Yoni Melisa Doyley

Yoni-Melisa Doyley Address: 104 Edgemont Pl NW, Calgary Alberta, Canada. Email:-Contact: - OBJECTIVES PROFESSIONAL EXPERIENCE As a detail-oriented, passionate, and diligent individual with over 10 years of experience in the BPO industry, performing production management, KPI maintenance, and workforce management tasks for sites like IBEX Global, VXI and Conduent in Jamaica. I have acquired the ability to execute excellent organizational/ time management skills, analyze data, risk assessment, and reporting. My main objective is to display outstanding performance and translate my technical and professional expertise in order to learn and excel in your company. EDUCATION / CERTIFICATIONS  Associate of Science: Humanities and Education - Caribbean Advance Proficiency Examination (CAPE) Excelsior Community College,-  Certifications (SafeCheck, Vecova, Open Future Learning and CASS) Advance Food Safety, Violence in the workplace, WHMIS 2015 with GHS, Fire and Fire extinguisher safety. Medication administration and Level C CPR and AED certified. Abuse prevention, Challenging behavior part 1, and Health and safety certified. Abuse awareness and Challenging behavior part 2 trained.  High School Diploma: Caribbean Examination Council Excelsior High School,- PROFESSIONAL EXPERIENCE Virtual Executive Assistant and Freelancer December 2020 – Present    Operate the inbox and calendar completely Update and organize the CRMs Personal Task Assistance       Customer Service, Marketing and appointment setting Recruiting and retention Pre and post-session work, preparing for meetings/talks/workshops based on business needs. This includes but is not limited to compiling and preparing documents or email invites to prospects and clients. Reporting on sessions in CRM and updating trackers, scorecards, and forecasting for the Fiscal year. Maintaining a weekly and monthly scorecard Maintaining quarterly business priorities Operations Team Manager VXI, Jamaica AT&T/DIRECTV | July 2018 - October 2020           Worked closely with team managers and agents to ensure highest productivity is maintained. Developing managers’ skills on coaching, leadership qualities and performance. Responsible for ensuring each team met the KPI goals and requirements needed for line of business and incentives. Tasked with communicating all tips to entire call floor to get them equipped with knowledge on products and services rendered by client. Edits or adjusts productive/payable hours for a payout as needed. Investigate paycheck disputes, and calculate final paycheck hours whilst informing supervisors and managers of necessary adjustments. Prepare reports and keep records of attendance tracking and PTO hours for employees. Conducting training for management personnel on new system changes and usage. Preparing reports showcasing performance trends, areas of improvements and solutions where necessary. Meetings with clients and department heads to calibrate monthly goal settings and expectations. Team Manager IBEX Global AT&T/DIRECTV, Jamaica | December 2014 – June 2018     Worked closely with agents assigned to my team. Conducting training for management personnel on new system changes and usage. Prepare reports and keep records of attendance tracking and PTO hours for employees. Preparing reports showcasing performance trends, areas of improvements and solutions where necessary.    Developing agents’ skills on billing and upselling products to complete customers’ AT&T bundles. Responsible for ensuring my agents met the KPIs goals and requirements needed according to production. Tasked with coaching and developing agents to get them equipped with knowledge on products and services rendered by client. Subject Matter Expert Jamaica Agent Service (Alorica), AT&T | November 2010 – November 2014     Worked closely with new hires for on-the-job training. Developing agents’ skills on billing and upselling products to complete customers’ AT&T bundles. Responsible for ensuring my agents met the KPIs goals and requirements needed to transition to production. Tasked with coaching and developing agents to get them equipped with knowledge on products and services rendered by client. STRENGTHS & COMPETENCIES         Detailed & Goal Oriented Organizational and time management Project timeline compliance Excellent communication skills Real-time data transcription Excellent record keeping Document preparation management Excellent email etiquette SOFTWARE & PLATFORMS        Microsoft Office Suite, Microsoft Teams & Microsoft One Note Zoho, Slack and Flock Various Call Tools Canva Chat GPT Google Workspace CRM Management