Allison Peters

 ALLISON NICOLE PETERS 96. St. John’s Road, Spanish Town, St. Catherine, Jamaica. Tele#:- (digicel), Email Address:- OVERVIEW: I have 15 years of experience in Business Process Outsourcing. In my present role as an Associate Director for a sales Programme that has a growing headcount of over 100 employees including 90 Contact Associates, my responsibilities include meeting and surpassing both Client Balance Performance Scorecards with all related KPIs as well as ensuring that my line of business meets company targets such as Performance, Attrition and Absenteeism. With Strategic Alignment Management, Goal Setting and coaching as a daily and monthly routine, I along with my Team were able to take out Programme from a 9th to a 2nd place on our Balance Performance Scorecard and ensuring a bonus for our site closing the month at over 100% attainment for our overall KPIs. PERSONAL ATTRIBUTES: Inspirational Leader Extremely Motivated and Resilient High Integrity Individual Great time Management Skills Proactive and Practical Assertive and Confident Excellent communication skills (written/oral) Great Listener Respectful Highly Disciplined ______________________________________________________________________________ PROFESSIONAL SKILLS: Proficient in Microsoft applications-including (excel, powerpoint) Excellent Customer Service Skills Excellent Sales Leadership Background Excellent Technical Support Skills Duties and Responsibilities: CLIENT: • Preparing and delivering Client reports. • Providing feedback on performance/plans to Client. • Attending Client calls and executing tasks given. • Responding to Clients queries and providing updates. BUSINESS: • Engagement Planning and execution • Performance management • Attrition management • Absenteeism management • Billed to Pay management and reporting EMPLOYESS: • Payroll Preparation and processing • Managing attendance/attrition/performance and developing improvement plans. • Engagement driving • Coaching and development • Operations Manager and Team Leader hiring • Creating incentives and other performance drivers • Budget management/expenditure • Performance Success Planning • Recognition/rewarding of staff • Delegating of tasks to direct reports EDUCATION: Wilmot’s Academy- 5-CXC SUBJECTS Jonathan Grant High School- 3- CXC SUBJECTS WORK HISTORY: VXI Jamaica Limited. • Associate Director-(October 2017-present) • Senior Operations Manager-(May 2017-October 2017) • Operations Manager-(September 2016-May 2017) DUTIES: Associate Director -Dept. Monthly Calendar of Engagement Activities Preparation. -Absenteeism control and reporting. -Attrition control and reporting. -Billed to Pay or aux code management and reporting. -KPI Performance management, improvement, tracking and reporting -Outlier Management. -Promotions and structure alignment -Overall performance reporting for LOB. -Coaching spot check and confirmation -OM Coaching and Development -OM Accountability Sessions -NPS Scrubbing -Data Driven Decision Making -Action Plan Creation and execution -Weekly/Monthly/Quarterly Business Review w/Clients -Meeting Staffing Timelines and liaison with WFM -Quality Control and calibration Ibex Jamaica Limited. • Senior Team Manager (April 2016-May 2016) • Team Manager (November 2015-April 2016) DUTIES: Senior Team Manager -Responsible for a Cluster of 4 Tls. -Coaching and Development -Performance Tracking of cluster -Direct Feedback Model for improvement -Bi Hourly Huddle Sessions with Tls on Performance -Reporting to Client on Cluster performance Accent Marketing Jamaica Limited. • Engagement Supervisor (Oct 2012-November 2015) • Engagement Specialist (May 2010-Oct 2012) E-Services Group International Ltd (ACS XEROX). • Team Manager (August 2006-April 2009) • Trainer (June 2006-August 2006) • Mentor (April 2006-June 2006) • Listener Care Representative (Sept. 2005-April 2006) HOBBIES/INTERESTS: Reading articles highlighting current affairs. Travelling Listening to music REFERENCES: Available upon request