Peta-Gaye Beckles
Lot 492 Fort Totten Drive, Garvey Meade, Bridgeport St.Catherine
Summary
An effective leader committed to employee development and transformation. Dedicated to streamlining operations and enhancing organizational efficiency. Uses critical thinking and sound judgment to drive company success. Focused on motivating and increasing the knowledge and skills of team members to foster a customer-centric culture and improve overall performance.
Overview
18
18
years of professional experience
Work History
Global Business Capability Manager
Sagility
01.2021 - 02.2024
- Employee Supervision:
- Supervise a team of 10 Business Capability Officers.
Create and manage schedules to ensure adequate coverage and efficient use of resources.
Oversee officer development through training programs, performance evaluations, and mentorship. - Strategic Planning and Execution:
- Develop and implement business capability strategies that align with company’s goals and objectives across different geos.
Identify and prioritize capability improvements to enhance operational efficiency and customer satisfaction.
- Cross-Geo Coordination:
- Co-ordinate with regional managers and teams to ensure consistent application of business processes and standards.
Adapt strategies and processes to meet the specific needs and regulatory requirements of different geos.
- Process Improvement:
- Analyze current business processes and identify areas for improvement.
Implement best practices and process optimization initiatives to drive efficiency and effectiveness across all geos.
- Technology and Tools:
- Oversee the selection, implementation, and maintenance of tools and technologies that support business capabilities.
Ensure that all call center tools are effectively utilized and standardized across different geos.
- Data Analysis and Reporting:
- Collect and analyze data to monitor performance and identify trends across different geos.
Prepare and present reports on key performance indicators (KPIs) to senior management.
- Stakeholder Management:
- Act as a liaison between the call center and other departments (e.g., IT, HR, Finance) to ensure alignment of business capability initiatives.
Build and maintain strong relationships with key stakeholders across different geos.
- Training and Development:
- Develop training programs to ensure that employees across all geos are equipped with the necessary skills and knowledge.
Conduct training sessions and workshops on new processes, tools, and technologies.
- Risk Management and Compliance
- Identify potential risks related to business capabilities and develop mitigation strategies.
Ensure compliance with local regulations and standards in different geos.
- Customer Experience Enhancement:
- Co-ordinate with customer service teams to identify areas where business capabilities can enhance the customer experience.
Implement initiatives to improve customer satisfaction and loyalty across different geos.
- Budget Management:
- Develop and manage budgets for business capability initiatives.
Monitor expenditures and ensure that projects are completed within budget.
- Continuous Improvement:
- Foster a culture of continuous improvement within the call center.
Stay updated with industry trends and best practices to ensure the call center remains competitive and efficient.
Leadership Development Specialist
Ibex Global
10.2018 - 01.2021
- Program Design and Implementation:
- Develop and implement leadership development programs tailored to the needs of the assigned account.
Create training materials, workshops, and e-learning modules focused on leadership skills, communication, conflict resolution, and team management.
Continuously assess the effectiveness of leadership development programs and make necessary improvements.
- Training and Facilitation:
- Conduct training sessions and workshops for current and aspiring leaders within the call center.
Facilitate group discussions, role-plays,virtual trainings and assessments to engage participants.
Provide one-on-one coaching and mentorship to help leaders develop their skills.
- Assessment and Evaluation:
- Evaluated the progress of participants through assessments, feedback, and performance metrics.
Identify high-potential employees for advanced leadership development opportunities.
Use data and analytics to measure the impact of leadership development programs on call center performance.
- Collaboration and Support
- Worked closely with HR, senior management, and other departments to align leadership development initiatives with overall business goals.
Support the recruitment and onboarding process by identifying leadership potential in new hires.
Provide ongoing support and resources to leaders to help them navigate challenges and achieve their goals.
- Continuous Improvement:
- Conducted daily check-in with assigned accounts to maintain training standards and identify new training needs.
Seek feedback from participants and stakeholders to continuously improve programs.
Customer Service Manager
CWH Gas
01.2018 - 10.2018
- Created and implemented customer service policies and procedures, enhancing service delivery
- Handled complex customer issues, ensuring quality service and satisfaction
- Managed customer service projects, driving service improvements and profitability.
Team Leader
VXI Jamaica Ltd
01.2017 - 01.2018
- Set and monitored performance targets for team members
- Ensured adherence to quality standards and industry practices
- Organized training sessions and coaching for agents, enhancing their skills.
Customer Service Representative
Alorica
04.2014 - 03.2017
- Handled reservations and provided comprehensive product information
- Resolved service and billing complaints, maintaining detailed records
- Referred unresolved issues to appropriate departments, ensuring customer satisfaction.
Telesales /Road Sales Consultant
Minott Chemicals And Equipment –
02.2013 - 09.2013
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Nurtured leads through consistent follow-ups, ultimately converting prospects into satisfied customers.
Payroll Advisor/Supervisor/Quality Analyst
XEROX
04.2006 - 10.2012
- Provide service to existing customers, foster relationships, explain policy details, and implement changes.
- Managing a team of fifty sales agents, which included:
- Ensuring the team maintained a ninety percent attendance rate.
- Ensuring the team met the monthly CSAT rate established by clients.
- Calculation and submission of agent's salary, deductions and added incentives.
- Conducting weekly Calibration Calls with clients to discuss agents' performance.
- Conducting weekly performance reviews to identify training needs.
- Daily monitoring of agent's calls, where coaching, and necessary feedback is provided.
- Ordering of chairs, modems, computers, mouse, and office supplies for agents and trainers to utilize.
- Daily verification of all sales, submitted by agents.
- Compiling weekly and monthly Revenue Reports.
- Managing the monthly budget provided by clients.
- Preparing monthly invoices to be billed to clients, and compiling expense reports for SBU managers.
- Conducting monthly presentations of sale figures, profit made, and discussion of sales projected for the financial year. Also discussing ideas that will improve growth, and development to increase
Education
Lean Six Sigma Certification (White,Yellow,Green ) -
VMEdu
06.2024
Certificate in Project Management -
SimpliLearn
01.2021
NCT/VET Certificate in Customer Service -
GARMEX HEART Academy
01.2006
CXC General Proficiency
Priory High School
01.2003
Skills
- EMPLOYEE SUPERVISION
- LEADERSHIP DEVELOPMENT
- TRAINING AND DEVELOPMENT
- CONTENT CREATION
- CUSTOMER SERVICE
- QUALITY ASSURANCE
- REPORT SPECIALIST
- ADMINISTRATIVE DUTIES
- PAYROLL SUPPORT
- Microsoft Office (Word, Excel, PowerPoint)
References
Shari-Ann Smith
US Embassy
Finger print Specialists.
544-0705
Lillian Chambers
Ibex Global
Senior Leadership Development Specialist
796-5934/579-7789
Timeline
Global Business Capability Manager
Sagility
01.2021 - 02.2024
Leadership Development Specialist
Ibex Global
10.2018 - 01.2021
Customer Service Manager
CWH Gas
01.2018 - 10.2018
Team Leader
VXI Jamaica Ltd
01.2017 - 01.2018
Customer Service Representative
Alorica
04.2014 - 03.2017
Telesales /Road Sales Consultant
Minott Chemicals And Equipment –
02.2013 - 09.2013
Payroll Advisor/Supervisor/Quality Analyst
XEROX
04.2006 - 10.2012
Lean Six Sigma Certification (White,Yellow,Green ) -
VMEdu
Certificate in Project Management -
SimpliLearn
NCT/VET Certificate in Customer Service -
GARMEX HEART Academy
CXC General Proficiency
Priory High School
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