Summary
Overview
Work History
Education
Skills
Websites
Personal Information
References
Timeline
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Dionie Gregg

Dionie Gregg

Sandy Bay,Jamaica

Summary

Dynamic training and development leader with a proven track record at Sutherland, enhancing new hire retention by 18% through innovative onboarding programs. Skilled in coaching and team management, I excel in fostering customer service excellence and driving performance improvements, ensuring teams achieve their full potential in a fast-paced environment.

Overview

9
9
years of professional experience

Work History

Lead - New Hire Training

Sutherland
07.2019 - Current
  • Developed training materials and conducted training sessions for new customer service representatives
  • Developed and implemented a comprehensive on-boarding program for new employees, resulting in a 18% decrease in new hire attrition
  • Created a new hire handbook to provide new hires with detailed information about the company and its policies and procedures
  • Deliver and evaluate soft & technical skills training on all aspects of client training
  • Create, facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge
  • Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting
  • Supervise and coach learners in nesting & BQM-type environments
  • Oversee new hire progression and enhancement training
  • Provide feedback and implement appropriate solutions
  • Coach and give feedback to trainees to help them fulfill performance metrics
  • Be the point of contact: Handle phone calls and transactions for the program

Acting Team Manager

Sutherland
Kingston
04.2020 - 06.2020
  • Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans
  • Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
  • Accomplish weekly deliverables, such as: Coaching compliance inclusive of RCA and action Plans
  • Weekly Audit requirement and call scrubbing
  • Team attendance infractions insights thru internal Sutherland attendance tool
  • Provide ideas that can help the client improve their product, business, processes and/or policies
  • Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics
  • Set up accountability discussions on attendance and performance challenges
  • Report potential red flag on employee retention and partner with Operations Manager on stay interviews
  • Keep employees in the loop for any internal and external updates
  • Have Team participate on Site and Program employee engagement activities
  • Come up with Team level mini engagement activities to hype morale

Consultant

Sutherland
Kingston
10.2015 - 07.2019
  • Investigated and resolved customer concerns related to telecommunication services
  • Inbound up-selling of products and services offered by AT&T
  • Processed refunds, and company credits for customers facing issues with games and games products through Microsoft X box
  • Followed up with previously assisted customers to offer additional support and check satisfaction with resolutions
  • Helped improve processes and products by relaying customer feedback
  • Resolved issues based on thorough investigations of concerns
  • Processed refunds, exchanges, and company credits for customers facing issues such as service or product issues
  • Handled customers' advanced needs with properly escalated calls and scheduled service appointments
  • Protected customer and company information with strict use of established security procedures
  • Investigated and resolved customer concerns related to order inquiries and delivery tracking
  • Answered customer questions about policies and procedures with a friendly and knowledgeable approach
  • Updated records with all interactions and customer transactions

Education

BBA - Business Management

Monroe College
Rochester, New York
03-2027

Supervisory Management -

Heart Trust
Jamaica
07.2023

High School Diploma -

Hastings Academy
May Pen, Clarendon, Jamaica
06.2008

Skills

  • Training and Development
  • Coaching
  • Learning Management
  • Team Management
  • Customer service
  • Problem solving
  • Leadership Development

Websites

Personal Information

  • Date of Birth: 01/05/90
  • Nationality: Jamaican

References

References available upon request.

Timeline

Acting Team Manager

Sutherland
04.2020 - 06.2020

Lead - New Hire Training

Sutherland
07.2019 - Current

Consultant

Sutherland
10.2015 - 07.2019

BBA - Business Management

Monroe College

Supervisory Management -

Heart Trust

High School Diploma -

Hastings Academy

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Dionie Gregg