Adainey Forsythe

 EDUCATION Hinduja Global Solution (HGS) Oct 2017 – Feb 2020 Team Management Certification Effective Leadership Skill Certification Heart Trust N.T.A Sept 2010 - 2011 Business Administration Certificate Kingston Technical High School Sept 2003 - 2006 High School Leaving Certificate Certificate of Merit CSEC Certificate Adainey Forsythe Profile I am a dedicated and hard-working individual with strong interpersonal and communication skills. I am committed to leveraging my existing knowledge and skills to add value to your organization. Additionally, I am eager to further develop my abilities by learning from the talented individuals I will have the opportunity to assist. CONTACT PHONE:- EMAIL:- WORK EXPERIENCE AR Quality Construction Limited Procurement Officer Sep 2023- Present Communicate with and meet with clients when needed; Perform initial assessments for each client before the project begins Managing projects, rolling out change initiatives and monitoring implementation Management Consultant duties and responsibilities. Customer service for both clients, Invoice and contract management. Sutherland Global Services Associate Manager Feb 2020- September 2023 Provide hands-on leadership, team building and ongoing training. Develop and drive key strategic initiates in collaboration with stakeholders of the business to deliver and exceed Key Performance Indicator (KPIs) with respect to service delivery and compile payroll data. Analyze, review and develop policies and proceddures to ensure continuous improvement and relevance with respect to the objectives and standards establidhed. Effectively lead, inspire and manage performance of the team towards the attainment of KPIs to ensure achievement of the business objectives. Proactively deal with and pursue new ways to consistently address internal and ecternal customer needs regarding service delivery to ensure that established customer experience standards are achieved. Hinduja Global Solution (HGS) Team Lead Oct 2017- Feb 2020 Provide customer service to internal/external clients and Advocate for agents. Observe, track and evaluate agents performance; attendance, compliance and key performance indicators. Communicate with other departments to resolve any issue that may arise. Undertaking remedial actions to correct agent performance or behavior. Monitor random call to improve quality and call handling techniques in order to minimize errors and maintain call center performance. Xerox / Conduent Quality Assurance Analyst May 2014- September 2017 Monitor calls to ensure the correct protocols are being followed and provide feedback to both agents and clients. Monitor calls to ensure company protocols are followed. Provide coaching sessions for agents to modify performance and behavior. Provide quality grading for agents based on calls evaluated. Identify and track trends that may affect agents’ performance as well as business unit. Maintain and submit quality information for payroll Fast Track Promotion Customer Service/ Sales Representative Feb 2013- May 2014 Promote goods and services by achieving sales target. Country House Products Customer Service/ Sales Representative Dec 2009- Jan 2013 Promote goods and services by achieving sales target. SKILLS Conscientious personality. Excellent Inter- and Intrapersonal skills. Assertive, decisive, team player, reliable and a very good listener. Flexible with the ability to adapt readily to change. Good oral and written communications. Competence in the area of Customer Service. The ability to operate several computer applications. Reference: Available upon request