Mark Wilson
49 C Cypros Road, Georgetown, Grand Cayman,Grand Cayman
Summary
Motivated professional with 20+ years of sales and customer care experience. Strong acumen in attending to customer needs, maximizing retention and increasing revenues. Balances customer needs with company demands. Attentive to detail, with history of enterprise building. Decisive team leader and business manager. Multilingual, speaks above basic level Spanish.
Overview
28
28
years of professional experience
Work History
Sales & Experience Manager-Residential Fibre
Digicel Cayman
01.2023 - Current
- Function within capacity as Head of Residential Fibre Sales at Digicel Cayman. Manage daily operations of the sales department. Develop pricing strategies to maximize profits and competitiveness. Streamline sales workflow. Identify and develop new markets and submarkets for products.
- Develop and implement sales and go-to-market strategies to increase market share. Collaborate with Marketing to create promotional materials for target consumers. Develop effective sales forecasts and schedules. Provide support to sales team members. Utilized trend analysis in consumer behavior to uncover untapped growth potential.
- Execute sales planning, development, and account management. Grow existing accounts and establish new sales accounts. Expand customer base and increase revenue. Deliver sales presentations focused on offerings and unique competitive advantages.
- Assist senior management in developing long-term strategic goals for the company's growth. Evaluate market trends, competitor landscape, and generate reports for senior management. Contribute to the formulation of long-range strategic plans for business expansion. Engage with sales and design units to plan project roadmaps, accounting for revenue prospects.
- Maintain accurate records of all transactions between customers and company representatives. Coach, develop, and motivate team to achieve revenue goals. Set weekly plans, streamline incentives, and align market objectives with the objectives of the region. Spearhead achievement of aggressive sales targets while facilitating the highest level of customer satisfaction. Direct and manage all activities relating to the delivery of effective customer service.
- Achievement of business KPIs and objectives, daily, weekly, and monthly. Access MDUs and get necessary approvals/pre-approvals for provision of service. Track MDU process from first approach through to service delivery. Accountability for sales and reporting of sales, inclusive of pipeline. Reduce and manage churn, create and launch Win Back Campaigns, incentives for payments. Monitor Residential Fibre Accounts for upsell potential, referral potential, and other key revenue benefits.
Residential/Outside Sales Representative
C3 Pure Fibre
Georgetown, Grand Cayman, Cayman Islands
09.2018 - 01.2023
- Maintain knowledge of Products/Services. Determine Customer needs, recommend best solutions. Identify/manage prospects. Gain new business, meet/exceed targets, conduct cold calls and set appointments.
- Prepared Sales Proposals and delivered presentations. Use CRM. Complete service agreements, reports, and contracts. Attend trade shows and sales conferences. Resolve service, account, or technical issues.
- Monitored industry trends and kept abreast of new developments in the marketplace. Developed and implemented sales strategies to achieve revenue goals.
Sales Consultant
Advantage Communications Limited
05.2016 - 09.2018
- Developed key customer relationships. Increased revenue via upselling and closing. Drove product benefits around client needs.
- Conducted market research to identify selling possibilities. Developed sales strategies, set targets, and recommended process improvements.
- Mentored Sales Team. Monitored lead generation process through cold calling, networking, and referrals.
- Negotiated deals, handled complaints, and/or objections. Generated daily sales activity reports for senior management. Monitor industry trends and competitor activities.
Sales & Customer Service Manager
Pro Book and Beyond Limited / Quick
04.2014 - 05.2016
- Kept abreast of price trends, sought best prices for new and existing products. Did random stock checks. Observed inflows/outflows. Observed Sales/Purchase returns. Forecasted sales.
- Managed Customer Service/Sales Representatives. Balanced day's work, handled service issues/complaints. Managed Inventory.
Customer Service/Sales Lead-Night Front Desk
Tara Courier Services Limited
10.2011 - 03.2014
- Provided support to incoming callers for pickups and deliveries. Interfaced with incoming drive-in, walk-in customers, booked, dispatched jobs.
- Promoted company products. Offered personalized customer care. Managed Customer Service Staff. Trained front desk staff.
- Monitored team performance against set targets and KPIs. Maintained accurate records of customer interactions and transactions.
- Developed strategies for improving customer satisfaction levels.
Senior Customer Service/Sales Representative
Digicel Jamaica Limited
12.2009 - 05.2013
- Provided assistance to Prepaid/Postpaid subscribers in Account Billing, Device Usage/Phone Applications etc. Resolved customer queries.
