Lori-Ann Thompson
Kingston,Jamaica
Summary
Experienced and dedicated Customer Service and Marketing professional with a proven track record of developing and delivering effective training programs to enhance customer service skills and improve overall customer satisfaction. Skilled in conducting needs assessments, designing training materials, and facilitating engaging and competency based training sessions. Strong communicator with a passion for empowering individuals to deliver exceptional customer experiences.
Overview
35
35
years of professional experience
Work History
Manager, Admissions and Business Support
Hillel Academy
Kingston , Jamaica
2017.10 - Current
- Successfully led the School through the NEASC re-accreditation to achieve ACE accreditation
- Implemented strategies which resulted in a 25% increase in the student population
- Revamped social media platforms
- Lead the development and launch of a new website
- Improved communication through weekly updates to the school community
- Introduced and spearheaded cross-training of Administrative Staff
- Trained all faculty and administrative staff on the importance of Customer Service in a School Environment.
Director, Business Services
National Land Agency
Kingston , Jamaica
2013.01 - 2017.09
- Trained all staff in Customer Service Delivery
- Surpassed corporate targets for sales and e-commerce revenue by identifying and cultivating relationships with target customers, reducing turnaround times for the completion of customized products, motivating, leading and coaching the Business Services team
- Increased sales on ecommerce site by over 25%
- Implemented strategies which led to increased public participation at Road Shows/ Community Outreach Events by over 75%
- Revamped the image of the NLA in the social media
- Successfully implemented and promoted iMap Jamaica
- Improved company-wide communication by leading the public relations team
- Conducted Focus Group sessions and implemented recommendations
- Developed new products/services for the Agency.
Manager, Customer Service
2001.09 - 2011.03
- Guided the Agency’s journey to winning 2008/2009 Public Sector Customer Service Competition
- Improved Customer Service Index from 2.1 in 2001 to 9.1 in 2006 (out of a maximum of 10 points)
- Developed and implemented the Agency’s Customer Service Strategy
- Guided the Agency’s transition team dealing with culture change
- Achieved 100% digitization of all land titles
- Developed and tested new products and services
- Managed and conducted classroom and online (remote) training with internal and external customers
- Team Leader for successful implementation of the Land Registration and Parcel Data Management System
- Earned Special CEO’s Award for outstanding contribution in the area of customer service.
Administrative Supervisor
Sanitary Removal Limited
Kingston , Jamaica
1999.03 - 2001.07
- Developed a customer complaint system
- Provided customer service and administrative training to the staff
- Introduced a Performance Evaluation and Rewards system.
Customer Service Agent
Air Jamaica Ltd
Kingston , Jamaica
1989.06 - 1996.09
Education
Post Graduate Diploma - Public Sector Senior Management Development Programme
Management Institute of National Development (Jamaica)
01.2012
Master of Business Administration - Marketing
Nova Southeastern University, Florida
01.1995
Bachelor of Arts - Second Class Honours
University of The West Indies, Mona, Kingston, Jamaica
01.1989
High School Diploma -
Wolmer’s High School for Girls, Kingston, Jamaica
Skills
- Customer Service Expertise
- Training and Facilitation
- Sales & Marketing
- Excellent Communication & Interpersonal Skills
- Negotiations
- Problem Solving & Analysis
- Empathy and Emotional Intelligence
- Project Management
- Strategic Planning
- Business Development and Reengineering
- Time Management and Organization
- Executive Presentations
- Speech Writing
- Team Leadership & Motivation
Accomplishments
- 2016/17 – CEO’s Award for Excellence (one candidate selected from over 600 employees)
- 2015 – Public Sector Customer Service Competition for Excellence in Customer Service (Honourable Mention)
- 2014/2015 - Boss of the Year, Kingston Chapter
- 2014 – Service Excellence – The Jamaica Customer Service Association
- 2012 - Top Performer Post Graduate Diploma - MIND Strategic Planning
- 2010/2011 - CEO’s Special Award for outstanding contribution to Customer Service
Hobbies and Interests
- Lecturer, Real Estate Board - Real Estate Dealers’ and Real Estate Salesman’s Courses (2012-2022)
- Customer Service Training for public and private sector entities
- Speech Writing
Training
- Certificate in Mastering Enrollment Management - Independent School Management, October 2018, Dallas, Texas, USA
- Preparing Cabinet Submission - MIND, 2009
- Certificate in Project Management - University of New Orleans, 2008
- Certified Training Facilitator - Quality Management Consultancy Ltd., 2006
- Certificate in Land Administration and Geographical Information Systems - Swedesurvey, Gävle, Sweden, 2004
Timeline
Manager, Admissions and Business Support
Hillel Academy
2017.10 - Current
Director, Business Services
National Land Agency
2013.01 - 2017.09
Manager, Customer Service
2001.09 - 2011.03
Administrative Supervisor
Sanitary Removal Limited
1999.03 - 2001.07
Customer Service Agent
Air Jamaica Ltd
1989.06 - 1996.09
Post Graduate Diploma - Public Sector Senior Management Development Programme
Management Institute of National Development (Jamaica)
Master of Business Administration - Marketing
Nova Southeastern University, Florida
Bachelor of Arts - Second Class Honours
University of The West Indies, Mona, Kingston, Jamaica
High School Diploma -
Wolmer’s High School for Girls, Kingston, Jamaica
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