Kadene Matthews
Spanish Town
Summary
With over 7 years of experience as an Operations Manager, I excel in planning, problem-solving, and driving results. I've successfully launched 2 programs, one internationally, showcasing my expertise in diverse settings. Honored with the Ibex VIP Award thrice, I've consistently demonstrated leadership and performance excellence. Under my leadership, my team has been recognized with 10 monthly client awards since May 2023, to present. Due to my strong work ethic, attention to detail, and proven track record, I've been entrusted as the point of contact for direct client relations by my manager.
Overview
10
10
years of professional experience
Work History
Operations Manager
Ibex
10.2021 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
Team Manager
Ibex
12.2017 - 10.2021
- Led employee relations through effective communication, coaching, training, and development.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Developed performance measurement strategies, identifying areas for improvement.
Team Lead
Ibex
10.2017 - 12.2017
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
Customer Service Agent
Ibex
02.2017 - 10.2017
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
Customer Service Representative
AJAS Aviation Services
11.2013 - 11.2016
- As an airline customer service agent, my main function is to work at airline ticket counters and boarding gates, checking in passengers and boarding flights in a
timely manner while providing excellent customer service.
Education
Associate of Science - General Sciences
Clarendon College
Clarendon, Jamaica06.2013
Skills
- Operations Management
- Data-Analysis
- Policies and procedures implementation
- Process Improvement
- Performance Management
- Leadership Development
Timeline
Operations Manager
Ibex
10.2021 - Current
Team Manager
Ibex
12.2017 - 10.2021
Team Lead
Ibex
10.2017 - 12.2017
Customer Service Agent
Ibex
02.2017 - 10.2017
Customer Service Representative
AJAS Aviation Services
11.2013 - 11.2016
Associate of Science - General Sciences
Clarendon College
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