Elisabeth Nerahoo

High-performing Certified Management Consultant, PMP Operations Manager & Transformational Leader with expertise in maximizing organizational business processes in service operations by transforming strategic plans into workable solutions and to improve performance based on key operational targets/goals. Management Consulting Adjunct Lecturer in Project Management and Management Studies Using Six Sigma Methodology to improve processes. Proven success of delivering optimal results in competitive environments through initiatives that exceed operational performance targets and yield measurable outcome Scrum Master Certified PMP Certified Six Sigma Green Belt Certified 15 years Managerial experience including: 8 years experience in BPO experience/leadership (Inbound/Outbound & level II Transaction Processing) 6 yrs Banking Experience

• Caribbean Institute of Management Consultant - Member
• Project Management Institute (Jamaica Chapter) - Member
• Project Management Institute - Member
• Toast Masters International - Member
• Dynamic Speakers Toastmaster Club - President
• Friend of Youth Reaching Youth
• Member of JPS Foundation - VOLTS

• Jamaica Public Service – HR Business Services, HR Business Partner, 01/01/14, current, Developing and writing detailed business cases/proposals to reinvigorate operations, Identify areas of potential improvement, submitting a report of inefficiencies and strategies for betterment to Unit Leaders, Maintained excellent HR relationship with all clients, Evaluate and appraise project design, overseeing execution to keep it on track., Working within a team to manage the budget and achieve targets and incentives., Maintaining up-to-date market knowledge, Conducting & Coordinating workshops, Advocate for Project Management Certification for Engineers, Proactively seeking out new opportunities to attract and develop talent, Developing Mission Critical Role (MCR) Methodology to aid in equitable conversion of permanent and non-permanent employees to increase staff morale, Analyzing data, numbers and information to help senior leaders make decisions, Delivering business change, Travel interisland ~80% of worktime to unit leader’s location to provide consultation and training, Visiting clients on site across the island, Developing and utilizing initiative to identify best talent, Designed and spearheaded the JPS Engineering Internship Program, Leading the HR aspect of the Old Harbor 190 MW Plant Transition, Led culture change project to create High Performance Teams, Shaping initiatives through idea generation and also developing proposals, Organizing and attending meetings with unit leaders and external stakeholders (Universities, Training and Development Organization), Sourcing and partnering with external consultants to conduct team building activities to motivate staff on behalf of senior leaders, Coaching & development of leadership, Providing input to support the development of business road map and annual headcount and financial budgets., Providing clear, timely and effective management information to senior leaders
• University of Technology MBA Consultancy Research Project, 2013, Reviewing JPS Organizational Culture and how it affected its corporate performance, Conducted detail research and company and industry analysis, Shared findings with Executive Leadership and recommended 4 Strategic Paths that JPS can take to increase growth, profitability and better brand perception, Presented to Executive Leadership Team at JPS and recommendations accepted and implemented.
• Jamaica Public Service – Billing Officer, Billing & Revenue Assurance Department, 01/01/10, 01/01/14, Design and Establish Quality Control unit within the Billing department, Design & Streamline business processes for greater efficiency, Design/Manage SMART objectives and Performance Management, Established Standard Operating Procedure and compliance measures, Improve turnaround time for internal processes to reduce liability/risk, Increased efficiency of processing time by improving the process flow and reducing overtime cost for the mailroom function, Evaluate and appraise project design, overseeing execution to keep it on track, Create weekly performance and dashboard reports to measure performance and help in decision making, Lead outsourcing of the Mailroom function, Creating a Project Management Office within the Revenue Assurance Department.
• Digicel Jamaica – Snr Operations Manager, Operations Department, 01/01/06, 01/01/10, Leading Rebate Project to reduce cost, improving customer efficiency and measurability by automating paper processes, Championing projects to establish KPIs/SL agreements to improve the internal and external customer service., Benchmarking with international standards, Travel Regionally to Digicel locations to observe best practices, Presenting to Senior Leaders on Performance and Improvement initiatives, Design & Implement SMART objectives for performance reviews, Implementing Real Time Adherence system to maximize agents adherence to schedule, Managing quality initiatives to maintain # 1 Customer Service provider in Jamaica, Leading Call Center upgrade project and delivering project on time, Establishing Customer Escalation process to ensure 24 hrs. response time to internal and external customers
• Affiliated Computer Services (ACS), Strategic Business Unit Manager, Operations Department, 01/01/03, 01/01/06, Startup Call Center Operation, Recruitment of Call Center Team, Leadership Training for Supervisors and Team Leads, Establishing Transaction Processing processes within an average of 3-day turnaround time, Meet with clients to discuss performance and recommend improvement strategies, Travel to various Client sites to observe best practices and share and implement on local site, Host Client visits to view performance, Establish Scorecards to Manage Performance, Establish Performance Based Incentives tied to Performance, Leading the migration of client functions to Jamaica from offshore, Increased efficiency of processing time by improving the process flow., Optimization of migrated functions within the department, Led cross-functional teams to develop process improvement strategies and increased efficiency and quality using Six Sigma Methodology
• Tele-service Jamaica Ltd., Operations Manager, Operations Department, 01/01/01, 01/01/03, Start-up Operation (Portmore, Jamaica), Recruit the best talent for Operations, Established Performance Management System, Training and development of Team Lead, Prepare reports to track performance

• Learnfest Caribbean 2019 Mentor
• Advanced Communicator Silver Award- Toastmaster International -2018
• Special Award- for Excellent HR Support to Generation Team -2017
• Birds of a Feather Speaker at Learnfest 2017
• Special Award- for Excellent HR Support to Generation Team -2016
• Special Award –for outstanding HR Support to KSAS Team -2015
• E-Award for Accountability, Service, Passion, Innovation, Respect and Excellence 2015
• Consultancy Research Paper on 'The Impact of Organization Culture on Corporate Performance' in partial fulfillment of MBA.
• Competent Leader Award – Toastmasters International -2012
• New Member Achievement Award -CIPS Toastmaster Club -2011
• Competent Communicator Award- Toastmasters International- 2011
• Award of Excellence- Process Improvement Strategies and Implementation –ACS - 06/01/06
• Dean Lists - outstanding academic achievement -NCU 2004-2005
• Recognition Award - outstanding performance on AT&T Long Distance project- Tele Service Jamaica- 2003
• Special Award for Team Development and Training- Jamaica Call Centers-2000
• Supervisor of the Month Award- Jamaica Call Centers- 1999

• Industrial Relations, Hugh Shearer Trade Union Institute UWI Mona, 07/01/19
• Principles and Practices of Management Consultancy Workshop, 2019
• Change Management, 2016
• Labor Relations, Jamaica Employer Federation, 2016
• Strategic Alignment Workshop, MIND, 2015
• Management Development Program, JPS/MSB, 08/01/12
• Industrial and Labor Relations, Infoserv, 06/01/11
• Business Process Improvement Training, Novaces Consulting, 06/01/09
• Certificate of Completion Digicel EMBA, Digicel University, 03/01/08
• Customer Relationship Management, Harvard Business School, 05/01/07
• Advanced Microsoft Excel, New Horizons, 10/01/07
• Measuring Call Center Effectiveness, ICMI, 01/01/07
• Certificate in Managing Cultural Divides, SkillSoft Online, 06/01/04
• Certificate in Call Center Management, SkillSoft Online, 07/01/04