Dorianne Rose
Curepipe,PW
Summary
Organized and efficient Service Delivery Lead supporting team members, client and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.
Overview
17
17
years of professional experience
Work History
Service Delivery Lead
Accenture Services
04.2018 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Streamlined operational processes by implementing efficient workflow management strategies.
Operations Manager
AXA Customer Services
04.2013 - 03.2018
- Developed strong relationships with clients, resulting in increased repeat business and referrals.
- Ensured compliance with industry standards and regulations through rigorous quality control measures.
- Established clear objectives for each project phase, monitoring progress closely against pre-defined milestones.
- Collaborated with stakeholders to define project requirements and set realistic expectations for service delivery outcomes.
- Managed a diverse team of professionals, ensuring high-quality service delivery for all projects.
- Conducted regular team meetings to review progress, address challenges, and share best practices.
- Led cross-functional teams to deliver complex projects on time and within budget constraints.
- Achieved high levels of customer satisfaction by consistently exceeding performance targets across multiple projects.
- Facilitated effective communication between internal teams and external partners to ensure seamless coordination during project execution phases.
- Analyzed performance metrics to identify areas for improvement and implement corrective actions.
- Served as the primary point of contact for clients, addressing concerns promptly and professionally.
- Enhanced client satisfaction by providing timely support and resolving issues effectively.
- Reduced costs by optimizing resource utilization and eliminating redundancies in the service delivery process.
- Championed change initiatives within the organization, driving adoption of new tools and methodologies that enhanced overall effectiveness in service delivery.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Team Leader, Sales Operations
Rogers Outsourcing Solutions
07.2007 - 03.2013
- Reduced employee turnover by recognizing top performers and creating tailored development plans for underperformers.
- Streamlined sales processes to improve efficiency and productivity within the team.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
- Implemented data-driven forecasting methods, improving accuracy and informing strategic decisionmaking.
- Analyzed sales data to identify trends, opportunities, and potential risks in order to inform future strategy adjustments.
- Fostered a culture of continuous improvement by holding regular team meetings to discuss best practices and share knowledge across the organization.
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.
- Boosted team performance by implementing efficient sales strategies and techniques.
- Trained team members in proper data entry and contract execution within available electronic tools and platforms, demonstrating streamlined sales practices.
- Monitored sales organization's compliance with corporate standards of record-keeping for customer personal information, sales records and validation reports.
- Worked closely with sales management to inspect sales process quality and prioritize opportunities for improvement.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Monitored daily sales performance and provided feedback to each team member.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Maintained up-to-date knowledge of products and services offered to customers.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Scheduled and monitored sales team members' workloads to meet customer needs.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
Education
Bachelor of Science - Business Process Services
Open University
Mauritius05.2025
Certificate - Operations Management
Curtin University
Mauritius04.2012
High School Diploma -
BPS College
Mauritius01.2005
Skills
- Customer Satisfaction
- Incident Management
- Service Level Agreements
- Time Management
- Attention to Detail
- Critical Thinking
- Active Listening
- Planning and Prioritization
- Relationship Building
- Microsoft Office
- Service Delivery Optimization
- Operational Efficiency
- Training and Orientation
- Work Planning and Prioritization
- Analytical Thinking
- Goal Setting
- Staff Management
- Documentation and control
- Budget Planning
- Process Improvement
- Operational Improvements
- Performance Evaluations
- Operational Reporting
- Service Quality Standards
- Policy and procedure modification
- Operational Standards Development
- Process Development
- Escalation management
- Payroll and budgeting
Accomplishments
- Collaborated with team of 300 staffs in the development of a new insurance project.
- Supervised team of >80 staff members.
- Collaborated with Mauritius Solution team in the financials/costs forecasting for new clients.
Languages
French
Native language
French
Proficient
C2
English
Intermediate
B1
Timeline
Service Delivery Lead
Accenture Services
04.2018 - Current
Operations Manager
AXA Customer Services
04.2013 - 03.2018
Team Leader, Sales Operations
Rogers Outsourcing Solutions
07.2007 - 03.2013
Bachelor of Science - Business Process Services
Open University
Certificate - Operations Management
Curtin University
High School Diploma -
BPS College
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