- Provided information on new/ existing promotions and upsold. Conducted cold calls, managed leads, prospects and acquired new business.
Regional HR Administrator
FCIB Card Services Centre
10.2007 - 12.2009
- Provided administrative support to the Director of Cards Acquiring. Developed training plans and role profiles. Ensured compliance in online certifications, such as Anti-Money Laundering. Tracked Personal Performance Plans & Reviews.
- Validated expense reports and tracked expenses. Consolidated data for Management Reporting. Managed Complaints Log and Contractors' Records. Prepared staff contracts and agreements.
- Maintained records of active, inactive, and closed merchants. Ensured compliance of both Merchants and Staff as per Bank Policy.
- Maintained personnel records in compliance with applicable laws and regulations.
Branch Manager/Sales & Client Relations Manager
Cash Plus Limited
Montego Bay
08.2006 - 10.2007
- Efficiently handled clients, managed complaints, created database, grew clientele, managed leads/prospects, and acquired new business. Prepared sales proposals, media pitches, and monthly reports.
- Used CRM. Conducted sales training. Managed sales and customer service staff. Administered branch business. Attended Branch meetings. Monitored financial performance of the branch on a monthly basis.
Assistant Branch Manager/Head of Sales
Cash Plus Limited
Kingston
07.2005 - 08.2006
- Handled client's accounts, trained and oversaw customer service/sales staff. Managed complaints. Managed leads/prospects and acquired new business.
- Prepared sales proposals, media pitches, and monthly reports. Used CRM. Helped administer/delegate Branch business. Conducted meetings to woo new clients, as directed. Evaluated operational processes regularly in order to identify areas for improvement.
Support Officer/Card Sales Specialist
CIBC Jamaica Limited/ FirstCaribbean International Bank
05.2001 - 01.2005
- Assisted with; internal/external customer queries, credit cards production. Embossed/distributed renewal/new cards (VISA, ATM) to Bank Branches Islandwide. Processed card payments. Identified leads and gained new business. Provided After Sales Support.
Payment Clerk/Card Admin./Relief Credit Officer
CIBC Jamaica Limited
01.1997 - 08.2000
- Card Administrator/Credit Officer/Customer Service/Sales Representative. Answered/dispatched calls. Contacted delinquent customers. Processed card payments. Embossed Debit/Credit Cards.
- Recommended product suites for Individual/s or Businesses. Managed leads/prospects and acquired new business.
Education
Bachelors of Business - Human Resource Management, Marketing
University of Technology
Kingston , Jamaica01.2005
A Level Certification -
Wolmer's Boy's School
Kingston06.1995
High School Diploma -
Wolmer’s Boys’ School
Kingston01.1993
Skills
- Exceptional time management
- Adept at closing sales
- Accomplished in relationship selling & telemarketing
- Sales/Customer Service Management
- Consultative sales approach
- Employee coaching and training/Staff supervision
- Client relationship management
- Excels in team leadership
- Strong interpersonal skills/communication skills
- Excellent work ethic/Market intelligence
- Prospecting skills/Lead generation
Timeline
Sales & Experience Manager-Residential Fibre
Digicel Cayman
01.2023 - Current
Residential/Outside Sales Representative
C3 Pure Fibre
09.2018 - 01.2023
Sales Consultant
Advantage Communications Limited
05.2016 - 09.2018
Sales & Customer Service Manager
Pro Book and Beyond Limited / Quick
04.2014 - 05.2016
Customer Service/Sales Lead-Night Front Desk
Tara Courier Services Limited
10.2011 - 03.2014
Senior Customer Service/Sales Representative
Digicel Jamaica Limited
12.2009 - 05.2013
Regional HR Administrator
FCIB Card Services Centre
10.2007 - 12.2009
Branch Manager/Sales & Client Relations Manager
Cash Plus Limited
08.2006 - 10.2007
Assistant Branch Manager/Head of Sales
Cash Plus Limited
07.2005 - 08.2006
Support Officer/Card Sales Specialist
CIBC Jamaica Limited/ FirstCaribbean International Bank
05.2001 - 01.2005
Payment Clerk/Card Admin./Relief Credit Officer
CIBC Jamaica Limited
01.1997 - 08.2000
Bachelors of Business - Human Resource Management, Marketing
University of Technology
A Level Certification -
Wolmer's Boy's School
High School Diploma -
Wolmer’s Boys’ School
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