Hamilton Cecil Prescott
Arima
Summary
#OneBandOneSound- Is a daily Motto I use which has proven to be effective over the years. Leading and motivating others is more than just a passion, it's a way of life. The goal is to use these traits to drive excellence within any team I'm responsible for leading, which, in-turn, naturally produces the required results to move not just the department, but the business forward.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager, Digital and Telesales Channel
Cable & Wireless Communication
03.2021 - Current
- Continuously monitored sales trends to pivot where necessary to ensure success.
- Identify processes for improvement. This assisted in moving the Digital Sales team from 18% to over 30% conversion.
- Manage the execution of 3-7 Telesales campaigns monthly.
- Ensured operational processes and incentives are in place for agents to maximize on opportunities.
- Conducts weekly and monthly Operation Process Reviews with all teams to evaluate performance, identify opportunities for improvement and create plans to drive actions for agreed improvements.
- Conceptualized and implemented incentive plans to improve performance.
- Clearly communicated progress of monthly/quarterly initiatives to internal stakeholders through weekly briefing sessions.
- Collaborated with sales team to identify and grow opportunities within territory.
- Successfully achieved sales target/conversion rate MoM for both Telesales and Digital Sales. Moving both team from an average of 22% and 18% to +30% and +29% respectively.
- Develops training plan based on the needs identified.
- Used a balanced approach to customer, financials, people and process.
- Proactively coach and support the team to give them the best opportunity to succeed in channel and with their career at CWC.
- Fosters a healthy, family-oriented environment, filled with energy to keep moral at 100%
- Utilize tools to motivate and inspire the team to achieve results.
- Empower my team to make decisions and solve challenges.
- Work along with my HOD to perform succession planning and career development.
- Implemented Reward and Recognition activities through Employee of the month acknowledgement, prizes etc.
- Created an environment where feedback is encouraged and used for growth and development.
Associate Manager Inbound Sales
Cable & Wireless Communication -Trinidad
01.2019 - 03.2021
- Ensure operational processes and incentives are in place for every Customer Service or Sales Agent to maximize opportunities for upsell or cross sell
- Identify opportunities for sales process improvement and takes the lead on plans for continuous process improvements
- Maintain a robust quality management approach which drives ongoing agent skills development while providing adequate oversight to ensure the accuracy and quality of sales
- Monitors sales calls and participate in coaching feedback to ensure productivity goals are met
- Monitor all Key Performance Indicators on a daily weekly and monthly basis to ensure positive trending towards target attainment
- Conduct Weekly Business Reviews and Monthly Calibration Sessions with Vendors and internal teams to evaluate performance, identify opportunities for improvement and create action plans to drive improvements
- Make recommendations to senior management on actions to improve operational efficiencies
- Ensure that appropriate tools, techniques, and standards are being utilized to meet objectives
- Publicizes sales performance to the sales teams and stakeholders
- Maintains a leader’s board
- Ensures that every agent is trained to provision their sales orders and has the relevant access to all required tools and CRM systems
- Prepares Weekly Business Reviews documents and arrange Monthly Calibration Sessions with Vendors and internal teams to evaluate performance, identifying opportunities for improvement and creates action plans to drive improvements.
Supervisor Customer Care-CC
Cable & Wireless Communication -Trinidad
01.2014 - 02.2019
- Understand customer service business goals and identify gaps in performance, productivity, quality and cost at the agent and team level
- Identify opportunities to implement innovative approaches and to maximize efficiency while maintaining high morale
- Ensure individual and team quality scores meet program goals by consistently participating in the call monitoring and reporting process
- Foster an environment reflective of company’s expectations
- Identify and resolve operational, performance and training issues or concerns
- Maintain positive, consistent and effective communication channels with agents and supervisory team
- Develop and deploy motivational incentives and programs
- Provide coaching and development on a daily basis and perform employee evaluations
- Understand and implement policies and procedures such as agent schedule adherence, attendance etc
- Prepare daily plans for direct reports in the Contact Center to ensure sales targets are meet WoW/ MoM
- Achieved top Sales Supervisor and top Sales Team in 2017.
