Yannick Gittens
Georgetown
Summary
An experienced operations professional with over 14+ years of experience in the BPO industry and a proven track record of success in managing teams, improving process efficiency, and driving results. I possess advanced problem-solving skills and a data-driven approach to decision-making, enabling me to identify issues, implement process improvements, and drive operational excellence. I am a dynamic leader who excels in challenging environments and builds strong, loyal relationships with clients and colleagues. My excellent communication, leadership, and planning abilities prepare me to bring value to the organization.
Overview
16
16
years of professional experience
Work History
Operations Director
Teleperformance
11.2021 - 08.2023
- Developed and implemented operational policies and procedures to maximize efficiency.
- Analyzed performance data to identify opportunities for improvement in operations.
- Managed daily operations of 400 - 440 team members, generating a revenue of over US $8.3 million annually, ensuring compliance with quality standards, safety regulations, and legal requirements.
- Monitored financial performance of operations and developed strategies to reduce costs and increase profit margins.
- Collaborated with other departments to ensure that all operations were running smoothly and efficiently.
- Drafted budgets for various projects related to operating activities such as capital expenditures or staffing needs.
- Developed strategic plans for expanding operations into new markets.
- Shaped strategies to drive effective execution and ongoing performance of programs throughout organization.
Contact Center Manager
Teleperformance
08.2019 - 11.2021
- Managed daily operations of the contact center, including staffing, scheduling, and customer service.
- Monitored and evaluated employee performance to ensure compliance with company standards.
- Oversaw implementation of new technologies into the contact center environment.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Determined and formulated policies, procedures and business strategies to meet growth objectives of company.
Account Manager
Teleperformance
09.2016 - 07.2019
- Developed and maintained relationships with key accounts to ensure client satisfaction.
- Negotiated contracts with clients to maximize profitability.
- Developed strategies to increase revenue from existing accounts.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Built and maintained productive relationships with client and internal partners.
Operations Supervisor
Teleperformance
10.2015 - 09.2016
- Implemented and deployed standard operating procedures to ensure efficient workflow.
- Identified areas of improvement and developed strategies to increase efficiency.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
Sales Lead Analyst
MarketOne
03.2013 - 10.2015
- Developed and maintained key performance indicators to track progress against goals.
- Analyzed customer data to identify trends and develop insights for strategic decision-making.
- Conducted market research and competitor analysis to inform business strategy.
Operations Supervisor
Clear Connect Inc
02.2011 - 01.2013
- Monitored staff performance and provided feedback for improvement.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
Customer Service Representative
Clear Connect Inc
06.2009 - 02.2011
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
Technical Support Representative
Xxtreme Support Services
10.2007 - 03.2009
- Provided technical assistance to customers through, email and chat support.
- Monitored customer feedback to ensure high levels of satisfaction.
- Troubleshot customer inquiries related to software and hardware issues.
Education
Bachelor of Science - Business And Information Technology
International University of Applied Sciences
08.2026
GED -
Jain University
04.2022
Some College (No Degree) - Six Sigma Yellow Belt Certified
.
01-2019
Diploma in Business Management
Institute of Professional Financial Managers
Royal Academy Of Career Development 09.2012
Skills
- Operations Management
- Strategic Planning
- Leadership
- Business Development
- Problem Solving
- Process Improvement
Timeline
Operations Director
Teleperformance
11.2021 - 08.2023
Contact Center Manager
Teleperformance
08.2019 - 11.2021
Account Manager
Teleperformance
09.2016 - 07.2019
Operations Supervisor
Teleperformance
10.2015 - 09.2016
Sales Lead Analyst
MarketOne
03.2013 - 10.2015
Operations Supervisor
Clear Connect Inc
02.2011 - 01.2013
Customer Service Representative
Clear Connect Inc
06.2009 - 02.2011
Technical Support Representative
Xxtreme Support Services
10.2007 - 03.2009
Bachelor of Science - Business And Information Technology
International University of Applied Sciences
GED -
Jain University
Some College (No Degree) - Six Sigma Yellow Belt Certified
.
Diploma in Business Management
Institute of Professional Financial Managers
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