Open to opportunities

Pamela Small

@pamelasmall

Message

High-achieving telecom professional driving customer success and growth.

Cayman Islands

Message

What I'm looking for

I am seeking a role that values leadership and innovation, offering opportunities for growth and collaboration.

I am a high-achieving and seasoned telecom professional with a proven track record of driving market growth, reducing costs, and achieving exceptional customer satisfaction. Over the past 20 years, I have honed my skills in strategic network planning, project management, and vendor relationship management, allowing me to thrive in dynamic environments while managing multiple tasks effectively.

As a member of the Executive Leadership Team at WestTel T/A Logic, I have successfully led teams to meet annual KPIs, ensuring revenue growth and a positive company image. My leadership has been instrumental in overseeing significant transformations, including the onboarding of new products and services, and the evolution of customer care teams to automated services. I am passionate about fostering positive professional relationships and communicating effectively at all levels.

Experience

Work history, roles, and key accomplishments

Chief Customer Experience Officer

WestTel T/A Logic

Jan 2023 - Dec 2023 (11 months)

Responsible for Residential Sales and Customer Care, overseeing revenue growth and ensuring customer satisfaction. Led teams to meet annual KPIs, managed change, and forecasted revenue growth.

Customer Experience Sales Management Customer Care KPIs Sales Growth Strategic Planning Team Leadership Staff Training

Vice President, Commercial and Customer Care

WestTel T/A Logic

Mar 2013 - Dec 2022 (9 years 9 months)

Managed Sales, Customer Care, and Marketing Teams, driving revenue growth and enhancing customer satisfaction. Oversaw brand image and implemented solutions to improve service quality.

Sales Management Customer Care Marketing Sales Growth Brand Management Change Management Staff Training Quality Improvement

Customer Care Manager | Assistant Vice-President | Marketing VP

WestTel T/A Logic

Dec 2005 - Dec 2013 (8 years)

Progressively increased responsibilities in Customer Care and Marketing due to high performance and leadership skills. Contributed to the company's strategic initiatives and operational efficiency.

Customer Care Marketing Leadership Performance Management Strategic Planning Project Management Team Leadership Process Improvement

Customer Care Manager

Cingular Wireless/AT&T

Nov 2003 - Dec 2005 (2 years 1 month)

Managed daily functions of the Customer Care Department, including employee supervision and policy development. Successfully decreased accounts receivables and implemented billing system upgrades.

Policy Development Accounts Receivable Billing Strategic Planning Process Improvement Team Management Customer Service Operations Management

Mutual Fund Administrator

UBS Fund Services (Cayman) Ltd.

Mar 2001 - Nov 2003 (2 years 8 months)

Administered various mutual funds, calculated NAVs, and reconciled accounts. Ensured compliance with anti-money laundering laws for clients.

NAV Calculation Account Reconciliation Anti Money Laundering Financial Reporting Regulatory Compliance Fund Operations Client Relations Data Management Financial Analysis

Customer Service

Caribbean Utilities Company, Ltd.

Aug 1994 - Mar 2001 (6 years 7 months)

Assisted in developing departmental procedures and standards, improving efficiency for staff and customers. Developed and trained staff on the 'Customer Share Purchase Plan'.

Customer Service Staff Training Strategic Planning Customer Relations Shareholder Programs

Education

Degrees, certifications, and relevant coursework

Florida State University

BA Business Administration, Finance

Activities and societies: President of the Caribbean Students Association at FSU 1999-2000

Completed a Bachelor of Arts in Business Administration with a focus on Finance. Studied core business principles and financial management.

Santa Monica College

AA Business Administration, Business Administration

Grade: Honours

Activities and societies: Historian of the Alpha Gamma Sigma Honour Society at SMC 1997-1998

Earned an Associate of Arts in Business Administration, graduating with Honours. Focused on foundational business concepts and administrative practices.