Samantha Edwin
Castries,Saint Lucia
Summary
Talented professional with experience handling needs of several customers per day in busy environments. Positive and upbeat professional bringing service-oriented mindset, strong people skills and dedication to company success. Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
22
22
years of professional experience
Work History
Regional Customer Experience Manager
Digicel International Finance Limited
11.2021 - 07.2025
- Be the voice of the customer in all aspects and be the key interface to the broader organization to drive process and customer experience improvements leading to customer advocacy.
- Identify and prioritize customer pain points, issues, and bottlenecks and drive change utilizing practical continuous improvement tools.
- Working closely with the CX leads across the WI Region of each Customer Touchpoint to gain insight into customer experience improvement opportunities.
- NPS – Support the WI Region developments and train where necessary.
- Responsible for the overall leadership of Continuous Improvement framework and customer advocacy priorities across the WI Region.
- Develop and maintains appropriate relationships with all stakeholders to facilitate the successful accomplishment of business objectives.
- Develop and maintain customer journey maps for all customer interactions and share them with the WI Region.
- Lead data gathering, analysis, insight generation and presentation of information across the WI Region.
- Identify key issues and trends from data and analysis. Craft and tell compelling stories to departments addressing opportunities and rewarding key wins found in VOC data.
- Collaborate with other Customer Experience Executives (CEEs) to refine and improve the VOC process.
- Liaise and work closely with Departments other team stakeholders, establishing a structure for regularly sharing VOC insights.
- Partner with the Program Manager to set an organizational VOC & NPS vision, including a roadmap and action plan.
- Liaison for NPS Qualtrics delivery/support/training in the WI Region.
Customer Care Agent/POS Agent
Digicel International Finance Limited
07.2013 - 10.2017
- Customer Experience / First Call Resolution. Effectively providing the caller with the required information and customer care aimed at preventing a repeat call for further resolution.
- Accurately capture and document customers’ queries, complaints and resolutions using the appropriate CCF category to ensure that information can be used to perform further analysis of customer's query.
- Analyzing and troubleshooting customers issues with plans, devices etc.
- Display acceptable knowledge of Digicel's products, Services and procedures while providing exceptional service to each customer.
- Display acceptable skills while providing exceptional service to each customer within the guidelines of the QAT department.
- Ensure tickets are escalated accurately using correct categories and complete synopsis of customer's escalated matter.
- Use of all applications and GUIs used to access and analyse customers’ account and issues related to queries at hand.
- POS Agent - Be available to deal with queries raised through POS in a timely manner. Ensuring that focus is placed on delivering a quality experience for the customer by reducing their wait time.
- Postpaid Activations, sim replacements, changing plans via POS Gui.
- Assisting Grenada Market with Quick Pick Guru Activations Campaign.
- Assisting Markets with Activations and Sim Replacements (BVI and Dominica) with recovery after Hurricane Irma.
- Handling of RLYH Activations via Cain and E-Care Application.
- Served as part of the team for St. Lucia’s Project Hawk Team to collectively give our feedback and ideas on how to build up company as to reduce cost and increase revenue for Digicel St. Lucia Limited.
Volunteer Sales Assistant
RSPCA Store
London, United Kingdom
01.2012 - 07.2012
- Assisting Customers.
- Sorting of Clothing, Jewellery, Books.
- Shelving and Organizing Clothing, Books, Jewellery.
- Using Till and PDQ Machine.
- Pricing and Tagging items.
Invigilator (Temporary Employment/2 Weeks)
London South Bank University
05.2012 - 06.2012
- Ensuring students follow all examination procedures.
- Setting up of exam rooms.
- Escorting students to rest rooms.
- Logging in of any notable incidents on exam record.
- Directing students about specific rules and regulations guidelines to the exam.
Library Assistant (Temporary Employment/7 Weeks)
The British Library
London, United Kingdom
03.2012 - 04.2012
- Shelving of Books.
- Using Library Database to search for requests status.
- Transferring Books from Reading Room.
- Scanning Barcodes of Books.
- Issuing of books to readers.
