Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tanisha Morris

St. Catherine,Jamaica

Summary

Strategic and results-driven Risk and Operations Leader with over 10 years of progressive experience in risk management and service delivery within global professional services and BPO environments. Proven expertise in leading high-performing teams, managing stakeholder relationships, and driving operational excellence through data-driven decision-making and continuous improvement. Recognized for delivering consistent SLA performance, fostering team development, and aligning operational strategies with organizational goals.

Overview

11
11
years of professional experience

Work History

Manager II

KPMG Jamaica Extended Support Services (JESS)
10.2023 - Current
  • Serve as the primary support function for evaluating the permissibility of financial relationships held by KPMG US professionals to mitigate potential conflicts of interest with audit clients, providing investment policy guidance, and delivering responsive support through inquiry management and call assistance.
  • Serve as Process Area Manager, overseeing the KJESS team, supporting KPMG US’s Risk Management PIINQ function.
  • Consistently achieved 100% of Service Level Agreements (SLAs) each fiscal year, committing to high-quality service delivery, operational excellence, and client satisfaction across all performance targets.
  • Act as the primary Liaison with US stakeholders, managing escalations, facilitating governance meetings, and driving strategic initiatives.
  • Provide leadership, coaching and performance management to team leads and staff, fostering a culture of continuous improvement and accountability.
  • Drive continuous improvement initiative, including process optimization, quality assurance, and change management.
  • Facilitate governance meetings, and prepare operational reports to communicate performance metrics and project updates to senior leadership.
  • Lead special projects and pilot programs, ensuring timely execution and stakeholder adoption through effective communication and training.

Assistant Manager

KPMG Jamaica Extended Support Services (JESS)
11.2021 - 09.2023
  • Consistently achieved 100% of Service Level Agreements (SLAs) each fiscal year, committing to high-quality service delivery, operational excellence, and client satisfaction across all performance targets.
  • Lead the team in delivering back-office services to KPMG US, ensuring adherence to independence policies and procedures.
  • Serve as a liaison between KJESS and US stakeholders to clarify expectations, resolve issues, and ensure alignment with service level agreements.
  • Provided coaching and support to team members helping to build technical knowledge and improve service quality.
  • Participated in the development and implementation of process improvement and training initiatives.
  • Contributed to the successful transition and stabilization of new workstreams within the PIINQ functions.

Associate Manager - Associate Management

Sutherland Global Jamaica
05.2019 - 11.2021
  • Completed program-level reports for weekly and monthly service performance meetings with the Senior Manager.
  • Generated the performance-based incentive program designed for associate-level staff.
  • Directed daily operational functions, ensuring optimal planning, staffing, and execution to meet business objectives.
  • Supervised and coached on 15 – 30 associates, fostering a high-performance culture through continuous feedback and support.
  • Monitored and managed performance metrics to consistently meet or exceed KPIs and Service Level Agreements (SLAs).
  • Analyzed operational reports and statistical data to identify trends, diagnose issues, and drive performance improvements.
  • Created customized dashboards and reports to track key operational metrics and support data-driven decision-making.
  • Applied analytical thinking and problem-solving skills to resolve ad hoc operational challenges swiftly and effectively.
  • Motivated teams through relationship-building, real-time coaching, and performance-based incentive programs.
  • Coordinated staffing adjustments in collaboration with Workforce Management and Operations Support teams.
  • Partnered with internal departments (HR, IT, etc.) to resolve associate issues and streamline operations.
  • Amazon HR & Fiserv (Clover Tech Support, Merchant Support & Card Services)

Associate Professional – Customer Experience

Sutherland Global Jamaica
02.2015 - 04.2019
  • Associate Professional Lead – Customer Experience - October 2015 - March 2016
  • Delivered multi-channel support (email, chat, phone, and social media), ensuring up-to-date product and policy knowledge across all supported clients.
  • Conducted 40–80 quality reviews weekly, maintaining a 90%+ accuracy rate in evaluations.
  • Served as a Subject Matter Expert (SME), providing real-time support and guidance to associates during scheduled shifts.
  • Led and facilitated group and one-on-one coaching sessions to highlight performance trends, celebrate successes, and address opportunities based on quality reviews and customer feedback.
  • Created and delivered quality-focused presentations for new hire classes across all three client programs.
  • Hosted internal and client-facing calibration sessions to align quality standards and expectations.
  • Developed trend analysis reports to forecast customer concerns around seasonal events and high-impact periods.
  • Prepared and presented quality performance reports in client meetings and internal service reviews.
  • Completed program-level reports for weekly and monthly service performance meetings with the Senior Manager.
  • Generated the performance-based incentive program designed for associate-level staff.
  • Supported onboarding and training of new Quality Specialists, ensuring smooth integration into the team.
  • Designed and executed monthly engagement activities to boost team morale.
  • StubHub, 1-800-Flowers & Affiliates, Zappos.com

Associate – Associate Management

Sutherland Global Jamaica
06.2014 - 01.2015
  • Provided multi-channel customer support via email, chat, and phone, handling an average of 40–60 contacts per day.
  • Consistently met or exceeded all SLA targets, including response time, resolution time, and customer satisfaction metrics.
  • Resolved a wide range of customer inquiries related to ticket purchases, order issues, event details, and account management with accuracy and empathy.
  • Selected as a Subject Matter Expert (SME) to support three consecutive training classes, offering floor support, mentoring, and knowledge sharing to new hires.
  • Partnered with the training team to reinforce best practices and improve onboarding effectiveness.
  • Maintained up-to-date knowledge of StubHub’s policies, procedures, and platform updates to ensure accurate and efficient support delivery.
  • StubHub

Education

Project Management (PMI Curriculum) -

Northern Caribbean University
01-2025

Digital & Social Media Marketing -

Northern Caribbean University
01-2024

Small Business Management -

Northern Caribbean University
01-2024

Certified Professional Manager (CPM) -

COPC
01-2024

Supervisory Management -

Northern Caribbean University
01-2018

Bachelor of Arts (B.A.) - History

University of The West Indies
01-2012

Skills

  • Process Improvement
  • Client Relations
  • Data Analysis & Reporting
  • Service Delivery Management
  • Project Management
  • Team Leadership & Coaching
  • Training
  • Collaboration
  • Technology Proficiency
  • Communication
  • Problem Solving
  • Strategic Planning
  • Risk management

Timeline

Manager II

KPMG Jamaica Extended Support Services (JESS)
10.2023 - Current

Assistant Manager

KPMG Jamaica Extended Support Services (JESS)
11.2021 - 09.2023

Associate Manager - Associate Management

Sutherland Global Jamaica
05.2019 - 11.2021

Associate Professional – Customer Experience

Sutherland Global Jamaica
02.2015 - 04.2019

Associate – Associate Management

Sutherland Global Jamaica
06.2014 - 01.2015

Project Management (PMI Curriculum) -

Northern Caribbean University

Digital & Social Media Marketing -

Northern Caribbean University

Small Business Management -

Northern Caribbean University

Certified Professional Manager (CPM) -

COPC

Supervisory Management -

Northern Caribbean University

Bachelor of Arts (B.A.) - History

University of The West Indies

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Tanisha Morris