Experience

• 

  ALIV Bahamas

  • Product Specialist

    • Oct 2023 - Present

• 

  Digicel Group

  • Jamaica
  • Telecommunications
  • 700 & Above Employee

  • Customer Value Management Analyst

    • Sep 2020 - Oct 2023

    • Assist in the development of policies and procedures that cultivate excellent long-term relationships with customers, maintain ongoing communication, and facilitate solutions to address concerns.• Utilize statistical methods and analysis to model customer behavior based on the usage of products and services to determine the most effective means to Nest, Farm, and Retain Customers.• Spearhead various procedures to design, build, implement, and troubleshoot Nesting, Farming, and Retention campaigns which has contributed to an overall increase in customer retention by 5% since 2021 and maintaining prepaid churn at 2%• Manage strategic pricing for products and services based on margins as well as specific customer-centric tasks while analyzing daily and monthly prepaid churn and prepaid product revenue against budget and forecasted targets.• Direct the segmenting of the customer base by value segments of revenue, network behavior, social behavior, and interactions.• Effectively and efficiently utilize both new and existing communication tools like SMS, Intelligent Autodialer, Whatsapp, triggered ads to reach customers with BTL and ATL offers.• Collaborate with various departments to implement innovative methods and improved customer targeting.• Manage VAS products and services in market, contributing to 4% overall prepaid revenue MoM and enhancing customers’ experience past standard telco services.

  • Value Added Services (VAS) Engineer

    • Jun 2018 - Sep 2020

    • Part of a core team managing prepaid and postpaid rating, charging, mediation, products and support systems.• KPI analysis for VAS related promotions and nodes• Key engineer for new PAYGO experience, successfully taking the technical VAS implementation from planning to completion stage. Working with multidisciplinary teams in the process to create the best customer experience from a technical perspective. • Providing guidance, implementation and support for promotional requests from the Commercial and CVM teams, whether Digicel TT or Digicel Group.Investigating, analyzing and troubleshooting reported issues relating to charging and/or operations.

  • Charging System Engineer

    • Dec 2017 - May 2018

  • VANS Engineer

    • Feb 2017 - Dec 2017

• 

  Trinidad and Tobago Housing Development Corporation

  • South Quay, Port of Spain

  • Assistant Electrical Engineer

    • Jun 2016 - Aug 2016
    • South Quay, Port of Spain

    • Assisted the senior Electrical Engineer with daily tasks and electrical problems at various housing developments.• Communicated with customers about electrical issues or works to be done when necessary.• Liaised with T&TEC personnel for wiring, power supply to homes, generator and streetlighting tenders and schedule of works• Provided scope of works and reviewed tenders from contractors for electrical works in HDC housing developments.• Created electrical inspection checklist to be used by clerk of works