Digicel today announced the appointment of Dwayne Tulloch as the new Chief Executive Officer for its Antigua and Barbuda operations effective immediately. Dwayne’s immediate responsibilities include delivering operational excellence across all channels while adopting a digital-first approach to offering the best communications experience to all customers.
As part of this role, Dwayne will also have oversight of Digicel’s Montserrat operations, where he will focus on helping to grow the GSM and Home Entertainment operations there.
A Jamaican by birth, Dwayne brings over twelve years’ telecommunications experience to this role. He joined Digicel Jamaica as Service Delivery Manager in 2012, and one year later, he was promoted to Customer Care Director – a testament to his drive to succeed and his get-it-done-right approach. During his four-year tenure as Customer Care Director, he transformed the way Digicel interacted with its customers by formalising customer engagement via social media platforms and with the introduction of Live Web Chat.
In his most recent role as Director of Operations for Digicel Jamaica, where he had responsibility for managing the Customer Care Project Management Office across both mobile and home entertainment units, Dwayne successfully led and executed the implementation of Local Number Portability in Jamaica as well as the establishment of the Jamaica Customer Care unit, which now serves fourteen English-speaking markets. Prior to joining Digicel, Dwayne was responsible for strategic business management at Xerox, where he managed the customer care operations for international companies such as US Cellular and Orange.
Taking over from Janice Sutherland who exits the business to pursue personal ventures, Dwayne said; “We want our customers across Antigua and Barbuda and Montserrat to know that Digicel is invested in delivering the best communications and entertainment experience to them. We are committed to listening to our customers and designing products and services that, even more than before, place them at the forefront of our operations. Ultimately, our aim is to ensure that customers are fully satisfied with choosing Digicel as their provider of choice for mobile, home entertainment or ICT services.”
In congratulating Dwayne on his appointment, Vanessa Slowey, CEO for Digicel Caribbean and Central America, said; “I am very proud of Dwayne’s growth in Digicel to date. As one of the youngest in our senior management team, Dwayne has shown over and over again that he is also one of our brightest minds who is constantly bringing a fresh perspective to the business. I am confident that he will take our operations in Antigua and Barbuda and in Montserrat to the next level in delivering superior experiences to all our customers. I also want to use this opportunity to thank Janice Sutherland for her leadership to the team over the years and wish her all the very best in her endeavors.”
Throughout his tenure in Digicel Jamaica, Dwayne led his teams to copping eleven Jamaican national customer service awards, including the coveted PSOJ/JACSA Service Excellence Award (large business category) in 2015, as well a personal award for the ‘Project of the Year’ from the Project Management Institute of Jamaica for his role as the lead in the implementation of Jamaica’s LTE roll-out.