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Work Background
Turks and Caicos Islands GovernmentPermanentSecretary
Feb. 2020Turks and Caicos Islands
Ministry of Border Control & EmploymentDeputy Permanent Secretary
Apr. 2017 - Feb. 2020Turks and Caicos Islands
Office of the PremierDirector
Aug. 2015 - Mar. 2017Turks and Caicos Islands
Office of the PremierSenior Press & Protocol Officer
Aug. 2013 - Jul. 2015Providenciales, Turks and Caicos Islands
LIMEVice President
Feb. 2007 - Jan. 2013- Development and management of advance sales campaigns designed to drive growth and revenues. - Development and management of extensive marketing campaigns designed to drive awareness and customer behavior. - Managed and enhanced all facets of the overall customer experience - Creation and management of customer retention programs - Management of Customer service staff, both technical and front office - Management of FOM drivers and owner of reporting tool - Champion of Customer Experience Board - Responsible for the delivery on key OPEX and other financial targets, including the generation of approximately $8M in sales revenue. - Timely delivery and repair of services within budget and agreed SLAs - Development and management of highly motivated, effective and empowered teams - Development and management of service measurement and improvement programs, including Mystery Shopping, Customer Service Survey (Monthly) and the VOC - Management of the Regional Team within the Contact Center as it relates to Turks & Caicos services to ensure the highly quality for our customers. - Implementation and management of the COPC discipline to ensure we consistently deliver quality, timely and reliable services to our customers. - Champion the development of customer experience solutions, systems and processes ensuring supporting company growth and improvement/reduction in ongoing operating costs. - Successful management of Capital Expenditure in excess of $1.2M, assigned to business unit for the generation of revenue and expansion of customer base. - Efficiently manage the construction and repair of all copper and fiber network to facilitate adequate supply and demand to customers’ requests. - Management of all retail outlets and staff to ensure revenues are maximized through successful and satisfactory sales transactions. - Responsible for the development and growth of Partner Sales Channels in the entire country with a gross revenue earned of $6M year on year.
LIMEService Delivery Manager
Apr. 2002 - Jan. 2007Turks and Caicos IslandsMaintain daily operations of the Department Manage employees, and Customer Charter Manage and maintain Inter-departmental Relationships Manage and maintain Contact Center Query management Service order quality management Champions for COPC & VOC
LIMEService Delivery Controller
Apr. 2000 - Mar. 2002Turks and Caicos IslandsScheduling and issuing work in CIS Work Force Management
LIMEAccount Manager
Oct. 1999 - Mar. 2000Turks and Caicos IslandsManagement of assigned accounts Raise Service orders as requested Query management Bill delivery and cheque collection Processing customer queries Maintain Client Records, and manage client relationships
LIMEMarket Research Officer
Jun. 1996 - Sep. 1999Turks and Caicos IslandsDevelop and manage local marketing programs Managed local portion of regional Re-branding initiative Managed Directory production and distribution
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