Sales Customer Service

Oliver C. Haynes

* ***** ***** *****

Porters

St. James S12

BARBADOS

246-***-**** (h)

246-***-**** (cell)

************@*****.***

Professional Career

Capability Summary

. Prepare and manage project plans to meet client schedules and budgetary

or operational requirements.

. Develop sales & marketing strategies to deliver upon marketing

programmes.

. Manage product/service development activity, market research and sales

training programmes in keeping with Key Performance Indicators.

. Establish, maintain and develop supplier, distributor and customer

relationships to company benefit.

. Design, negotiate and complete company contracts with partners,

customers, suppliers, or third party organisations.

1. Initiate and negotiate strategic partnerships alliances.

1. Negotiate and develop service contracts and pricing plans

May 2005 - Mar 2008

Integrated Telecom International Inc. (ITI)

Summerland House, Prospect, St. James

CEO

Responsibilities

. Responsible for the long term strategic thinking and associated

planning for ITI.

. Prepare and manage the organisation to meet customer schedules,

budgetary and operational requirements.

. Decide and guide courses of action in operations of ITI.

. Oversee operations and the policies of the organization.

. Manage the financial and human resources of the organisation.

. Provide leadership in the development of the organisation's statement

of vision, mission, and goals, and the corresponding strategies,

plans, and budgets to achieve them.

Apr 2003 - Apr 2005

Barbados Business Machines Limited (BBM)

Warrens, St. Michael, Barbados

Head of Department - Manager Sales and Marketing

Purpose

. Recruit and train a sales/account management team with the ability to

successfully sell BBM's complete range of products and services

. To drive the growth of the company's multi-function device business

within the Barbados. Focus on growth in revenues and customer

satisfaction.

. Closely monitor operational functions (such as network operations and

billing) to insure standards are consistently met.

Responsibilities

. Ensure best in class customer service for all customers.

. Direct the administration of the Sales Strategy for BBM.

. Ensure the development of all employees within the department.

. Liaise with all departments (locally and those within Regional

Business Partners) to contribute to the development of the regional

sales strategy.

. Assist the Managing Director in matters relating to the performance

and image of the company.

. Achieve efficient and effective implementation of all BBM

products/services.

. Monitor and liaise with all functional departments to insure that each

department meets requirements needed to implement and support the

organisation's sales efforts.

. Supervise the day to day operations of the team including vacation

arrangements to ensure that the company is always adequately

represented in the marketplace.

. Provide leadership, mentoring and direction to motivate team members

as required.

. Set an example to team members at all times by demonstrating a

professional approach, a positive attitude, support for other members

of the management team and adherence to company policies and procedures

. Monitor the performance of the sales team as a whole, as well as each

individual team member, and take necessary action to bring about the

desired results.

. Undertake monthly performance review meetings with each team member

and to provide appropriate feedback during the course of such

meetings.

. Make appropriate recommendations to the Managing Director regarding

changes in general procedures which would facilitate an improvement in

the performance of the Sales Department. Development of associated

Sales Compensation Plans (Commission, Incentives, Annual Bonus, etc).

. Provide timely sales support and associated reports for all products

and services offered by BBM.

. Ensure that Service Level Agreements are stipulated and adhered to.

. Identify and present to the Managing Director, proposals for new

business activities/ventures that are open to BBM given its mission

statement, strategic plan and resource base.

2. Develop the Product Plans and associated Business Cases for all new

product and service offerings. Establish models for Total Cost of

Ownership (TCO)

. First line responsibility for attainment of company sales targets.

Mar 2002 - Mar 2003

Independent Telecommunications Consultant (Barbados)

. West Indian International Tours - Caribchoice.com

. Prepared and managed the project plan to meet client schedules,

budgetary and operational requirements.

Nov 2000 - Feb 2002

Cable & Wireless WI Limited (Anguilla)

The Valley, Anguilla

Head of Department - Data and Internet Service

Purpose

. To drive the growth of the Data and Internet business within the

Business Unit (BU). Focus on growth in revenues and customers.

. Closely monitor operational functions (such as network operations and

billing) to insure required Internet and Data standards are met and

escalate shortfalls to insure prompt resolution.

Responsibilities

. Ensure best in class customer service for all Internet customers.

. Direct the administration of the Internet Strategy in the BU.

. Ensure the development of all employees within the department.

. Liaise with all departments (locally and the Regional Office) to

contribute to the development of the regional Data and Internet

strategy.

. Assist the GM in matters relating to the performance and image of the

company.

