Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
OperationsManager

AKEL ROACH

BayVille

Summary

Service-oriented professional with a strong foundation in administrative support, team coordination, and customer service. Aspiring Project Manager with a demonstrated ability to communicate effectively, manage competing priorities, and support cross-functional teams in achieving project objectives. Known for delivering high-quality results, adapting to dynamic environments, and maintaining a solutions-focused approach. Committed to continuous learning and professional growth in the field of project management.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operations Manager

WIP Luxury Chauffeured Transports
09.2023 - Current
  • Oversee full-scale operations of Barbados’ leading VIP chauffeured transport service, managing a premium fleet serving elite clients including diplomats, corporate leaders, and luxury travelers.
  • Coordinate and execute high-touch services such as diplomatic protocol transfers, bespoke chauffeuring, VIP airport pickup, weddings, and corporate events—tailored to client expectations of discretion, punctuality, and 5-star experience.
  • Lead, train, and schedule a professional chauffeur team, ensuring all transfers maintain luxury standards.
  • Optimize logistics and routing for group tours, private sightseeing, and multi-vehicle event coordination using real-time dispatch systems.
  • Develop and maintain high-level relationships with concierge teams, embassies, and five-star properties to ensure seamless client transitions.
  • Maintain 100% service reliability for high-profile movements, integrating client feedback into ongoing SOP refinement and quality control protocols.

Advisor, Client Services

CIBC
05.2024 - 04.2025
  • Provided detailed, factual, and typically non-technical information to customers over the telephone and email.
  • Established procedures and policies provided clear guidance to the clients, or colleagues, for decision-making.
  • Maintained a log of all customer service activities, and updated records accordingly to ensure accurate record-keeping, and to assist in investigations.
  • Identified routine improvements to the job's operating efficiency, and recommended opportunities for improvement.
  • Updated knowledge about new products, procedures, marketing campaigns, and organizational changes, etc., to answer customers’ queries promptly.
  • Selected the most appropriate solution or supplied the required information to customers, following established guidelines, procedures, and standards.
  • Adhered to service level agreements governing the department, and ensured maintenance with clients.

Claims Adjuster

Co-operator General Insurance
10.2019 - 05.2024
  • Determined coverage and claim nature by analyzing, investigating, and evaluating the loss.
  • Established appropriate reserves for both indemnity and expense within prescribed settlement authority, and reviewed them on a regular basis to ensure adequacy.
  • Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
  • Kept abreast of changes in insurance regulations and policies affecting claims processing.
  • Identified and evaluated potentially fraudulent claims, claim abuses, and reported findings to management.
  • Managed caseload effectively, prioritizing urgent or high-value claims for prompt attention.
  • Developed relationships with key stakeholders within the insurance industry.
  • Built rapport and trust with injured insureds through effective customer service techniques which involved fair and prompt processing of claims.
  • Coordinated with healthcare providers to obtain missing information or clarification on claims.
  • Established and maintained excellent customer relations by liaising with policyholders regarding the status of their claims, and keeping them informed as necessary.

Butler

Sandals Royal Barbados
03.2018 - 04.2019
  • Responsible for all aspects of the guests' care during their stay.
  • Ensured the privacy of guests and families.
  • Have full and comprehensive knowledge of hotel facilities and services.
  • Collaborated with multiple departments to maximize workflow and efficiency.
  • Supervised and supported housekeeping personnel to maximize quality of service and performance.
  • Inspected guest rooms and public areas to ensure they met established cleanliness standards.
  • Investigated customer complaints regarding housekeeping services and took appropriate action to resolve them.
  • Verified each completed room against standard plans to maintain consistency.
  • Maintained records of room assignments, special requests from guests and status of vacant and occupied rooms.
  • Collaborated with front desk to respond promptly to guest requests and promote positive experience.
  • Developed innovative ideas to enhance guest experience.

Fraud Analyst

Momentum Travel Group - Flight Hub
08.2016 - 05.2018
  • Manage and investigate potential fraud cases.
  • Conduct necessary verification checks to prove the validity of transaction activity.
  • Communicate with other analysts regarding possible fraud trends that have been detected or suspected.
  • Thoroughly complete assignments, minimizing monetary loss to the company.
  • Connected patterns for underlying account associations to discover undetected fraud.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Collaborated with cross-functional teams to enhance fraud detection methodologies and risk management practices.
  • Participated in group discussions with team members to develop new ways to combat fraud.

Management Intern

Kensington Oval Management Inc (KOMI)
10.2013 - 01.2014
  • Performed a health and safety audit on the facility's OSH system.
  • Assisted in writing the proposal for the IT department's server upgrade.
  • Assisted in the preparation of the 2015 Hennessy Artistry show.
  • Assisted in the preparation for the England tour of the West Indies 3rd Test Match in 2015.

Education

Associate Degree - Management/Admin (Sport)

Barbados Community College
06.2013

Caribbean Examination Council - Mathematics, English Language, Principles of Business, Human & Social Biology, Social Studies, Physics

Christ Church Foundation Secondary School
07.2009

Skills

  • Discretion and professionalism
  • Problem-solving and analysis
  • Verbal and written communication
  • Team collaboration
  • Technical proficiency
  • Adaptability
  • Customer relationship management
  • Active listening
  • Conflict management
  • Conflict resolution
  • Assertiveness
  • Interpersonal skills

Certification

  • Certified Associate in Project Management, Project Management Institute, May 2025 - Jul 2025
  • Google Project Management Professional Certificate, Coursera, Apr 2025 - May 2025
  • Real Estate Property Management, Coursera, Mar 2025 - Mar 2025
  • Google Digital Marketing and E-commerce Professional Certificate, Coursera, Mar 2025 - Jun 2025
  • Financial Markets, Yale University, Oct 2024 - Dec 2025

Accomplishments

  • President of the Staff Association, 2022-2024 | Co-operators General
  • Founder & Editor of the monthly Co-operators General Newsletter 2022-2023
  • Sales Award 2021 | Co-operators General
  • International Olympic Academy | Attendee of the 56th session for young participants | June 2016
  • Barbadian representative in the annual two-week seminar for young participants at the International Olympic Academy in Olympia, Greece
  • Main subject: 'Olympism as an effective tool for development and sustainability,'
  • Special subject: 'Olympic values-based learning as an effective tool for environmental protection'
  • Co-host of the Uplift 2019 Initiative | Partnered with Sagicor to host an Easter Fun Day at King George V Memorial Park, where we gave away over 500 kites we handmade to kids in our community. It was then followed up by a Back-to-School and Christmas drive.

Timeline

Advisor, Client Services

CIBC
05.2024 - 04.2025

Operations Manager

WIP Luxury Chauffeured Transports
09.2023 - Current

Claims Adjuster

Co-operator General Insurance
10.2019 - 05.2024

Butler

Sandals Royal Barbados
03.2018 - 04.2019

Fraud Analyst

Momentum Travel Group - Flight Hub
08.2016 - 05.2018

Management Intern

Kensington Oval Management Inc (KOMI)
10.2013 - 01.2014

Caribbean Examination Council - Mathematics, English Language, Principles of Business, Human & Social Biology, Social Studies, Physics

Christ Church Foundation Secondary School

Associate Degree - Management/Admin (Sport)

Barbados Community College

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AKEL ROACH