Hi, I’m
Zuena James Daniel
Siparia
Summary
A seasoned leader in digital transformation and strategic growth, I have driven significant advancements at Digicel Group, leveraging skills in product development, content curation, and customer experience. My approach has consistently resulted in enhanced business outcomes, including a notable increase in user engagement and satisfaction. My expertise spans competitive analysis and strategic execution, underpinned by a commitment to excellence and innovation.
Overview
18
years of professional experience
Work History
Digicel Group
Commercial & Business Manager - Digital Services
04.2023 - 03.2024
Job overview
- Secured and managed new business for the SportsMax app inclusive of programme & event sponsorship, advertising and in app game partnerships.
- Developed and executed commercial plan for the crossover introduction of Disney + from TV & broadband offering only to also include a mobile offering that could be purchased with mobile credit.
- Instituted data-driven approach to decision-making, leveraging analytics to guide business strategies for the development of existing and new digital apps and solutions.
Digicel Group
Head of D'Music & GoLoud
04.2022 - 04.2023
Job overview
- Lead a remote team in the commercial, marketing , content and engagement operations of Digicel's two successful audio apps called GoLoud & D'Music
- Developed and executed strategic plans for both apps across 32 markets, leading to significant business growth and a combined user base of over 200,000 users .
- Managed budgets, resources, and timelines effectively to ensure the successful completion of all projects such as album releases and live events , podcast productions and artiste partnherships
Digicel Group
Group Content Product Manager -Digital Apps
04.2020 - 04.2022
Job overview
- Launched and managed the GoLoud Radio and Podcast, application with growth of +50k monthly active users within 3 months of operations.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
- Analyzed metrics to measure product performance.
Digicel Trinidad and Tobago
Content Acquisition Manager
10.2019 - 07.2020
Job overview
- Negotiated favorable contract terms with content providers, ensuring quality content at reasonable costs.
- Developed long-term relationships with key industry partners, facilitating ongoing access to exclusive and sought-after content.
- Coordinated cross-functional teams involved in the acquisition process, streamlining communications and improving overall efficiency.
- Monitored competitor activity to stay informed on industry developments and maintain a competitive edge in the marketplace.
Digicel Home & Entertainment
Product And Pricing Manager
05.2018 - 10.2019
Job overview
- Developed and implemented favorable pricing structures balancing firm margin objectives against customer targets.
- Orchestrated the design, build and launch of the Modern Fibre product line to expand market share and lower direct costs
- Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance campaigns.
- Worked closely with Digicel group Content Managers to source and curate new content to meet local and regional customer demands.
- Re-designed and re-positioned Digicel Home & Entertainment Video On Demand offering to better match local events , holidays and cultural happenings resulting in a 60% increase in VOD purchases.
- Successfully managed the migration of legacy customers to a new product suite by careful segmentation using viewing preferences, spend and other usage patterns to create targeted campaigns.
- Ensured smooth roll out of changes and new launches through detailed product briefs and other supporting documents to be used by customer facing teams to train and coach staff.
Digicel Play
Customer Experience Manager
08.2015 - 05.2018
Job overview
- Launched and maintained a successful NPS Program of SMS and Email surveys through the Satmetrix and Qualtrics CEM Platforms
- Maintained an NPS score of + 30 over 2 years for the newly launched Digicel Play , a score 7 points above industry standard
- Regular monitoring, reviewing and weekly reporting on the key sources of feedback including NPS, CSAT, customer analytics, customer verbatim etc.
- Used feedback received to launch initiatives such Customer Care Quality Management, Customer Service and Product Training for Installers and Technical Staff, Case Management and Outage Management Communication
- Managed the internal and external communication for all new promotions, products and services inclusive of scripting
- Planning and building with the Commercial team to design products and services to ensure that its structure and execution is in keeping with the company’s standard of customer service
Digicel
Network Operations Centre Team Lead
04.2011 - 08.2015
Job overview
- Direct supervision and development of assigned staff working on a shift system.
- Ensured that the network KPIs RAN, Core and International Network Availability and alarm count were consistently met and efficiently managed. ,
- Coordinated first level support from the NOC to the technical department and ensured the accuracy of all follow up reports.
- Managed and reported on incident management, planned work management and contractor management processes within the NOC and ensured all process and network metrics were well within KPIs limits for all NOC managed territories.
- Managed and enforced the Technical department’s outage management process for critical outage response and provided weekly reports on resolution actions for all outages.
Digicel Trinidad and Tobago
Network Operations Centre Technician
03.2008 - 04.2011
Job overview
- Monitored critical RAN, Power and IT alarming for 200 + sites across the Digicel network
- Assisted in testing and planned maintenance for the launch of new equipments and services.
Digicel Trinidad and Tobago
Customer Care Technical Agent
08.2006 - 03.2008
Job overview
- Improved customer satisfaction by resolving complex technical issues in a timely manner.
- Managed high-stress situations calmly and professionally, promoting a positive work environment for team members.
- Reduced average call times with effective communication and efficient problem-solving skills.
Education
Trinidad And Tobago Institute of Technology, Brechin Castle, Couva
Bachelor of Engineering Technology from Telecommunications
2003
St. Joseph's Convent, San Fernando
High School Diploma
2000
Skills
- Product Development & Management
- Content Curation
- Content Sourcing
- Customer Segmentation
- Competitive Analysis
- Market Analysis & Understanding
- Strategic Planning and Execution
- Customer Experience & Service
- Customer Journey Mapping
- Key Performance Indicators
- Reporting
Hobbies , Interests & Personal Accomplishments
- Reading - Caribbean Literature & African Fiction
- Coffee Culture - Barista in Training
- Fitness & CrossFit
- Lifestyle Blogging
- Owner & Head Creator at The Inspiweartion Boho Jewelry Line
Timeline
Commercial & Business Manager - Digital Services
Digicel Group
04.2023 - 03.2024
Head of D'Music & GoLoud
Digicel Group
04.2022 - 04.2023
Group Content Product Manager -Digital Apps
Digicel Group
04.2020 - 04.2022
Content Acquisition Manager
Digicel Trinidad and Tobago
10.2019 - 07.2020
Product And Pricing Manager
Digicel Home & Entertainment
05.2018 - 10.2019
Customer Experience Manager
Digicel Play
08.2015 - 05.2018
Network Operations Centre Team Lead
Digicel
04.2011 - 08.2015
Network Operations Centre Technician
Digicel Trinidad and Tobago
03.2008 - 04.2011
Customer Care Technical Agent
Digicel Trinidad and Tobago
08.2006 - 03.2008
Trinidad And Tobago Institute of Technology
Bachelor of Engineering Technology from Telecommunications
St. Joseph's Convent
High School Diploma
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