JAYDE HECTOR

Performance Leadership:

• Target Exceedance & Revenue Generation: Fostering a high-performance culture that consistently exceeds aggressive collection targets, conversion metrics, and efficiency KPIs while managing a highly capable LOB (SNEED) that regularly out-performs larger floor teams with a highly vulnerable client base.
• Award-Winning Culture: An ambassador of Sigma’s values (Always Learning, Always Adapting, Always Together, Always Better), translating high personal motivation into a resilient, high-energy environment that has yielded multiple "Top Team Manager" awards.
• Compliance & Integrity: I Maintain an unwavering focus on compliance and financial regulations, leading by example to weave the Treating Customers Fairly (TCF) ethos into high-pressure collection strategies.

Strategic Problem Solving:

• Resource & Headcount Optimization: I Demonstrate an agile, solution-oriented approach by maximizing output with a significantly smaller headcount, skilfully prioritizing resources to maintain top-tier floor performance.
• Calm Under Pressure: I De-escalate high-stress collections environments by remaining focused and strategic, turning operational roadblocks into streamlined, result-oriented solutions.

Client & Content Management:

• SLA & Metric Alignment: I Interpret, analyse, and deliver accurate reporting on key collection KPIs and compliance trends, ensuring absolute alignment with complex client demands and internal Service Level Agreements (SLAs).
• Stakeholder Collaboration: Partner effectively with cross-functional stakeholders and fellow Team Managers, sharing financial best practices, aligning floor strategies with client expectations, and driving collective business growth.

Talent Development:

• Framework-Driven Mentorship: Utilize the Always Improving Performance Framework to deliver tailored coaching and regular 1-to-1s, accelerating agent progression and supporting long-term career aspirations.
• Performance Coaching: I am a passionate advocate for ongoing development, equipping agents with advanced negotiation, objection-handling, and empathy skills required for top-tier collections and conversion.

Continuous Improvement:

• Process Streamlining: Proactively identify operational bottlenecks, refining collection tactics and workflow processes to maximize financial recovery and team efficiency.
• Proactive Accountability: Manage people-related challenges (such as attendance and conduct) swiftly and fairly, ensuring a highly engaged, motivated workforce that continuously strives to raise the floor standard.

• Performance Leadership: Motivated and managed teams to consistently exceed NPS, Quality, and Efficiency metrics across 3 omni-channel contact types, earning the "Top Team Manager" award for 7 consecutive months.
• Strategic Problem Solving: Spearheaded the alignment and creation of a brand-new quality matrix for a new LOB, successfully balancing client compliance with internal operational capability.
• Client & Content Management: Maintained a direct line of communication with international clients; proactively updated outdated knowledge platforms to improve agent first-contact resolution (FCR).
• Operational Governance: Compiled Weekly Business Review (WBR) packs for Service Delivery Managers and Operations Managers. Handled monthly incentive file execution requiring deep metric analysis.
• Cross-Functional Collaboration: Co-authored the comprehensive Sigma SA Operations Manual in collaboration with senior operations leadership.
• Departmental Scope: Oversaw Performance Coaches, ran cross-departmental calibrations to share best practices, and served as the Nightshift Manager/Liaison for all Sigma nightshift support staff and client communications.

• Talent Development: Delivered end-to-end instruction to new hires on client-specific systems, phone etiquette, and conflict management. Successfully guided agents through the critical 2-week Grad-Bay nest environment.
• Continuous Improvement: Collaborated with the Service Delivery Manager during training downtime to perform gap analysis, design refresher courses, and execute data analysis to ensure departmental compliance.
• LOB Expansion: Successfully launched a new Line of Business (Sigma Connected Limited), acting as the central Client Trainer, Performance Coach, and Seconded Team Leader, which directly catalyzed career progression into permanent management.
• Accolades: Awarded "Top Trainer" 3 times and nominated for a national BPO Award in the Support Category.

• Provided high-tier telephonic support and complex complaint handling for over 2.7 million UK energy customers, specializing in emergency situations and vulnerable customer support.
• Exceeded all performance KPIs, earning promotion to Subject Matter Expert (SME) within 3 months of joining Sigma Connected.
• Began coaching peers and reporting team performance metrics directly to the client.

• Provided tier-1 technical support for Amazon devices (Kindle, Fire TV, Echo) across Windows, iOS, and Linux platforms.
• Partnered with cross-functional customer support teams to ensure a frictionless, customer-centric experience.
• Identified system trends and communicated user experience flaws to leadership to drive continuous product improvement.

• Handled inbound technical support, billing inquiries, plan rectifications, and account management.
• Promoted to Floor Walker / 2IC, managing team statistics, coaching new hires, and stepping in as the Acting Team Manager during leadership absences.

• Managed diary schedules, typed formal correspondence, captured invoices/petty cash, and handled general errands for the Managing Director.
• Supported Debt Counsellors by verifying customer statuses with creditors and distributing legal forms (17.1, 17.2, 17.4).