Oneil Brown Email & Phone Number

Jamaica

•Managed a portfolio valued over 30 million USD through coordinated servicerelated activities with a focus on effective and timely communication to boostcustomer satisfaction and retention levels to ensure business continuity.03/2023 – presentJamaica•Acted as a single point of contact for all escalated service issues concerningstrategic and enterprise customers actively driving KPI for customer service.•Managed incident resolution to meet service level agreement (SLA) whileupholding a positive customer experience safeguarding the company’scommitment to service quality.•Created, updated, and managed the service database guaranteeing the availabilityof critical information (topologies, inventories, and contact databases) tominimize mean time to restore (MTTR) for customer service.•Led service performance reviews and developed service improvement plans and amonthly or quarterly basis continuously striving for service enhancement.•Led the creation of a service development plan identifying revenue growthopportunities where applicable to strengthen the company's financial position.•Played a key role in the successful execution of product and serviceimplementation projects for strategic and enterprise customers including changeorders and upgrades.•Managed service-related communication and built strong relationships with Clevel enterprise customers providing personalized support and ensuring that theirneeds were met.•Oversees the time and production of service-related reports keeping stakeholdersinformed and allowing for data-driving decision-making.•Actively participated in improving team performance and development fostering aculture of continuous growth and excellence.

Jamaica

Managed over 4 million USD in Digicel assets through;• Prepare the weekly and monthly forecasting report to evaluate the actual financial performance of the Business Solution Unit and conduct variance analysis relative to budget.• Lead the weekly forecast and sales pipeline meeting to ensure the sales team and the service delivery unit are on track to meet the monthly target of USD 60,000.00 (9.2 million JMD).• Audit the billing system regularly to ensure the accuracy of tariff rates; review and analyze billing data, rate plans, and billing system table to determine areas of revenue leakage.• Work collaboratively with the products team to ensure rates are configured correctly.• Ensuring all Tariff Adjustment Documents are processed within defined timelines (ICT).• Develop tools, templates, and processes to assist in the automation of workflow.• Revenue risk monitoring and analysis.• Work collaboratively with cross-functional teams to identify, analyze, develop and test additional revenue assurance checks Manage Customer Database.• Manage, invoice, and improve Mobile Advertising Process.

Jamaica

Actively managing customer experience through;• Provided superior services and responded to customer needs by answering questions and providing detailed information about various banking products.• Generated over 115 million USD in revenue by building a robust client base portfolio.• Constantly exceeding the target by 130%.• Enhanced sales operations through relationship building and development of new sales strategies, cold calling techniques, and customer follow-up.• Managed the ticket system to reduce the Service Level Agreement (SLA) to 3%.• Supervised, trained, and mentored staff, resulting in consistent team achievement.• Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.• Consistently serviced accounts to maintain active contacts and continuously promote profitable offerings.• Created innovative financial solutions to meet customer needs and provide a competitive edge.• Assisted customers with setting up new services and closing accounts,• Completing loan applications for (Credit Cards, Unsecured / Secured Loans, and Mortgages and following up with the Adjudicator for final approval.• Act as an adjudicator during their absence.

• Preparing monthly audit schedules for various departments• Performing daily audit to ensure compliance with the Company’s policies and accounting procedures • Closing of invoices for payroll preparation• Ensuring goods returned, that are made for merchandise adhere to company policies• Liaise on with inventory manager to track the movement of merchandise• Liaise on with the purchasing department to ensure the correct costing of merchandise and warranty invoices are still under claim • Communicating audit findings and making recommendations• Performing daily audit on the customer’s account for outstanding payments and follow up on company’s after services• Preparing credit notes to customers• Filling and organization data• Any other duties assigned

Certificate, Managment Studies

Bachelor Of Business Administration (Bba), Finance And Banking With Minor In Economics