Kelvin Stokes

Experience

• 

  Allied Global

  Sept 2008 - Mar 2009

  Customer Service Analyst
• 

  Alorica

  Nov 2010 - Oct 2022

  • Direct Operations, Performance Excellence, Employee Engagement, and Efficiency Strategies across multiple accounts and clients managing the delivery. Main Verticals Supported: Telco, Customer Guided Support, technical care and Sales. •Direct operational strategy across multiple accounts working in alignment with our strategic client services units. Responsible for Performance, Employee Engagement, and Operational Efficiency at a site level. Meet and exceed client’s expectations as Manger, through a strong and efficient communication while coordinating internal teams to achieve client deliverables. • Ensure common goals and business KPIs are all along with commitments and Client expectations.

  • Director of Operations

    Jul 2020 - Oct 2022

  • Senior Manager

    Jan 2015 - Jun 2020

  • Operations Manager

    Dec 2011 - Jan 2015

  • Operations Supervisor

    Nov 2010 - Dec 2011
• 

  Teleperformance

  Feb 2024 - now

  Director of Operations

  As an accomplished Operations Director, I bring a wealth of experience in driving operational excellence and optimizing business performance. With a proven track record in strategic planning, process improvement, and team leadership, I excel in delivering exceptional results and ensuring organizational success.Strategic Planning & ExecutionOperational Efficiency & Process ImprovementTeam Leadership & DevelopmentProject Management & ImplementationBudgeting & Financial ManagementQuality Assurance & ComplianceCustomer Satisfaction & Retention Show less