Gym
Darren James
LP 68 Malabar Extension
Summary
Enthusiastic, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of task and Motivated to learn, grow and excel in any organization.
Overview
6
6
years of professional experience
10
10
years of post-secondary education
Work History
Operations Support Manager
Dubuy Duty Free
03.2025 - Current
- Enhanced team productivity by providing ongoing training and development opportunities.
- Maintained a safe working environment by implementing safety protocols and adhering to regulatory compliance requirements at all times.
- Spearheaded the introduction of new technology solutions, automating manual tasks for faster turnaround times in key processes.
- Collaborated with other departments to streamline inter-departmental communication and workflows for increased efficiency.
- Warehouse management
Operations Manager
Teleperformance Trinidad And Tobago
11.2023 - 03.2025
- Responsible for work environment, client satisfaction and profitability of a program by being the leader of the line of business unit integrated by Supervisors and agents
- Manages and develops a team of assigned Supervisors to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support, and education.
- Improve operational quality from 65% to 90% within 3 months in all 4 LOBs
- Improve absenteeism rate from 30% to 6% within 2 months
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization by using AI and building a DNA background of top performers to enhance recruitment selection processes.
Financial Services Operations Supervisor
iQor Trinidad
11.2021 - 11.2023
- Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes). - Drives continuous improvement through trend reporting analysis and metrics management
- Offers new ideas and suggestions for improvement.
Identifies and implements new practices and processes that are “best in field".
Credit and Collection Agent
IQor Trinidad
09.2019 - 11.2021
- Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
- Reduced bad debt losses through proactive collection efforts and accurate account monitoring.
- Developed positive rapport with clients through professionalism and empathy, fostering long-term relationships and preventing potential legal disputes.
- Improved debtor repayment rates by negotiating payment plans and settlements effectively.
- Managed a large portfolio of accounts, prioritizing action based on risk level and potential revenue recovery.
- Assisted in training new hires, sharing knowledge on effective collection techniques and compliance requirements.
Security Agent
Caribbean Airlines Head Office
07.2019 - 08.2019
- Provided excellent customer service while maintaining vigilance for suspicious behavior or activities within the premises.
- Addressed workplace violence incidents swiftly by de-escalating situations and coordinating with appropriate authorities when required.
- Maintained confidentiality while handling sensitive information related to client assets or personnel information.
Education
ABE Level 5 - Business Administration And Management
Sital College
Trincity 01.2022 - Current
A Levels(CAPE) - Business
Arima North Secondary School
Arima, ARI 09.2017 - 07.2019
O Levels (CSEC) - Business
Arima North Secondary School
Arima, ARI 11.2012 - 07.2017
Skills
Performance management
Accomplishments
- Presented with Entrepreneurship award from Arima North Secondary School.
References
- Mr. Roger Swan
Vice Principal (Ag)
Arima North Secondary School
Contact Number (1868) 757- 8634
- Mr. Michael Malco
Senior Operations Manager
iQor Trinidad
Contact Number: (1868) 327-6233
- Christopher Batson
Second Lieutenant
Trinidad and Tobago Cadet Force
Contact Number: (1868) 727-4739
Interests
Hiking
Video games
Music
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveStock Options / Equity / Profit Sharing4-day work weekTimeline
Operations Support Manager
Dubuy Duty Free
03.2025 - Current
Operations Manager
Teleperformance Trinidad And Tobago
11.2023 - 03.2025
ABE Level 5 - Business Administration And Management
Sital College
01.2022 - Current
Financial Services Operations Supervisor
iQor Trinidad
11.2021 - 11.2023
Credit and Collection Agent
IQor Trinidad
09.2019 - 11.2021
Security Agent
Caribbean Airlines Head Office
07.2019 - 08.2019
A Levels(CAPE) - Business
Arima North Secondary School
09.2017 - 07.2019
O Levels (CSEC) - Business
Arima North Secondary School
11.2012 - 07.2017
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