COURTNEY DONOVAN WHYTE. 6 Meade Close, Merrivale Meadows, Kingston 8 Telephone: 876-828-3389/876-931-9985 – email: [email protected]

CAREER PROFILE An accomplished, highly competent professional with the expertise to lead and promote innovation, growth, teamwork, improve company efficiency, operational production and management. Expertise includes Research/Development, Client Engagement, Complaints Resolution Management, Project Management, Business Process, Partnership Development and Strategic Planning and Training.

Known within the industry for driving Customer Experience and solution and providing Customer Satisfaction through the delivery of exceptional service and prudent management of team and processes. Proven ability to manage budgets in excess of $1.5 million; align Customer Interacting strategies with corporate strategy; set business and group goals; and lead large teams to achieve project goals and exceed client and company’s expectations.

SIGNIFICANT ACCOMPLISHMENTS

 Quality Assurance Analyst Lead for the Customer Care Department of a major utility company.

 Recognized by the President and Chief Executive Office for Exceptional Customer Service

 Awarded internally for “Service Excellence” for Conviction, Dedication, Customer Service, Creativity and Motivation – November 2012.

 Led project for the planning and implementation of the Company’s annual Customer Service Seminar. Launched in October 2013

 Active member of the team that implemented policies and provided training in Culture of Service, that saw Customer Satisfaction improvement from 46% to 89%

 Member of Customer Experience team that won six (6) of nine (9) Awards for Service Excellence 2017.

 Foundation’s Corporate Award for Volunteerism 2013, 2014 & 2015

 Awarded for dedicated Service to Youth 2017

 Implemented strategies of selling an idea rather than a product that persuaded and resulted in increased profit for the company of 50% as stated by the business’ owner. (1997)

 Supported database modification that improved efficiency to align with strategic goals and operational objectives for the organization. To date, this database is currently being used by the organization. (1999 to 2010)

 Led team in Customer Complaints Resolution from 2013 to present

 Speaker at Sagicor Bank’s Sovereign Centre Change Management Exercise 2015

AREAS OF EXPERTISE
Complaints Management

 Analyzed the company’s complaints management strategies and assisted in re-aligning them to achieve best result.

 Provide supervisory oversight to the Customer Experience complaints team

 Daily consultation with Regulators to improve reduce customer complaints

 Reduced complaints from regulators by 67% and increased resolution rate from 44% to 86%.

 Conflict Resolution  Root Cause Analysis of customer complaints  Experienced in developing and maintaining relationship with Clients/Stakeholders

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 High level of written English and oral communications skills, with proven ability to communicate with internal and external stakeholders

Project Management and Development

 Lead the project Planning and implementation of Jamaica Public Service’s Customer Service Leadership Retreat.

 Project Lead for JPS’ Annual Customer Service Week Activities, with a budget of $1.5M

 Lead for company’s Reward and Recognition program for all Customer interacting team inclusive of third party contractors.

Personal Development

 Successfully led project that saw 85% of frontline staff trained in Customer service that saw an improvement in our customer satisfaction ranking.

 Design training manual for some of the organisation development courses.

 Coordinate and trained in the company’s learning and development.

 Assist with drafting and implementation of new policies.

EMPLOYMENT

JAMAICA PUBLIC SERVICE COMPANY LTD, KINGSTON, JAMAICA 2010 – Present QUALITY ANALYST/STAKEHOLDER RELATIONSHIP COORDINATOR

Major Duties

 Developed Quality Monitoring Scorecard for Contracts team for the company

 Plan and implement JPS’ Customer Service Seminar, Launched 2013

 Top complaints resolution personnel since 2013

 Conduct root cause analysis of problems experienced by organization

 Coach & Mentor Customer Relations Representatives

 Training & Development for Customer Services, Operation & Field Service Personnel

 Train & Evaluate Business Process Outsourcers Leadership team

 Design & Implement Customer Impacting Initiative for Company

 Provide reports on performance of Customer Service Teams

 Evaluate Mystery Shopping Reports

 Maintain relationships with some of the company’s Key Business Influencers (KBI)

SWALLOWFIELD CHAPEL, KINGSTON, JAMAICA

DATA INFORMATION OFFICER 1998 – 2010

 Provided Counselling Support to members

 Conducted Adult Training

 Drafted Standard Operating Procedure (SOP) for Follow up program

 Instructor and member of Curriculum development team for Adult Christian Development

 Financial Assistance Administrator

 Liaison personnel between church office and various Stakeholders

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EMPLOYMENT
PAULA SKIN’S & MORE, ST. ANDREW, JAMAICA 1997 – 1998 SALES SUPERVISOR

 Supervise daily Sales Operation of the company and provided support to sales team.

MAYFAIR HOTEL NIGHT MANAGER 1996 – 1997

EDUCATION
University of West Indies, JAMAICA, Master’s in Business Administration (Pending) 2019

Northern Caribbean University, JAMAICA, Bachelor in Science, Guidance Counselling/Education 2009

St. Andrew Technical High School, JAMAICA, 1988

Calabar All Age & Junior High, JAMAICA 1985

 EXTRA-CURRICULAR ACTIVITIES

 Male Mentor-ship

 Active Member of Swallowfield Chapel

 Member of JPS’ Volunteers (VOLTS) program

 Event Speaker

 Volunteer