International travel
Sheneka Bryan
Operations Management
Montego Bay
Summary
Dedicated and motivated leader with 9+ years of experience in Client Relation, Customer experience, client retention and daily business operations. Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve goals.
Overview
4
4
years of post-secondary education
10
10
years of professional experience
Work History
Operations Manager
24-7 InTouch
Montego Bay
12.2018 - Current
- Advanced productivity KPIs by leading trainings on procedures and safety practices.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Coordinated leadership workshops to educate team members on best practices to optimize productivity.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Snr operations manager
Ibex Global Jamaica
Kingston
01.2017 - 06.2018
- Managed Team of 300+ FTE overseeing hiring, training and professional growth of employees.
- Analyzed business requirements, develop strategies. propose solutions, and lead small projects and initiatives.
- Partnered closely with care partners to identify opportunities by leveraging analytics, C-sat, and metrics teams to establish new reports to monitor daily, weekly, and monthly performance of key metrics against goals.
- Directs overall campaign level operations including profitability (P/L); coordinates cross-functionally to achieve program goals.
- Develops business plans and budget for program; inclusive of payroll and timekeeping processes.
Team Manager
Ibex Global Jamaica
Kingston
12.2015 - 01.2017
- Evaluated employee performance on a weekly basis and coached and trained 15 team members, increasing quality of work and employee motivation.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Implemented real time monitoring new processes to streamline workflow within team, averaging 2 hours of additional productivity per day.
Customer Service Subject Matter Expert
Sutherland Global Jamaica
Kingston
12.2013 - 12.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
Technical Support Specialist
Accent Marketing Jamaica
Kingston
12.2010 - 12.2013
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Bachelor of Arts - Media And Communications
University of The West
Mona, Jamaica 01.2006 - 01.2010
Leadership Certification - Customer Service Management
AT&T University
Irving, Texas 05.2017 - 06.2017
Skills
Risk analysis and management
P&L Management
Project planning and development
Performance Evaluations
Employee relations and conflict resolution
MS Office
Written Communication
Leadership
Organization and Time management
Interests
Half Marathons
Book Buying and reading
Timeline
Operations Manager
24-7 InTouch
12.2018 - Current
Leadership Certification - Customer Service Management
AT&T University
05.2017 - 06.2017
Snr operations manager
Ibex Global Jamaica
01.2017 - 06.2018
Team Manager
Ibex Global Jamaica
12.2015 - 01.2017
Customer Service Subject Matter Expert
Sutherland Global Jamaica
12.2013 - 12.2015
Technical Support Specialist
Accent Marketing Jamaica
12.2010 - 12.2013
Bachelor of Arts - Media And Communications
University of The West
01.2006 - 01.2010