Adainey Forsythe

ADAINEY FORSYTHE PROCUREMENT & OPERATIONS SPECIALIST CONTACT--Kingston, Jamaica EDUCATION & CERTIFICATIONS ABOUT ME Dedicated and experienced operations and customer service professional with over 10 years of progressive leadership in call centers and procurement. Proven track record in driving performance, leading teams, and improving service delivery. Adept at developing processes, managing client relationships, and ensuring quality standards. Ready to bring strong organizational and communication skills to a dynamic team. Hinduja Global Solutions Team Management Certification Effective Leadership Skills - 2020 EXPERIENCE Heart Trust NTA Certificate in Business Administration - 2011 Procurement Officer AR Quality Construction Ltd | Sep 2023 – Present Kingston Technical High School Conduct client assessments and project planning. CSEC, Certificate of Merit, High School Leaving Certificate – 2006 Manage procurement processes, contracts, and invoicing. CORE COMPETENCIES Lead project rollouts and support change management initiatives. Provide exceptional service to clients throughout project cycles. Customer Experience Management Team Leadership & Coaching Process Improvement Quality Assurance & Associate Manager Sutherland Global Services | Feb 2020 – Sep 2023 Compliance Supervised a team of 15+ staff, overseeing daily operations Procurement & Vendor to ensure service quality. Coordination Facilitated onboarding and continuous training to upskill Strategic Planning MS Office & CRM Software REFERENCES AVAILABLE UPON REQUEST staff and maintain KPI alignment. ADAINEY FORSYTHE PROCUREMENT & OPERATIONS SPECIALIST EXPERIENCE Associate Manager Cont’d Sutherland Global Services | Feb 2020 – Sep 2023 CCollaborated O N T A Cwith T internal stakeholders to implement efficiency improvements and strategic initiatives. Conducted weekly performance reviews and provided coaching to underperformers. Ensured payroll data was accurate and submitted on time; handled HR escalations- Developed and enforced policies to align operations with company objectives and compliance- standards. Kingston, Jamaica Team Lead Hinduja E D U CGlobal A T I OSolutions N & (HGS) – Oct 2017 – Feb 2020 agents, monitoring call quality, attendance, and performance KPIs. C EManaged R T I F I aCteam A T of I O20+ NS Served as a bridge between frontline staff and management, relaying insights and resolving issues. Created and delivered performance improvement plans for struggling team members. Conducted call calibrations and audits to maintain quality assurance standards. Led team huddles and performance debriefs to boost morale and productivity. Achieved a 15% improvement in customer satisfaction scores over 12 months. Quality Assurance Analyst Xerox / Conduent – May 2014 – Sep 2017 Monitored agent calls for compliance with scripts, service protocols, and client expectations. Provided one-on-one coaching with actionable feedback to help agents improve performance. Tracked QA scores and submitted reports to management for weekly operations reviews. Identified recurring customer complaints and recommended process changes. Partnered with training department to update onboarding content based on audit findings. Customer Service & Sales Representative Fast Track Promotion – Feb 2013 – May 2014 Country House Products – Dec 2009 – Jan 2013 Promoted company products to potential customers, meeting and exceeding monthly sales targets. Responded to customer inquiries with professionalism and product knowledge. Maintained accurate records of sales and customer interactions. Assisted with in-store promotions and product displays.