Digicel Jamaica LimitedProject Analyst
May. 2006 - Feb. 2008Jamaica1. Assisted the Projects Manager in devising the appropriate solutions to control/minimize identified project risks associated with the roll-out of products and services to Customer Care.
2. Sat on cross-functional project teams.
3. Managed and reported on Projects from a Customer Care perspective across the Digicel group.
4. Developed and executed test plans for products, processes and systems that impact Customer Care. 5. Conducted beta-level testing, UAT and SAT.
6. Prepared supporting documents (User Manuals, Process Documents, and FAQs) that will manage training preparations within Customer Care for products, processes and or systems tested.
7. Conducted train-the-trainer sessions with members of the Call Centre Management Team and members of Quality Assurance & Training team on new products, processes and systems.
8. Ensured Quality Assurance & Training team was educated and properly informed of all new/changing processes, procedures and systems in Customer Care.