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Giovanio Cummings

@giovaniocummings

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Senior operations leader specializing in scaling global teams, crisis response, and performance turnarounds.

Jamaica

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What I'm looking for

I seek a senior remote leadership role where I can scale teams, lead crisis and continuity efforts, and drive sustainable performance improvements.

I am an award-winning operations leader with 9+ years of experience driving performance excellence across global BPO environments, currently overseeing distributed teams of 360+ FTEs. I lead with data-driven strategy, developing leaders and creating sustainable performance cultures.

As Account Manager I launched and scaled a new line of business to the #1 global ranking and exceeded 100% attainment on revenue, quality, shrinkage, and attrition KPIs. I transformed underperforming operations into sustained excellence—achieving 24 months of 100%+ CSAT and reducing attrition below 3%.

During the pandemic I led a 200+ person transition to work-from-home, coordinating IT, logistics, and procurement with zero service disruption and authoring global redeployment playbooks. I delivered rapid performance recovery interventions that lifted teams from bottom-quintile performance to consistent overachievement.

I combine process-improvement (Six Sigma) and data analytics with hands-on leadership development to drive measurable business impact, and I am seeking a senior remote leadership role focused on scaling teams, crisis management, and sustainable performance optimization.

Experience

Work history, roles, and key accomplishments

Current

Senior Operations Leader

Current

Sutherland Global Services

Jun 2016 - Present (9 years 8 months)

Lead global service delivery for retail and travel accounts, managing 360+ FTEs and achieving 100%+ attainment across revenue, quality, and retention; launched and scaled a new LOB to #1 global ranking and drove sustained CSAT >100% for 24 months.

P&L management Crisis Management Six Sigma

Acting Senior Team Manager

Sutherland Global Services

Sep 2020 - May 2021 (8 months)

Led transition of 200+ personnel to work-from-home during the pandemic, coordinating IT/logistics with zero service disruption and delivering a global redeployment playbook that standardized troubleshooting and reduced training latency by 33%.

Business Continuity Process Improvement Playbook Development Performance Recovery

Team Manager, Retail Operations

Sutherland Global Services

Jun 2016 - Sep 2020 (4 years 3 months)

Managed high-volume retail operations team from 2016–2020, reversing failing CSAT to top network ranking and consistently exceeding client KPIs through coaching, QA, and performance analytics.

Team Management Quality Assurance Coaching Performance Analytics Compliance Process Optimization KPIs

Data Operations Lead

Electoral Office of Jamaica

Jan 2012 - Dec 2013 (1 year 11 months)

Supervised election-day operations and electoral data processing, ensuring accuracy, compliance, and audit-ready governance under strict security protocols.

Data Governance Electoral Operations Compliance Data Security Quality Control Team Supervision

Data Operations Specialist

Statistical Institute of Jamaica

Jan 2011 - Dec 2012 (1 year 11 months)

Conducted field data collection and large-scale census data entry with focus on accuracy, compliance, and audit-ready process governance for national statistical operations.

Field Data Collection Census Operations Data Entry Quality Assurance Compliance

Operational Consultant

Gifts Flowers and Plants

Engineered digital infrastructure for route optimization and scheduling that reduced delivery fulfillment time by 60% and enabled scalable e-commerce operations through cost-calculation and dynamic scheduling tools.

Process Automation Algorithm Design Procurement Scheduling Performance Metrics Digital Transformation

Education

Degrees, certifications, and relevant coursework

Google Project Management Professional

Certification, Project Management

Expected completion of Google Project Management Professional certification in March 2025.

University of the West Indies

Political Science & Literature

2011 - 2015

Completed coursework in Political Science and Literature with applied focus on systems thinking, organizational analysis, and strategic communication; degree program not completed.