Summary
Overview
Work history
Education
Skills
Websites
Languages
Affiliations
Accomplishments
Certification
Professional Development Training Certificates and Awards
References
Timeline
Generic
Lien Philogene-Norville, CGSP, CAPM

Lien Philogene-Norville, CGSP, CAPM

St. Michael,Barbados

Summary

Seasoned business development professional seeking leadership position with increasing responsibility and room to contribute to company success. Strong record of accomplishment over 20 years in business and administration.

Overview

17
17
years of professional experience
1
1
Certification

Work history

Temporary Customer Care Representative

Alzheimer’s Association
Chicago , Illinois
08.2025 - 09.2025
  • Assisted customers by providing accurate information and resolving inquiries efficiently.
  • Collaborated with team members to ensure seamless communication and consistent service delivery.
  • Utilised customer relationship management systems to track interactions and update customer records.
  • Educated customers about products and services, enhancing their overall experience and satisfaction.
  • Prioritised tasks to meet and exceed company objectives and goals.
  • Conducted outbound calls courteously to resolve outstanding matters.
  • Delivered exceptional service with timely responses to queries.
  • Established rapport with customers to encourage repeat business.
  • Deescalated tense situations for improved customer relationships.
  • Improved customer retention by 50%, through service and account management.

Business Developer, Entrepreneurship Educator

Better Business Consulting
Roseau, Dominica
12.2018 - 06.2025
  • Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
  • Conducted industry research to identify growth opportunities.
  • Led cross-functional team projects, boosting internal collaboration and efficiency.
  • Created and maintained database containing information on business proposals and contacts.
  • Built public relations strategies for broadened advertising scope.
  • Contacted and converted potential customers via telephone, email and in-person enquiries.
  • Fostered a culture of innovation within the team, leading to fresh ideas and approaches.
  • Evaluated client business needs and matched customers to appropriate products and resources.
  • Drafted detailed business proposals and plans to secure lucrative deals.
  • Pitched ideas for business development to the executive team and gave in-depth presentations to clients using effective public speaking skills.
  • Brainstormed ideas with clients and stakeholders to maximise project potential.
  • Coached team to build client relationships and exceed sales targets.
  • Managed multi-channel advertising campaigns to support sales objectives.
  • Identified opportunities to drive business growth, diversification and expansion.
  • Conducted market research to understand customer base and enhance products.
  • Designed strategies to contribute and enhance seamless workflows across different teams and departments.
  • Analysed trends in the marketplace to anticipate consumer needs.
  • Increased brand visibility by organising high-impact marketing campaigns.
  • Streamlined workflows for increased operational efficiency.
  • Identified potential partners to expand market reach.
  • Developed strategic partnerships with local businesses to enhance entrepreneurship programmes.

Government Administrative Officer

Government of Dominica
Roseau, Dominica
06.2008 - 09.2019
  • Drafted correspondence for government officials, maintaining professionalism and accuracy.
  • Liaised with external stakeholders to strengthen relationships and partnerships.
  • Liaised with local authorities to address concerns and build mutually-satisfactory solutions.
  • Managed schedules for top executives, ensuring optimal time management.
  • Assisted managers in compiling and organising materials for meetings.
  • Handled public enquiries effectively whilst maintaining excellent standard of service delivery.
  • Coordinated operations to integrate and align with outside departments and official policies.
  • Presented operational results, group achievements and specific needs via public presentations.
  • Prepared comprehensive reports for informed policy decisions.
  • Conducted extensive research on public policies, leading to informed decision making.
  • Represented organisation publicly at events, meetings and conferences.
  • Supported senior management for timely decision-making with organised data analysis.
  • Identified and resolved issues using critical thinking and problem-solving skills.
  • Engaged stakeholders with department activity through informative reports and presentations.
  • Streamlined workflow by digitising physical records into an online database.
  • Oversaw security policies and clearance assessments to minimise loss or damage to critical assets.
  • Kept and maintained accurate filing system for preservation of office information.
  • Evaluated documents, briefs and reports submitted by subordinate staff and managers.
  • Assisted in budget preparation to ensure adequate resource allocation.
  • Worked flexibly to meet changing shift patterns and cover staff absences.
  • Contributed to harmonious and productive office environment by building positive relationships with coworkers.
  • Organised tasks by level of urgency and importance to make best of use time and resources.
  • Created systems for budgetary planning and control, keeping operations in line with idealised guidelines.
  • Delivered sound advice to government agencies, legislators and officials on specific policy matters.
  • Improved communication practices through efficient minute-taking in meetings.
  • Recorded information in Word and Excel documents for reliable reference.
  • Provided printing, photocopying scanning support to colleagues.
  • Completed administration tasks to maintain accurate, up-to-date records and documentation.
  • Assisted with the recruitment process, enhancing team performance.
  • Maintained confidentiality of sensitive government documents using secure filing systems.
  • Coordinated internal events with detailed planning and organisation skills.
  • Coordinated training programmes for staff development and capacity building.
  • Adhered strictly to governmental procedures to assure compliance with regulations.
  • Managed front office operations, resulting in improved customer service.
  • Organised travel arrangements for employees attending conferences or official trips abroad.

