Karen A Dormer
Montego Bay,St. James
Summary
Adaptable professional with a strong track record of rapid learning and effective adjustment to new environments. Demonstrates expertise in knowledge acquisition and application within dynamic settings. Committed to continuous improvement and proficient in managing organizational change. Experienced in mentoring individuals to leverage their unique strengths, aligning personal development with company objectives through root cause analysis.
Overview
24
24
years of professional experience
Work History
Senior Training Leader
Strobe Etech Communications Limited
Montego Bay, St. James
11.2023 - 05.2025
- Conducted assessments of employee skills to identify improvement areas.
- Collaborated with managers to determine training needs and schedule courses.
- Assisted in onboarding new hires by providing guidance on company policies.
- Generated reports summarizing impacts of training programs on performance outcomes.
- Analyzed survey data to assess customer satisfaction with training offerings.
- Monitored industry standards to stay current on best training practices.
- Developed strategies to enhance processes for workplace learning initiatives.
Operations Manager, Compliance Ambassador and Joined Onshore & Guatemala Training Management Team
Advanced Call Center Technologies
Montego Bay, St. James
01.2018 - 01.2023
- Prepared reports and presentations for vendor and site-level meetings.
- Scheduled trainers for classes for various campaigns\business units.
- Ensured all trainers were in on time and classes were in session per schedule.
- Monitor and approve timecards for trainers and inspect trainees as well for payroll.
- Organized and conducted leadership classes for site management, campaign specific.
- Liaise with Human Resources, Recruiting, and Production departments, garnering information required for enhancing trainees and the training department as a whole.
- Inspected mandatory reports completed by trainers daily to ensure all vital criteria are met and in compliance with company policies.
- Spot-check classes to ensure that the overall concept of delivering excellent customer service is understood, and is a requirement for the job.
- Observed trainers in session and provided feedback and daily guidance on methods and procedures in keeping with company's standards.
Trainer, Training Lead, Training Supervisor (Offshore), Operations Change Leader
Advanced Call Center Technologies
01.2014 - 10.2018
- Documented all training activities, including attendance records and feedback forms.
- Adapted teaching methods to meet diverse learner needs.
- Maintained accurate trainee progress records and updated management regularly.
- Resolved participant issues promptly during training sessions.
- Managed multiple projects under tight deadlines without compromising quality.
- Conducted onboarding sessions for new staff on company policies.
- Evaluated employee performance based on observations during training sessions.
- Recommended process improvements for existing training programs as necessary.
Trainer
Global Gateway Solutions
Montego Bay, Jamaica
01.2013 - 01.2014
- Resolved any issues raised by participants during the training session in a timely manner.
- Adapted teaching methods according to the needs of individual learners or groups.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Documented all training activities including attendance records, feedback forms, surveys.
- Maintained up-to-date knowledge of industry trends and best practices.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
Accounting Analyst, Team Leader, Team Supervisor
ACS, Xerox Ltd.
Montego Bay, Jamaica
01.2006 - 01.2012
- Established standard operating procedures for finance processes to enhance operational efficiency.
- Developed relationships with internal and external stakeholders to ensure accurate information flow.
- Monitored compliance with accounting policies and procedures to mitigate risks.
- Synthesized data from multiple sources into actionable insights for senior leadership decision-making.
- Assisted Accounts Payable team with vendor inquiries, invoice processing, and payment runs.
Cashier, Executive Administrative Assistant, Telephone Operator and Accounts Payable Clerk
Crichton Brothers Ltd.
01.2001 - 01.2006
- Issued receipts, refunds, credits or change due to customers.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Built and maintained productive relationships with employees.
- Coordinated meeting and work schedules for staff teams and executives.
- Managed director's calendar and prepared meeting agenda and materials.
Education
Bachelors of Science - Business Administration- Finance & Management
Montego Bay Community College
Montego Bay, St. James01-2012
Associate of Science - Business Administration- Accounting
Montego Bay Community College
Montego Bay, St. James11-2010
Skills
- Organizational skills
- Effective communication
- Team collaboration
- Attention to detail
- Active listening
Accomplishments
- Employee of the Year- Departmental, Crichton Brothers Ltd., 2001, 2004, 2005
- Runner-up Employee of the Month, ACS, Xerox, 2007
- First Responder of the Year, ACS, Xerox,2010
- Five Year Appreciation Employee Award, ACS, Xerox,
- Jamaica Association of Administrative Professionals - Administrative Professional of the Year (St. James), 2005-2006
- Certified Trainer of Leadership Academy, Advanced Call Center Technologies, AT&T Supervisory Management Training Programme and Customer Service
References
References available upon request.
Timeline
Senior Training Leader
Strobe Etech Communications Limited
11.2023 - 05.2025
Operations Manager, Compliance Ambassador and Joined Onshore & Guatemala Training Management Team
Advanced Call Center Technologies
01.2018 - 01.2023
Trainer, Training Lead, Training Supervisor (Offshore), Operations Change Leader
Advanced Call Center Technologies
01.2014 - 10.2018
Trainer
Global Gateway Solutions
01.2013 - 01.2014
Accounting Analyst, Team Leader, Team Supervisor
ACS, Xerox Ltd.
01.2006 - 01.2012
Cashier, Executive Administrative Assistant, Telephone Operator and Accounts Payable Clerk
Crichton Brothers Ltd.
01.2001 - 01.2006
Bachelors of Science - Business Administration- Finance & Management
Montego Bay Community College
Associate of Science - Business Administration- Accounting
Montego Bay Community College
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