Learning & Development Specialist in Customer Satisfaction | Call Centre/Outsourcing Specialist| Mentor| Keynote Speaker | Direct Marketer

Experience

  • Adjunct Lecturer, Call Centre Operations and Marketing

    at The Moneague College

    September 2015 - at Present

    Parish of Saint Ann

    Lecture on Call Centre Operation and Marketing.

  • CEO

    at Corporate Services Associates

    February 2007 - at Present

    Parish of Kingston

    For more than 10 years Lesley-Ann has been delivering exceptional customer service and teaching others to do the same. She is a Training and Contact Centre Consultant with a proven track record in implementing customer service, sales and quality assurance programmes for organizations within Jamaica, North America and Europe. Before entering the training and development industry fulltime, she wore many corporate hats, including Human Resource Executive, Customer Service Manager. Lesley-Ann and her team have successfully introduced the Call Centre Operations training programme to several tertiary level institutions, where training Lecturers and Heads of Department on the topic maintains a resounding track record for her organization. Lesley-Ann has provided training and development for organizations in sectors including banking, ICT- call centre, health care, education and manufacturing. A qualified and internationally accredited training facilitator and author.  

  • Customer Relations Manager

    at Island Net Ja.

    September 2005 - February 2007

    Parish of Saint Andrew

    Responsible for all marketing, customer service for the organization as well as training of sales and customer service agents.

  • Customer Service Representative

    at Digicel

    September 2000 - August 2005

    Parish of Saint Andrew

    Provide customer service for mobile phones.

Education

  • Diploma in Operations Management

    at ALI

    2015 - 2015 (1 year)

  • Operations Management

    at ALI U

    2014 - 2014 (1 year)

  • Diploma in Customer Service Management

    at ALIU

    2013 - 2013 (1 year)

  • Diploma in Adult Education, Teaching

    at ALI U

    2010 - 2013 (3 years)

  • Supervisory Management

    at MIND

    2004 - 2004 (1 year) Parish of Saint Andrew

  • trainer of trainers

    at HCT

    2004 - 2004 (1 year)

Services offered

  • Contact Centre and Customer Service Consulting

    Manage Call Centres
    Recruit for Contact Centres
    Evaluate organizations on customer service and quality assurance
    Mystery Shopping

  • Corporate Learning and Development

    Provide learning and development within the BPO and other sectors for
    Customer Service
    Telesales
    Collections
    Communication
    Voice and Accent Neutralization (American English)
    Workforce Management
    Sales and Marketing
    Change Management
    Training for Trainers
    Conflict Resolution
    Item Writing for Examination

  • Corporate Direct Marketing

    Plan and execute direct corporate marketing events for companies such as LIME, CISCO, ORACLE

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