Warren Pryce
Kingston
Summary
Accomplished professional with years of leadership experience in business development, customer success, and operational excellence. Proven expertise in driving optimal performance across organizations through innovative strategies, customer-focused solutions, and collaborative leadership. Experienced in sales, client solutions, B2B/B2C operations, project coordination, and business communications. Currently expanding expertise in business analysis and data analytics, complemented by foundational project management skills.
Overview
9
9
years of professional experience
Work History
Customer Experience Lead
WiPay Financial Solutions
07.2023 - Current
- Spearheading sales development initiatives and overseeing onboarding processes. Identifying and mitigating customer pain points to enhance product/service delivery. Monitoring customer interactions through CRM analysis and live recordings. Advocating for customer-centric solutions in meetings and project planning. Hiring, training, and leading teams to exceed performance goals. Managing POS/terminal distribution and programming. Reducing churn rates and driving customer lifetime value through strategic initiatives.
Client Success Manager (Contract)
Shockwave Solutions LLC
01.2023 - 06.2023
- Conducted client consultations and proposal research to deliver tailored solutions. Led employee learning and development programs to boost performance. Negotiated contracts and managed strategic business relationships. Spearheaded key organizational initiatives to drive growth.
Operations Manager
Iterum Connections BPO
12.2021 - 12.2022
- Oversaw daily operations to enhance overall efficiency and productivity across multiple departments.
- Led cross-functional teams to drive project completion, ensuring alignment with organizational goals and timelines.
- Utilized data analytics tools to monitor key performance indicators, facilitating informed decision-making and operational adjustments. Motivated teams to achieve high performance through expert coaching. Designed and monitored KPIs for operational success. Delivered strategic planning, budgeting, and resource optimization. Presented actionable insights in weekly business reviews.
Assistant Contact Center Manager
Support Services Group
05.2021 - 12.2021
- Enhanced customer satisfaction and retention through proactive client relations. Provided strategic coaching to meet performance metrics. Applied analytical insights for data-driven decision-making.
Technical Administrator/Project Administrator (Part-time)
Konnexx Services Ltd
05.2021 - 08.2021
- Delivered elevated customer satisfaction and streamlined project execution. Utilized Gantt project management tools for operational efficiency.
Call Center Supervisor
Alliance (Teleperformance)
09.2016 - 05.2021
- Oversaw daily operations of the call center, ensuring adherence to quality standards and performance metrics.
- Monitored call center performance, analyzed key performance indicators, and provided actionable feedback to team members.
- Collaborated with management to streamline processes, reducing average call handling time by 20%. Hired, trained, and coached representatives, earning Top Supervisor recognition twice. Managed and tracked KPIs to improve team performance. Provided mentoring and development for team members' growth.
Education
BSc. - Information Systems Management, Business Administration
University of the Commonwealth Caribbean (UCC)
01.2026
Diploma - Supervisory Management
University of The Commonwealth Caribbean (UCC)
01.2019
Diploma - Renewable Energy Level 3
Derrick Rochester Campus - Heart Trust NTA
01.2016
Certifications - CSEC/CXC
Winston Jones High School
Manchester01.2013
Skills
- Data Analytics
- Communication Skills - Expert
- Project Management - Expert
- Team Management - Expert
- Client Consultations - Expert
- Onboarding Processes - Expert
- Customer-Centric Solutions - Expert
- Analytical Insights - Expert
- Leadership
- Sales development
- Business strategy
- Customer experience management
- CRM tools
- Gantt charts
- Renewable energy systems
- Analytical capabilities
- Coaching
- Operational planning
Timeline
Customer Experience Lead
WiPay Financial Solutions
07.2023 - Current
Client Success Manager (Contract)
Shockwave Solutions LLC
01.2023 - 06.2023
Operations Manager
Iterum Connections BPO
12.2021 - 12.2022
Assistant Contact Center Manager
Support Services Group
05.2021 - 12.2021
Technical Administrator/Project Administrator (Part-time)
Konnexx Services Ltd
05.2021 - 08.2021
Call Center Supervisor
Alliance (Teleperformance)
09.2016 - 05.2021
Diploma - Renewable Energy Level 3
Derrick Rochester Campus - Heart Trust NTA
Certifications - CSEC/CXC
Winston Jones High School
BSc. - Information Systems Management, Business Administration
University of the Commonwealth Caribbean (UCC)
Diploma - Supervisory Management
University of The Commonwealth Caribbean (UCC)