Shernnette Gregory
Business Analysis & Process Improvement Manager at VIP Attractions- Claim this Profile
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English -
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French- Basic -
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Bio
Credentials
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Become a Product Manager
LinkedInMay, 2021- Oct, 2024 -
Become an HR Business Partner
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Become a Business Analyst
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Develop Conflict Management and Resolution Skills
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Grow Your Impact as a Mentor
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Become a Data Analyst
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Become a Data Scientist
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Become an Economist
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Excel Data Visualization: Designing Custom Visualizations
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Excel Data Visualization: Mastering 20+ Charts and Graphs
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Become a Corporate Financial Planning Analyst
LinkedInNov, 2020- Oct, 2024 -
Accounting Foundations
LinkedInOct, 2020- Oct, 2024 -
Innovations Management
International Business Management Institute (IBMI)Oct, 2020- Oct, 2024 -
Fundamentals of Digital Marketing
Google Digital GarageSep, 2020- Oct, 2024 -
ServSafe Food Handler
National Restaurant AssociationMay, 2020- Oct, 2024
Experience
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VIP Attractions
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Jamaica
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Travel Arrangements
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100 - 200 Employee
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Business Analysis & Process Improvement Manager
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Aug 2017 - Present
- Through process improvement projects with various key team members, passengers checking into the VIP Airport Lounges increased by 30%.- With redesign and training, increased the Risk & Compliance processes and quality scorecard rating from 79% to 96% (with a target of 90%).- The redesign and analytical data recording/ reporting resulted in the increase of Maintenance issues resolve rate from 87% to 97% (with a target of 95%).- Developed and continuously administer soft skills training for non-customer and customer-facing teams, along with the development of the Customer Service Agent quality scorecard where the quality rating improved from 79% to 88% (with a target of 80%).- Reduced Club Kingston’s Airport Lounge average food wastage % from 7% to 4% (with a target of 5%) through focused group meetings surrounding improvement initiatives, and this assisted with a 60% reduction in the average food cost per passenger.- Responsible for developing reports/ analysis/ recommendations for all daily/ weekly/ monthly/ ad hoc reports surrounding team members and an average of 47,000 passengers enjoying the Airport Lounges monthly. Some reports include the board report, monthly key performance indicator report which is sent to the board by the CEO/ COO. Show less
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Workforce Management & Process Improvement
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Feb 2017 - Jul 2017
- Developed a performance appraisal competency document/ dictionary for a staff complement of 400.- Increased scheduling efficiency by 6% where the staff was crossed-trained and unproductive hours was utilized in other departments.- Scheduling tactics reduced absenteeism by 10% where the adjusted rate of 8% is within the industry’s standard.- Increased the updates and completion rate for the Standard Operating Procedures from 75% to 100%.- Overall savings from process improvement projects resulted in an extra 2% pay increase to all staff. Show less
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Transactions E-Pins Limited
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Jamaica
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Telecommunications
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1 - 100 Employee
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Service Delivery & Logistics Manager
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Jul 2015 - Nov 2016
Service Delivery & Logistics Manager (Jul 2015 to Nov 2016) Customer Service Manager (Aug 2015 to Nov 2016) Sales Manager & Account Manager (Nov 2015 to Nov 2016) - Strengthened relationships with strategic partners and direct merchants (including include FLOW, Digicel, Micon Marketing Limited (Trinidad), Jamaica National Building Society, National Commercial Bank, Sagicor Bank, LASCO Financial Services, Courts and JUTC) through follow-up meeting with key stakeholders regarding electronic transactions, relating to phone top-up services, JUTC bus card recharge and credit, and debit card. - Decreased the average days for point of sale terminal technical troubleshooting of issues, programming, and repairs from 4 days to 1 day for over 2,000 terminals, with the steadfast support of the Logistics team of 4. - Delivered keen inbound and outbound logistics and inventory management for over 3,000 company’s assets including, point of sale terminals, printers, SIM cards, Ethernet cables, RJ11 cables, SAM cards, and readers. - Successfully resolved 25 to 35% (target 25%) of calls on first contact with an average monthly call volume of 1,300 with a fantastic team of 10. - Executed an average monthly 85% service level for Sagicor Bank credit card and debit card terminal programming, field installation, and service delivery for over 650 terminals (target 80% within 2 days). - Rapidly resolved 25% of terminal technical issues before the 2-day resolution target timeframe. - Supported with the transition of 43 Transactions E-Pins merchants to successfully become a Jamaican Urban Transit Company (JUTC) electronic bus card recharge merchant, resulting in an average monthly increase in revenue $8m with a supportive Field Service team of 10. - Maintained average sales of 105% of the budget where the target was 95%. Show less
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Sagicor Life Insurance Company
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United States
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Insurance
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700 & Above Employee
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Operations Manager - Client Contact Centre
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Oct 2010 - Jan 2015
