.Eleanor's ShoesEleanor's Shoes takes senior managers through the entire customer journey (From Buy to Retire and everything between.) Insight gained from the journey are used to make high level decisions on changes that must be made to improve the customer experience at the various touch points. Approximately 204 managers from C-Level to HOD are involved in this exercise twice per year.Tracked, maintained and reported on transactional Customer Experience Metrics like Customer Satisfaction. Show less
-
-
Product Specialist
-
Jul 2006 - Jun 2010
Key Responsibilities: - Analyze Customer Satisfaction and First Call Resolution Data with a view to recommending actions for improvement. Develop weekly dashboard reports that track performance.- Manage and develop Contact Centre processes including provisioning, troubleshooting and escalation. These processes serve the Internet line of business which affects over 150,000 customers in thirteen countries.- Coordinate various projects between Service Delivery teams, Commercial and Network Operations (IT) to create positive customer experiences. - Work with Quality and Training teams to ensure proper call management in the regional Contact Centres (13 Business Units). - Operations Management. Work closely with regional Contact Centre Operations managers, representing the team at high level discussions or chairing Operational review boards. Evaluating service levels on a daily/weekly basis with a view to continuously ensuring the service levels are achieved.- Third Tier Escalation from the Outsourced Contact Centre to the Business Unit (Cable and Wireless uses an Outsourced model for it's customer service.) Managing Internet issues with a view to improving agent empowerment to prevent a recurrence of that escalation where possible.- Deliver training to new Internet agents. Class sizes ranged between 5 and 15 agents lasting between six and eight weeks. Show less
-
-
Customer Care Agent
-
Jun 2004 - Jul 2006
Duties: Handle Customer Queries related to billing and Internet technical support. Help customers to troubleshoot internet connectivity problems. Provide second-tier escalation on customer issues for the Internet Team.Key Skills: Customer Service Skills. Able to satisfy irate customers. Analytical and problem-solving skills. Able to work in a team environment. Additionally while working in this capacity I always achieved annual appraisals that exceeded 4/5.
-
-
-
The Gleaner Company (Media) Limited
-
Jamaica
-
Media Production
-
1 - 100 Employee
-
Youth Writer
-
2002 - 2003
Wrote Articles for the Youth Link Wrote Articles for the Youth Link
-
-
Education
-
2008 - 2010
Mona School of Business and Management
Masters in Business Adminstration, Management Information Systems -
2003 - 2007
The University of the West Indies
Bachelor of Social Sciences, Sociology; Human Resource Development
Community
