Kevaughn Demar Elliott
522 Port Bello Drive, Porto Bello Heights, Montego Bay, St. James |- |- Summary
Experienced Operations Leader with a demonstrated history of working in the telecoms and Hospitality industry. Skilled in Contact Centers, Management, Customer Service, Sales & Marketing, Graphic Design and Marketing Strategy. Facilitator and builder of world-class technology management and product development teams, with specialty in both start-up and scaled growth stages.
Demonstrated Achievements
Executed several initiatives and educational campaigns to improve the center’s KPI metric including FCR, AHT, SLA & Customer Satisfaction.
Hired, Recruited & Trained talent to achieve world class standards.
Completed Weekly, Monthly and Quarterly Business Reviews with cross-cultural and cross-functional teams.
Completed Monthly, Quarterly and Annual reviews inclusive of compensation planning.
Major partner in the planning and execution of profitable Global pilot projects in Graphic design service delivery.
Created and updated policies to improve efficiency for the Global Care Design.
Created new process of storing files and documents which reduced costs associated with printing in the center.
Successfully mentored employees into desired career paths.
Recognized by organization on numerous occasions as a high-performing leader.
Recognized by VPs Global Recognition Program.
Core Competencies
Project Management
Customer Service
Business Process Improvement
Retention
Leadership & Team Building
Marketing Strategy
Recruiting
Public Relations
Employee Engagement
Change Management
Budget Management
Compensation Planning
Management Experience
Vistaprint | Montego Bay, JA2016 – 2023
MG1, Graphic Design Operation/Design Quality control
Leadership/Team Management:
Motivate and coaches Design Consultants/Design Artists & Quality Analysts to achieve and maintain KPI targets high quality graphic designs and behaviors through continuous monitoring, assessment and feedback.
Complete payroll accurately and on-time in accordance with company and country guidelines.
Create & maintains complete documentation of performance improvement conversations and actions.
Consistently and effectively reports on individuals’ challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs, Attendance Management, Schedule Adherence).
Mentor employees along a mutually identified career path.
Delegates effectively to build talent.
Create and effectively communicate corrective plans/PIP to ensure that individuals meet objectives.
Ensure high compliance to operational processes.
Participates in cross-functional communications and meetings to support achievement of the Department/center’s goals.
Maintain relationships with partners from other locations such as Philippines, US, Canada, Germany, Tunisia & India.
Works with the management team to develop processes to respond to needs concerning customer satisfaction.
Finds creative solutions to effectively address internal and external customer queries and concerns within relevant SLA.
Manage/Improve quality process for the Global Graphic design operations.
Vistaprint | Montego Bay, JAApril 2012 – September 2016
Supervisor, Sales
Motivate and coaches Sales Associates to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment and feedback.
Complete payroll accurately and on-time in accordance with company and country guidelines.
Create & maintains complete documentation of performance improvement conversations and actions.
Consistently and effectively reports on individuals’ challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs, Attendance Management, Schedule Adherence)
Mentor employees along a mutually identified career path.
Ensure high compliance to achieve sales flow adherence.
Complete demo calls to demonstrate the “how” for sales techniques.
Create and effectively communicate corrective plans/PIP to ensure that individuals meet objectives.
Participates in cross-functional communications and meetings to support achievement of the center’s goals.
Works with the management team to develop processes to respond to needs concerning customer satisfaction.
Finds creative solutions to effectively address internal and external customer queries and concerns within relevant SLA.
Sales & Service Experience
Vistaprint | Montego Bay, JASeptember 2009 – April 2012
Sale and Service Rep, Website Department
Manage large amounts of incoming phone calls and emails.
Ability to switch priorities by completing email requests in low phone volumes.
Display knowledge of Website Design, Email Marketing, SEO and Domain names.
Use internal care tools to provide high level of service to customers.
Meet sales, conversion and retention targets.
Display the ability to handle customer complaints and provide a resolution to customer pain points.
Follow communication procedures, guidelines and policies.
Handle cancellation calls and successfully provide options to prevent customers from cancelling.
Hotel RIU | Montego Bay, JAMarch – November 2009
Night Auditor, Front Desk Operations
Manage online, phone and in-person room reservations.
Welcome guests, check them in, distribute room keys and explain the hotel’s amenities.
Handle credit card payment processing.
Respond to guests’ issues and complaints in a friendly, timely manner.
Explain local amenities and attractions to guests.
Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs.
Co-ordinate with security and maintenance departments to effect repairs and ensure safety protocols are adhered to.
Audit the days financial transactions and provide daily reports for the head of each department.
NARS | Montego Bay, JAAugust 2006 – October 2008
Customer Service, Sprint Finance Department
Manage large amounts of incoming phone calls.
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customers.
Provide accurate, valid and complete information by using the right methods/tools.
Meet personal/customer service team sales targets and call handling quotas.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents.
Follow communication procedures, guidelines and policies.
Education
European Business School of Barcelona (ENEB) Master of Business Administration 2023 (pending)
COPC Management Trainer Series Silver, 2019
Lean Six Sigma - White Belt, Acuity Institute, 2018
Certificate of Graduation, Cornwall College, Jamaica 2004
CSEC (2004) Passes in English A, Mathematics, Biology, History, English B, Physics
GCE (2004) Economics