. Achieve efficient and effective implementation of all Data and

Internet products/services.

. Monitor all functional departments within the BU to insure that each

department meets requirements needed to implement and support Internet

and Data products and services.

. Provide sales support for all Data and Internet products and services.

. Ensure that Service Level Agreements are stipulated and adhered to.

3. Develop the Product Plan and Business Case for the introduction of

ADSL in Anguilla.

. First line responsibility for attainment of Business Unit Internet and

Data sales targets.

May 1998 - Aug 2000

Cable & Wireless BET Limited (CWBET)

Wildey, St. Michael, Barbados

Account Executive - Internet and Data Service

. Specific responsibility for 'top two hundred' accounts.

. Interface with customers on behalf of CWBET in contractual,

operational and policy issues.

. Provide the function of consultative selling to prospective customers.

The product set includes but not limited to Dedicated Connectivity,

IP/VPN, eCommerce and Intranet Solutions, Web Hosting, Server Co-

location and Facilities Management.

. Involvement in all company issues related to the Internet.

Sept 1997 - April 1998

Barbados Communications Services Ltd. (BCS)

Subsidiary of Cable & Wireless

Collymore Rock, St. Michael, Barbados

Manager, Sales & Marketing

. Specific responsibility for the growth and development of cellular

market, in Barbados.

. Establishment and management of a Sales and Marketing Department at

BCS.

. Provide an interface between BCS and its customers on all sales

related contractual, operational, logistical and policy issues.

. Provide the function of consultative selling to prospective customers.

. Enhance the existing product portfolio and increase sales through the

development of an increased distribution network.

. Assist in the development of a long-term strategic plan to achieve all

of the above.

Sept 1995 - Aug 1997

Barbados External Telecommunications Ltd. (BET) Wildey,

St. Michael, Barbados

Account Executive

. Specific responsibility for the 'top twenty' accounts.

. Interface with customers on behalf of BET in contractual, operational

and logistical issues.

. Provide the function of consultative selling to prospective customers.

. Interface between customers and senior/middle management of BET

regarding policy issues.

. Involvement in all company issues related to the Internet.

April 1994 - Aug 1995

INTELSAT, Washington D.C., U.S.A.

Young Professional - Corporate and Marketing Communications

. On issues of protocol, liaise with ambassadorial staff of nations

wishing to accede to INTELSAT membership.

. Coordinate, arrange and facilitate international trade shows, in which

the organization participates. Write press releases as and when

required with specific responsibility for those issued during the

Board of Governors meeting held quarterly.

April 1992 - April 1994

Barbados External Telecommunications Ltd.

(BET) Wildey, St. Michael, Barbados.

Account Executive

. Specific responsibility for the development of Caribbean Online.

Involved in both new user and database provider issues e.g. billing,

contractual and technical. Instrumental in providing Internet access

via Caribbean Online.

Apr 1991 - March 1992

Barbados External Telecommunications Ltd.

(BET) Wildey, St. Michael, Barbados.

Marketing Representative

. The development of Caribbean Online, an online information provision

service.

. Establish and conduct usage training for Caribbean Online

Aug 1985 - Aug 1989

Barbados External Telecommunications Ltd.

(BET) Wildey, St. Michael, Barbados.

Electronic Technician, Customer Services Control

. As and when required, liaise with BET's customers to resolve any

technical difficulties associated with the BET product range. Specific

services include IDAS/PSDN, Tarex, Leased Data Circuits, Telex and

Facsimile.

Jan 1984 - Jan 1985

Barbados External Telecommunications Ltd.

(BET) Wildey, St. Michael, Barbados.

Electronic Technician Satellite Earth Station

. Carry out routine/preventative maintenance and watch-keeping duties at

the Congor Bay Earth Station.

Career Highlights

September 2001

Cable & Wireless WI Limited (Anguilla)

The Valley, Anguilla

ADSL

. Completed the business case for the establishment of ADSL in Anguilla.

The case having been approved by the Cable & Wireless Capital Review

Board (CRB) the ADSL product was established and launched in February

2002.

March 2001

Cable & Wireless WI Limited (Anguilla)

The Valley, Anguilla

Account Management Development Program

. Establishment of an Account Management Development Program, which

included Account Managers in both St. Kitts and Anguilla.

February 2001

Cable & Wireless WI Limited (Anguilla)

The Valley, Anguilla

NetSpeed

. Established the only Wireless High Speed Internet service within the

Cable & Wireless Group in the Caribbean.

