Sonia Quamina Email & Phone Number

I supervise the regional team and manage the department's budget for its Trinidad operations. I use the budget to drive process improvements through our VoC program (voice of the customer), training activities for over 200 team members, and customer engagement activities. ● Successfully managing the operational flow, and regional budget of the department.● Conceptualise, produce and distribute customer-focused content (video and written) to regional staff, keeping service, metrics and the voice of the customer top of mind. I am proud to say that my videos have an average 71% view-through rate. ● Coordinating and facilitating seven (7) Customer Experience training and development activities. ● Facilitate cross-functional Voice of the Customer (VoC) insight reviews and process improvement meetings with internal stakeholders.● Successfully oversees the Contact Centre quality assurance programme for both Barbados and Trinidad and Tobago, including monitoring metrics and facilitating training.● Contributing to competitor and industry research.● Contributing annually to the production of customer journey maps using data and other sources of insight.● Managing customer complaints, investigations and resolutions and reporting findings to internal stakeholders.● Managing regional Sagicor General Insurance conservation and retention projects such as • Customer Service Week, • Customer recovery gifts • Customer Birthday Cards, Holiday giftsYes, I still find ways to create magic moments with our customers aside from insurance while not stepping too much on Marketing's toes. ● Leads Customer Engagement projects● Supervises and guides CX staff including scheduling and assigning work and reviewing performance.

I manage the department's budget for its Trinidad Operations using it to execute our VoCs (voice of the customer), training activities for over 100 Sagicor Staff members and customer engagement activities. That information is then collated and used to drive the changes necessary to in organization which improves our overall revenues. ● Successfully managing the operational flow, and budget of the department.● Coordinating and facilitating seven (7) Customer Experience training and development activities. ● Facilitate cross-functional Voice of the Customer (VoC) insight reviews and action-planning meetings with internal stakeholders.● Communicating monthly the customer experience strategy to the organization.● Coordinating the Annual customer satisfaction survey, Producer Survey and Customer summits.● Managing the collation of all customer data and feedback.● Contributing to competitor and industry research.● Contributing annually to the production of customer journey maps using data and other sources of insight.● Coordinating the publishing of approved customer metrics in the local media.● Managing customer complaints, investigation and resolutions.● Managing Sagicor General Insurance conservation and retention projects such as • Customer Service Week, • Customer recovery gifts • Customer Birthday Cards, Holiday giftsA fancy way of finding ways to touch the customer aside from insurance while not stepping too much on Marketing's toes. ● Leads Customer Engagement projects

Trinidad And Tobago

● Assisted with the planning and execution of marketing strategies to achieve company's objectives;● Monitored annual marketing budgets; ● Assisted with the execution of marketing campaigns initiatives; including monitoring, conducting business analyses and other initiatives to determine effectiveness of programs;● Completed of all compliance forms and other regulatory required documentation within the required time frames.

Trinidad And Tobago

Master Of Business Administration - Mba, Marketing

Post Graduate Diploma In Marketing (Pgdip), Marketing

Emerging Themes Marketing Leadership and Planning Managing Corporate Reputation Analysis and Decision

Acim (Digital Strategy), Marketing

Strategic Marketing Mastering Metrics Digital Strategy Stakeholder Marketing Marketing Essentials Assessing the Marketing Environment.