Olivia Grimes
Operations Manager
Georgetown,Guyana
Summary
Dynamic professional with a proven track record at Teleperformance, adapt in leveraging expertise in Microsoft Excel and team building to enhance operational efficiency and client satisfaction. Excelled in optimizing workforce management and streamlining account processes, significantly boosting productivity and customer loyalty. Renowned for exceptional problem-solving abilities and a commitment to excellence.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Assistant Account Manager
Teleperformance GY
Georgetown, Demerara-Mahaica Region 4
04.2023 - 11.2024
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Developed customized solutions for clients by thoroughly understanding their unique needs and priorities.
- Managed client relationships, resulting in increased retention and loyalty.
- Provided exceptional customer service through regular communication with clients regarding their account status.
- Organized joint sales calls with current customers and outside vendors.
- Supported senior account managers in developing long-term strategies aimed at growing existing client portfolios.
- Streamlined account management processes for improved efficiency and productivity.
- Met with average of 4 clients per week consistently, resulting in 100% client retention rate.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Resolved complex billing issues, improving customer satisfaction levels while maintaining company revenue streams.
Junior Workforce Analyst
Teleperformance
02.2022 - 04.2023
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
WFM Analyst
Teleperformance
Georgetown, Demerara-Mahaica Region
07.2019 - 02.2022
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Streamlined WFM processes for enhanced efficiency and productivity across the organization.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.
- Drove continuous improvement efforts within the WFM team, identifying opportunities for process enhancements and implementing best practices.
- Implemented innovative scheduling techniques to maximize staff utilization while minimizing operational costs.
- Coordinated with IT and Telecom departments to troubleshoot and resolve any technical issues impacting workforce management systems or tools.
- Assisted in the development of annual budgets by providing detailed workforce projections based on historical trend analyses.
- Actively sought feedback from employees and managers, utilizing insights to refine WFM strategies and enhance overall employee satisfaction.
Account Clerk
Bettencourt's Diner
Georgetown, Demerara-Mahaica Region
05.2014 - 07.2015
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Assist with the planning, organizing and daily flow of the restaurant.
- Implemented innovative filing systems that significantly improved document retrieval time and efficiency.
- Created and distributed invoices and processed incoming payments to keep records accurate and current.
- Provided clerical support to department, such as filing, copying and restocking supplies.
- Provided back-up support for payroll processing, ensuring timely disbursement of employee wages while maintaining compliance with tax regulations.
- Maintained accurate financial records through diligent reconciliation of accounts receivable and payable transactions on a weekly basis.
Account Clerk
Hot & Spicy Creole Corner
Georgetown, Demerara-Mahaica Region
01.2013 - 12.2013
- Created and distributed invoices and processed incoming payments to keep records accurate and current.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Assisted with the managing of staff day-day activities
- Implemented innovative filing systems that significantly improved document retrieval time and efficiency.
- Reconciled system accounts against bank statements.
Education
Certificate - Logistics And Supply Chain Management
School of The Nations University
Guyana 11.2024 - 12.2024
Certificate - Project Management
Coursera
Guyana 10.2024 - 11.2024
A+ - Workforce Management
Compia
Guyana 04.2022 - 04.2022
Certificate - Customs
Customs Clearance
Guyana 05.2021 - 06.2021
High School Diploma -
Government Technical Institute
Guyana 08.2011 - 06.2013
GED -
Business School
Guyana 04.2010 - 04.2010
Skills
Timeline
Certificate - Logistics And Supply Chain Management
School of The Nations University
11.2024 - 12.2024
Certificate - Project Management
Coursera
10.2024 - 11.2024
Assistant Account Manager
Teleperformance GY
04.2023 - 11.2024
A+ - Workforce Management
Compia
04.2022 - 04.2022
Junior Workforce Analyst
Teleperformance
02.2022 - 04.2023
Certificate - Customs
Customs Clearance
05.2021 - 06.2021
WFM Analyst
Teleperformance
07.2019 - 02.2022
Account Clerk
Bettencourt's Diner
05.2014 - 07.2015
Account Clerk
Hot & Spicy Creole Corner
01.2013 - 12.2013
High School Diploma -
Government Technical Institute
08.2011 - 06.2013
GED -
Business School
04.2010 - 04.2010
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