Service Delivery Coordinator
Columbus Communications Barbados Limited
01.2012 - 01.2014
- Directly manages the Customer Care, Dispatch, Technical Assistance, Customer Care-Retail and Quality Control departments
- Interviews, hires and trains employees
- Plans, assigns, and directs work
- Appraise performance, rewards and disciplines employees, addresses complaints and resolves problems
- Maintains excellent employee and customer satisfaction indexes by planning and measuring departmental performance standards for individual contributors, seniors and supervisors
- Collaborated with internal business partners to proactively develop metrics improvement initiatives
- Motivated and generated enthusiasm among employees, thereby promoting strong morale
- Recommends modification to and implementation of growth strategies
- Assists in establishing clear roles, direction, responsibilities, and performance requirements for the overall team
- Assists in skills assessment by measuring and reviewing periodic performance, delivering feedback, assessing reactions, and responding appropriately
- Promotes retention of valuable resources and develops capabilities to advance key business initiatives
- Assists in providing tactical planning to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness in conjunction with internal organizations
- Effectively executes on contractual KPI’s
- Review and implement business process to enhance overall customer satisfaction (internally and externally)
- Review and action escalated customer queries
- Uplifts team members daily ensuring that all teams are comfortable
Quality Assurance and Retention Specialist
Columbus Communications Trinidad Limited
01.2008 - 01.2012
- Participated in the design of call monitoring formats and quality scales and standards
- Performed call monitoring and provided data to respective site manager
- Developed and implemented various pricing, product, system and soft skill evaluations
- Formulated and implemented various policies and procedures (Trinidad and Barbados)
- Compiled and deployed a variety of training manuals companywide (Trinidad and Barbados)
- Lead training sessions in the Customer Relationship Management application (CRM)- Trinidad, St. Lucia and Barbados)
- Provided direct supervision and direction to staff after CRM training (Trinidad, St. Lucia and Barbados)
- Lead a variety of successful one on one and group coaching sessions which contributed to an overall adherence upgrade
CRM Plus Advocate/ Trainer
Columbus Communication Trinidad Limited
- Introduce/ Welcome new hires to the organization (Trinidad, Barbados and St. Lucia)
- Review internal processes (Trinidad, Barbados and St. Lucia)
- Training new employees on our Billing application CRM (Trinidad, Barbados and St. Lucia)
- Participate in nesting initiatives for new hires (Trinidad and Barbados)
- Prepared Training schedules
- Prepared Training manuals
- Knowledge and Process Auditor Trinidad and Barbados
- Reviewed all training materials
- Prepared and administered a revised training agenda
- Prepared process and system evaluations
- Administered examinations to new and existing employees on internal processes and billing application
- Provided feedback to HOD on evaluation results
- Suggested recommendation for improvement
Customer Service Representative
Cable & Wireless Communication -Trinidad
01.2007 - 01.2008
- Recording of all incoming complaints and queries
- Assisted and resolved customer’s queries and concerns over the phone
Education
St. Augustine Senior Secondary Comprehensive
St. Augustine Trindad09.1999
Mt. Hope Junior Secondary
Lambert, Trinidad, Mt.1997
Skills
- Project management
- Adaptability and flexibility
- Attention to detail
- Team collaboration
- Conflict resolution
- Problem-solving aptitude
- Effective communication
- Active listening
- Empathy and understanding
- Time management
Certification
Computer Literacy- Grade A
Microsoft Office Specialist (MOS)- Grade A
Supervisory Management- Trinidad-Grade A
Supervisory Management, Barbados- Grade A
Timeline
Manager, Digital and Telesales Channel
Cable & Wireless Communication
03.2021 - Current
Associate Manager Inbound Sales
Cable & Wireless Communication -Trinidad
01.2019 - 03.2021
Supervisor Customer Care-CC
Cable & Wireless Communication -Trinidad
01.2014 - 02.2019
Service Delivery Coordinator
Columbus Communications Barbados Limited
01.2012 - 01.2014
Quality Assurance and Retention Specialist
Columbus Communications Trinidad Limited
01.2008 - 01.2012
Customer Service Representative
Cable & Wireless Communication -Trinidad
01.2007 - 01.2008
CRM Plus Advocate/ Trainer
Columbus Communication Trinidad Limited
St. Augustine Senior Secondary Comprehensive
Mt. Hope Junior Secondary
Similar Profiles
Andray AllenAndray Allen
Cable Lineman at Cable Tex CommunicationCable Lineman at Cable Tex Communication
SRINIVASARAO GOKAPAISRINIVASARAO GOKAPAI
HEAD of Technical Operations & Administration at THAMIZAGHA CABLE TV COMMUNICATION LTDHEAD of Technical Operations & Administration at THAMIZAGHA CABLE TV COMMUNICATION LTD
Jacki ClucasJacki Clucas
Human Resource Manager at Cable Communication Services, LLCHuman Resource Manager at Cable Communication Services, LLC