Customer Experience / Operations Manager

Joel Balgobin

Address: The Emirates, Agostini Street, St. Joseph

Phone: 868-***-****

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

www.linkedin.com/in/joel-balgobin-0ab6b6101

Competencies/Skills

Project Management. Customer Experience. Reporting & Analysis. CRM Implementation. Vendor Management. Research & Development. Digital Marketing/Advertising. Brand Positioning. Consumer Insight.

Qualification & Training

Net Promoter Score Workshop

Digital Marketing

Professional Certificate in BI and Data Analytics

Diploma in Computing & Information System

Qualtrics

Zendesk

Power BI

Freshwork Suite

Google Analytics

Effective Time Management

Emotional Intelligence

Public Speaking and Presentation

Work Experience

oCustomer Experience Analyst Digicel Group Ltd, September 2019 – February 2021

oAd Operations & BI Executive Digicel Trinidad Ltd, November 2014 – August 2019

oInsurance Agent Nagico Insurance Company, February 2012 – April 2014

Customer Experience:

Review & Analyze Digicel B2B Customer Experience Program across Caribbean & Latin America. This includes management reporting & trend analysis. Keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management and so on, in order to keep fine-tuning the customer’s experience.

Key Achievements:

Implementation of NPS program in 23 markets, utilizing all customer touchpoints

Design and deploy quarterly relationship and touchpoint customer experience surveys; providing insights to drive service improvement

Improved NPS Month on Month from -35 to + 29 over a period of 9 months

Improved customer response time from 1 % to 6 %. (2% over the 4% industry benchmark)

Implementation of Customer Effort Score across the group

Project Management:

Responsible for overall development and implementation of system implementation & deployment within the customer operations department to aid with efficiency and improved customer experience.

Key Achievements:

Freshdesk Implementation

Livechat Deployment

Zendesk Integration

Knowledge Base Creation and Integration

Net Promoter Score – Marketing Brand Awareness

B2B Email Management

Loop News website/app creation

Project lead for USSD advertising implementation in Trinidad and Barbados

Analytics:

Identify business requirements and research new platforms/methodology while defining process improvement and optimization opportunities.

Key Achievements:

Power BI integration with multiple platforms

Automated dashboard creation

Mapping of end user behavior patterns

Supervisory Management

Performance management and training of staff.

Education

School of Accounting & Management

Arthur Lok Jack

iCreate Institute

St. Benedict’s College

References

Mr. Stephen Rodriguez: 868-***-****

Director of Customer Operations

Digicel Trinidad Limited

Mr. Kent Western: 868-***-****

Chief Customer Officer

Digicel Group Limited

Mr. Leslie Coutou: 868-***-****

Head of Corporate Support Operations

Digicel Group Limited

Mr. Brent Acosta: 868-***-****

Marketing Manager

Digicel Trinidad Limited

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