Open to opportunities

Ashley Bernard

@ashleybernard

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Results-driven professional with extensive experience in operations management.

Jamaica

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What I'm looking for

I am looking for a role that allows me to lead teams, drive operational excellence, and foster a positive work environment while contributing to the company's success.

I am a results-driven and solution-oriented professional with over 9 years of extensive experience in customer service, service delivery, and operations management within dynamic contact center environments. My proven track record in fostering strong client relationships and ensuring customer satisfaction is achieved through strategic planning and the implementation of customer service initiatives.

In my current role as a Team Manager at IBEX Global, I lead a team of 14-17 agents, focusing on key performance indicators and ensuring that our targets are met through regular coaching and development. I am adept at analyzing data and preparing reports using Microsoft Office and Power BI, which facilitates informed decision-making and drives continuous improvement within the team.

My previous experience as an Associate Manager at Sutherland Global Service allowed me to hone my skills in team leadership and client management. I am passionate about developing my team and fostering collaborative relationships across departments to ensure operational excellence and long-term business success.

Experience

Work history, roles, and key accomplishments

Current

Team Manager

Current

IBEX Global

Oct 2023 - Present (1 year 7 months)

As a Team Manager at IBEX Global, I lead a team of 14-17 agents, focusing on performance improvement and customer satisfaction. I analyze key metrics, coach team members, and ensure adherence to KPIs. My role involves fostering cross-functional relationships and facilitating training sessions to align with organizational goals.

Team Leadership Microsoft Office Power BI Customer Service Coaching Data Analysis Strategic Planning Operations Management Communication

Associate Manager – Account Management

Sutherland Global Service

Nov 2019 - Oct 2023 (3 years 11 months)

In my role as Associate Manager at Sutherland Global Service, I managed a team of 18-22 agents, focusing on client relationship management and performance metrics. I prepared reports, conducted coaching sessions, and collaborated with cross-functional teams to enhance service delivery and operational success.

Client Relationship Management Reporting Performance Communication Cross Functional Collaboration Training Customer Satisfaction Operations Management

Senior Customer Service Advisor

Concentrix Services Jamaica Limited

Jan 2019 - Jul 2019 (6 months)

As a Senior Customer Service Advisor at Concentrix, I assisted customers with Microsoft Office/Office 365 subscriptions, addressing technical and billing issues. I provided guidance through interactive sessions to enhance customer experience and satisfaction.