Looking for a job

Stephen Fullerton

@stephenfullerton

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Award-winning Customer Service and Operations Manager driving KPI and retention success.

Jamaica

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What I'm looking for

I seek a leadership role where I can coach teams, drive KPI improvements, resolve escalations, implement process improvements, and contribute to measurable customer-retention results in a collaborative, metrics-driven environment.

I am an award-winning Customer Service and Operations Manager with over seven years of leadership experience in the BPO and hospitality sectors, known for coaching large teams to consistently exceed KPIs and improve customer satisfaction.

I have led and developed teams of 22–28+ representatives, designed escalation protocols for levels 1–4, and used data analysis and reporting to identify performance gaps and implement targeted improvements that boosted efficiency and retention.

I bring proven skills in operations oversight, compliance, training, and strategic planning, and I am motivated by building high-performing teams, resolving escalations effectively, and delivering measurable business results.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

ITEL

Jun 2023 - Present (2 years 4 months)

Lead 25+ representatives, implemented tailored performance plans that boosted efficiency and retention, and improved customer satisfaction by streamlining workflows and reporting.

Team Leadership Coaching Customer Satisfaction Process Improvement Reporting Salesforce CRM Excel

Customer Service Manager / Lead

IBEX Global

Nov 2020 - Jun 2023 (2 years 7 months)

Managed 28 team leaders, designed escalation protocols resolving level 1–4 complaints, and used analytics-driven coaching to close performance gaps, earning 12 consecutive leadership awards.

Escalation Management Team Leadership Performance Analytics Coaching Reporting Customer Retention Salesforce CRM

Customer Service Manager

Alorica

Sep 2017 - Nov 2020 (3 years 2 months)

Supervised 22+ agents, partnered with training to close knowledge gaps, and conducted data analysis to drive KPI improvements, resulting in multiple leadership awards.

Team Supervision Data Analysis KPIs Quality Improvement Coaching Customer Service Reporting & Compliance

Quality Control Specialist

Wray & Nephew Ltd.

Oct 2016 - Aug 2017 (10 months)

Monitored distillation and packaging processes to ensure compliance with quality and safety standards and maintained operational quality controls.

Quality Control Safety Compliance Documentation Reporting SOP Enforcement

Operations Manager

Continuing Room Rental Hotels

Apr 2016 - Oct 2016 (6 months)

Oversaw daily hotel bookings and operations, implemented safety and operational standards, and supervised kitchen and dining service to ensure guest satisfaction.

Staff Supervision Food Preparation Scheduling Customer Service