Fabien Barker

Experience

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  Digicel Group

  Jan 2003 - Dec 2017

  As Senior Products Manager, my role encompassed overall strategy development for the complete product suite of GSM services. Some of my duties:• Determining customers' needs by assisting with the definition of research needed to obtain market information.• Recommending the nature and scope of present and future product lines by reviewing product specifications and requirements; appraising new product ideas and/or product changes.• Assessing market competition by comparing the company's product to competitors' products.• Obtaining product market share by working with commercial director to develop product sales strategies.• Bringing new products to market by analyzing proposed product requirements and product development programs; assisting with the preparation of ROI analyses; establishing implementation timelines and managing overall projects with VAS Engineers among others.• Liaising with Business Analysts to determine product pricing by utilizing market knowledge and market research data; • Completing operational requirements by scheduling and assigning employees; following up on work results.• Maintaining product management staff by recruiting, selecting, orienting, and training employees.• Maintaining product management staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.• Maintaining professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.• Contributing to team effort by accomplishing related results as needed. Show less As Products Manager, my role above all else, was focused on maximising business value from the current suite of products.Some of my duties:• Manage performance tracking using company standard KPIs for new and existing products across the product portfolio, providing reports on a weekly and monthly basis.• Manage the product development process, including project planning and implementation, testing and launch.• Manage cross-departmental relationships, specifically the IT and technical departments to ensure timely and accurate delivery of services, statistics and KPIs for both reporting and product management purposes.• Manage the revenue reporting process, ensuring the and daily/weekly and monthly monitoring of product performance to meet revenue targets.• Work with external third parties to assess product usage and promotion partnerships and/or any other opportunities• Manage the overall strategy for as well as the promotion & maintenance of all digital/social media for the Barbados Market. This includes but is not limited to:o The Digicel Barbados Websiteo The Digicel Barbados Facebook Pageo The Digicel Barbados Twitter Pageo The Digicel YouTube Channelo Any other online media resource Show less In my role as Senior Product Executive, my main objective was to support the Products Manager/Head of Products in the roll out and implementation of products & promotions in the market. This included contributing to the on-going development & monitoring of new & existing products, services & promotions. Also falling under my remit was the maintenance of a high social & digital media presence across new and existing social media channels as well as on the digicelbarbados. com website. Show less In my role as Customer Care Technical Agent my primary objective was to assist other agents as well as provide support to call-in customers' queries and complaints.Main Duties and Responsibilities:- Resolve customer queries on handsets, products and services, billing, general company information etc.- Manage corporate switchboard- Prepare Account Adjustments- Activate/adjust accounts for individuals, staff etc - Provide training on all products and services.- Provide information on policies and procedures- Provide training and support- Escalate problems according to the query resolution procedure dictated by the - Customer Care Head. Show less

  • Senior Products Manager

    Oct 2015 - Dec 2017

  • Products Manager

    Jun 2007 - Oct 2015

  • Senior Products Executive

    Jan 2005 - Jun 2007

  • Customer Care Technical Agent - Team Lead

    Jan 2003 - Jan 2005
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  FSquared Consultants Group

  Jun 2013 - now

  Owner/Digital Media Coordinator

  As Owner & Lead Digital Media person my duties have been focused on business development, brand management and include:- Networking, marketing and promoting services to potential clients, face to face and via online platforms.- Designing social media marketing campaigns for clients in different industries including: music, entertainment and wines/spirits.- Researching, writing and publishing all content for distribution to different social media accounts for various clients.- Organize teams composed of content writers and graphic designers and collaborate with them on social media projects.- Ensure website content is updated with events and activities for clients. Develop new pages for site, ensure site properly functions across all major web browsers, mobile and tablet devices. Ensure pages and posts are consistent with SEO strategy.- Preparing social media performance reports based on analytics and discussing results with clients.Assist in the moderation of all social media pages of clients particularly on comments and messages on business inquiries.- Lead social media strategy and execution to engage and expand various client audiences; leverage content on existing and emerging platforms to engage with community members and new audiences- Create and execute MailChimp email campaigns for clients. Show less

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  Monstapiece Entertainment Inc.

  Jan 2015 - Jan 2022

  Booking Assistant

  As an agent for new business for the Monstapiece Team, I help to oversee many facets of the business, including the Monstapiece brand, DJ management, local & international bookings for shows & tours, event production and promotion and creation of new content for social media.

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  All or Nothing BIM

  Oct 2016 - now

  Manager

  I enthusiastically represent and assist in fostering the career of the A.O.N. team, who specialize in deejay services, music & audio production in Barbados. I utilize the knowledge of some of the most experienced and respected music professionals in the industry to guide processes and I take pride in implementing innovative solutions to develop the brand of the team resulting in better brand awareness and drive bookings.Strategies are employed using smart tools and resources to understand the implications of every brand choice and talent brand decision.Overall, I help to oversee many facets of the A.O.N Entertainment business, including the A.O.N Soundz brand, A.O.N DJ group management, local & international bookings for events & live stage shows, recording & remix studio bookings, event production and promotion, public relations and creation of new content for social media. Show less

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  Epic Experience Barbados

  Mar 2018 - Nov 2020

  Business Partner / Digital Media Consultant

  As the business partner responsible for the company's digital media strategy, I action the following tasks:- Design and implementation of company digital strategies within budget requirements.- Set specific digital objectives and monitor progress.- Ensure smooth operation for all digital tools and applications (e.g. website and social media)- Oversee digital projects.- Analyze SEO and marketing metrics.- Collaborate with other business partners to ensure brand consistency.- Suggest new optimization methods to improve customer experience.- Address advertising needs Show less

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  Offshore University in Barbados

  Jun 2018 - Aug 2018

  Digital Marketing Executive (Contract)

  Tracked performance of online marketing campaigns using Analytics tools. Created posts and amended copy to existing ones to ensure a better Click Through Rate (CTR). Conducted SEO audits and made subsequent recommendations and implementation. Created engaging content and aided in website copy and development for new and existing students.

