BRIANNA IRONS
Kingston
Summary
Collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings by using independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
RECRUITMENT AND CULTURAL AFFAIRS MANAGER
ISATS JAMAICA
11.2023 - 04.2024
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamline workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solution implementation.
- Maintained professional, organized, and safe environment for employees and patrons.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within organization.
- Drive operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- As a spokesperson for the company, communicate the benefits of working there for prospective hires
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Trained and supervised team members on using updated recruiting techniques and tools
- Handled discipline and termination of employees in accordance with the company's policy
- Increased team productivity by implementing streamlined processes and effective communication strategies.
INTERNATIONAL PROGRAMS COORDINATOR
ISATS JAMAICA
09.2022 - 11.2023
- Improved participant satisfaction rates by promptly addressing concerns and providing ongoing support throughout the program duration.
- Increased application numbers through targeted recruitment efforts, including social media campaigns and informational sessions.
- Facilitated communication between domestic and international teams to ensure seamless execution of program objectives.
- Maintained accurate records of participant progress, utilizing organizational tools to monitor their achievements throughout the program duration.
- Organized events and activities designed to promote cultural exchange among participants from different countries.
- Ensured compliance with local laws and regulations while maintaining a firm commitment to ethical practices within each project.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and refined the most 'suitable talent' from available candidates for overseas J1 programs and the UK Internship program
- Planned interviews and selection procedures, including screening calls, assessments, and in-person interview- if possible
- Communicated findings and improvements in employee conduct to upper management and relevant stakeholders as needed
- Conducted comprehensive evaluations of international programs, identifying areas for improvement and implementing necessary changes.
- I traveled on behalf of and represented ISATS Jamaica in overseas business capacity.
- Collaborated with global partners to establish mutually beneficial relationships and expand program reach.
- Streamlined administrative processes for increased efficiency in program coordination tasks.
TALENT AQUISITION OFFICER
ISATS JAMAICA
02.2022 - 08.2022
- Developed and maintained talent database to store and track information about candidates
- Organized and attended job fairs and recruitment events to build a strong candidate pipeline
- Coordinated and executed recruitment campaigns to attract and hire top talent, leading to 92% reduction in time-to-fill for open positions
- Coordinate with hiring managers to identify staffing needs and candidate selection criteria
- Create job descriptions and interview questions that reflect requirements for each position
- Compile lists of most-suitable candidates by assessing their CVs, portfolios, and references
- Maintain records of all materials used for recruitment, including interview notes and related paperwork, to share with key stakeholders.
- Increased employee satisfaction with constructive performance evaluations and targeted feedback.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Spearheaded successful projects from conception through completion, showcasing strong project management abilities.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
ADMINISTRATIVE ASSISTANT
ISATS JAMAICA
11.2021 - 02.2022
- Welcomed and assisted visitors, providing welcoming and professional environment
- Developed and implemented processes and procedures to streamline office operations
- Answered and managed incoming calls, providing accurate and timely information to callers
- Compiled and analyzed data to produce accurate reports and presentations for stakeholders
- Provided administrative support to multiple departments, including scheduling, coordinating meetings and events, and taking minutes
- Created and maintained paper and electronic filing systems, resulting in improved organizational efficiency
QUALITY ANALYST
WORLDWIDE BPO AND CALL CENTRE
12.2019 - 03.2020
- Conducted Quality Assessments of agent/customer interactions (phone, email, social media) to Standards set by ECCC Quality Monitoring Process
- Identified and remedied defects within the production process
- Recommended, implemented, and monitored preventative and corrective actions to ensure that quality assurance standards are achieved
- Compiled and analyzed statistical data to drive performance
- Conducted Quality Assessments of agent/customer interactions based on ECCC Quality Standards and calibration sessions
- Investigated customer complaints and product issues
- Ensured ongoing compliance with quality and industry regulatory requirements
- Coached, mentored, and trained the team.
- Acted as a liaison between the QA team and other departments such as Development, Customer support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Assisted in developing company-wide quality assurance standards to ensure consistency across all projects undertaken by the organization.
- Organized and maintained work environment to allow for maximum productivity.
ADMINISTRATIVE ASSISTANT
IRVINE HALL UWI MONA
02.2018 - 12.2019
- Planning and organizing of hall activities and events
- During my tenure as a student administrative assistant, I was able to plan and execute a successful exchange program of students from Cavehill, Barbados to Jamaica which saw 20 students coming to the island and by the end of the program saw two students transferring to the Jamaican campus
- Customer Relations Increase
- The Hall's customer relation saw a rise during my tenure as well, where the office received calls and compliments of each guest or resident of the warm hospitable aura of the student assistants for that tenure
- Admissions Increase
- The Hall's admission was at a high during my tenure
- As the hall's capacity is a little over 400 but made an application rate of over 1000.
Education
Bachelor of Science - Human Resources Management
THE UNIVERSITY OF THE WEST INDIES
Kingston, 0105.2026
Bachelor of Arts -
THE UNIVERSITY OF THE WEST INDIES, MONA
05.2026
CARIBBEAN ADVANCED PROFICIENCY EXAMINATION -
Glenmuir High School
01.2016
Secondary Education -
Glenmuir High School
01.2014
Skills
- Strategic Planning
- Staff Development
- Operations Management
- Workforce Management
- Time Management
- Team Leadership
- Complex Problem-Solving
- Customer Relationship Management (CRM)
References
References available upon request
Certification
Introduction to Teaching English as a Second Language Certificate
Timeline
RECRUITMENT AND CULTURAL AFFAIRS MANAGER
ISATS JAMAICA
11.2023 - 04.2024
INTERNATIONAL PROGRAMS COORDINATOR
ISATS JAMAICA
09.2022 - 11.2023
TALENT AQUISITION OFFICER
ISATS JAMAICA
02.2022 - 08.2022
ADMINISTRATIVE ASSISTANT
ISATS JAMAICA
11.2021 - 02.2022
QUALITY ANALYST
WORLDWIDE BPO AND CALL CENTRE
12.2019 - 03.2020
ADMINISTRATIVE ASSISTANT
IRVINE HALL UWI MONA
02.2018 - 12.2019
Bachelor of Science - Human Resources Management
THE UNIVERSITY OF THE WEST INDIES
Bachelor of Arts -
THE UNIVERSITY OF THE WEST INDIES, MONA
CARIBBEAN ADVANCED PROFICIENCY EXAMINATION -
Glenmuir High School
Secondary Education -
Glenmuir High School
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