Diandra Stephens - SHRM-SCP

Experience

• 

  Digicel Group

  May 2015 - Oct 2018

  I monitored and assessed quality interaction for all Customer Care contact points against agreed quality criteria to ensure all quality standards were maintained.Additionally, I supervised, trained and implemented key performance indicators which are still being used to maintain the high standard of customer service that Digicel is recognized for globally.I coached agents to attain/maintain quality standards while achieving First Call Resolution, thereby improving customer satisfaction and maintaining/attaining the required service level. Moreover I was the chief communications personnel for the FTTH Department. This involved preparing and disseminating written and verbal communications to the Contact Centre across all levels.I also was responsible for generating weekly and monthly reports on Agent and Centre performance based on audits of statistical data. Show less I was responsible for generating revenue during the launch of Digicel Play, by contacting prospective customers and advising them of the features, advantages and benefits of the services being offered. Additionally, I utilized various sale techniques and soft skills to persuade prospective customers to become a part of our extraordinary network. I also created customers’ accounts and calculated their subscription fees while conversing with them over the phone, this alludes to my ability to multitask while being meticulous and efficient. Show less

  • Quality Analyst

    Mar 2016 - Oct 2018

  • Telesales Representative

    May 2015 - Mar 2016
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  KPMG

  Oct 2018 - now

  My role entailed supporting client engagement management, including creating and managing invoices, drafting client engagement letters using , conducting time and expense reconciliations, processing accounts payables, booking travel, creating opportunities and pricing for business leads, among other ad hoc tasks.Additionally, I performed other administrative tasks including but limited to: SYNC Client Relationship Management updates and edits; Research and book travel reservations; Coordinate and schedule conference rooms for meetings; Format documents; Compile/edit spreadsheets using intermediate and advanced Excel functions; Edit PowerPoint presentations; Process purchase requisitions, Invoices and Business cards. Show less In my role as a Learning Management Officer in the HR Shared Services Department as I was responsible for reviewing transcripts, training material and certificates of completion against predefined standards set by the Local Team US based counterpart.I was also tasked with auditing transcripts and creating external learning request for expatriates via the learning platform. The application of credits to employees’ profile was crucial as it played a key part in engagement activities.In my capacity I implement several process improvement initiatives such as the creation of a Knowledge bank and SOP's for Mailbox Management and Expat Request processing. I also utilized my excellent Microsoft excel and PowerPoint techniques to conduct Training Sessions, create Training Documents, revamp Reports and issue General Announcements. Show less I audit License and Certificates for KPMG US based professionals including but not limited to Certified Public Accounts, License Attorneys, Scrum Masters, Tax Preparers (PTIN), Enrolled Agents and Enrolled Actuary’s.Additionally, my excellent reporting and analytic techniques affords me the opportunity to revamp several reports on a weekly and monthly basis. The reconstruction involved improving the accuracy, functionality and aesthetics of the said reports. I also trained and assisted individuals with excel and PowerPoint related inquires. Show less

  • Senior Associate for Caricom Learning & Development

    Jan 2023 - now

  • Senior Executive Administrative Assistant

    Aug 2021 - now

  • Learning Management Officer

    Jul 2020 - Jul 2021

  • Human Resource Compliance Officer

    Oct 2018 - Jun 2020