• Dynamic, People-Focused Leader who makes decisions to reflect positively on global project, program, and business operations in alignment with a company s vision, value, and goals, and who works to attain a competitive advantage and generate robust employer growth via solutions-centric critical thinking talents for insightful, change-driven results.
• Visionary Professional who rises above core challenges to improve the bottom line and achieve winning outcomes, including quickly adapting to evolving scenarios to optimize resources and reach high profit and productivity levels, as well as exhibiting experience in Caribbean and international markets as a seasoned strategic business planner.
• Excellent Communicator who develops synergistic relationships with cross-geographical executives, senior decision-makers, teams, and clients; who excels in fast-paced autonomous and collaborative work environments; and who leads peers by example and with integrity to inspire customer confidence and forge strong teamwork to meet objectives.

Executive Director New Business

• Capitalized on the opportunity to lead forward-thinking new business development and revenue stream generation for this Trinidad-based construction and construction marketing solutions company, including driving sales and marketing initiatives, as well as building productive business operations by recruiting, hiring, and coaching new staff.
• Directed successful development and deployment of customer-centric matrix and satisfaction measures for a client-facing staff, along with project-managing Requests for Proposals (RFIs) for projects in excess of 10 million CAD.

  Developed a strategic plan for Solidity to diversify and capitalize on internal organizational skill sets.

  Spearheaded growth in construction marketing and acoustical solutions to reduce single-client dependency.

  Developed a business model and launched marketing focused on digital integration and acoustics arms, as well as targeted sales approach to achieve breakeven status in 12 months versus the original 18-month forecast.

Acting CEO (2012 2013)

• Strategically steered this growth-focused company generating 3+ billion TTD in sales and employing 2,700 FTE in Trinidad and Tobago, including profitably driving comprehensive launch of Mobile 4G and Digital Wireless TV (DVB-T).
• Developed a five-year strategic plan for restructuring, consolidation, and new revenue growth for TSTT.

  Directed targeted efforts to seamlessly restructure a hybrid marketing function.

  Created Chief Operations Office to handle Service Delivery and Service Assurance functions.

  Restored a dysfunctional relationship with a high-profile union and re-established a healthy dialogue.

Executive Vice President Blink Sales ￨ Service ￨ Tobago Operations (2011 2013)

• Maximized bottom-line performance for this Triple-Play Division (Voice, Data, Entertainment) with sales of 900 million TTD and 221 employees in Trinidad and Tobago, including streamlining multi-group marketing functions to reduce costs and create new revenue while working with the CEO on overall business strategy and business planning.

  Grew broadband wired and wireless customer base by 10%.

  Increased Entertainment revenues 34% and grew customer base 46%.

  Successfully launched new Digital Video Broadcasting Terrestrial (DVB-T).

Vice President Corporate Marketing ￨ Customer Care (2007 2011)

• Utilized broad scope of industry knowledge toward implementing a product portfolio management tool for product lifecycle management and product road mapping among a division with 400+ FTEs, including steering strategic direction for all customer service contact points and types across all lines of businesses (i.e. contact centre, retail stores, customer service centers, web, email, voicemail, blogs) with direct responsibility for the Contact Centre.

  Successfully improved Customer Satisfaction Index by 10 points.

  Restructured agency spend and management with 2% efficiency gains.

  Profitably relaunched Vigilance brand and launched Entertainment brand.

  Transitioned Contact Centre to 24x7 operations, inclusive of Technical Support.

  Brought wait, transaction times, and satisfaction in line with international levels.

  Optimized customer service by establishing both a Complaints Unit and a VIP Unit.

  Developed dual brand strategy for Blink / Bmobile and brand guidelines and policies.

Yyyyyy x. yyyyyy ￨ Page Two ￨ (xxx-xxx-xxxx

Head of Business Effectiveness CEO Office (2007)

• Drove operations growth by developing a three-year business plan, including developing financial reporting, planning, and forecasting models for revenue, capital expenditures, working capital, and company cash flow management.

  Optimized efficiency by developing board-related reports and updates.

  Successfully coordinated action items and strategic agendas through to execution.

  Personally facilitated the design of lines of business, including matrix organizational design.

  Managed the development of a 10-year strategic plan, including the financial model and financing.

Head of Total Quality Management Office (2004 2007)

• Spearheaded two service delivery turnaround projects for contact centre and customer service improvement, and implemented standardized Customer Operations Performance Centre (COPC) model across contact centre operations.
• Implemented TQM (Total Quality Management) approaches and principles to all organizational levels to align with executive and middle management using a Malcolm Baldrige-based assessment tool to drive improvements.

  Project-managed newly competitive mobile market promotions.

  Drove rollout of the Ritz-Carlton Legendary Service Model across the frontline.

  Led 20+ quality improvements projects to generate $10 million in business benefits.

  Developed a top-performing process and quality assurance team for the frontline business.

  Successfully led re-engineering projects across the business in both frontline and support functions.

  Established a model office function (virtual business office) across all customer-facing lines of business.

Regional Business Excellence Manager Caribbean Region (Trinidad) (2003)

• Exhibited strong cross-cultural leadership talents toward directing high-volume English- and Spanish-speaking Caribbean market operations, including driving best practice through to implementation via consumer demand chain principles of speed, visibility and total delivered cost while applying proven methodologies to bring action and results.

  Led strategic mapping of regional responsibilities and accountabilities across key functions.

  Enabled a process-driven organizational approach by developing critical business integration functions.

Regional Supply Chain Development Manager ￨ Regional Information Services Manager Caribbean Region (Trinidad) (2002)

• Expertly directed English- and Spanish-speaking Caribbean markets while creating comprehensive supply chain initiatives across the organization, including process re-engineering, regional project management, and implementation.

