Experience

ANSA Motors Limited

• Trinidad and Tobago
• Automotive
• 100 - 200 Employee

• Retention Manager

  • Nov 2022 - Present



Telecommunications Services of Trinidad & Tobago Limited (TSTT)

• Trinidad and Tobago
• Telecommunications
• 700 & Above Employee

• Manager Contact Centre

  • Nov 2018 - Nov 2022

  To manage all incoming requests for products and services enquires, queries, sales, and installation services for that market segment directly from the Residential, Single Line Business and Enterprise customers. These requests are received via various channels inclusive of voice, web chat, email and social media escalations. To manage all outbound activities of the Contact Centre inclusive of sales, customer retention and customer feedback campaigns. To lead a team of staff responsible for the day-to-day operations and success at attaining set Contact Centre KPIs and Quality Standards. Show less

• Manager Contact Centre Support

  • Mar 2016 - Nov 2018

  Effective and efficient management Contact Centre support services operations in order to maximize profits for the organization while providing a high level of customer satisfaction. The position exists to provide operational guidance and overall support to the Contact Centre team, in line with ongoing Customer Services priorities and goals. I am responsible for business operations of Contact Centre Support: providing analysis and support to all functional areas, related forecasting, reporting (internal and vendor), communication, workforce management, call routing/real time monitoring management and Contact Centre Quality Control. Additionally, I am responsible for the management of the day to day operations and success of the Fixed Customer Sales and Service (FCSS) Inbound , Outbound and Campaign Call Out Teams. Show less



DIRECTV

• United States
• Entertainment
• 700 & Above Employee

• Manager Voluntary Churn

  • Feb 2014 - Mar 2016

  Maintain overall responsibility of the retention strategy for DIRECTV Trinidad Limited and its Caribbean territories. Maintain overall responsibility of the retention strategy for DIRECTV Trinidad Limited and its Caribbean territories.



First Citizens

• Financial Services
• 500 - 600 Employee

• Senior Marketing Officer

  • Oct 2006 - Feb 2014

  Identifies and executes defined strategies to meet and exceed defined targets. Ensures First Citizens corporate customers product offerings are extended to include Point-of-Sale Terminals and customised merchant acquisition solutions.

• Marketing Officer

  • Feb 2006 - Sep 2006

  Actions specific marketing strategies, determined by management and the Senior Marketing Officer, designed to meet set targets for relevant product area. Identifies and markets potential merchants for increasing the customer base including liaising with branches to solicit referrals

• Customer Service Representative

  • May 2003 - Jan 2006

• Bank Teller

  • May 2001 - Apr 2003