Cassandrea Doiah
Digicel Group
Kingston
11
years of professional experience
Pursing opportunities which will allow me to grow professionally, while effectively utilizing my versatile skills set to help promote the corporate mission and help exceed team goals. To keep abreast of best practices and strategies in the organization.
Work History
Product Delivery Manager
2 Years 6 Months- Achieved heightened customer satisfaction through delivery of advocacy in service reviews and user experience discussions.
- Enhanced market delivery outcomes through collaboration with mobile transformation project lead.
- Delivered comprehensive project management outputs from mobile business perspectives, effectively deploying product catalogs and management documentation.
- Provided timely and consistent updates to commercial and transformation project management teams, aligning activities with transformation plans.
- Confirmed successful solution delivery within intended scope by facilitating partner engagement in defining business requirements. Executed market rollouts that maintained system and process integrity, ensuring smooth transitions.
- Measured project success through development of impactful KPIs that communicated clear project priorities to stakeholders. Aligned service capabilities with transformation objectives by working synergistically with the transformation team.
- Ensured successful execution of product and promotion migration through generation of effective use cases across all markets. Met established project timelines and deliverables by actively participating in functional and technical working groups.
- Addressed reliability issues during user acceptance testing through oversight of project coordination responsibilities with markets. Coordinated resolution efforts for critical incidents, establishing effective communication channels for stakeholder engagement during evaluations.
- Developed strategic initiatives to enhance operational efficiency across multiple departments.
- Led cross-functional teams to implement company-wide performance improvement programs.
Project Executive
5 Years 6 Months- Enhanced user experience by successfully implementing updates across Digicel's digital platforms, including My Digicel, SportsMax, Billo, PlayGo, BiP, D’Music, GoLoud, and Loop. Achieved smooth integration of application upgrades through meticulous review and testing, improving app functionality.
- Engaged with technical team to strategize and execute comprehensive product testing initiatives.
- Conducted systematic design and execution of test cases, followed by in-depth assessment of outcomes to bolster product dependability.
- Maintained accurate logs to track testing phases and catalog defects for effective project management.
- Collaborated with technical team to report and resolve bugs and errors before and after product launches.
- Analyzed and diagnosed product and service issues, delivering effective solutions to improve user experience.
- Facilitated post-release and post-implementation testing processes to identify and resolve potential issues.
- Coordinated efforts with cross-functional teams to maintain high-quality benchmarks across the entire product development process.
- Compiled and shared comprehensive FAQs regarding products and services with appropriate teams for enhanced collaboration.
- Coordinated follow-up efforts with customer experience group to enhance service quality and customer satisfaction.
- Authored service description documents that outline product features and promotional benefits for development initiatives.
- Managed project timelines and deliverables to facilitate on-time execution of strategic initiatives.
- Enabled effective dialogue between diverse teams to foster collaboration and streamline project workflows.
Customer Service Representative (CSR)
2 Years 5 Months- Responding and resolving customer’s complaints via voice & email escalations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Monitoring of customer’s account while providing world-class customer service.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Facilitated efficient data entry processes for improved data accuracy.
- Supported local and regional customers (internal and external) by addressing escalated needs efficiently.
- Assisted with customer queries to enhance first call resolution rates.
- Providing administrative support to local and regional customers (Internal & External) to address their escalated needs.
- Understand the impact of attitude in handling calls professionally
- Participated in recruitment efforts for customer care department to meet staffing needs.
- Implemented process improvements that streamlined response times and reduced resolution delays.
- Analyzed customer feedback to identify trends, driving enhancements in service delivery.
- Trained new team members on best practices for customer engagement and support.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Utilized CRM software to track interactions and manage follow-ups effectively.
Education
Bachelor of Science (B.Sc.) - Dietetics and Nutrition
CSEC/CXC - Biological Sciences
Skills
Oral and Written Communications
Office and collaboration tools
Reporting tools
Agile methodologies
Continuous delivery
Quality assurance
Timeline
Product Delivery Manager
Digicel Group
05.2023 - 11.2025Read More
Project Executive
Digicel Jamaica
11.2017 - 05.2023Read More
Customer Service Representative (CSR)
Digicel Jamaica
05.2015 - 10.2017Read More
University of Technology Jamaica
Bachelor of Science (B.Sc.) from Dietetics and Nutrition
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Mannings School
CSEC/CXC from Biological Sciences
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