  Initiated a WAN while managing the Regional Information Services department priorities and resources.

Regional Information Services Manager Caribbean Region (Trinidad) (2000 2001)

• Led targeted decision-making among the Caribbean Region s English-speaking markets, including driving a comprehensive business acceleration tool by actively repositioning the role of information services with the organization.

  Created a regional thinking and functioning Shared Services department closely aligned to the organization.

Information Services Manager

• Demonstrated proven skill in productively repositioning the integral role of information services within the organization as a valuable business acceleration tool and not purely a maintenance and report generation department.

  Led sustained and targeted development of required personnel competencies (team and individual).

Business Analyst Switzerland

• Played a vital role in leading analysis, development, documentation, training, and support of Nestl -designed business applications, including collaborating with and managing details-focused external teams to meet or exceed objectives.

  Successfully trained and supported Nestl markets on a worldwide level.

Master of Business Administration (In Progress) Heriot-Watt University Edinburgh Business School

Post-Graduate Diploma in Business Administration Edinburgh Business School

Bachelor of Science (Honors Graduate) University of the West Indies

Leadership & Business Management Training (Local, Regional & International) Nestl S.A.

Customer Service Training The Ritz-Carlton Hotel Company, LLC

Leadership Training Franklin Covey Company

Member, Rotary Club of Central Port of Spain, Trinidad

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your bottom-line performance. Note that I am in the process of relocating to Victoria, BC, and am confident that you will recognize that my experience and qualifications make me an ideal candidate for your team.

To acquaint you with my background, I can offer talents in Global Business / Revenue Development, Multimillion-Dollar Project Management, Operations Management, Team Building / Training, Marketing, New Product Launch, Portfolio Management, Customer Care, and Client Relations. I am also highly skilled in Strategic Analysis / Planning, Trends Tracking, Profit / Loss, Financial Reporting, Forecasting, Organizational Restructuring, and Cost-Reducing Methods.

Recently, as Executive Director of New Business for Solidity Group of Companies, I successfully led forward-thinking new business development and revenue stream generation for this Trinidad-based construction and construction marketing solutions company, including driving sales and marketing initiatives. Within this role, I also built and sustained productive business operations by recruiting, hiring, and coaching new staff. Furthermore, I directed development and deployment of customer-centric matrix and satisfaction measures for a client-facing staff, along with project-managing Requests for Proposals (RFIs) for projects in excess of 10 million CAD.

A sampling of my achievements included:

  Developing a strategic plan for Solidity to diversify and capitalize on internal organizational skill sets.

  Spearheading growth in construction marketing and acoustical solutions to reduce single-client dependency.

  Developing business model and launching marketing focused on digital integration and acoustics arms, as well as using a targeted sales approach to achieve breakeven status in 12 months versus the original 18-month forecast.

To complement this experience, please note that I am pursuing a Master of Business Administration from Heriot-Watt University at Edinburgh Business School and completed a Post-Graduate Diploma in Business Administration from the same institution. I also hold a Bachelor of Science from the University of the West Indies, and completed rigorous leadership, customer service, and business management training with industry-leading Nestl S.A., The Ritz-Carlton Hotel Company, LLC, and Franklin Covey.

[ Suggestion! Optional! Address Here Any Skills / Qualifications / Achievements Relevant to the Job Posting. REMOVE this before sending]. As this is just an example of my abilities, please refer to my enclosed resume for additional experience in progressive leadership roles with Telecommunications Services of Trinidad & Tobago and Nestl S.A. employers.

As a proven leader, you will find that I am positioned to deliver both immediate and long-term results with a continued commitment to exceeding your team s goals. I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I would like to thank you for providing me with the opportunity to interview for the [ Insert Job Title ] position currently available within your company. Having gained a deeper insight into the job requirements, I am confident that you will find me to be an incredible asset toward achieving your goals.

As previously discussed, I am a cross-functional professional who offers proven experience in Global Business / Revenue Development, Multimillion-Dollar Project Management, Operations Management, Team Building / Training, Marketing, New Product Launch, Portfolio Management, Customer Care, and Client Relations, as well as talents in Strategic Analysis / Planning, Trends Tracking, Profit / Loss, Financial Reporting, Forecasting, Organizational Restructuring, and Cost-Reducing Initiatives. Please recall that I am pursuing a Master of Business Administration from Heriot-Watt University at Edinburgh Business School and completed a Post-Graduate Diploma in Business Administration from the same institution. I also hold a Bachelor of Science from the University of the West Indies, and completed rigorous leadership, customer service, and business management training with industry-leading Nestl S.A., The Ritz-Carlton Hotel Company, LLC, and Franklin Covey.

Throughout my career, I have excelled in progressive leadership, new business development, regional management, supply chain, corporate marketing, and total quality management roles, among others, for high-profile Solidity Group of Companies, Telecommunications Services of Trinidad & Tobago, and Nestl S.A. employers. Within these positons, I successfully led multimillion-dollar project- and growth-focused initiatives, as well as cost-reduction efforts to boost the bottom line within highly competitive Caribbean and international markets. I also proactively developed results-generating strategies with my proven understanding of global business development, customer care, product lifecycle management, supply chain, and region-specific operations to drive best practices and continually deliver world-class products and services. [ Suggestion! Address Here Any Relevant Skills / Qualifications / Achievements Discussed During Your Interview ] For the sum of these reasons, I am confident that I can attain success in a rewarding [ Insert Job Title ] role within your company.

As a proven leader, you will find that I am positioned to deliver both immediate and long-term results with a continued commitment to exceeding your team s goals. I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy