Summary
Overview
Work History
Education
Skills
Timeline
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Tataneisha Allen

Mandeville

Summary

Dynamic Senior Associate Manager with a proven track record at Sutherland, specializing in operations management and data analysis. Expert in enhancing employee engagement and retention through innovative onboarding strategies. Recognized for delivering actionable insights that significantly reduced new hire attrition, fostering a culture of continuous improvement and collaboration.

Overview

8
8
years of professional experience

Work History

Senior Associate Manager - New Hire Onboarding

Sutherland
04.2024 - 07.2025
  • Led initiatives to reduce new hire attrition by implementing proactive engagement strategies and early identification of challenges across the five (5) Sutherland locations in Jamaica.
  • Presented data-driven insights to program leaders to inform strategic decision-making and guide the development of targeted actions.
  • Generated and presented weekly and monthly reports outlining attrition drivers and ongoing program initiatives, enabling leadership to track trends and assess impact.
  • Assisted in talent acquisition efforts by participating in interviews, assessing candidate qualifications.
  • Facilitated new hire onboarding sessions with a focus on HR policies, compliance protocols, and code of conduct expectations to ensure smooth integration and policy adherence.

Associate Manager

Sutherland
05.2018 - 04.2024
  • Oversaw day-to-day operations to ensure efficient, high-quality service delivery in line with client SLAs and KPIs.
  • Managed and coached a team of agents to optimize performance, productivity, and customer satisfaction.
  • Analyzed operational metrics and created action plans to improve service levels, reduce errors, and drive continuous improvement.
  • Collaborated with cross-functional teams including Quality, Training, and Workforce Management to address performance gaps and enhance employee engagement.
  • Supported client relationship management through regular updates and performance reporting.
  • Ensured compliance with company policies, industry standards, and regulatory requirements.
  • Recognized as the preferred team manager for onboarding new hires, trusted to provide a strong foundation in company culture, processes and performance expectations.

Quality Analyst

Sutherland
05.2017 - 05.2018
  • Monitored and evaluated customer interactions across multiple channels (calls, chats, emails) to ensure adherence to quality standards, client guidelines, and regulatory requirements.
  • Conducted root cause analysis on performance gaps and provided actionable feedback to agents and team leads.
  • Developed and delivered calibration sessions to align quality expectations across operations and drive consistency in evaluations.
  • Curated coaching and developmental sessions for identified areas of opportunities.
  • Supported new hire and refresher training initiatives through quality insights and pattern analysis.
  • Successfully Implemented and managed Performance Improvement Plans (PIPs) to address performance gaps,support employee development and improve overall team performance.

Education

Associate of Applied Science - Science

Manchester High School
Mandeville
06-2016

Skills

  • Operations management
  • Data Analysis and Reporting
  • Stakeholder and Cross-Functional Collaboration
  • Process Improvement
  • Communication and Soft-Skills
  • New Hire Integration and Onboarding
  • Employee Engagement and Retention

Timeline

Senior Associate Manager - New Hire Onboarding

Sutherland
04.2024 - 07.2025

Associate Manager

Sutherland
05.2018 - 04.2024

Quality Analyst

Sutherland
05.2017 - 05.2018

Associate of Applied Science - Science

Manchester High School

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Tataneisha Allen