Junior Campbell | Freelancer Resume

Junior D. Campbell 1a, Old Stony Hill Road, St. Andrew, Jamaica ■-/- ■- Business Alignment Strategist & Project Manager PROJECT MANAGEMENT / IT & BUSINESS ALIGNMENT ■ CUSTOMER RETENTION STRATEGIES ■ LEAD GENERATION Business and Campaign Management: Leads generation and Pipeline management Sales and CRM Process integration Proposals and Presentation development Digital Marketing (Google Certified) Project Management & Lean Six Sigma: Cisco Enterprise Integrations Custom Web, App E-commerce Development Sales and CRM Process integration Customer Journey Mapping Value-Added Leadership: Cross-Functional Supervision Team Building and Mentoring Client Relations and Presentations Business and IT Planning Vendor Management Business Development Manager – HSS Group Limited April 2019 – Present Providing Business Technology outsourcing and value-added Telecommunications consultancy to SME businesses across the Caribbean to improve Customer Experience, drive revenue and manage cost to ensure best case ROI. ▪ ▪ ▪ ▪ Built & retained partner/client relationships – Identified and vetted vertical alliances to improved growth. Created new partner opportunities to expand solutions offering to SME client base. Reviewed account churns and introduced strategies to expand customer lifetime value potential and upsell opportunities. Leadership & Team development – Recruited, trained and motivated team members and junior staff to exceptional performance from customer discovery to closing techniques. Coordinated with sales executives and pre-sales team to better align company goals and tactics Develop & execute strategies for SME – Create and manage IT outsourcing subscription & on demand support for SME clients that are in need of IT support to maintain and grow their business. Process Development of complex mobile Solutions – Manage project for building end to end Microfinance app deployment now used in Jamaica, Canada & Dom Rep to allow loan origination & disbursement under and hour from a mobile app. Project Manager CEM Regional Cable & Wireless (Advantage Communications Jamaica contractor) – Feb 2017 – April 2019 Project Manager Delivering CEM projects for B2B and Call Center across all CWC Business Units to improve customer experience through technology and business process alignment for increased efficiencies and bottom line and customer retention. ● Recruited and supervised engineers to form internal customer experience technical and Project support team to execute and manage multi-vendor projects for all CWC Call Centers under guidance of Director and stakeholders. Saving over USD500k on annual professional fees by leveraging customer support team. ● Delivered Cisco Outbound Dialer by leveraging existing license and resources for Barbados to improve outbound sales and other outbound customer experience initiatives to inform customers ● ● ● ● ● of order status and other notices working closely with Network, PBX and PSTN and CC process teams for optimal results. Headed up SIP Header multi platform integration with NextIT, Cisco Finesse, VoxGen and (now AskDanny) Completed first deployment Retention Center for Trinidad and Barbados Pilot Contact Center integration working with teams from network, PSTN, PBX, Business intelligence and infrastructure to build out spaces to assist business with technology to create a unique retention environment to win back customers and reduce customer churn significantly. Upgraded Cisco HCS B2B and Contact Center platform impacting all 13 business units at an investment of USD 300K successfully to enable improved platform features, stability and features in support of customer experience omni-channel and single desktop objectives to reduce call time and agent productivity. Reduce OPEX for Email and Chat by USD 250k migrating all CWC markets from Numero to Cisco Omnichanell for all 13 business units (Island) toward omni-channel goals and improve customer experience, integrated reporting and Support for Contact Center. Managed USD 368K Verint Call, Screen Recording and Speech Analytics platform migration From Cisco Media and TopBox for 800+ seats in Trinidad and Jamaica Contact Centers to improve call/screen recording from 30 day delay to under 48hrs. Providing game changing analytics to drive revenue, retention and deep business insights for marketing and promotions Pre-Sales Engineer & Project Manager – HSS Group Limited April 2016 – Mar 2017 Lead consultations, design process and implementation for technical IT and Digital marketing customer solutions to align "best fit" technology solutions with business goals to implement within scope and budget for SME customers. In this capacity helping to manage resources to aid our technical team & other stakeholders to deliver the best possible experience for customers ensuring constant growth in their line of business. ● Completed over 200+ consultations to aid sales team to select right fit solutions for business customers ranging from Telecommunications, web development, lead generation using Digital marketing strategies and CRM process development ● Managed outsource security assessment and patch management solutions for Enterprise customers to recover from security anomalies and harden security appliances Group IT Manager IRIE FM & ZIP 103 FM (Grove Broadcasting) Jan. 2015 – April 2016 ▪ Operations & process management: Spearheaded initiatives to implement new policies, revamped and redesigned key processes including contract/vendor management, change management procedures and service desks policies (issue tracking/monitoring for critical services). Results: Business wide improvement in consistency, accountability and accessibility of technical resources for greater service delivery and efficiency by as much as 30% during the first 180 days. ▪ Completed 47% of agreed 80+ projects outlined in 24month Technology plan within 6months ▪ Overall reduced telecoms cost by 30% (renegotiate telecoms contracts and optimized links for better performance), improved website and live streaming availability from under 70% to 99.9% ▪ 21% recurring savings on datacenter operations after resource analysis to cut wastage Results: For staff and Management - achieved increased transaction processing security, data/user management, enhanced reporting. Increased availability, new features and faster issue resolution through service desk for subscribers. Senior Group Network & Security Engineer – Cool Group of Companies (MZ Holdings) 2007 – 2014 ▪ ▪ Managed network & security assets for 13B Oil, Gas and Transactions Processing Company Network and Telecoms: Successfully led design and rollout of robust, scalable and secure PCI based network to support 5 companies with just under 1000 users and 60 locations including Trinidad and Haiti. Implemented USD400k deployment of automatic teller machines (USD ATM in tourism hotspots Ocho Rios to Negril), island wide Point-of-sale (POS) systems for Cool Oasis and Shell (now Rubis Energy) service stations. Results: Completed build out within budget of first world datacenter with HP Blade servers, Fiber SAN storage, Cisco routers, switches and IP PBX, Checkpoint firewall ahead of schedule, under budget with 24months ROI and security with 99.95% availability. ▪ System Integrations/Migrations: Completed USD90k legacy Nortel PBX migration to Cisco Unified Communications PBX to reduce telecoms spend, integrate CRM and Contact Center to support the Caribbean’s first “Mobile Money” solutions. “Clickmarketonline.com” Jamaica’s largest consumer E-Commerce website. Results: A chieved seamless migrations and integrations that were transparent to client customers, accomplished with no unscheduled downtime through defect-free releases through careful planning, testing and QA efforts. Early Career Senior Member Service Jamaica National Bank- Led various initiatives in attaining branch targets, supporting team building for three branches and awarded Ambassadorship for Customer retention. Played key roles in ramping up marketing, sales for new customer accounts and Mortgage portfolio as a team lead within the first 12 months of operations. Education | Courses | Workshops Credentials Certificate in Google Display Ads Certificate in Google Shopping Ads Certificate in Google Search Ads Investment strategies and readiness workshops Lead Generation & Conversion strategies (Self Study online courses) Sales Process Development for online and offline businesses (Self Study online courses) Certificate in Project Management Building Scalable Cisco Internetworks (CCNP track) Cisco Systems - Cisco Certified Network Associate Caribbean Institute of Technology - Diploma in Networking Comptia A+ Training -