DIEGO HYLTON
Waterford,Jamaica
Summary
To secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company, and also to accomplish personal goals while self-developing within a company that focuses on customer satisfaction and customer experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sales Recruiter (Business Development)
Jamaica Stock Exchange e-Campus
Kingston, Jamaica
08.2024 - Current
- Representing the e-Campus at corporate events and networking opportunities to recruit students.
- Setting financial targets for each cohort to meet enrollment and revenue requirements.
- Assessing candidate qualifications to ensure they align with course requirements.
- Developing creative marketing materials to drive enrollment.
- Updating Social media platforms, official website updates with content.
- Initiated and led cold-calling efforts to engage companies, presenting the value of certification in financial courses for their staff. By targeting key decision-makers and offering course solutions, I was able to consistently convert cold leads into long-term clients, boosting course enrollment.
- Developed and implemented SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals to drive revenue growth.
- Creating different reports with Microsoft Excel and integrating these reports with Microsoft PowerPoint for presentation purposes.
- Preparing proposal bids for clients interested in utilizing our services with all details.
Business Development Manager
Caribbeanjobs.com
03.2023 - 08.2024
- Relationship Building: Ability to cultivate and maintain strong relationships with clients, partners, and stakeholders.
- Sales Forecasting: Proficiency in analyzing market trends, setting realistic targets, and making data-driven sales predictions.
- Skills in lead generation, qualification, and effective management of prospects through the sales process.
- Strategic Planning: Strategic thinking and planning abilities to achieve business development goals.
- Negotiation: Capability to secure deals, contracts, and partnerships that benefit the company.
- Communication: Effective written and verbal communication skills, are crucial for business development.
- Leadership: If applicable, highlight leadership skills, including motivating and guiding teams to achieve business development goals.
Operations Account Supervisor
The Office Gurus
Kingston, Jamaica
05.2021 - 02.2023
- Leadership and Development: Provide effective leadership that fosters growth, mentorship, and engagement among the team. Prioritize agent development by identifying areas of improvement and implementing goal-oriented action plans.
- Performance Management: Drive team performance to achieve company goals and specific Key Performance Indicators (KPIs). Implement strategies and SOPs to identify opportunities for improvement.
- Training and Coaching: Recommend and conduct training for agents and team leaders, reinforcing best practices to enhance overall performance and efficiency. Coach individuals to boost confidence and develop a goal-oriented mindset.
Market Research Analyst
SpyTec Incorporated
01.2018 - 01.2020
- Conduct thorough market research to identify trends, opportunities, and threats.
- Monitor and evaluate competitor activities to provide insights.
- Collect and analyze marketplace data using statistical tools.
- Identify emerging trends and provide actionable recommendations.
- Develop and track key performance indicators for marketplace activities.
- Collaborate with cross-functional teams to align strategies with market needs.
- Create detailed reports on marketplace trends and performance.
- Utilize historical data and trends for accurate forecasting.
Senior Call Quality Analyst | Senior Trainer
Advantage Communication Inc.
01.2015 - 01.2017
- Evaluate and assess call interactions for adherence to quality standards.
- Provide constructive feedback and coaching to improve agent performance.
- Develop and implement call quality monitoring programs.
- Collaborate with team leaders to address performance gaps and training needs.
- Conduct regular calibration sessions to ensure consistency in evaluations.
- Recommend process improvements based on quality assessment findings.
- Train new hires on quality expectations and company standards.
- Design and deliver training programs for new and existing employees.
- Conduct needs assessments to identify training gaps and opportunities.
- Develop training materials, including manuals and multimedia presentations.
- Evaluate training effectiveness and make continuous improvements.
- Collaborate with department heads to align training with organizational goals and client goals.
- Mentor and guide junior trainers in curriculum development and delivery.
- Stay informed on industry trends and training methodologies.
Senior Call Quality Analyst | Promoted to Acting Quality Assurance Supervisor
Alorica Contact Center
01.2009 - 01.2015
- Company Overview: formally known as West Corporation
- Evaluate and analyze call interactions for adherence to quality standards.
- Provide targeted feedback and coaching to enhance agent performance.
- Develop and implement call quality monitoring programs.
