Mickella Townsend
Old Harbour
Summary
Goal-oriented and motivated business graduate with over 9 years of experience in the BPO industry, eager to embrace new challenges and expand horizons within a dynamic organization. Possesses a strong foundation in business strategy, data analysis, and project management, with a proven ability to drive efficiency and deliver successful outcomes. Adept at collaborating with cross-functional teams and excelling in customer support and operations management. Committed to leveraging expertise to contribute effectively to organizational success.
Overview
10
10
years of professional experience
Work History
Service Delivery Manager
Influx
Remote
10.2023 - Current
- Conduct Monthly and Quarterly Business Reviews (MBRs/QBRs), highlighting trends, performance, and improvement plans for 5+ clients, analyzing KPIs such as SLA compliance, response time, and customer satisfaction.
- Facilitate and lead client meetings to identify performance variations and develop targeted interventions.
- Own and manage the end-to-end client relationship, acting as the main liaison between Influx and stakeholders across multiple client accounts.
- Lead performance management for teams of agents across various time zones, ensuring consistent achievement of KPIs such as SLA adherence, AHT, FRT, and CSAT.
- Develop and manage weekly and monthly business review reports using tools like Excel and Google Sheets, providing actionable insights into agent performance and customer experience trends.
- Design and maintain workforce schedules, including contingency planning, to ensure 100% coverage and optimized staffing.
- Spearhead process optimization initiatives including automation of recurring reports and documentation enhancements.
Acting Operations Manager
Ibex Global
Portmore, Jamaica
10.2021 - 01.2025
- Analyzed data and produced detailed reports highlighting weekly and monthly trends for business performance evaluation.
- Coordinated and guided team manager discussions to identify performance gaps and devise effective intervention plans.
- Analyzed account performance data to detect trends and pinpoint opportunities for enhanced optimization.
- Analyzed existing processes and implemented enhancements that contributed to business growth and improved customer experiences.
- Drove process improvements that reduced ACW from 15% to 3%, significantly improving agent productivity and call handling efficiency.
Team Manager
Ibex Global
Portmore, Jamaica
03.2021 - 01.2025
- Led and managed a team of 20+ agents, ensuring client requirements were consistently met and exceeded through performance monitoring and strategic oversight.
- Evaluated, coached, and developed agents to ensure strict adherence to company and client SOPs, driving quality assurance and operational compliance.
- Analyzed and interpreted key performance indicators (Quality, AHT, Service Levels, and Ticket Volume) to identify trends, implement data-driven recommendations, and improve overall team performance.
- Reviewed, corrected, and validated payroll hours in collaboration with the payroll team to ensure salary accuracy and compliance with company standards.
Quality Analyst
Sutherland Global Services
Kingston, Jamaica
11.2015 - 05.2019
- Analyzed consultant interactions through rigorous audits to guarantee adherence to company standards while fostering exceptional customer service.
- Hosted calibration sessions with team members to discuss areas of opportunity and develop tailored improvement plans, driving continuous growth and development.
- Leveraged customer feedback insights to drive strategic coaching and operational improvements, resulting in a 20% increase in team CSAT.
- Compiled data and generated monthly trend reports, delivering insights into consultant performance metrics and team dynamics.
Education
Accounting and Financial Management
University of The Commonwealth Caribbean
Kingston, Jamaica03-2023
Skills
- Presentation skills
- Analytical thinking skills
- Effective written communication
- Administrative support services
- Proficient in Microsoft applications
- Strong interpersonal skills
- Self-driven professional
- Effective time management skills
- Proficient in helpdesk tools
Timeline
Service Delivery Manager
Influx
10.2023 - Current
Acting Operations Manager
Ibex Global
10.2021 - 01.2025
Team Manager
Ibex Global
03.2021 - 01.2025
Quality Analyst
Sutherland Global Services
11.2015 - 05.2019
Accounting and Financial Management
University of The Commonwealth Caribbean