Sharon Ramlall

Identified operational and performance issues and worked with teams and vendors to resolve customer concerns. Analyzed performance and provided actionable solutions. Supported teams and vendors in performing upgrades/maintenance/corrective measures. Monitoring and performance after Upgrade / New node integration Network KPIs Reports builds.

• Managed, coordinated, tested and rolled out different voice and data branded Products and services for 180,000 customer base. Build and analyzed data for the active CX users and used the outputs to guide the marketing and sales teams on revenue generated. Minimized any degradation in the prefromace by developing reusable BI reports .
• Coached a team of 12 sales and marketing staff and retail vendors and launched a program for readily 24/7 support.

Led the transition to a paperless practice by implementing electronic reports for faster, safer and more accurate network optimization and identification of network faults resulting in service degradation to the customer. This was developed and analyzed using excel, BI, and SQL Tools.

Managed, Tested, Trained and Roll out Digicel’s only Electronic Prepaid Top-up System.This involves training the Sales and marketing staff [Locally and other Digicel Markets within the Caribbean], customer service personnel, staff at flag shops and technical staff.

Engaged and implemented new distributors/ wholesales/ retailers’ requirements. Manage and analyses KPIs for this platform.