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Work Background
InfluxActing Delivery Manager
Nov. 2020 - Oct. 2021JamaicaI led distributed teams to maintain service reliability, coach performance, and ensure operational consistency. Key Contributions: • Led and coached a 12-member distributed support team, responsible for workload allocation, QA, and performance reviews • Managed hiring, onboarding, and competency development to reduce ramp-up time and improve delivery consistency • Implemented SOPs and QA frameworks to reduce escalation frequency and improve communication clarity • Coordinated daily operational direction and cross-team alignment to maintain service expectations
InfluxCustomer Success Manager
Oct. 2019 - Oct. 2020JamaicaI managed service delivery and client communication quality across multiple international accounts, helping stabilize performance within high-volume support environments. Key Contributions: • Managed 7 global client accounts across multiple time zones, overseeing workflow standards and communication frameworks • Reduced client support backlog by ~95% within one quarter by restructuring prioritization, ownership clarity, and SLA alignment • Improved turnaround responsiveness and expectation alignment through communication playbooks and escalation paths • Partnered with client leadership to define KPI reporting cadence and success metrics
Journey with DSEFounder & Travel Operations Lead
Oct. 2018JamaicaI design streamlined client journey workflows for destination travel and group event planning. Key Contributions: • Created end-to-end client experience workflows from inquiry → qualification → proposal → itinerary coordination • Managed travel execution for ~1 group event per month and 3+ individual itineraries monthly (seasonal variation) • Reduced client back-and-forth by ~80% by implementing clarity guides and pre-decision alignment checklists • Coordinated with hotels, vendors, and activity partners to ensure smooth client experience delivery
D.S.E. Virtual AssistClient Operations & Virtual Business Support Consultant
Aug. 2017 - Jan. 2019JamaicaI supported small business clients by organizing workflows, communication systems, and recurring admin operations. Key Contributions: • Managed scheduling, inboxes, and project coordination for ~5 clients across consulting and service-based businesses • Improved project turnaround speed by ~25% by implementing structured task boards and workflow sequencing • Reduced missed follow-ups and communication delays through automation and standardized briefing templates • Enabled clients to reclaim operational time and focus on sales and delivery
Guardsman Armoured LtdJunior Branch Manager
Aug. 2016 - Sep. 2019• Spearheaded the guidance and management of a diverse team comprising 50 members, fostering a collaborative environment to enhance operational efficiency and achieve collective objectives. • Employed advanced analytical skills to meticulously craft reports, compelling presentations, and strategic proposals, serving as invaluable resources for steering meetings and driving operational excellence. • Overseen the intricate operations of a Cash Room, leveraging sophisticated systems to streamline data entry processes and ensure accurate reporting for financial transparency. • Demonstrated adeptness in addressing client concerns and resolving inquiries with precision and timeliness through effective email and telephonic communication channels, bolstering client satisfaction and retention rates.
Guardsman AlarmsOffice Administrator
Aug. 2014 - May. 2016Montego Bay, Jamaica• Coordinated the intricate interplay between clientele and technical teams to ensure the punctual and effective dispensation of services, thus elevating client contentment and loyalty. • Skillfully managed an array of administrative responsibilities, encompassing the meticulous creation of customer quotes and the meticulous preparation of purchase orders, culminating in streamlined operational processes. • Assumed a pivotal role in financial operations, orchestrating cheque requisitions and providing invaluable support in the compilation of weekly reports, thereby fortifying financial integrity and decision-making.
Guardsman Armoured LimitedPersonal Assistant to the Managing Director
Sep. 2013 - Aug. 2014Kingston, Jamaica• Actively supported the Managing Director through proficient administrative assistance, fostering an environment of operational efficiency and effectiveness. • Methodically organized and managed MD schedules, actively contributing to meeting preparation and the thorough documentation and dissemination of meeting outcomes. • Demonstrated expertise in overseeing intricate travel logistics for the MD, ensuring all arrangements were executed with precision and maintained the highest levels of confidentiality.
Tutti Frutti Frozen YogurtStore Manager
Jun. 2013 - Aug. 2013Kingston, Jamaica
Beaches Negril Resort & SpaExecutive Admin Assistant to General Manager
Jan. 2011 - Mar. 2013Negril, Jamaica• Contributed invaluable administrative assistance to support the operational endeavors of both the General Manager (GM) and Hotel Manager (HM), fostering an environment of efficiency and productivity within the executive domain. • Leveraged advanced problem-solving skills to effectively address and resolve post-travel guest complaints utilizing the sophisticated Customer Tracking System (CTS), thereby enhancing guest experiences and brand reputation. • Spearheaded meticulous record-keeping and documentation procedures within the Executive Office, ensuring compliance and seamless operations across various administrative tasks.
Sandals Resorts InternationalSenior Sales Executive (Beaches Ocho Rios)
Oct. 2009 - Jan. 2011St. Mary, Jamaica• Collaborated closely with the Resort Sales Manager to orchestrate and execute daily operations, offering invaluable sales support and proficiently managing administrative responsibilities. • Developed enduring relationships with esteemed travel partners and VIP guests, prioritizing their satisfaction to cultivate long-term loyalty and drive sustained business growth.
Air JamaicaCustomer Care Lead Agent
Mar. 2005 - Sep. 2009Norman Manley International Airport, Kgn, Jamaica• Diligently ensured top-tier customer service standards across check-in, ticketing, and baggage claim procedures, orchestrating a seamless journey for travelers, from start to finish. • Skillfully managed a spectrum of operational complexities including special events, irregular operations, and VIP passenger accommodations, showcasing poise and efficiency.
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