Tracy-Ann Morrison
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Tracy-Ann Janice Morrison LOT 277 OAKWOOD BOULEVARD, BRIDGEVIEW, PORTMORE, ST. CATHERINE Mobile Contacts: 1-876-446-7308; 1-876-440-5283 Email: [email protected] SPECIAL PROFICIENCIES Utilizes management skills as well as technical skills Possesses strong technical, communication and management skills Holds extensive experience in managing the operations of a technical service delivery team. CAREER SNAPSHOT November 2005 – Present XEROX SERVICES [Lot 9G-9L Naggo Head, Portmore, St. Catherine] Strategic Business Manager (Internal Promotion: March 2014 to present) CLIENT INTERAFACE & SUPPORT DUTIES: Acts as the principal client contact. Directs and manages the daily operations of Xerox SBU team in support of client needs. Accomplishes objectives and priorities set in conjunction with Client by leading and managing staff and assuring execution of planned activities and agreed upon services to be LOT 255 MAHOE DRIVE, BRIDGEVIEW, PORTMORE, ST. CATHERINE Mobile Contacts: 1-876-446-7308, 1-876-440-5283 Email: [email protected]
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Transcript of Tracy-Ann Morrison
Tracy-Ann Janice Morrison
L O T 2 7 7 O A K W O O D B O U L E V A R D , B R I D G E V I E W , P O R T M O R E , S T . C A T H E R I N E Mobile Contacts: 1-876-446-7308; 1-876-440-5283
Email: [email protected]
SPECIAL PROFICIENCIES Utilizes management skills as well as technical skills Possesses strong technical, communication and management skills Holds extensive experience in managing the operations of a technical
service delivery team. CAREER SNAPSHOT
November 2005 – Present XEROX SERVICES [Lot 9G-9L Naggo Head, Portmore, St. Catherine]
Strategic Business Manager (Internal Promotion: March 2014 to present)
CLIENT INTERAFACE & SUPPORT DUTIES:
Acts as the principal client contact.
Directs and manages the daily operations of Xerox SBU team in support of client needs.
Accomplishes objectives and priorities set in conjunction with Client by leading and managing staff and assuring execution of planned activities and agreed upon services to be delivered.
Manages day-to-day interaction with client leadership.
Communicates effectively with client to identify needs and evaluate alternative business solutions.
Continually seeks opportunities to increase client satisfaction and deepen client relationships.
Assures compliance with all client operating policies and procedures.
GENERAL DUTIES:
Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment;
L O T 2 5 5 M A H O E D R I V E , B R I D G E V I E W , P O R T M O R E , S T . C A T H E R I N E Mobile Contacts: 1-876-446-7308, 1-876-440-5283
Email: [email protected]
developing personal growth opportunities.
Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Supports client in the establishment of strategic goals and associated plans to meet them.
Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
Maintains professional and technical knowledge, keeping abreast of current trends.
Contributes to team effort by accomplishing related results as needed.
Reviews and resolves issues affecting Company compliance, legal requirements and client objectives
All other duties as assigned
Operations Manager – Kindle Tier 2 (Internal Promotion: October 2012 to present)
Oversee 125 employees with over 10 supervisors and 10 team leads. Closely monitor service level intervals and analyze trouble ticketing
issues and forecast accordingly based on trends to boost revenues. Conduct disciplinary hearings in tandem with HR and make
recommendations based on internal policies and employee documentation.
Coach, develop and motivate support staff to meet and exceed aggregate KPI targets.
Team Manager (Internal Promotion: May 2006 to October 2012)
Managing key performance indicators, boosting morale, productivity, producing and assessing reports.
Confidently demonstrates effective communication skills on conference calls, calibration sessions, preshifts/rountables and support meetings.
Develop key action plans for continued growth.
L O T 4 1 7 8 W E S T , E P S O M , G R E A T E R P O R T M O R E , S T . C A T H E R I N E Mobile Contacts: 1-876-446-7308, 1-876-440-5283
Email: [email protected]
Training and Recruiting (July 2008 – May 2010) An active player in the recruiting and training of new hires for the
XM Satellite Radio Program.
Played an active role working with the Training and Recruitment Department to enforce the organization’s HR policies.
EDUCATION
Tertiary Qualification
2009- 2011 PORTMORE COMMUNITY COLLEGE [Waterford, Portmore, St. Catherine]
Associate of Science Degree (A.SC.) in Business Administration
Professional Certificates2011CPTC - MEDIA TECHNOLOGY INSTITUTE [37 Arnold Road, Kingston 5]
Professional Certificate in Advanced Voice and Speech taught by Paula-Anne Porter-Jones and Kalando Wilmoth
2001INFOSERV INSTITUTE OF TECHNOLOGY [12 Dominica Drive, Kingston 5]
Certified in Customer Service Level 2
REFERENCES
Available upon request
L O T 4 1 7 8 W E S T , E P S O M , G R E A T E R P O R T M O R E , S T . C A T H E R I N E Mobile Contacts: 1-876-446-7308, 1-876-440-5283
Email: [email protected]
