Edna S. T Thompson, Mpa(Cum Laude) Bsc Email & Phone Number

Liberia

Liberia

• Identify opportunities to boost sales and profitability by leading the sales team in acquiring all levels of customers across multiple industry verticals• Manage organizational sales by developing a business plan that covers sales and expense control.• Initiate and grow strategic partnerships and large account sales while leading and negotiating contracts with clients to ensure that both parties are satisfied with the terms of the agreement• Identifying potential customers and developing new business opportunities through networking and referrals from existing customers• Building relationships with current clients to increase sales through repeat business from existing customers• Developing plans to increase revenue within existing markets while identifying new markets that could provide future growth opportunities• Establishing pricing structures for products or services to ensure profitability• Build and motivate teams for personal and company development

Monrovia, Liberia

• Leading all aspects of the strategy and operations of key parts of the business covering: marketing and brand development, sales & distribution, customer value management, human resources, partnerships, and regulatory relations in driving the business objective• Designed and led on the formation of key projects to include MTN women program, Yello scholars, and Smart Liberia initiatives to drive diversity, talent pool and a youth driven organization• Provide governance and coordination of country-wide activities including critical business issues agreed actions and follow-up in a timely manner• Report, analyze and oversee the preparation of Board and Management documents• Own, analyze and make recommendations on project request to provide effective, proactive, and commercial support• Act as a link between CEO and direct reports; working behind the scenes to solve problems, mediate disputes, and deal with issues.• Weekly management team update -provide key board level reports for CEO where required, e.g. Operational reviews/ budget reviews

Monrovia, Liberia

• Launched first customer experience call center with an instant resolution hotline to immediately resolve billing issues; improving billing NPS (Net Promoter Score) WoW-2014• Developed the overall CEX plan within the OpCo in collaboration with the executive team to drive customer experience effectiveness within the OpCo• Ensured the successful delivery and implementation of OpCo specific P10 plan by providing project management, analytical support, and customer experience expertise• Co-created a blueprint with technology for enablers to customer experience framework thereby improving team productivity by 80%- including, real time reporting• Put in place an organizational structure and up-scaling analysis to ensure program was successfully implemented and executed on a group and operational level

• Project-managed the product development process through the coordination of cross functional teams to bring the product or service to market within agreed timelines.• Ensured quality assurance of products and services to 85% by effectively communicating and testing of all product and services before go to market• Developed Product Concept Document (PCD) and followed through for timely sign off and implementation.

Liberia

• Work with Ministry on implementing Projects• Support Minister Office• Support the Adolescent Girls Unit

• Implemented customer service requirements through surveys, focus groups and benchmarking best practices improving staff performance by 40%• Successfully implemented new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels.• Increased customer retention by 30%.• Developed staff training programs and reference manuals for effective day to day running of the shops• Prepared investment and expansion plans for service centers.

Liberia

• Market Analysis-Conducted periodic survey to measure customer satisfaction, awareness, and attitude there by improving customer retention by 25% MOM• Market Forecast-Projected market opportunities adapting products to suit the needs of customer group improving revenue by 12%• Competitor Intelligence-Gather Information on all networks• Provided clear insight on media monitoring and competitors activities.

Monrovia, Liberia

Master Of Public Administration (Mpa), 3.4

Certificate, Business, Management, Marketing, And Related Support Services, Pass

Activities and Societies: . Developing the Capacity to think strategically Competitive Marketing Strategies Establishing Team Goals.

Bachelor Of Arts (Ba), Sociology, 3.32-Cum-Laude

Certificate, World Class Caring For Customers, Pass

Activities and Societies: Customers Service expertsWorld Class Caring For Customers

Certificate, Enterprise Risk Management & Control Self-Assessment, Pass

Activities and Societies: Enterprise Risk Management & Control Self-Assessment

Certificate, Project Management, Pass

Activities and Societies: PROJECT MANAGEMENT

Certificate, Champions For Change-Leadership Training, Pass

Activities and Societies: Champions for Change-Leadership Training