2. Designed and delivered the Network Service pricing plan, product guide

and sales brochure and customer contract. Developed and managed the

sales training programme. Designed and managed the market research

study.

. Developed the product/service specification, revenue plan and network

design for the NetSpeed service.

3. Developed a service proposal, technical solution and business case for

the NetSpeed network. Managed the customer trial.

4. Developed the strategy for deploying the NetSpeed network in

conjunction with the future roll-out of ADSL.

Nov 1999 - Feb 2000

Barbados External Telecommunications Ltd.

(BET) Wildey, St. Michael, Barbados.

EduTech

. Establishment of the costing and Cable & Wireless BET Internet

solution for Edutech 2000 via an ATM overlay network.

Jun 1999 - Nov 1999

Barbados External Telecommunications Ltd.

(BET) Wildey, St. Michael, Barbados.

Commonwealth Telecommunications Organisation CTO

. Developed and successfully won the bid for the development of the CTO

website. Coordinated the outsourcing of the specific elements of the

project.

. Prepared and managed the project plan to meet client schedules,

budgetary and operational requirements.

October 1997

Barbados Communications Services Ltd. (BCS)

Subsidiary of Cable & Wireless

Collymore Rock, St. Michael, Barbados

Centigram Platform

. Responsible for the acquisition of the Centigram Platform which

enabled the Cellular Network in Barbados to provide such services as

Voicemail, Virtual Telephony, Prepaid Cellular, Prepaid Cards etc.

Cellular Pricing Plan

. Establishment of the cellular pricing programme in Barbados.

. Established an 'after hours' fault response for BCS cellular

customers.

February 1994

INTELSAT, Washington D.C., U.S.A.

Young Professional - Corporate and Marketing Communications

. Selected from applicants from 124 member nations to be seconded to the

Market Communications Department - INTELSAT headquarters in Washington

D.C. Worked directly with the Director General of the Organisation.

September 1992

Barbados External Telecommunications Ltd.

(BET) Wildey, St. Michael, Barbados.

Information Center, Caribbean Online, Internet

. Formed an integral part of the team, which implemented Barbados' first

foray into the information provision business through the

establishment of the Cable & Wireless, Information Center. This later

became Caribbean Online, which evolved into the Internet provision

service available today (Caribsurf), not only in Barbados but also in

the rest of the Caribbean where Cable & Wireless operates.

Education

June 2000

. RES - Sales Training

June 1999

. Cable & Wireless - Diploma in Business Management - Cohort II

Two (2) year program in association with the University of the West

Indies. Seventeen (17) participants selected from Cable & Wireless

business units around the Caribbean.

. Valedictorian

June 1995

. Shipley Associates

A Division of Franklin Quest Co

(INTELSAT U.S.A.)

. Speech Writing

April 1992

. Barbados Institute of Management and Productivity (BIMAP)

Wildey, St. Michael

. General Management

. Distinction

September 1990

. University of the West Indies - Cave Hill Campus

Barbados

. Bachelor of Science - Computer Science

December 1983

. Cable & Wireless Engineering College

Porthcurno, Cornwall

United Kingdom

. BTEC

September 1978

. Combermere

St. Michael

Barbados

. Nine (9) GCE O'level passes.

. Mathematics, English Language, Chemistry, Biology, English Literature,

West Indian History, Accounts, Geography, Art.

Special Skills

. Better that average golfer (6 Handicap).

. Avid sportsman

. Relate well with persons at all levels in any work environment.

. Excellent computer skills in Microsoft office (MS Word, Spreadsheet,

Applications, Excel, PowerPoint).

. Excellent oral and written skills.

Personal

. Place of Birth - London, England.

. Birth Date - July 9th 1960

. Citizenship - Dual: Barbados and UK

. Marital Status - Single

References

Name: Mark Romney

Position: Country Manager

Company: LIME Anguilla

The Valley

ANGUILLA

Email: ****.******@*********.***

Contact Nos: 264-***-**** (w)

264-***-**** (m)

Name: Janet Kupris

Position: Manager

Company: AMAC International

200 Ledgewood Place

Suite 201

Rockland, MA

02730

U.S.A.

Email: *******@*******.***

Contact Nos: 781-***-**** (w)

781-***-**** (m)

Name: Randy Haynes

Position: Account Manager

Company: Barbados Business Machine Ltd.

Warrens

St. Michael

BARBADOS

Email: ************@****.***

Contact Nos: 246-***-**** (w)

246-***-**** (m)

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