Dwayne Tulloch Email & Phone Number

St. Andrew Parish, Jamaica

Cross Roads, Kingston, Kingston, JM

Kingston, JM

• Delivered improved Net Promoter Score results from + 23 to +48 ahead of industry standard.
• Implemented new contact center management IT systems and customer relationship management IT systems across all touchpoints.
• Won the People Choice Award at the 2020 Jamaica Customer Service Association
• Overall responsibility for driving incremental revenue increase YOY by improving customer’s effort in doing business with Digicel.
• Primary custodian of ensuring all customer commitments and brand equity targets are met and surpassed
• Overall responsibility for implementing new Digital Operator customer experience strategy.

Kingston, JM

• Reporting to Group CEO Caribbean & Central America, managing team of 150 + staff.
• Full P&L responsibility of Antigua & Barbuda, Montserrat, St Kitts & Nevis, and Anguilla with annual revenue in excess of $US65m.
• Full responsibility for all functions of business, including Commercial (Sales & Marketing), Technical & IT, Financial, Customer Care, HR and Legal & Regulatory.
• Increased subscriber base by 3% YOY while maintaining market share leader in all markets.
• Driven strong growth in top and bottom-line performance of the business through innovative promotions, new product launches and a substantial reduction of the cost base.
• Lead the implementation of the mobile and fixed LTE network upgrades across all markets.

Kingston, JM

• Oversee the day to day operations of the Customer Care Departments Mobile & Fiber, Project Managment Office and Operations Effeciency
• Responsible for implementing and maintaining operations processes and procedures, reporting on performance and initiating improvements for operations
• Reviews operations’ performance daily and ensures all target are met and surpassed
• Develop and oversee annual budget CAPEX & OPEX budget for all departments
• Hire, train, develop, and appraise staff effectively. Take corrective action as necessary on a timely basis and in accordance with company policy
• Provide direction, development and leadership to Directors, Managers and Supervisors

Kingston, JM

• Responsible for delivering the overall customer care strategy for the Jamaica and Cayman market ensuring the organization has optimal resources, infrastructure and systems to support the operations of the call center.
• Lead and facilitate process improvement initiatives to achieve a 15% reduction in call in rate
• Developed business case for Customer Care’s Improvement Plan to enable achievement of market KPI’s
• Delivered and surpassed all customer care KPI’s
• Created and implemented revenue earning channel for the customer care department
• Developed and executing the customer care, telesales and order management operations for Fiber To Home business unit

Kingston, JM

• As Head Of Customer Care & Operation Process Improvement I am charged with the responsible of ensuring we deliver extraordinary world class customer service to our valued customer in all markets served and align and.
• Lead and facilitate process improvement initiatives.
• Drives change, leads cross-functional teams and fosters a culture of moving forward in a change environment by continuously assuring buy-in and ownership at all levels.
• Work with business managers in conducting the required fact gathering and analysis necessary to document, quantify and specify process re-engineering efforts.
• Conduct studies of operations, workflow processes and develop the most cost efficient or productive way for processes; focus on improving productivity or work methods reducing operational costs
• Develop and present proposals to senior management that describe project objectives, scope, methodology, project structure and deliverables.

Kingston, JM

Kingston, JM

• Realign Digicel customer care staffing and headcount to correlate with actual workload requirement in keeping with preset budget limitations.
• Redesign and execute call volume forecasting methodology to achieve best in class service delivery
• Ensure that staffing adequately satisfies the operational demand to achieve its agreed objectives in relation to Service Level, Answer Delay, Answer Rate and all related matrix
• Institute systems for real time management and accurate reporting of agents KPI including but not limited to attendance, adherence. AHT, hold times and other KPI
• Provide detailed analysis of patterns related to call center statics, customer issues and ticket information
• Manage activities of team members such that they are highly motivated, performs at optimal efficiency while ensuring that there is continuous transfer of knowledge and training is facilitated where required and / or.

Norwalk, Connecticut, US

• Oversees and manages the operations of a business unit(s) with overall responsibility for the account (i.e. service delivery, sales, operations, IT, HR, facilities)Manages the client relationship ensuring customer.
• Operational responsibilities for Contact Centre Operations (Kingston, Montego Bay & St Lucia) ensuring all KPI's are met
• Operational responsibilities for the Telemarketing department
• Operational responsibility for delivering on the following KPI’s (CSAT 90%, FCR 80% Service Level 80%)
• Overall responsibility for the operations and management of the business unit (I.E Service delivery, sales, Customer service, finance, IT, HR and Facilities)
• Manage client relations ensuring customer satisfaction

Miami, Florida, US

• Responsibilities:
• Developed and successfully launched LIME Telemarketing campaigns
• Responsible for call list generation and analysis and implemented the relevant changes to ensure success
• Responsible for forecasting targets and metrics for the LIME Telesales Team
• Day – To – Day Responsibility for the overall operations for the LIME Telesales Team
• Developed and launched various success telesales initiatives