ALLISON NICOLE PETERS
96. St. John's Road, Spanish Town, St. Catherine, Jamaica
Summary
A Versatile Manager with proven abilities across all levels of organization management. A dedicated and high integrity individual with more than 10 years of experience in the BPO industry. I have a high level of discipline, I am extremely polite, empathetic and possess excellent problem solving skills. I am results driven and goal oriented. I am seeking a role where I can continue to hone and foster these traits as I to grow within an accomplished organization.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front Desk Attendant
Quality Inn and Suites
Middletown , RI
04.2022 - 11.2022
- Processed check-ins and check-outs according to established procedures.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Coordinated with housekeeping staff on any special requests from guests.
SENIOR SALES REPRESENTATIVE (Remote)
Ergeon Fences and Driveways
Palo Alto, California
01.2021 - 07.2022
- Using generated Leads to qualify Customers for our products
- Assisting Customers who are looking to purchase fences for their residential property/homes.
- Identifying Customer's needs and providing them with detailed recommendations.
- Developing Customer relationships and follow-up for return customers over a three month period.
- Overcoming various obstacles and closing on tough sales using strong negotiation skills.
- Providing initial to final support throughout the entire sale process of qualification to installation of the fence including quotations, remote onsite evaluations as well as any additional customer support needed.
ASSOCIATE DIRECTOR
VXI Jamaica Ltd
Kingston 5, Jamaica
08.2017 - 10.2019
- Managing the overall performance of the program consisting of 300 employees, 2 Operations Managers and 17 Team Leads.
- Data Analysis: CSAT, NPS, QA reports to determine wins and areas of opportunities.
- Performance Driving: Conducting team huddles, Organizing Monthly Goal Setting Sessions and Strategic Alignment Meetings. Leadership Development sessions, training, coaching, triads and skip level sessions as well as creating performance success plans.
- Reporting: Delivering client reports and calibrations sessions, attending site meetings, liaison with support teams, QA, Training, Recruiting, WFM.
- Team Building: Engagement Activities, Appraisals, PIPs, incentives etc.
OPERATIONS MANAGER
VXI Jamaica Ltd
Kingston 5, Jamaica
09.2016 - 08.2017
- Managing Team Performance through Team Leaders coaching. feedback and support.
- Driving Performance through engagement and rewards and recognition programs.
- Coaching and Developing Team Leaders
- Conduction Triad coaching sessions as well as skip level coaching sessions with my team.
- Maintaining performance requirement standards within my team monitoring and driving performance daily.
- Managing absenteeism and schedule adherence.
- Supervising and coaching Team Managers and providing feedback.
ENGAGEMENT SUPERVISOR
Accent Marketing Jamaica Limited
05.2010 - 09.2015
- In my role as an Engagement Supervisor I was responsible for handling Supervisory and escalated issues for an Electronic Company
- This included client calibration sessions to discuss uncommon issues, so as to provide feedback to customers
- Assisting customers with their billing queries as well as technical issues
- Providing Clients with feedback for process/product improvement.
ENGAGEMENT SPECIALIST
Accent Marketing Jamaica Limited
05.2010 - 09.2015
- Assisting Customers with their product concerns and queries
- Providing troubleshooting and billing support while maintaining my AHT, Quality and Adherence to schedule.
TEAM MANAGER
E-Services Group International
09.2005 - 04.2009
- Providing support for 15-17 team members, including coaching sessions, feedback, performance driving, team activities, monitoring adherence, quality scores and AHT
- Ensuring that KPI's were being met and agents were being developed and were hitting goals
- Providing the necessary disciplinary actions.
PRODUCT TRAINER
E-Services Group International
09.2005 - 04.2009
- Facilitating Product training classes to more than 75 new hires across three separate new hire employment waves
- Ensuring that new hires are grasping Product and learning how to use and operate the system as well as how to deliver the services seamlessly
- Assisting with new Hire nesting into production and providing support and feedback to the Training Manager.
LISTENER CARE REPRESENTATIVE
E-Services Group International
09.2005 - 04.2009
- As a Listener Care Rep, my role was to provide support to my customers in the form of answering billing queries, troubleshooting Product, and sending refresh signals to their product
- I was also tasked with maintaining my Quality Scores, Adherence and other necessary KPI on a daily basis.
Education
Jonathan Grant High School
07-2000
Skills
PROFESSIONAL:
Team Building
Project Management
Leadership Development
Driving Performance
Data Analysis
Client Reporting and Feedback
KPI Management
Great Time Management
Excellent Communicator
Accomplishments
- CXC NATIONAL AWARD-OFFICE PROCEDURES-3rd Place in the Island of Jamaica.
Certification
- MANAGEMENT INSTITUTE OF NATIONAL DEVELOPMENT
CERTIFICATE-UNDERSTANDING AND APPLYING THE LABOR LAWS
-Legal Framework of Industrial Relations
-Managing the Labour Relations Process
- E-SERVICES GROUP INTERNATIONAL
CERTIFICATE-Customer Communication Skills (Merit)
References
References available upon request.
Timeline
Front Desk Attendant
Quality Inn and Suites
04.2022 - 11.2022
SENIOR SALES REPRESENTATIVE (Remote)
Ergeon Fences and Driveways
01.2021 - 07.2022
ASSOCIATE DIRECTOR
VXI Jamaica Ltd
08.2017 - 10.2019
OPERATIONS MANAGER
VXI Jamaica Ltd
09.2016 - 08.2017
ENGAGEMENT SUPERVISOR
Accent Marketing Jamaica Limited
05.2010 - 09.2015
ENGAGEMENT SPECIALIST
Accent Marketing Jamaica Limited
05.2010 - 09.2015
TEAM MANAGER
E-Services Group International
09.2005 - 04.2009
PRODUCT TRAINER
E-Services Group International
09.2005 - 04.2009
LISTENER CARE REPRESENTATIVE
E-Services Group International
09.2005 - 04.2009
Jonathan Grant High School
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