KANESHA YARDE
St. Philip,Parish Land
Summary
Results-driven Business Operations and Customer Experience leader with 10 years in customer experience and administration, including 5 years in leadership roles. Expertise in enhancing operational efficiency, ensuring regulatory compliance, and improving customer retention. Leverages strategic business management insights alongside Mini MBA knowledge to optimize performance and lead multi-unit teams through cross-functional transformations.
Overview
15
15
years of professional experience
Work History
Team Leader – Customer Service Operations
Guardian Life of the Caribbean
04.2021 - Current
- Provide strategic leadership for multi-functional customer service operations supporting Health Claims Administration, Life Insurance Administration, and Payment Services. Lead a high-performing team responsible for delivering exceptional service while maintaining operational efficiency, regulatory compliance, and customer satisfaction across multiple business units.
- Led daily operations for customer service functions across multiple insurance product lines, ensuring alignment with business goals.
- Develop and execute operational strategies that improve productivity, customer experience, and service delivery.
- Monitored KPIs, SLAs, and quality assurance metrics to drive operational performance and meet business objectives.
- Lead customer escalation management and complex complaint resolution through effective investigation and service recovery.
- Coach, mentor, and develop employees through structured performance management, succession planning, and continuous learning initiatives.
- Prepared executive operational reports and performance analyses to inform strategic decision-making and operational improvements.
- Collaborate with senior leaders on organizational initiatives, continuous improvement projects, and operational transformation.
- Serve as Acting Branch Operations Manager, overseeing branch performance, operational continuity, staff leadership, and customer service excellence.
Marketing & Business Development Consultant
Independent Business Consultant
01.2021 - 01.2024
- Provided strategic consulting services to entrepreneurs and small businesses focused on business growth, customer acquisition, and brand development.
- Key contributions included:
- Designed customer experience strategies that enhanced retention rates.
- Guided business owners in strengthening brand positioning and enhancing digital presence.
- Advised business owners on relationship management, sales growth, and customer engagement.
- Delivered business development initiatives that increased visibility and created revenue opportunities.
Customer Service Specialist (Progressive Career Growth)
Sagicor Life Inc.
09.2011 - 03.2021
- Promoted through multiple increasingly responsible positions including:
- Managed incoming and outgoing mail efficiently in a fast-paced environment.
- Greeted visitors and managed front desk operations with professionalism.
- Processed customer transactions accurately while providing excellent service.
- Delivered exceptional service across health insurance, life insurance, policy servicing, and claims administration.
- Responded to customer inquiries promptly in a high-volume call center.
- Recommended workflow improvements that increased operational efficiency.
- Assisted leadership with staff scheduling, operational coordination, and service delivery during high-volume periods.
- Managed over 600 monthly customer interactions via telephone, email, live chat, and digital channels, ensuring timely and effective resolutions.
- Processed premium collections and maintained financial accuracy.
- Key contributions included:
- Recommended workflow improvements that streamlined processes and enhanced service delivery.
- Fostered collaborative relationships to improve team dynamics and elevate customer satisfaction.
Education
MSC - Business Management (Marketing)
Edinburgh Napier University
2025
Certification in Business Law Specialization -
UC Santa Barbara
2026
Certified in Learning Experience Design -
University of Michigan
2026
Mini MBA A2E Business Fundamentals -
McKinsey & Company
2022
Certification in Supervisory Management -
UWI Open Campus
2018
Certified in Marketing, Public Relations and Advertising -
UWI Open Campus
2018
Skills
Executive & Operational Leadership: SLA Management, Regulatory Compliance (FSC), SOP Development, Workforce Planning
Customer Strategy & Analytics: CRM Systems, Data Analysis & Performance Reporting, Customer experience initiatives, Digital Marketing
Talent & Organizational Enablement: Learning Experience Design (LXD), Articulate 360, Instructional Coaching Programs, E-learning course development
KEY ACHIEVEMENTS AND AWARDS
Successfully created two e-learning courses for employees and leaders.
Created a 6-week coaching program including a facilitator guide.
Acted as Business Administration Manager.
Recognized as 1st Runner-Up – Employee of the Year (2024 and 2025) - Guardian Life of the Caribbean.
Recognized as Contributor of the Year – 2017 – Sagicor Life Inc.
Timeline
Team Leader – Customer Service Operations
Guardian Life of the Caribbean
04.2021 - Current
Marketing & Business Development Consultant
Independent Business Consultant
01.2021 - 01.2024
Customer Service Specialist (Progressive Career Growth)
Sagicor Life Inc.
09.2011 - 03.2021
MSC - Business Management (Marketing)
Edinburgh Napier University
Certification in Business Law Specialization -
UC Santa Barbara
Certified in Learning Experience Design -
University of Michigan
Mini MBA A2E Business Fundamentals -
McKinsey & Company
Certification in Supervisory Management -
UWI Open Campus
Certified in Marketing, Public Relations and Advertising -
UWI Open Campus