- Transformed Sagicor’s back office to a Contact Centre and incorporated strategic planning to constantly answer 95% to 99% of calls offered from a client base of 1.3m with a remarkable team of 75 including work from home. - Implemented initiatives to improve the customer satisfaction score from 70% to 90% for the service areas to include banking, credit card, life insurance, health insurance, pension plan, mortgage, real estate, and investment/ fund management via voice and chat. - Developed the foundation for the quality assurance scorecard tool and ensured that service quality score surpassed 93% (with a target of 90%). Show less
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Digicel Group
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Jamaica
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Telecommunications
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700 & Above Employee
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Senior Customer Care Operations Manager & Business Analyst & Workforce Management Consultant
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Oct 2008 - Sep 2010
Workforce Management Consultant (Oct 2008 to Dec 2008)Senior Manager- Business Analyst (Jan 2009 to Sep 2010)Senior Operations Manager (Apr 2010 to Sep 2016)- Was requested by the Jamaican director to assist with achieving Jamaica’s KPIs, and was known for growing the service level for calls answered within 20 seconds from 60% to 80% on the second day of return with a fantastic team of 627. - Solidly forecasted schedules to nail 80% to 95% service level for a client base of 2m (80% target).- Composed formulas to interpret business modules to aid in decision making.- Demonstrated operational excellence and was chosen for mentoring employees with varying roles within the customer services department from 2008 to 2010. Show less
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Call Centre Operations Manager
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Jul 2006 - Sep 2008
- Managed the successful operations of a dynamic team of 600 Customer Service Agents, 5 Support Managers, 15 Team Leaders and 5 Workforce Analysts delivering fantastic service to approximately 2.5m customers. - With the application of Sigma 6/ Lean, lead the analysis of business problems that expanded across several business lines, managed business process improvements to improve efficiency, reduced cost, and maintained service levels above 80%. - Provided training, mentorship, life coaching, motivation, and health sessions to foster a productive and serene work environment. Show less
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Senior Workforce Management & Business Process Improvement Supervisor
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Oct 2005 - Jun 2006
- A member of the roll-out, strategic planning, recruitment, and launch team responsible for the successful mentoring and development of Digicel Trinidad’s local management team. - Lead a dynamic Workforce Management and Process Improvement team of 8 persons producing accurate forecast and schedules for 160 Customer Service Agents, coupled with service levels surpassing the 80% target. - Took on the role of a Private Branch Exchange Analyst (PBX Analyst) where I was responsible for the setup of the IVR, which include defining call flows and translating the data to meet the system’s needs. Show less
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Workforce Management & Reporting Supervisor
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Oct 2002 - Sep 2005
Forecasted and created cost-effective schedules for a team of 300 agents with the tenacious support of 8 analysts, to always record a service level of 80% and higher. Was seconded periodically to Digicel Trinidad, St. Lucia, Barbados, and Curacao to administer workforce management planning and reporting analysis training between 2003 and 2005. Was an instrumental member of the new product innovation and brand team, and represented the Customer Service department.
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Call Centre Outbound Agent
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Jun 2001 - Sep 2002
- Exceeded welcome and special projects calls target by 30% weekly while delivering world-class customer service.- Supervised the summer outbound team of 20 agents where daily call targets were exceeded by 25%. - Understudied 2 job roles- the Workforce Management Supervisor and the Reporting Analysis Supervisor for 2 weeks where I was promoted to take on both roles in October 2002.
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Network Call Tester
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May 2001 - May 2001
- Executed local and international phone calls to Digicel customers to examine the performance of the voice network and provided analytical recommendations to improve the network’s performance.
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Proof Reader
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Jul 1997 - Dec 1997
- Ensured that financial statements including Balance Sheet, Profit and Loss Account, Income Statements and Statement of Cash Flows had accurate spelling, grammar, punctuation, syntax and context. - Ensured that financial statements including Balance Sheet, Profit and Loss Account, Income Statements and Statement of Cash Flows had accurate spelling, grammar, punctuation, syntax and context.
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Sales Promoter
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Jul 1996 - Aug 1996
- Exceeded sales target of 200 “Dandy Shandy” Soda weekly by at least 100%, receiving number 1 Sales Promoter for 8 consecutive weeks. - Exceeded sales target of 200 “Dandy Shandy” Soda weekly by at least 100%, receiving number 1 Sales Promoter for 8 consecutive weeks.
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Seprod Limited
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United Kingdom
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Business Consulting and Services
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Sales Promoter
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Jul 1995 - Aug 1995
- Exceeded sales target of 150 “Fantasy Beauty” Soap weekly by at least 200%, receiving number 1 Sales Promoter for 8 consecutive weeks. - Exceeded sales target of 150 “Fantasy Beauty” Soap weekly by at least 200%, receiving number 1 Sales Promoter for 8 consecutive weeks.
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Education
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1998 - 2001
The University of the West Indies, Mona
Bachelor's degree, Mathematics -
2004 - 2004
Mona Institute of Applied Sciences
Certificate, Introduction to Java Programming -
2018 - 2018
University of the Commonwealth Caribbean
Certificate, Training & Development -
2020 - 2020
Florida Atlantic University
Certificate, Hospitality & Tourism
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