Trevor Graham
883 Palmerston Close, Portsmouth, St Catherine,Jamaica
Summary
Dynamic leader and seasoned Manager of Operations with a proven track record in enhancing operational efficiency and customer satisfaction. Expertise in quality assurance controls and team building has led to the successful implementation of cost-saving strategies, significantly improving performance and service delivery. Demonstrated ability to drive growth through innovative solutions that align business goals with process improvement strategies. Adept at planning, coordinating, and executing successful production strategies across diverse industries.
Overview
30
30
years of professional experience
Work History
Station Manager
Menzies AJAS Limited
Montego Bay, St James
11.2011 - Current
- Conducted regular staff meetings to discuss performance objectives, safety protocols, and customer service standards.
- Monitored employee attendance records and ensured shift coverage for 24-hour operations.
- Recruited, trained, supervised, evaluated, coached and disciplined staff members.
- Resolved customer complaints in a timely manner while providing excellent customer service skills.
- Ensured that all equipment was maintained according to manufacturer's specifications.
- Analyzed financial reports to identify areas of cost savings or increased efficiency.
- Adhered to company guidelines regarding safety measures for employees working in hazardous environments.
- Participated in employee relations investigations to resolve issues effectively.
- Implemented departmental and organizational procedures to maximize output.
- Developed and implemented operational policies and procedures to improve efficiency.
- Coordinated with other departments to ensure successful delivery of services.
- Reviewed reports on operational performance metrics and identified areas of improvement.
- Resolved escalated customer service issues in a timely manner.
- Ensured compliance with safety guidelines by regularly inspecting work areas.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Addressed customer concerns with suitable solutions.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Measured and reviewed performance via KPIs and metrics.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
Customer Service Representative
ACS a Xerox Compay
Naggo Head , St Catherine
06.2010 - 11.2011
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
Customer Care Support Manager
Digicel Jamaica Ltd.
Kgn, Jamaica
02.2002 - 07.2009
- Effectively Coached and Monitored Team Leaders/Agents
- Timely Prepared Reports for Agent and Center Improvement performance
- Successfully Approved Adjustments and credit council customers
- Aided and Actioned technical queries attaining Customer Satisfaction
Quality Control Officer
National Land Agency (Office of Titles)
Kgn, Jamaica
04.1999 - 02.2002
- Successfully Assured quality with Documents with Land titles Act
- Timely Prepared Reports for Quality assurance
- Aided and Actioned technical queries attaining Customer Satisfaction
Quality Control Technician
Diamond Paints Jamaica Ltd
Kgn, Jamaica
03.1996 - 03.1999
- Effectively ensured quality of products in accordance with Bureau of Standards
Accounts Clerk/Payroll
Inter freight Agencies Ltd
Kgn, St James
08.1994 - 02.1996
- Timely Prepared Reports for Revenue assurance
- Successfully reconciled customers queries attaining Customer Satisfaction
- Analyzed data to identify trends in customer service issues, financials, staffing needs., to make informed decisions regarding operations.
- Established, maintained, and enforced organizational standards of performance, quality, and safety compliance.
- Ensured compliance with safety regulations, company policies, and procedures.
- Created and maintained relationships with key stakeholders.
- Monitored team performance, provided feedback, managed conflicts, and ensured deadlines were met.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Created schedules and monitored payroll to remain within budget.
Education
Certificate - Time Management
New Horizons
Kgn, Jamaica12.2007
Certificate - Advance excel
New Horizons
Kgn, Jamaica12.2007
Certificate - Public Speaking & Presentation Skills
University College of the Caribbean
Kgn, Jamaica12.2006
Certificate - Principles and Techniques of Project Management
Boston University
Kgn, Jamaica12.2006
Certificate - Assertiveness Skills, Effective Performance in Appraisal, Presentation Skills
University College of the Caribbean
Kgn, Jamaica12.2005
Diploma - Computer Repairs
Professional Career Development Institute
Georgia, USA12.1995
C.X.C General - Business Studies
Kingston College
Kgn, Jamaica12.1992
Skills
- Team oversight, leadership and management
- Employee scheduling
- Cost analysis and savings
- Performance evaluations
- Total quality management
- Team building
- Policy/program development
- Client relations
- Operations management
- Staff development
- Health and safety compliance
- Incidents management
- Data evaluation
- Quality assurance controls
- Management
- Process improvements
- Operational efficiency
- Cost reduction
- Policies and procedures implementation
- Project management abilities
- Onboarding and orientation
- Operations oversight
- Workflow optimization
Hobbies and Interests
- Listening and Playing musical Instruments
- Instructor in the Jamaica Combined Cadet Force
References
- Major Clifton Lumsden, Director Protective Services, Bank of Jamaica, Nethersole Place, Kingston, (876) 9220750
- Major Barrington Miller, Vice President Broker, Guardian Life Insurance, 12C C Spring Rd (10), (876) 926-3892
Timeline
Station Manager
Menzies AJAS Limited
11.2011 - Current
Customer Service Representative
ACS a Xerox Compay
06.2010 - 11.2011
Customer Care Support Manager
Digicel Jamaica Ltd.
02.2002 - 07.2009
Quality Control Officer
National Land Agency (Office of Titles)
04.1999 - 02.2002
Quality Control Technician
Diamond Paints Jamaica Ltd
03.1996 - 03.1999
Accounts Clerk/Payroll
Inter freight Agencies Ltd
08.1994 - 02.1996
Certificate - Time Management
New Horizons
Certificate - Advance excel
New Horizons
Certificate - Public Speaking & Presentation Skills
University College of the Caribbean
Certificate - Principles and Techniques of Project Management
Boston University
Certificate - Assertiveness Skills, Effective Performance in Appraisal, Presentation Skills
University College of the Caribbean
Diploma - Computer Repairs
Professional Career Development Institute
C.X.C General - Business Studies
Kingston College
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