• 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. • Full responsibility for all customer facing touchpoints (Contact centers / Retail Stores / Technicians) • Provides oversight of all products and services to ensure agreed standards are being consistently delivered.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. Full responsibility for all customer facing touchpoints (Contact centers / Retail Stores / Technicians) Provides oversight of all products and services to ensure agreed standards are being consistently delivered.

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. • Developed and implemented a successful Data growth strategy which saw substantial YoY Data revenue growth.• Developed and implemented a successful business solution growth strategy which saw 20% revenue growth YOY.

•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•Conducts performance reviews for direct reports.

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, customer-facing teams and support teams of the Customer Care Department; Responsible for driving improvements relating to people, process, policy and systems within the department. Major projects/activities include:• 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 • Instrumental in the development and launch of all new promotions and new product • Full responsibly for delivering CAPEX & OPEX budgets • Proven track record in managing large team with over 700+ employees• Instrumental in day-to-day commercial decisions

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 improve all operational process to continuously improve our customer service delivery: •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.•Identify financial and operational levers for improving key processes or managing risks from business development to project execution and close-out•Establish key performance indicators, method for measuring project success and milestones•Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and results-oriented manner•Ensures that all KPI targets are met through effective strategic planning – including Service Level, Customer Handle/Response times across all customer touch points.

•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 requested•Daily analysis of call stats, departmental efficiencies ensuring that interval, daily weekly and monthly reports are published and that reporting is accurate completed timely and structured in such a way that enables efficient decision making•Reviews handle time, (AHT), RTA on a macro level determining impact on Service Level •Escalation of system issues and call center tools and application to with technical team following up on resolution and ensuring that issues are resolved as per agreed SLA•Manage the implementation of the new AVAYA AURA contact center solution •Assist in the re-forecast and preparation of customer OPEX budget •Manage the outsource partner relationship ensuring all KPI’s are achieved and exceeded in keeping with business target (Operation of 350 agents and management staff)•Owned and executed all manpower requirements to deliver on customer care transformation project•Responsible for the delivery of monthly board performance management report (All Markets) •Designed and implemented customer care reporting data warehouse

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 satisfaction. Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit. Responsibilities:• 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 • Manage the P&L, planning, staffing and budget of the business unit in multiple locations • Establish and evolve methods to measure and improve operational efficiency and effectiveness of the business unit (I.E KPI such has quality assurance)• Utilize and develop sales strategies to ensure all potential revenue earned for the client and business unit • Provide managerial leadership mentoring and coaching to all members of the management team. Develop operational objectives and with the LOB manager to ensure delivery • Conduct performance review for all personnel and ensure the relevant feedback and corrective measures are implemented • Establish best practices and develop business processes • Workforce management ensuring the correct scheduling and resource required are attained in correlation with client forecast • Full financial responsibility for the business unit ensuring the forecasted ROI are met and exceeded EBIT

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• Responsibly for all sales and revenue targets for the consumer group (IE. Retail, Partner Sales & Telesales)• Developed various commercial initiatives for the consumer group (IE. Promotions & New Product Launches) • Integral in product development of various products and service • Initiated and managed all outsourced relationships ( 3rd party agencies)• Developed and implemented incentive schemes for the consumer channel • Integral in the launch of the new retail concept growing the retail footprint• Instrumental in the product development and launch of the broadband portfolio (I.E ADSL & Netspeak) and the creation of the Telesales Channel to increase the ADSL subscriber base from 1700 – 86000 active subscribers over a 3year period.• Instrumental in the development of the channel to market strategy and provisioning process for service delivery of the broadband portfolio • Analyzed and monitored the retail and telesales channel performance to ensure all sales targets were met and implemented procedures and initiatives to ensure this was done • Implemented and executed the sales and commission structure for the retail and telesales channel • Provided daily channel performance reports to the VP Of Retail and the Telesales Manager • Designed and executed the training program for the telesales and order management CSR• Worked closely with the product development team on the development and launch of various products and services (Prepaid POTS)