Alicia Thompson, PMP®, PMI-ACP®, CSM®

Experience

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  Accent Marketing

  Aug 2011 - Apr 2015

  ● Analysing Site performance and ensuring all targets are met on a daily basis. Scheduling and intraday management.● Ensured attainment of key WFM metrics, including service level, occupancy, utilization, forecast accuracy, long term planning, schedule efficiency and adherence. Provide Technical Support for the Panasonic Co-operation.

  • Workforce Analyst

    Jul 2013 - Apr 2015

  • Technical Engagement Specialist

    Aug 2011 - Jun 2013
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  STARTEK

  Apr 2015 - Jan 2017

  Learning And Development Specialist

  . Delivering classroom training material included but not limited to new hire programs, enhancement training, and other client and corporate offerings for technical and sales clients. Professional interaction with STARTEK clients. . Creating reports for STARTEK leadership and clients. . Staying current on program through production environment support as determined by the Senior Training Manager and/or Training Director. . Identifying new or revised methods for adult learning situations. . Working with Quality and Operations to evaluate effectiveness of all programs. . Conducting regular and on-going needs analysis through various methods including but not limited to call evaluation, observations and questionnaires. . Completing special projects as required. Show less

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  IBEX | Global

  Jan 2017 - Sept 2017

  Operations Manager

  Leads, guides, and directs the daily operational and client performance of a group of Team Supervisors who have responsibility for group of customer contact center employees who are responsible for meeting and exceeding client expectations. Leads, develops and supports supervisors and employees. Promotes a positive work environment designed to enhance employee engagement, satisfaction and retention. Coaches employees to success ensuring compliance with business policies and practices and ensures legal compliance. Engages in positive relationships with clients to understand and support client goals. Show less

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  YELLO MEDIA GROUP

  Oct 2017 - Jun 2018

  Yello Media Group - Training Officer - 20 Caribbean Territories

  As a Training officer my duties include but are not limited to the below:1. Working with the products team, learning and mastering the details of all new products, creating training material that is suitable to get all company members (especially sales representatives) competent to offer these new product solutions to our clients.2. Assess Training needs of company members and facilitate the necessary training across all 20 locations within the Caribbean.3. Develop, design and deliver training on our various Print and Digital products ( SEM, Websites, Mobile Apps, TV advertising, Youtube TruView, Display Ads, Search Ads, Social Media Marketing across the Caribbean. )4. Project Team member on all new projects being rolled out by the Company, to provide any training or refresher to company members and communicate any system changes.5. Manage the Company's online training website and ensure that company members are utilizing the tool.6. Retrain company members as needed on the performance management tool.7. Train company members in their respective areas as needed.8. Monitor Google Adwords certification for all Sales Consultants.9. Organize staff training sessions, workshops and activities10. Head Trainer for all Customer Service Excellence Training delivered to all company members. 11. Process employee requests for outside training while complying with policies and procedures.12. Conduct weekly webinars on topics that encourage employee engagement, leadership and development. Show less

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  GraceKennedy Financial Group

  Oct 2018 - Feb 2022

  Talent Development Coordinator & Project Manager

  ● Manage and Coordinate all talent development activities for the financial group and Subsidiaries ( First Global Bank, GraceKennedy Insurance, Allied Insurance Brokers, GraceKennedy Money Services, GraceKennedy Capital Management, Key Insurance)● Project Manager responsible for the development of Company Intranet● Project Manager for the Financial Holding Project for the Financial Group● Project Manager responsible for developing a successful online onboarding program● Managed and administered the development and delivery of a comprehensive talent development program by providing end-to-end learning and development solutions including assessment, design, development, delivery, measurement and management of training programs● Successfully developed Training programs for all critical projects within Financial group Show less

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  GraceKennedy Ltd.

  Feb 2022 - Mar 2022

  Talent Officer

  ● Responsible for all HR and employee experience projects

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  NCB Financial Group

  Apr 2022 - Jan 2024

  Scrum Master

  Digital Transformation of the manual enrolment process for pension enrolment.Successfully developed the SMART Pension Platform for the Insurance business, NCBIA to allow for efficient onboarding of both individual and superannuation pension funds.

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  Shift Left Ltd

  Apr 2024 - Aug 2024

  Project Manager consultant

  Project Manager consultant for JMMB, overseeing IT software upgrade and maintenance projects, ensuring seamless integration and optimal performance. Strong execution skills, stakeholder management, and governance expertise are leveraged to drive key priorities and support organizational transformation.

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  Metalab

  Jul 2024 - now

  Scrum Master