Priscilla-Sharleen Oyas
Customer Service And Operations Team Lead
Sheffield
Summary
Versatile Operations professional successful at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Detail-oriented team player with strong organizational skills and customer-led approach. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Customer Service and Operations Team Lead
Corpay Solutions
02.2023 - Current
- Streamline workflow processes, and implement agile working patterns in Operations team, resulting in improved overall team performance, doubled CES
- Expertise in Zingtree Architecture and business process reengineering led to 9% cost reduction in 4 months
- Maintain high levels of employee morale through effective communication, recognition, and coaching initiatives.
- Champion continuous improvement initiatives within the team such as mentoring and cross-department training, promoting a culture of innovation and excellence in operations
- Work closely with Account Managers, Product and Engineering teams to develop and deploy product features that will ensure the team can scale in line with our projected business growth
- Mapped, built and currently maintain Zingtree self-service platform for over 12,000 end users - this consistently maintains a 90% deflection rate
- Lead a team of 7 professionals to achieve project goals on time and key performance targets
- Implemented granular KPI reporting to improve business visibility and streamline quarterly action plans
- Devised and implemented iterative team engagement plans to consistently reduce absence and attrition from 20% to below 5%
- Key stakeholder within Corpay and Allstar Business Solutions; leading and contributing to key sessions with senior colleagues to address business critical events and roadmap planning sessions
- Responsible for recruiting and training of new employees online and in-person
- Develop and maintain key external relationships with data providers, customers and energy suppliers
Customer Service and Operations Executive
Corpay Solutions
06.2022 - 02.2023
- Developed and maintained positive relationships with all internal and external colleagues, data providers and customers to ensure delivery of customer excellence whilst adhering to service level agreements.
- Manage all requests and queries, providing solutions and advice within the agreed service levels to ensure first class delivery as well as liaising with other areas of the business to fulfill customer requirements.
- Consistently achieved the highest performance KPIs within the team
- Led research projects on the energy industry in the UK and Northern Ireland which led to development of business products that expanded our customer based by 26%
- Managed escalations in a timely/prioritized manner and escalated with senior team members as appropriate.
- Handled all queries, whether telephone or email-based enquiries within established best practice and department procedures, to the satisfaction of both the customer and the business.
- Actively identified opportunities to improve service levels and propose solutions to enhance process efficiencies.
- Contributed to service delivery levels by providing guidance to others and informing the decision-making processes wherever possible.
Research Associate
CENTRIORG
4 2020 - 05.2022
- Researched health and disease prevention infrastructures and models: consequently produced literature reviews for corporate proposals to revamp national health services in two West African countries
- Write research reviews, reports, proposals and summaries regarding COVID19 organizational restructuring projects.
- Gather and organize public health information for research purposes.
- Worked with INOLAN to identify, evaluate, outsource, and recruit nurses from Kenya to England, including but not limited to all interview and selection processes.
- Produce support materials and practical handbooks for nurses transitioning from Kenya to UK
- Research various subjects related to projects and present information to appropriate stakeholders.
- Maintain client relationships; organize and facilitate client presentations, workshops and meetings
- Gather, arrange and correct research data to create representative graphs and charts highlighting results for presentations.
Senior Operations Team Leader
Adie's Garden Suites
09.2019 - 04.2020
- Devised strategies to boost guest reservations and drive referrals due to excellent service resulting in new customer relationships.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Created novel customer base for the premises within the mainstream Kenyan media market that increased revenue in the final financial quarter of 2019 by 42%
- Performed cost-benefit analyses and monitored monthly reservation data in line with Adie's Limited KPI targets
- Established and maintained partnerships with local professionals and organizations to improve and support business operations and target achievement
- Developed restaurant and catering proposals, successfully leading to the establishment of Adie's Garden Kitchen subsidiary company:
- Collaborated with finance team to formulate weekly budgets
Education
Master of Science - Clinical Neurology
University of Sheffield
Sheffield, United Kingdom 04.2001 -
Bachelor of Science - Biomedical Sciences With Honors (2:1)
University of Sheffield
Sheffield, United Kingdom 09.2016 - 2019.07
Bachelor of Science - Biology And Chemistry (double Major)
University of Hawaii At Hilo
Hawaii, USA 08.2014 - 2015.08
Skills
Data Analysis
Business process reengineering
Stakeholder Management
Operations Management
Cost Reduction
Zingtree Architecture
Team Leadership
Cross-functional collaboration
Problem solving
Solution development
Timeline
Customer Service and Operations Team Lead
Corpay Solutions
02.2023 - Current
Customer Service and Operations Executive
Corpay Solutions
06.2022 - 02.2023
Senior Operations Team Leader
Adie's Garden Suites
09.2019 - 04.2020
Bachelor of Science - Biomedical Sciences With Honors (2:1)
University of Sheffield
09.2016 - 2019.07
Bachelor of Science - Biology And Chemistry (double Major)
University of Hawaii At Hilo
08.2014 - 2015.08
Master of Science - Clinical Neurology
University of Sheffield
04.2001 -
Research Associate
CENTRIORG
4 2020 - 05.2022
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