Wedding Coordinator / E-Newsletter Editor (Part-time)
Dreamy Weddings and Tours
Castries, Saint Lucia
01.2005 - 11.2011
- Organizing, coordinating and helping couples plan and deliver successful wedding events.
- Interviewing and hiring vendors of various services, e.g. venues, caterers, music.
- Negotiating rates for wedding services on behalf of clients.
- Co-ordinating the sequence of events on clients’ wedding day.
- Designing decor and decorating venues.
- Writing and editing articles for the company newsletter circulated to clients and businesses.
Library Assistant /Audio Visual Librarian
National Documentation Centre, Government of Saint Lucia
Castries, Saint Lucia
06.2003 - 06.2011
- Filing and archiving government documents and records according to the classification scheme.
- Checking lists of invoiced items against stock.
- Assisting with research enquiries.
- Supervision of Summer Students assigned to Centre.
- Cataloguing, Indexing and Classification of documents.
- Data Entry.
- Answering telephone and email enquiries.
- Audio Visual Skills acquired in assisting Government Information Services - Editing and cataloguing of all government videography covered by Team.
- Data base entries into System Programme.
- Monitoring and overseeing Audio/Visual Library.
- Acting Head of Department for period of six months due to previous manager retiring.
- Training of New Head of Department.
Promotional Hostess
Spektacular Promotions
09.2007 - 06.2010
- Ambassador to Brands at Special Events e.g. Press Launches, Parties, Competitions.
- Promoting Brands e.g. Guinness, Heineken, Imported Beers.
- Selling Branded Merchandise at Jazz Festival.
- Interacting with Public and Brand Managers at Socials e.g. Heineken Kalalu Festival, Jazz Festival, Guinness DJ Competitions etc.
Education
GCEs / CXCs (GCSE Equivalent) - English Language, English Literature, Food and Nutrition, Principles of Business, Integrated Science, Social Studies, Mathematics
St. Joseph’s Convent Secondary School
Castries, Saint Lucia06.2001
Remedial Mathematics -
Sir Arthur Lewis Community College
Morne FortuneSkills
- Microsoft Word
- PowerPoint
- Outlook
- Data Analysis/Entry
- Report Creation
- Computer Literacy
- Qualtrics
- Team Collaboration
- Effective communication
- Active listening
- Time management
- Customer empathy
- Excellent communication
- Problem-solving aptitude
Hobbies and Interests
- Cooking
- Time management
- Interior Design
- My Daughter
- Singing
References
- Clarence Francis, Operations Manager - Grenada, Point Salines, Grenada, +17587163234, clarence.francis@digicelgroup.com
- Maria Medard, Former/Retired Director, National Emergency Management Organization [NEMO], Biseé, Castries, Saint Lucia, +17584885862, dialmd@hotmail.com
Courses Training
- Workshop on SUMA- Certificate of Participation
- CDS/ISIS Training Workshop- Certificate of Participation
- Customer Service for Front Line Staff- Certificate of Completed Training Courses
- Registered for SALCC - CIT101 Computer Applications Course (October 2025)
Timeline
Regional Customer Experience Manager
Digicel International Finance Limited
11.2021 - 07.2025
Customer Care Agent/POS Agent
Digicel International Finance Limited
07.2013 - 10.2017
Invigilator (Temporary Employment/2 Weeks)
London South Bank University
05.2012 - 06.2012
Library Assistant (Temporary Employment/7 Weeks)
The British Library
03.2012 - 04.2012
Volunteer Sales Assistant
RSPCA Store
01.2012 - 07.2012
Promotional Hostess
Spektacular Promotions
09.2007 - 06.2010
Wedding Coordinator / E-Newsletter Editor (Part-time)
Dreamy Weddings and Tours
01.2005 - 11.2011
Library Assistant /Audio Visual Librarian
National Documentation Centre, Government of Saint Lucia
06.2003 - 06.2011
GCEs / CXCs (GCSE Equivalent) - English Language, English Literature, Food and Nutrition, Principles of Business, Integrated Science, Social Studies, Mathematics
St. Joseph’s Convent Secondary School
Remedial Mathematics -
Sir Arthur Lewis Community College