Gary Smart
Montego Bay,ST James
Summary
Results-oriented professional experienced in driving organizational success through strategic oversight of key operations, resource optimization, and fostering a culture of excellence. Strong focus on aligning departmental performance with company goals to enhance employee and customer satisfaction.
Overview
23
23
years of professional experience
Work History
Senior Manager
Conduent
10.2019 - Current
- Managed financial operations: Forecasted revenue based on projected volume and expenses, ensuring accurate financial planning and budgeting
- Lead and directed team efforts: Successfully applied strategies to meet and exceed client targets, driving team performance and productivity
- Reinforced company policies: Continuously ensured adherence to company policies and practices, providing constructive feedback, and leading by example to overcome obstacles.
Operations Manager
Conduent
04.2015 - 10.2019
- Lead, mentor, and develop a team of supervisors and agents, providing guidance and support to ensure high performance
- Analyzed customer feedback and call data to identify trends and areas for improvement
- Develop and implement business continuity plans to ensure call center operations continue smoothly in the event of a disruption
- Build and maintain strong relationships with key stakeholders, addressing their needs and concerns proactively.
Senior Supervisor
Xerox Services
02.2006 - 06.2014
- Serve as a leader by directing and ensuring that the staff successfully handle each interaction
- Serve as first point of escalation for procedural issues, and coaches’ staff regarding how to effectively resolve issue(s)
- Manage team performance, ensuring a high level of customer service and maximizing productivity of the team.
Subject Matter Expert
Sitel Caribbean
02.2002 - 01.2005
- Promote the value of remote solutions through positive customer experiences
- Provide training and coaching to CSRs and leads/mentors their team
- Assume accountability for ensuring individuals and team meet performance metric goals
- Serve as a leader by directing and ensuring the staff successfully handle each interaction.
Education
Executive Leadership
Development Dimensions International
11.2023
Level 2 Award in Customer Service - City & Guilds
05.2014
Skilled Worker Management Program Certified - Health Education & Counseling Institute /HECOIN
04.2014
Practical networking and software diagnostic - Caribbean Institute of Technology
09.2007
Computer Technician Certification -
Almena Computer School
12.2005
Diploma in computer repair and management - Penn Foster College /Education Direct
06.2004
Diploma in computer science - Jamaica Advance Computer System LTD
06.1997
Skills
Budget Oversight
Strategic Thinking
Problem-Solving
Time Management
Team Building
References
Available upon request.
Timeline
Senior Manager
Conduent
10.2019 - Current
Operations Manager
Conduent
04.2015 - 10.2019
Senior Supervisor
Xerox Services
02.2006 - 06.2014
Subject Matter Expert
Sitel Caribbean
02.2002 - 01.2005
Executive Leadership
Development Dimensions International
Level 2 Award in Customer Service - City & Guilds
Skilled Worker Management Program Certified - Health Education & Counseling Institute /HECOIN
Practical networking and software diagnostic - Caribbean Institute of Technology
Computer Technician Certification -
Almena Computer School
Diploma in computer repair and management - Penn Foster College /Education Direct
Diploma in computer science - Jamaica Advance Computer System LTD
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