- Collaborate with team leaders to address performance gaps and training needs.
- Generate comprehensive reports on call quality metrics and trends.
- Conduct regular calibration sessions to ensure evaluation consistency.
- Propose process improvements based on quality assessment findings.
- Facilitate training sessions to educate staff on quality expectations.
- Assume leadership responsibilities in the absence of the supervisor.
- Oversee the day-to-day operations of the quality assurance team.
- Provide guidance and support to quality analysts.
- Conduct team meetings to discuss performance, goals, and improvement strategies.
- Assist in the development and implementation of QA policies and procedures.
- Collaborate with management to address escalated quality issues.
- Act as a liaison between the QA team and other departments.
- Continue to contribute to call quality analysis and improvement efforts.
- Formally known as West Corporation
Education
Caribbean Securities Tradr Programme Certification - Brokerage Operations Management
Jamaica Stock Exchange E-Campus
06-2024
Green Belt Lean Six Sigma -
Udemy
01.2022
Continued Studies for CSEC -
Caribbean Examination Council CXC
Bridgeport, St. Catherine01.2008
Skills
- Relationship Building
- Sales Forecasting
- Lead Generation
- Strategic Planning
- Negotiation
- Communication
- Leadership
- Innovative Thinking
- Adaptability
- Decision-Making
- Collaboration
- Problem-Solving
- Data Analysis
- Customer Focus
- Negotiation Skills
- Project Management
- Result-Driven
- Mentoring and Coaching
- Time Management
- Proposal Writing
Certification
- Green Belt Lean Six Sigma (Accredited), 2022
- How to Manage and Influence Your Virtual Team, 2022
- Sales Training: Practical Sales Techniques, 2022
- Operations Management A-Z: Business Processes and Systems, 2022
- Brokerage Operations Management
- Forex Trading Certification
- Caribbean Securities Trader Programme
References
- Kerry-Ann Ainsworth, Business Development Manager (Team Leader), Caribbeanjobs.com, kerry.ainsworth@caribbeanjobs.com, 1 (876) 450-0508
- Dwayne Smith, Managing Director, Colossal Trucking Ltd, colossaltruckingltdjam@gmail.com, 1 (876) 350-08
Timeline
Sales Recruiter (Business Development)
Jamaica Stock Exchange e-Campus
08.2024 - Current
Business Development Manager
Caribbeanjobs.com
03.2023 - 08.2024
Operations Account Supervisor
The Office Gurus
05.2021 - 02.2023
Market Research Analyst
SpyTec Incorporated
01.2018 - 01.2020
Senior Call Quality Analyst | Senior Trainer
Advantage Communication Inc.
01.2015 - 01.2017
Senior Call Quality Analyst | Promoted to Acting Quality Assurance Supervisor
Alorica Contact Center
01.2009 - 01.2015
Caribbean Securities Tradr Programme Certification - Brokerage Operations Management
Jamaica Stock Exchange E-Campus
Green Belt Lean Six Sigma -
Udemy
Continued Studies for CSEC -
Caribbean Examination Council CXC
Similar Profiles
ELIZABETH STEWARTELIZABETH STEWART
Supervisor at Jamaica Stock ExchangeSupervisor at Jamaica Stock Exchange
SRUSHTI JOSHISRUSHTI JOSHI
Deputy Manager – Investigation Department at NATIONAL STOCK EXCHANGE OF INDIA (Largest stock exchange in India )Deputy Manager – Investigation Department at NATIONAL STOCK EXCHANGE OF INDIA (Largest stock exchange in India )
CA SRUSHTI JOSHICA SRUSHTI JOSHI
Deputy Manager – Investigation Department at NATIONAL STOCK EXCHANGE OF INDIA (Largest stock exchange in India )Deputy Manager – Investigation Department at NATIONAL STOCK EXCHANGE OF INDIA (Largest stock exchange in India )
Conroy GillespieConroy Gillespie
High School Science Teacher at Jose Marti Technical High SchoolHigh School Science Teacher at Jose Marti Technical High School
Anzela SiniavskajaAnzela Siniavskaja
Reliability Engineer (Internship) at SanofiReliability Engineer (Internship) at Sanofi