Althea Spence

Experience

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  Hewitt's Motorcycle Supplies & Rental

  Jan 1992 - Sept 2001

  Joint CEO

  • Dealer for Yamaha & Honda Motorcycle companies.• Manage day to day operations and make decisions• Maximize Motorcycle sales for dealership consistently surpassing revenue targets• Collaboration and partnership with business clients to improve sales and profit.

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  West Corporation

  Oct 2001 - Oct 2005

  Service Quality Manager/ Supervisor – Onshore & Offshore

  • Hire, train, motivate, coach and develop front-line employees and Service Quality representatives to reach their full potential through consistent monitoring, training, assessment and feedback to achieve and maintain high standards of performance.• Processing calls of various clients seeing to their business needs e.g. Acquisition, Retention and Retail Projects.• Coordinate, facilitate and guide the clients’ day-to-day quality expectations and requirements improving and surpassing revenue and other targets.• Manage and lead the development of new client programs e.g. Optima First USA, Bank One, Capitol One credit cards (residential & business) and telephony services such as AT&T, Nextel and Direct One to name a few. • Proactively raise issues which impact the centers/channels ability to maintain success• Consistent and effective reporting on team/test progress, challenges & successes by compiling statistics, interpret data and take appropriate action to support findings and goals (KPIs)• Ensure coaching and mentoring actions for front-line employees occur in a transparent, accurate and timely manner• Leverage Customer service techniques, coaching and counseling training to achieve the desired outcome of the centers performance• Managing relationship with unit/test business managers and other department leader Show less

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  Vistaprint JA Ltd

  Apr 2007 - Feb 2020

  Operations Manager

  • Revamping of Agent Feedback/Performance Excellence Model • Revamping of on-the-job Training (OJT), cross and remedial training Models • Strategic Thinking & Innovation 1. Instrumental in improving Efficiency by saving the company over USD$700,000.00 2. Customer and Employee Effort Score Transition• Find creative ways to surpass revenue and other targets1. Productivity Improvement programs2. Employee Engagement Activities3. Sales Booster Clinics4. Recognition & Rewards Programs5. Increase Customer Satisfaction focus catapulting a 75% score to 90% and above for all Phone service channels• Instrumental in increasing employee retention and curtailing attrition from 5% annualized monthly to 1.5%.• Hire, train, motivate, coach and develop supervisors and front-line employees to reach their full potential through consistent monitoring, training, assessment and feedback to achieve and maintain high standards of performance.• Proactively raise issues which impact the center/channel’s ability to maintain success• Consistent and effective reporting on team/test progress, challenges & successes by compiling statistics, interpret data and take appropriate action to support findings and goals (KPIs)• Ensure disciplinary discussions and actions for supervisors and front-line employees occur in transparent, accurate and timely manner• Leverage Customer service techniques, coaching and counseling training to achieve the desired outcome of the organization • Managing relationship with unit/test business managers and other department leaders• Communicating the value proposition of Vistaprint products and services to internal & external clients• Understands customer needs (internal & external) and uses it to make good “global-local decisions Show less

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  Vistaprint

  Apr 2007 - Feb 2020

  · Realign, refocus, revamp and build strategies to improve overall performance in Australia, New Zealand, and Singapore markets that we service· Significantly improve Net Promoter Score and Customer satisfaction for Australia, New Zealand, and Singapore markets· Revamping of Agent Feedback/Performance Excellence Model· Revamping of on-the-job Training (OJT), cross and remedial training Models· Instrumental in improving Efficiency by saving the company over USD$700,000.00 within a two months period.· Collaboration with Knowledge Management team to improve tools and Knowledge base for greater contact handling efficiency and service delivery/quality management.· Find creative ways to surpass revenue and other targets1. Productivity Improvement programs2. Employee Engagement Activities3. Sales Booster Clinics4. Recognition & Rewards Programs5. Increase Customer Satisfaction focus catapulting a 75% score to 95% and above for all contact handling service channels.· Instrumental in increasing employee retention and curtailing attrition from 5% annualized monthly to 1.5%.· Hire, train, motivate, coach and develop supervisors and front-line employees to reach their full potential through consistent monitoring, training, assessment and feedback to achieve and maintain high standards of performance.· Proactively raise issues which impact the center/channel’s ability to maintain success· Consistent and effective reporting on team/test progress, challenges & successes by compiling statistics, interpret data and take appropriate action to support findings and goals (KPIs)· Ensure disciplinary discussions and actions for supervisors and front-line employees occur in transparent, accurate and timely manner Show less

  • Operations Manager

    Apr 2007 - Feb 2020

  • Operation Manager

    Apr 2007 - Feb 2020
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  Cimpress JA Ltd

  Oct 2015 - Apr 2017

  Global Training & Design Manager

  · Responsible, lead and develop the CARE Training & Design department in our Jamaica Office.· Employed an excellent partnership with team members across other locations to build the global training strategy and to define training standards and processes.· Worked closely with the Montego Bay CARE Management team across all departments to identify training gaps and define the mid-& long term training needs.· Worked closely with local and global functional leads, e.g. Operations, Quality, WFM, Helpdesk and Human Resources.· Worked closely with the global CARE Training & Design Management team to define the global CARE TRAINING & DESIGN vision and strategy.· Lead global projects to continually develop the CARE Training & Design department and deliver on the department’s strategy.· Deliver soft skills and management trainings.· Develop the local CARE training team to ensure that the needed long-term skill set is available.· Facilitate workshops for the Training & Design academy to support the development of the global CARE Training & Design team.· Measure and monitor training effectiveness, analyze results and respond as necessary to maintain high-quality standards.· Administer CARE training programs and assessments designed by the global CARE Instructional Design Team and ensure that all local and cultural needs of the intended audience are met.· Identify areas of development and improvement as well as make suggestions to support the CARE organization´s goals and strategy. Show less

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  National Pen

  Feb 2020 - Mar 2022

  Operations Manager

   Provide leadership and direction, oversight and approval on personnel and performance issues related to all levels of employee within the Call Centre. Lead and develop Operations Supervisors and/or Team Leads and their teams of agents to meet set goals including setting expectations, managing performance, communication, disciplinary issues, etc.  Evaluate the day-to-day practices of the direct reports and their teams. Provide feedback, coaching and development of skill sets to ensure leadership practices exemplify the cultural norms and performance expectations of the Call Centre. Proven experience in leading leaders in a fast-paced, high-demand sales environment to succeed. Create, support, and drive positive environment in line with established cultural direction of Centre and company to improve employee engagement and retention. Support the Talent Acquisition department in the hiring process by interviewing potential hires and outlining clear job expectation.  Ensure operational effectiveness to ensure Call Centre meets or exceeds expectations, including sales metrics, service levels, quality, and customer service. Analyze metrics, budgets, and performance trends in the Call Centre in an effort to identify opportunities and develop executable action plans aimed to improve performances. Collaborate with Human Resources, Peers, and Director to determine and implement policies, organizational structure, and staffing requirements to meet long-term growth and financial objectives. Work with partners within the company to communicate issues, resolve problems, establish practices, develop improvements, and provide direction that will ensure support of the Call Centre operations. Engage with various consultants and service providers necessary for successful site operations. Show less

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  7Cs Direct

  Sept 2023 - now

  Operations/HR Manager