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Joylene Bood

@joylenebood

Customer experience and quality professional at Voyse International who developed speech analytics workflows and training programs that sustained 94%+ customer satisfaction.

Belize

Message

At Voyse International, I maintained LiveVox and Speech IQ workflows, audited communication records, and developed scorecards to track compliance and identify process gaps. I also created SOPs, training logs, and reports for cross-functional teams.

Across my customer experience and training work, I developed QA-, CSAT-, and PCS-driven initiatives, including the “Best in Call” recognition program, and built internal and client-facing CX training programs. My customer-focused call-handling strategies sustained customer satisfaction at 94%+.

Experience

Work history, roles, and key accomplishments

Senior Manager, CX Strategy

Voyse International

Aug 2025 - Aug 2026 (1 year)

• Analyzed QA, CSAT, and performance data to identify trends and gaps.
• Developed evaluation frameworks, scorecards, SOPs, and training programs.
• Reviewed customer interactions to determine coaching priorities.
• Translated quantitative and qualitative findings into written leadership recommendations.

Data Entry Data Auditing Record keeping SOP Development Calendar Management Project Execution

Sr Man. Quality & Speech Analytics

Voyse International

May 2020 - Jul 2025 (5 years 2 months)

• Oversaw QA and speech analytics programs to evaluate customer interactions at scale.
• Used LiveVox telephony and Speech IQ to analyze call data and behavioral trends.
• Developed scorecards and measurement frameworks aligned with business KPIs.
• Extracted data to identify outliers and process improvements.

LiveVox Speech IQ Database Management Scorecard Development Pattern analysis Report Generation

Senior Manager, Training

Voyse International

Jan 2015 - May 2020 (5 years 4 months)

• Built and delivered structured training programs focused on compliance and CX.
• Evaluated employee performance against standards to provide evidence-based feedback.
• Analyzed operational logs to identify learning gaps and interventions.
• Utilized TRAN System and LiveVox to design technical training.

Workflow Coordination Loan Management System LiveVox Record Maintenance Material Preparation Timeline management

Customer Experience Manager / Assistant Manager / Assistant Service Manager

Unicomer Belize Ltd.

Mar 2004 - Jan 2015 (10 years 10 months)

Managed multi-location retail and service branch support operations, including administrative task allocation and service delivery schedules. Oversaw service agreements, customer satisfaction tracking, and compliance logs.

Office Administration Records Management Scheduling Workflows Client Correspondence Process Compliance

Customer Service / Operations Support

Belize Telecommunications Ltd.

Mar 1998 - Jun 2002 (4 years 3 months)

Supported daily office operations including accounts receivable data entry, dividend tracking ledger updates, and general service delivery records.

Data Entry Accounts Receivable Ledger Management Service Delivery

Co-Owner / Event Planner

By Kin

Plans and coordinates events from client requirements through execution, including décor, timelines, vendors, and logistics. Manages multiple priorities while maintaining attention to detail and service quality.

Event Planning Logistics Management Vendor coordination Task Prioritization