Lauren Rampersad
Curepe
Summary
Dedicated and focused project management specialist with several years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.
Overview
29
29
years of professional experience
Work History
PROJECT MANAGER
MINISTRY OF PUBLIC ADMINISTRATION & ARTIFICAL INTELLIGENCE
Port of Spain
10.2022 - Current
- Oversaw digitization of files while ensuring adherence to quality assurance standards.
- Trained staff on effective utilization of Property Management Information System (PMIS).
- Supervised staff and streamlined work processes for enhanced productivity.
- Prepared accurate and timely progress reports for Portfolio Manager.
- Managed data capture and digitization efforts for eHCM project, maintaining accuracy.
DIGITIZATION LEAD
MINISTRY OF PUBLIC ADMINISTRATION
Port of Spain
06.2021 - 09.2022
- Managed digitization of files while ensuring quality assurance oversight.
- Trained staff on efficient use of Property Management Information System.
- Supervised staff and streamlined work processes for optimal productivity.
- Prepared accurate progress reports for Portfolio Manager in a timely manner.
CUSTOMER SERVICE AND RETAIL CENTRE MANAGER
VALUE OPTICAL LTD
Chaguanas
07.2015 - 03.2019
- Oversaw management of 12 branches in Trinidad and Tobago through monthly visits and presentations.
- Collaborated with support departments to address escalations and enhance customer interactions.
- Conducted regular meetings to ensure alignment across branches and optimize operations.
- Monitored branch performance metrics to identify areas for improvement.
- Facilitated training sessions for branch staff on best practices in customer service.
- Implemented strategies to maintain high standards of quality in customer interactions.
- Drove initiatives to strengthen communication between branches and support teams.
- Evaluated branch compliance with operational standards during monthly reviews.
RETAIL AREA MANAGER
LINDA’S BAKERY
El Socorro
05.2015 - 07.2015
- Conducted regular visits to four stores to ensure compliance with customer service and operational standards.
- Trained and motivated staff, providing constructive guidance to enhance overall store operations.
- Challenged and encouraged team members to achieve performance goals while maintaining high service levels.
CONTACT CENTRE MANAGER
UNICOMER TRINIDAD LTD
Chaguanas
10.2013 - 02.2015
- Managed outbound projects ensuring timely delivery of surveys, including CSR Monthly Survey and Happy Calls for Service department.
- Improved processes to enhance support for departments focused on customer satisfaction.
- Coordinated with Operations and Research departments for project approval and execution.
CUSTOMER RELATIONS MANAGER
UNICOMER TRINIDAD LTD
Chaguanas
02.2011 - 10.2013
- Managed Customer Care process for escalated complaints from various sources, including government and legal entities.
- Delivered analytical reports identifying trends in customer service attributes across branches, distribution, after-sales, credit, and head office.
SUPPORT MANAGER
DIGICEL TRINIDAD & TOBAGO LIMITED
10.2008 - 01.2011
- Resolved TATT, Front Office, and Call Centre escalations through compromise and win-backs, preserving organizational integrity.
- Coordinated staff recognition and reward programs to drive high performance and innovation.
TEAM LEADER
DIGICEL TRINIDAD & TOBAGO LIMITED
10.2005 - 10.2008
- Monitored and coached team members to uphold call center quality standards.
- Fostered team spirit and morale through collaborative initiatives.
- Built relationships with support departments to facilitate resolution of customer and team inquiries.
ASSISTANT FOREX AND FUNDING OFFICER /NEW BUSINESS CLERK
ANSA MERCHANT BANK LTD
Port of Spain
09.2001 - 09.2005
- Renewed Fixed Deposit Certificates efficiently and accurately.
- Verified daily reconciliation of loan master file with loan management system.
SENIOR TELLER
SCOTIABANK TRINIDAD AND TOBAGO LIMITED
11.1996 - 09.2001
- Coordinated cash, drafts, and banking documents while maintaining compliance with banking procedures and protocols.
Education
MSc. - Strategic Leadership and Management
University of the West Indies
St. Augustine01.2012
BSc. - Management Studies 2nd Class Honors
University of the West Indies
St. Augustine01.2007
Skills
- Customer service management
- Effective communication
- Leadership skills
- Problem-solving abilities
- Team building
- Conflict resolution
- Process improvement
- Performance management
- Reporting
Accomplishments
- Implemented and successfully maintained Value Optical Net promoter 77% and Customer Service 83%.
- Implemented Customer Feedback cards program.
- Successful rollout of Unicomer Contact Centre and structured processes that aided in timelier resolutions.
- Worked on staff recognition programs that sustained/improved staff performance.
- Successfully completed the digitization and training of PRESD (Property Real Estate Services Division) Ministry of Public Administration.
References
- Mrs. Wynthia Franco, Customer Service Manager at Toyota, 683-4960
- Mrs. Michelle Carrington, Portfolio Manager – Data Migration – Ministry of Public Administration and Artificial Intelligence, 681-0362
- Mr. Chevon Brathwaite, Snr. Operations Manager at Iqor, 384-9891
- Mrs. Angela Hosein, HR & Benefits Manager Value Optical, 365-0004
Timeline
PROJECT MANAGER
MINISTRY OF PUBLIC ADMINISTRATION & ARTIFICAL INTELLIGENCE
10.2022 - Current
DIGITIZATION LEAD
MINISTRY OF PUBLIC ADMINISTRATION
06.2021 - 09.2022
CUSTOMER SERVICE AND RETAIL CENTRE MANAGER
VALUE OPTICAL LTD
07.2015 - 03.2019
RETAIL AREA MANAGER
LINDA’S BAKERY
05.2015 - 07.2015
CONTACT CENTRE MANAGER
UNICOMER TRINIDAD LTD
10.2013 - 02.2015
CUSTOMER RELATIONS MANAGER
UNICOMER TRINIDAD LTD
02.2011 - 10.2013
SUPPORT MANAGER
DIGICEL TRINIDAD & TOBAGO LIMITED
10.2008 - 01.2011
TEAM LEADER
DIGICEL TRINIDAD & TOBAGO LIMITED
10.2005 - 10.2008
ASSISTANT FOREX AND FUNDING OFFICER /NEW BUSINESS CLERK
ANSA MERCHANT BANK LTD
09.2001 - 09.2005
SENIOR TELLER
SCOTIABANK TRINIDAD AND TOBAGO LIMITED
11.1996 - 09.2001
MSc. - Strategic Leadership and Management
University of the West Indies
BSc. - Management Studies 2nd Class Honors
University of the West Indies
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