MARCEL TAYLOR
Surrey,BC
Summary
Results-driven and versatile business management professional with a BSc in Management Studies and over 15 years of experience in Business Process Outsourcing (BPO), Contact Center Management, and Business Development. Certified Master Coach, Recruiter, Trainer, and Systems Administrator, dedicated to upholding the vision and fundamental values of the company. Seeking a challenging position as an Operations Manager or Corporate Operations Manager, leveraging expertise in overseeing diverse operational functions, including Office Admin, Billing, Service, Warehouse/Shop, Reception, IT, and Dispatch. Committed to driving financial management strategies to optimize profitability and achieve organizational success.
Overview
10
10
years of professional experience
Work History
Customer Relations Associate
HGS Canada
09.2019 - 04.2023
- Achieved and maintained an average 85% customer satisfaction rating and delivered exceptional customer service to every customer by leveraging extensive product knowledge to create welcoming, positive experiences.
- Established a95% resolution rate reducing call-back and resolution time needed to address customer concerns.
- Co-trainer and Subject matter Expert for new Hires - Coached, monitored, and mentored new consultants in new-hire induction training.
Operations Manager
Sutherland Global Services (Microsoft)
01.2017 - 01.2019
- 20% reduction in operational cost through direct and optimized operational functions, including Office Admin, Billing, Service, Warehouse, Reception, IT, and Dispatch, across multiple locations.
- Implemented cross-training programs, improving team efficiency and achieving a 15% reduction in response time and improved efficiency.
- Evaluated employee performance bi-annually, coached and trained 15 team members, increasing quality of work and employee motivation
- Spearheaded strategic initiatives to optimize productivity, and enhance customer satisfaction, resulting in a 15% improvement in customer satisfaction scores.
- Implemented budgeting and financial management strategies, forecasting, cost analysis, and budget allocation to improve financial performance.
- Leveraged educational qualifications in financial management to make data-driven decisions, maximize profitability, and mitigate financial risks.
- Implemented key performance indicators (KPIs) to track operational performance and conducted regular performance reviews to ensure targets were met or exceeded.
- Fostered a culture of continuous improvement, promoting employee engagement and implementing training programs to enhance skills and knowledge of high-performance
Team Manager
Sutherland Global Services
01.2014 - 01.2017
- Led a high-performing team of twenty-five employees, fostering a positive work environment and promoting collaboration and engagement.
- Developed and implemented strategies to optimize business processes, resulting in improved productivity and cost savings.
- Conducted regular performance evaluations, providing feedback and coaching to team members to enhance their skills and professional development.
- Collaborated with cross-functional teams to identify and address operational challenges, ensuring seamless workflow and effective communication.
- Monitored and analyzed key performance metrics, identifying areas for improvement and implementing corrective measures to achieve targets.
- Implemented training and development programs to enhance team members' skills and knowledge, resulting in increased efficiency and customer satisfaction.
- Fostered a culture of continuous improvement, encouraging innovation and creativity among team members.
Business Development Officer
Access Financial Service
01.2013 - 01.2014
- Identified and pursued new business opportunities, resulting in significant revenue growth and a 30% increased client base.
- Developed strong relationships with 15 government agencies with key clients, understanding their loan needs averaging 85% of the monthly sales target.
- Collaborated with internal teams to develop comprehensive proposals and presentations, showcasing the company's capabilities and value proposition.
- Negotiated loan contracts and pricing agreements, ensuring mutually beneficial terms and favorable business outcomes.
- Performed client research and identified opportunities for growth, account penetration, and market expansion
Education
Bachelor of Science - Business Management Studies (BMS)
The University of The West Indies
Jamaica07.2011
Skills
- Strategic Planning
- Financial Management
- Leadership and Team Building
- Systems Administration
- Occupational Health and Safety
- Budgeting and Variance Analysis
- Problem-Solving and Conflict Resolution
- Customer Service Excellence
- Employee Development and Training
- Recruitment and Selection
- Communication and Collaboration
- Time Management and Prioritization
- Service standard compliance
Timeline
Customer Relations Associate
HGS Canada
09.2019 - 04.2023
Operations Manager
Sutherland Global Services (Microsoft)
01.2017 - 01.2019
Team Manager
Sutherland Global Services
01.2014 - 01.2017
Business Development Officer
Access Financial Service
01.2013 - 01.2014
Bachelor of Science - Business Management Studies (BMS)
The University of The West Indies
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