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Work Background
Liberty of Puerto RicoCountry Manager Liberty USVI
Jan. 2024St Thomas, US Virgin Islands
Liberty of Puerto RicoVice President & General Manger Liberty VI at Liberty Puerto Rico and Virgin Islands
Jan. 2024US Virgin Islands
Flow BusinessCountry Manager
Sep. 2019 - Jan. 2024British Virgin Islands
FLOW BVIHead of Commercial
Dec. 2015 - Jan. 2024British Virgin Islands
Cable&Wireless Worldwide aka LIMEHoD Retail Sales and Customer Experience
Nov. 2012 - Oct. 2015British Virgin IslandsConceptualize and develop strategies that will exceed the requirements of our residential customers and grow LIME's share of portfolio spend. Communicate actions to improve overall customers experience through the development of customer centricity culture and translate customer requirements into appropriate solutions.
LIMEBusiness Analyst
Jun. 2011 - Nov. 2012BVITo improve the company’s competitiveness by developing and implementing strategic customer relationship management initiatives to drive revenue growth and retention across all product lines.
LIMECustomer Support Manager
Dec. 2008 - Jul. 2011Responsibility includes:
- Management of processes that ensure that all orders and faults are provisioned of repaired within customer charter
- Management of all Customer Support Staff i.e. Dispatching team, Internet support team, Back Office Support Team & Mobile Inventory Team
- Analysis of reported faults and determination of their root causes, so that the necessary procedures can be put in place to reduce their occurrences.
- Analysis of customers satisfaction scores and determination of the necessary processes to improve them.
- Retail Store Manager (August 2009 to December 2009), during this time i put in place the necessary processes that ensured that proper reconciliation and accounting was done. Also, developed an interactive bi-weekly training for sales team that allowed customer satisfaction scores to be improved from the 60 % to 90 %.
Cable & WirelessBroadband Manager
Apr. 2006 - Dec. 2008Responsible for P & L targets for British Virgin Islands. Manage broadband servers and support team, while championing the improve of the Tier ! support via the call center.
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