Elizabeth Schaefer
Pembroke
Summary
Accomplished operations management consultant with a proven track record in leveraging technology and innovation to drive operational excellence and economic efficiencies. Skilled in strategic and financial planning, team collaboration, and new product development, with a focus on optimizing business processes and enhancing financial outcomes. Adept at harnessing technical and interpersonal skills to deliver impactful results, demonstrating a keen ability to improve operational frameworks in diverse organizational settings.
Overview
26
26
years of professional experience
Work History
Business Partner and Contractor/ Head of Services
Bermuda Clarity Institute/ Clarity AI
04.2024 - Current
- Contractor for Sales and Administration for the new business product of AI workshops for individuals and business groups and organizations
- Responsibility for sales and information communications with organizations and companies interested in the workshops, customer and business partner relationship management, coordinating of the workshops, managing the billing of clients in coordination with the finance support contractor, CRM software management and reporting using HubSpot, attendance and assistance with workshops and the creation and distribution of follow-up satisfaction surveys
Telecommunications Billing Consultant/Cost Efficiency Expert
Fluent
11.2014 - Current
- Telecoms Expense Management Consulting/Small Project Management
- Assisting businesses and individuals with reducing their telecoms expenses (mobile, internet, long distance) through past bill analysis and telecom billing audits
- Have achieved 15 to 45% savings for business clients
- Regulatory Authority of Bermuda – Sub Committee Member - Quality of Service for Broadband (2015)
- Established excellent working relationships with key individuals with all local carriers and clients
Co-Founder & Chief Operating Officer
Horizon Communications Ltd
09.2019 - 12.2022
- Spearheaded the daily operations of a dynamic telecommunications start-up, establishing and nurturing pivotal relationships with employees, customers, clients, and international vendors
- Focused on building a culture of trust and collaboration
- Managed all aspects of office operations and infrastructure, ensuring seamless functionality and efficiency
- Led cross-divisional alignment, regularly analyzing and optimizing systems and processes for enhanced quality, efficiency, and productivity
- Implemented re-engineering initiatives and financial controls to reduce costs and ensure budget compliance
- Instrumental in the recruitment and development of initial teams, establishing the HR framework in line with the company's values, brand, and the Bermuda Employment Act
- Collaborated with HR contractors to align human resource strategies with organizational objectives
- Oversaw the creation and management of the customer service division, aligning it with sales and marketing efforts
- Developed and executed innovative customer service strategies, emphasizing a technology-driven, client-centric approach
- Directed the development and implementation of the company's primary billing system (Camvio), ensuring accuracy, timely distribution, revenue assurance, and compliance
- Collaborated closely with the finance team for effective financial management
- Managed the importation logistics of equipment orders, including coordination with shipping agents and ensuring accurate customs documentation and receipt of goods
- Led the marketing operations, coordinating with multiple contractors to execute comprehensive marketing strategies, including social media and website development, enhancing the company's market presence and brand recognition
Senior Advisor/Telecoms Consultant
Wave Bermuda Ltd. (DBA Horizon Communications)
01.2017 - 09.2019
- Assisted fellow founders with establishing a presence for Horizon Communications in Bermuda
- Key member of founding team set to build the company and startup operations
Manager – Customer Billing Systems
CellOne/Bermuda Digital Communications Ltd. (now One Communications)
10.2011 - 04.2014
- Responsible for the management of the company’s primary billing system (ENVISION/Advantage360 Software) and all other system user interfaces to oversee all critical processes such as rating and billing and escalate/resolve system functionality defects as encountered by users
- As a system front end “super-user” worked closely with the ATNI (Parent Company) Billing Support team along with internal Customer Service, Retail, Marketing and various software vendors to create/bill for new wireless products
- Local technical, billing and provisioning lead for the CellOne merger with M3, defining all business processes and procedures for customer migration from the M3 network to the CellOne network, with responsibility for training the ATNI Little Rock, Arkansas call centre
- Project management for all new services/products, from concept, service plan design and build, testing and bill presentment through to launch
- Responsible for revenue assurance in the billing of call records from the network into the various billing platforms used by CellOne, and with the help of associated reporting tools identified any areas of revenue shortfalls
- Worked with Billing Analyst on the monthly bill runs to ensure accuracy in rating and associated monthly revenue
Retail and Customer Care Manager
CellOne (now One Communications)
07.2008 - 09.2011
- Overall responsibility for the Bermuda Call Centre, 4 Retail locations and 26 employees
- Oversaw 4 Retail Store Managers on the operations of their respective stores with a view to maintaining a high level of customer service, and supervised in regard to staffing and creating a motivational environment conducive to personal growth and development
- Facilitated the communication and training on all new products and services, policies and billing system procedures prior to launch of wireless offerings
Customer Care Manager
CellularOne (now One Communications)
03.2001 - 06.2008
- Managed the Customer Care Call Centre with responsibility for maintaining excellent customer relations and overseeing the resolution of all complaints in a timely manner
- Recruited, trained and managed a team of 7 Customer Care Representatives
- Liaised with the Billing Software Vendor for swift resolution of billing system issues
- Liaised with other departments to better understand and fulfill customer needs
- Developed a proactive problem-solving approach via a thorough understanding of all billing software interfaces
Project Manager/Vice President
International Bonded Couriers / ZipX
05.1999 - 02.2001
- As a project manager, re-engineered, re-branded and re-launched IBC’s Personal Forwarding Service (ZipX), which provides Bermuda residents the ability to purchase products from US websites and have them forwarded to Bermuda using a US address
- Promoted to VP of ZipX and managed a team of 14 staff with overall responsibility for the ZipX service, including sales, marketing, customer service and operations
- Built the service to a customer base of 4000 active users from 500 and achieved sales of $1.6 million over a 12-month period
Education
Bachelor of Science - Biology
University of Western Ontario
01.1983
Skills
- Administrative management
- Operations management
- Strategic planning
- Organizational development
Personal
Bermuda, UK, Germany, Walking, gym, kayaking, paddleboarding, pickleball, tennis, other outdoor activities, German
Timeline
Business Partner and Contractor/ Head of Services
Bermuda Clarity Institute/ Clarity AI
04.2024 - Current
Co-Founder & Chief Operating Officer
Horizon Communications Ltd
09.2019 - 12.2022
Senior Advisor/Telecoms Consultant
Wave Bermuda Ltd. (DBA Horizon Communications)
01.2017 - 09.2019
Telecommunications Billing Consultant/Cost Efficiency Expert
Fluent
11.2014 - Current
Manager – Customer Billing Systems
CellOne/Bermuda Digital Communications Ltd. (now One Communications)
10.2011 - 04.2014
Retail and Customer Care Manager
CellOne (now One Communications)
07.2008 - 09.2011
Customer Care Manager
CellularOne (now One Communications)
03.2001 - 06.2008
Project Manager/Vice President
International Bonded Couriers / ZipX
05.1999 - 02.2001
Bachelor of Science - Biology
University of Western Ontario
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