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
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
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