Sauna Fletcher
Kingston,Jamaica
Summary
Dedicated and detail-oriented Assistant Manager with over 16 years of proven success in driving operational excellence in fast-paced environments, including startups and international corporations. Expert in streamlining processes, improving policies, and adapting to dynamic business needs, resulting in significant performance gains.
Overview
16
16
years of professional experience
Work History
Assistant Manager, Account Operations, Advisory
KPMG JESS
10.2021 - 05.2024
- Maintained ongoing communication with stakeholders regarding team capacity and utilization.
- Ensured seamless integration of policy and process changes by facilitating effective communication.
- Successfully grew individuals and overall team size through performance management, goal setting, and training initiatives.
- Delivered exceptional client-focused service by efficiently managing multiple client accounts and overseeing tasks such as background checks, resource data management, and VMS entries.
- Successfully mitigated challenges to sustain seamless service delivery with minimal disruptions
- Ensured compliance by analyzing pipeline data and maintaining critical client engagement documents such as SOWs and financial records for easy access and efficient workflow.
Team Lead, Account Operations, Advisory
KPMG JESS
03.2020 - 09.2021
- Effectively led and managed a diverse team to ensure smooth operations for over 60 US Premier/Fortune 500 client accounts
- Enhanced employee effectiveness through performance management and the delivery of training sessions, quality assurance and refresher courses aligned with Standard Operating Procedures.
- Enhanced recruitment and onboarding by conducting candidate interviews for new team members
- Contributed to a positive work environment through coaching and clear communication of job functions, responsibilities, and financial targets.
Social Media Marketing Expert
Consultant
01.2014 - 01.2021
- Implemented a successful ongoing content marketing initiative for small businesses by establishing and managing social media accounts on various platforms like Facebook, Twitter, LinkedIn, Google+, and Pinterest as well as developing engaging content.
- Effectively utilized social media strategies to elevate brand recognition and establish a strong online presence for the company.
Snr Officer, Account Operations, Advisory
KPMG JESS
10.2017 - 03.2020
- Built internal and external client relationships in addition to Officer role responsibilities.
- Created efficient internal procedures by evaluating client contracts and identifying strategies to meet client objectives
- Provided support in optimizing business forecasts and fiscal year projections
- Built and enhanced business reporting packages along with budget documentations.
Officer, Account Operations, Advisory
KPMG JESS
09.2016 - 10.2017
- Contributed significantly to the development and expansion of the KPMG Jamaica Extended Support Service under JESS/Project Jupiter Pilot Program, establishing it as a premier player in the BPO sector.
- Handled client onboarding by managing background checks, resource information, financial report creation, invoice submission and tracking, as well as reconciling AR reports.
Technical Support and Customer Care and Marketing Representative
Global Gateway Solutions (GGS) Inc
09.2013 - 04.2016
- The Globe and Mail (March 2015 – April 2016)
- Netflix Chat Support (Feb 2014 - March 2015)
Help Desk Associate – Technical Support
Vistaprint
09.2008 - 08.2013
- Assisted with technical issues for an international client base, including customers, agents, supervisors, and engineers
- Managed the web development and maintenance of Webs.com and Vistaprint site builder platforms.
- Ensured quality and accuracy of email marketing campaigns by performing thorough quality assurance checks
Design Sales and Service Specialist and New Hire Facilitator
Vistaprint
09.2008 - 08.2013
- Training/on boarding of newly hired agents
- Piloted the Net Promoter Score team
Education
Apprenticeship Program -
Global Services Sector (GSS) Jamaica
12.2021
Supervisory Management Certificate - Business Management
University of The Commonwealth Caribbean
05-2018
Project Management Certificate - Project Management
University of The Commonwealth Caribbean
12-2017
Ass. Degree in Applied Arts - Mass Communication / Journalism
Barbados Community College
06-2008
Skills
- Leadership
- Problem Solving
- Adaptability
- MS Office Suite
- Operations Management
- Recruiting and interviewing
- Customer Relations
Awards
- GEM (Going the Extra Mile) Award KPMG September 2021
- GEM (Going the Extra Mile) Award KPMG March 2021
- Honors in Supervisory Management Course - UCC 2018
- GEM (Going the Extra Mile) Award KPMG 2018
- Employee of the Year - KPMG 2017
- Employee of the Quarter - KPMG 2017
- GEM (Going the Extra Mile) Award KPMG 2017
- Most Outstanding Employee of the Quarter GGS (Qrt 4 2016)
- Most Outstanding Employee of the Quarter GGS (Qrt 3 2015)
- Most Outstanding Employee of the Quarter GGS (Qrt 2 2015)
- Perfect Attendance Vistaprint 2012
- Certificate of Recognition Vistaprint 2011
- Outstanding Effort, Attitude & Commitment Vistaprint 2009
Timeline
Assistant Manager, Account Operations, Advisory
KPMG JESS
10.2021 - 05.2024
Team Lead, Account Operations, Advisory
KPMG JESS
03.2020 - 09.2021
Snr Officer, Account Operations, Advisory
KPMG JESS
10.2017 - 03.2020
Officer, Account Operations, Advisory
KPMG JESS
09.2016 - 10.2017
Social Media Marketing Expert
Consultant
01.2014 - 01.2021
Technical Support and Customer Care and Marketing Representative
Global Gateway Solutions (GGS) Inc
09.2013 - 04.2016
Help Desk Associate – Technical Support
Vistaprint
09.2008 - 08.2013
Design Sales and Service Specialist and New Hire Facilitator
Vistaprint
09.2008 - 08.2013
Apprenticeship Program -
Global Services Sector (GSS) Jamaica
Supervisory Management Certificate - Business Management
University of The Commonwealth Caribbean
Project Management Certificate - Project Management
University of The Commonwealth Caribbean
Ass. Degree in Applied Arts - Mass Communication / Journalism
Barbados Community College
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