Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

AKEEA SPENCE

Operations Manager
Kingston,01

Summary

I am a resourceful and adaptable Manager with one year of experience in Team Management. Dependable leader, dynamic and flexible with strong leadership qualities. Continuously monitoring, analyzing areas for improvement, and suggesting training and development opportunities. Meticulous team builder skilled at mentoring and leading target-driven and hardworking teams to deliver exceptional customer service. A customer-focused leader seeking to leverage background into an assistant or operations manager role with a progressive organization.

Overview

10
10
years of professional experience
6
6
years of post-secondary education

Work History

Operations Manager

Pinkwearhouse
Kingston, Kingston
08.2021 - Current
  • Oversee daily operations to ensure a high standard of customer service and seamless customer experience
  • Recruit, train, and manage retail staff, delegating tasks and setting schedules
  • Develop and implement sales strategies to attract and retain customers
  • Manage inventory and sales reports, reviewing them regularly to make informed decisions
  • Assessing and analyzing departmental budgets to find ways to optimize profitability
  • Manage budgets and forecasts
  • Identifying opportunities to expand or shift course based on market changes
  • Conduct regular meetings to ensure smooth operations and team building
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

Operations Team Manager

Iterum Connections
Kingston, Kingston
08.2021 - 09.2023
  • Coach associates, monitor and assess associates' calls, chats and email to drive performance
  • Review associate’s performance results daily to ensure all goals are met or exceeded
  • Identify performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one coaching sessions
  • Attend assigned internal calibrations and client calibrations
  • Support and enforces HR and department policies
  • Present Team performance in a business review both weekly and monthly
  • Work closely with Operation managers and meet with clients to assist with any application issues or system updates
  • Manage and upskill all new Team managers to introduce them in the roll and prepare them for the role
  • Complete production hours for all associates assigned
  • Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels.
  • Led a high-performing operations team, focusing on continuous improvement and employee development.

Engagement Officer

Alorica
Kingston, Kingston
06.2019 - 08.2021
  • Coordinate Activities for the account
  • Ensure all activities are promoted on the production floor
  • Ensure all activities are documented and showcased
  • Showcase top performers, employee of the month, and any other highlights for the company
  • Foster harmonious relationships with all departments
  • Guided groups of up to 25 people on scheduled tours.

Technical Support Specialist

Alorica
04.2018 - 08.2021
  • Answer a Call for a technical account
  • Troubleshoot customers' devices over the phone
  • Adhere to the company and quality guidelines
  • Ensure that customer is feeling secure and pleased at the end of the call
  • Act with the highest level of integrity and professionalism in each interaction

Inbound Agent

Xerox
11.2014 - 08.2016
  • Respond to customers’ inquiries
  • Provide exceptional service and support to the customers during each interaction
  • Properly document each customer's interaction according to the standards of operations
  • Adhere to all the company's policies

Education

No Degree - Mathematics 2, English Language 2, Principle of Accounts 2, Social Studies 3, Food and Nutrition 3

Adult Continuing Education (ACE
Kingston, Jamaica
09.2013 - 06.2014

High School Diploma -

Meadowbrook High School
Kingston, Jamaica
09.2007 - 06.2012

Skills

  • Reliability

  • Process improvement

  • Excellent verbal and written communication skills

  • Organization skills

  • Excellent team player skills

  • Analytical skills

  • Performance monitoring

  • Proficient in Microsoft Excel

  • Operations management

  • Problem-solving

  • Customer service

Accomplishments

  • MVP of the year (2021-2022)
  • Team Manager of the year (2021-2022)

Timeline

Operations Manager

Pinkwearhouse
08.2021 - Current

Operations Team Manager

Iterum Connections
08.2021 - 09.2023

Engagement Officer

Alorica
06.2019 - 08.2021

Technical Support Specialist

Alorica
04.2018 - 08.2021

Inbound Agent

Xerox
11.2014 - 08.2016

No Degree - Mathematics 2, English Language 2, Principle of Accounts 2, Social Studies 3, Food and Nutrition 3

Adult Continuing Education (ACE
09.2013 - 06.2014

High School Diploma -

Meadowbrook High School
09.2007 - 06.2012

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AKEEA SPENCEOperations Manager