Susanne Downes
St. Silas Heights,St. James, Barbados
Summary
Strategic and results-oriented business leader with experience in strategy, planning and operations. Skilled in developing and executing business plans to maximize profitability, streamline operations and maintain compliance with industry regulations. Proven people leader motivates and optimizes staff performance and productivity. Versatile senior manager with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in the highly competitive Tourism and Telecoms industries.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Managing Director
Sales and Service Solutions Inc.
01.2013 - Current
- Management Consultancy firm that offers Sales training, Sales Process Evaluation and Sales Process Change Management
- Customer Service Training, Customer Service process evaluation, Customer Service process change management, Customer Journey Mapping
- Marketing and Project Management Services.
Head of Home and Entertainment
Digicel Barbados
09.2018 - 12.2021
- Responsible for the full operation of the Digicel fixed line business from sale to installation and after care
- Developed sales and marketing strategy for Home and Entertainment sales and operations
- Tracked and reported on performance against KPIs
- Managed sales and operations teams of the fixed line business for Barbados
- Turned around negative sales and revenue trends through aggressive sales management strategy
- Led a team of 28 sales agents inclusive of 1 sales manager.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and satisfaction.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Directed marketing strategies to increase brand awareness, generate leads, and grow market share within highly competitive industry.
- Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, to promote collaboration and long-term success.
- Launched new products or services by conducting comprehensive market research studies and tailoring offerings based on customer needs analysis.
Head of Customer Operation
Digicel Barbados Ltd.
11.2015 - 08.2018
- Responsible for driving key operational processes within the business that impact on customer experience
- Managed Customer Experience, Process Management and Project Management
- Managed the relationship between Digicel Play's customers and the company
- Managed the relationship between Digicel and the telecoms regulators
- Delivered consistent Net Promoter Scores above +30
- Managed a call center relocation project
- Conducted full RASCI review with all departments to complete process review and promote better inter-departmental relations and more efficient customer service delivery.
Vice President Consumer & SME Sales/Customer Experience Manager
Cable & Wireless LIME
01.2009 - 01.2013
- Responsibility for all Retail and Small/Medium Enterprise sales channels as well as customer relationship management in Barbados for LIME
- Developed sales and marketing strategy to deliver on KPIs for both sales and customer experience
- Managed a team of 6 SME sales executives
- Executed the remodeling and re-branding project from Bmobile to LIME
- Delivered over 25 million dollars in new revenue from mobile airtime sales per annum
- Improved customer satisfaction NPS score
- Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
Vice President, Mobile
Cable & Wireless LIME
01.2008 - 01.2009
- Strategy development and implementation to deliver on the KPIs set by the board
- Successfully defended market share in a newly liberalized telecoms market in Barbados
- Developed strategy to retain and grow high-value mobile postpaid customer base
- Led a team of over 60 sales and support agents.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and satisfaction.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Directed marketing strategies to increase brand awareness, generate leads, and grow market share within highly competitive industry.
- Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, to promote collaboration and long-term success.
- Launched new products or services by conducting comprehensive market research studies and tailoring offerings based on customer needs analysis.
Communication Stores Manager
Cable & Wireless LIME
01.2005 - 01.2008
- Created and maintained a profitable and highly customer-oriented sales operation
- Managed over 40 team members in 5 locations across the island.
Education
No Degree - Executive Training Organisational Change Managemen
Cranfield University
01.2009
No Degree - Certification in Call Center Management
Customer Operation Performance (COPC)
01.2007
Master of Science - Project Management And Evaluation
UWI, Cave Hill Campus, Barbados
Barbados01.2005
Bachelor of Science - General Management
UWI, Cave Hill Campus, Barbados
Barbados01.2000
Skills
- Sales Leadership
- Mentoring and Training
- Recruitment Strategies
- Staff Management
- Data-Driven Decision-Making
- Operations Management
- Revenue Generation
- Time Management
- Remote Office Availability
- Market Research
- Problem-Solving
- Analytical and Critical Thinking
- Written Communication
Personal Information
- Citizenship: Barbadian
- Nationality: Barbados
Training
- Basic, Intermediate and Advanced Customer Service LIAT
- Air Lingus Supervisory Management Customer service
- Service First Training Virgin Atlantic
- In house Sales Training Virgin Atlantic Airways
- Be Best Customer Service Training
- NISE World Class Customer Service Bench marking Study Tour - October 2006
- COPC certified Registered Coordinator for Customer Service Providers - Kenwin Latin America
- Forecasting and Budgeting - BIMAP
- Negotiation Skills Training - Scotsworks Institute
- Interviewing & Employee Evaluation Techniques - American Management Association (AMA)
- Delivering Excellent Customer Service - American Management Association (AMA)
- Gallup Q12 Train the trainer programme
- Objectives Setting, Appraisal and Coaching Techniques - American Management Association (AMA)
- Certified CVQ Level 4 Assessor for Customer Service - TVET Council
- CVQ External Verifier Training - TVET Council
- Risk Management in Development Projects - edX/IADB (ongoing)
Certification
CVQ/NVQ Level4 Customer Service & Management Assessor Training
National Vocational Qualifications External Verifier
Certified NVQ/CVQ level 4 trainer in Customer Service and Management
Developed and delivered CVQ level 2 Customer Service training to 6 cohorts of 15-20 persons each and supervised their portfolio preparation.
Timeline
Head of Home and Entertainment
Digicel Barbados
09.2018 - 12.2021
Head of Customer Operation
Digicel Barbados Ltd.
11.2015 - 08.2018
Managing Director
Sales and Service Solutions Inc.
01.2013 - Current
Vice President Consumer & SME Sales/Customer Experience Manager
Cable & Wireless LIME
01.2009 - 01.2013
Vice President, Mobile
Cable & Wireless LIME
01.2008 - 01.2009
Communication Stores Manager
Cable & Wireless LIME
01.2005 - 01.2008
No Degree - Executive Training Organisational Change Managemen
Cranfield University
No Degree - Certification in Call Center Management
Customer Operation Performance (COPC)
Master of Science - Project Management And Evaluation
UWI, Cave Hill Campus, Barbados
Bachelor of Science - General Management
UWI, Cave Hill Campus, Barbados
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