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  Verizon

  May 2019 - Jan 2020

  Business Service Operations Coordinator

  My role as an Operations Coordinator with specific concentration on the Business & Government sector involved addressing business service challenges & opportunities with the full suite of Verizon products and services and includes actions such as:-Attracting potential customers by answering product and service questions suggesting information about other products and services.-Opening & maintaining customer accounts by recording and updating account information.-Resolving product or service challenges by clarifying and determining the cause ofthe problem, selecting and explaining the best solution, expediting correction or adjustment, following up to ensure resolution.-Maintaining financial accounts by processing customer payments & adjustments.-Recommending potential products or services to management by collecting customer information and analyzing customer needs.-Preparing product or service reports by collecting and analyzing customer information and contributing to the overall team effort by accomplishing related results as needed.-I consistently was awarded top NPS performer in my team and recognized center-wide for mx ability to go above and beyond for customer satisfaction. Show less

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  Ashley Furniture Industries

  Feb 2020 - Jul 2020

  As a Customer Service Representative with Ashley Homestore, it was my duty to promote quality Customer Service and maintain a positive relationship with both internal and external guests.Some of my duties included:Processing and completing sales transactions;Helping Sales Associates and Guests with financing;Implement store opening and closing procedures;Ensure all open and unresolved Customer issues were properly handled and satisfactorily resolved;Provide follow up and regularly communicates with internal departments as needed. Show less

  • Customer Service Representative

    May 2020 - Jul 2020

  • Retail Sales & Desgin Coordinator

    Feb 2020 - May 2020
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  Change Healthcare

  Nov 2020 - Jun 2021

  Scheduling Coordinator
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  Delta Air Lines

  Jun 2021 - now

  I support the Atlanta Engagement Center as a Customer Experience Manager. Some of my tasks include:- Direct oversight of the development and wellbeing of 70+ team members.- Working with Team Leads to develop and execute individual development action plans for themselves and the team members they support.- Analyse leader tools to determine priority focus areas in performance and wellbeing.- Identify and communicate potential impacts to employees with changes to procedures at a local and general office level. Show less After a successful stint as a New Hire Mentor, I was promoted to the role of Brand Advisor, now referred to as a Team Lead, which sees me supporting the growth and development of our reservation specialists at the Atlanta Customer Engagement Center. A summary of my responsibilities include: • Coaching our customer engagement specialists to deliver an industry-leading customer service experience, creating engaged customers and facilitating organic growth• Identifying behavioral trends in assigned customer engagement specialist team.• Coaching in a one-on-one format to boost performance and productivity.• Preparing reports and trackers to provide feedback to the Customer Engagement Leadership team regarding any trends/observations.• Partnering with Customer Engagement Leadership to discuss reservation specialist performance and create action plans to improve where necessary.• Monitor and report on completion of assigned learning assignments daily.• Assist Customer Engagement Leadership with day-to-day activities (contests, additional support or individual coaching). Show less Running concurrently with my role as a Premium Sales & Service Specialist, I assumed additional responsibilities to assist with grooming and shaping the onboarding and training of new hires to the Atlanta Customer Engagement Center. A summary of my responsibilities include: • Assisting with the entire onboarding process for assigned New Hire group.• Monitoring and reporting daily attendance to management.• Conducting live calls for new hire group observation of call flow• Assisting Lead Mentor with securing and coordinating in-classroom OJT call support • Partnering with Facilitator and Lead Mentor to discuss reported learner progress.• Provide feedback to New Hire Leadership team regarding any trends/observations.• Review OJT tracking form supplied by in-class support for trends with Facilitator and Lead Mentor.• Assist the Lead Mentor with OJT debriefs • Debrief with Lead Mentor, previous day phone call experience using the trend reports to identify daily topics• Monitor and report on completion of assigned learning assignments daily.• Partner with Lead Mentor and assist with listening to specialist calls for accuracy and performancefeedback• Assist the Lead Mentor with day-to-day activities (contests, additional support or individual coaching. Show less

  • Customer Experience Manager

    Sept 2024 - now

  • Team Lead - Leader Development Assignment

    Jul 2024 - Sept 2024

  • Team Lead

    Jul 2022 - Sept 2024

  • New Hire Mentor

    Apr 2022 - Jul 2022

  • Premium Sales & Service Specialist

    Jan 2022 - Apr 2022

  • Customer Service Specialist

    Jun 2021 - Jan 2022
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  The Vibe Social Group

  Sept 2023 - now

  Director of Marketing And Public Relations

  I enthusiastically provide day-to-day management of The Vibe Social Group's marketing and public relations activities. My position leads the marketing effort for all areas of the group and in support of the group's goals and needs.