Nickeisha B.
Executive Commercial Operations Manager
Open to offersNew to PlatformAbout
Nickeisha B. is a dynamic and results-driven strategic operations and commercial executive with over 15 years of leadership experience in the food and retail, telecommunications, consumer services, and insurance industries. She has a proven track record of leading multi-site operations and driving commercial growth across Jamaica and the Caribbean. As Assistant Vice President at Chancellor Insurance Agency, she provided strategic and operational leadership to a team of 150+ sales professionals, aligning operational practices with profitability goals. Her tenure as Head of Service at Appliance Traders Limited included transforming service operations with technology adoption and process redesign, which significantly improved call-answer rates and customer experience metrics. At Tastee Limited, she spearheaded business strategies for 38 outlets, enhancing sales and operational standards, and at Digicel Jamaica, she optimized inventory management for a US$11 million annual portfolio. Nickeisha's extensive experience is complemented by her role as an adjunct lecturer in International Business Management, demonstrating her investment in talent development and academic leadership.
Experience
Assistant Vice President
Chancellor Insurance Agency · 2022 — 2026Provided strategic and operational leadership to a field force exceeding 150 sales professionals and managers, focusing on business growth and performance accountability. Developed revenue-generating business strategies and optimized departmental efficiency, aligning operational practices with profitability and risk management objectives. Led initiatives to enhance workforce and organizational culture, resulting in a workforce increase of at least 30% within one year. Managed strategic partnerships and stakeholder relationships to enhance sales activities.Head of Service
Appliance Traders Limited · 2019 — 2022Transformed the Service Department into a high-performing operation through process redesign and technology adoption. Standardized over 15 service processes across various customer touchpoints, enhancing operational consistency and service delivery. Implemented a centralized query and complaint management system, as well as an IVR call-routing platform and field-services application to streamline workflows. Achieved improvements in call-answer rates and customer satisfaction metrics.Head of Retail
Tastee Limited · 2018 — 2019Oversaw the development and execution of business strategies for 38 company-operated outlets, aligning operational plans with sales and profitability objectives. Engaged teams and stakeholders within the retail network to identify critical business issues and ensure execution aligned with business priorities. Established a retail audit and KPI framework to monitor and enhance performance. Implemented a customer ticketing system to improve the customer experience and decrease wait times at the flagship location.Distribution Manager, Consumer Sales
Digicel Jamaica · 2013 — 2018Managed Digicel Jamaica’s device portfolio with an annual budget of US$11 million, overseeing handset, SIM, and modem procurement and promotions. Strengthened supplier relationships through effective negotiation strategies, enhancing smartphone penetration by 25% over three years. Optimized inventory management practices, resulting in an 82% reduction in aged stock within six months.International Roaming Coordinator
Digicel Group · 2011 — 2013Developed strategies to expand Digicel’s roaming services across 19 Caribbean territories. Negotiated international roaming agreements and coordinated service launches, increasing roaming partnerships by 56% within one year while managing stakeholder relationships across various Caribbean markets.Customer Service Junior Manager
Digicel Jamaica · 2006 — 2011Led call center operations, focusing on optimizing efficiency and managing escalations while developing teams of up to 36 members. Supported performance management and customer experience initiatives in a high-volume service environment.
Skills & Expertise
Education
- Port & Logistics ManagementNingbo Polytechnic, China · — — 2018
- Master of Business Administration (International Business)Mona School of Business, University of the West Indies, Mona · 2008 — 2010
- Bachelor of Business Administration (Marketing)University of Technology, Jamaica · 2001 — 2005
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