Education

Certificate of Higher Education - Continued Professional Education

University of The West Indies Global Campus
Elmshall Road, Dominica
08/2020 - 06/2021

Bachelor of Science - Accounting and Finance

University of The West Indies CaveHill Campus
Bridgetown, Barbados
08/2010 - 10/2014

A-Levels - Accounting

Dominica State College
Stockfarm Campus, Dominica
09/2005 - 10/2009

Diploma of Higher Education - Principles of Accounts and Computer Science

Convent High School
Roseau, Saint George, Dominica
09/2000 - 07/2005

Skills

  • Business intelligence tools
  • Account management
  • Database management
  • Highly organised
  • Market and trend analysis
  • Critical and creative thinking
  • Proposal writing
  • Research
  • Microsoft Office proficiency

Websites

Languages

English
Native
French
Advanced
French Créole
Advanced

Affiliations

  • Reading Business and Law Books
  • Traveling and Business Culture
  • Writing and Journaling
  • Startup Mentorship and Advising

Accomplishments

  • Junior Chamber International Award for Professionalism
  • Junior Chamber International Award for Most Outstanding Member
  • National Miss Wob Dwiyet Pagent Award- 2nd Runner Up
  • Junior Chamber International Secretary General
  • Junior Chamber International Executive Vice President
  • Business Professional Women Executive Vice President

Certification

  • Certified Guest Services Professional- Tourism [American Hotel and Lodging Education Institute][CGSP]
  • CompTIA Fundamentals+ Certified
  • Certified Associate in Project Management [CAPM]

Professional Development Training Certificates and Awards

  • United States Department of State Bureau of Educational and Cultural Affairs- Certificate awarded for successful completion of the Young Leaders of the Americas Initiative Professional Fellows Programme- September 19- October 24, 2018
  • Global Ties Miami- Certificate of Achievement awarded for successful completion of the 4-week U.S. Department of State YLAI Professional Fellowship, in Miami Florida, USA- October 19, 2018
  • Junior Chamber International Award for distinguished service and outstanding contribution- January 16, 2018
  • OAS & DAIC certificate of achievement awarded for participating in the Dominica Entrepreneurship and Innovation Hub- October 4-9, 2020
  • DAIC certificate of completion awarded in recognition of successfully completing Financial Management Training Module 1 and 2- June-July, 2020
  • US Department of State, YLAI & 3-Day Startup certificate awarded on participation in the YLAI Entrepreneurship Ecosystems Everywhere Initiative- December 2019
  • National Development Foundation of Dominica Ltd. awarded certificate of participation in NDFD’s Green Innovations Summit- June 2021
  • US Department of State, YLAI & 3-Day Startup certificate awarded, in recognition of successful completion of YLAI 2018 Entrepreneurship Institute
  • Dominica Youth Business Trust [DYBT] certificate awarded for successful completion of a small business management training- June- November 2020
  • DYBT’s 24th Small Business Facility Grant Awardee- November 2020
  • Global Green Growth Institute certificate awarded for the completion of the 2021 Eastern Caribbean Greenpreneurs Incubator Program following the Social Lean Canvas Methodology and Design Thinking principles
  • National Co-operative Credit Union certificate awarded for participation in the 2016 Small Business Seminars [Managing a Successful Business, Procurement for Small Business and Customer Service in Small Business]
  • National Co-operative Credit Union certificate awarded for participation in the 2017 Small Business Seminars [Elements of Marketing, Practical Promotional Tools for Small Business, Financial Management and Budgeting for Small Business]
  • Government of Dominica and the European Union ICT Development Programme certificate awarded for successful completion of the six (6) weeks Information and Communication Technology (ICT) Capacity Building- Adult Education Training Programme- Computer Literacy
  • Government of Dominica Human Resource Development Unit certificate awarded for participation in the New Entrants‘ Course [Topics covered:Introduction to the Public Service, Structure of the Public Service, Staff Rules and Conditions of Service, Communication Skills, etc.]- October-November 2009
  • Government of Dominica Human Resource Development Unit certificate awarded for participation in the Customer Service Workshop- September 2009
  • Government of Dominica Human Resource Development Unit certificate awarded for participation in the Building Interpersonal Skills Workshop- November 2014
  • Government of Dominica Human Resource Development Unit certificate awarded for participation in the Time Management Workshop- January 2016
  • Government of Dominica Human Resource Development Unit certificate awarded for participation in the Effective Communication for Junior Officers- October 2016
  • Government of Dominica Human Resource Development Unit certificate awarded for participation in the Report Writing Workshop- January 2019
  • Government of Dominica Human Resource Development Unit certificate awarded for participation in the Public Service Rules and Regulations- February 2019
  • Banco Europeo de Inversiones, MicroPitch Caricom Edition & Frankfurt School of Finance & Management certificate awarded for completing three (3) virtual training sessions that took place as part of the MicroPitch Entrepreneurship Training Series [Digitization and E-Commerce, Green and Sustainable Business Practices and Business Management and Financial Planning]- November 2021

References

References available upon request.

Timeline

Temporary Customer Care Representative

Alzheimer’s Association
08.2025 - 09.2025

Business Developer, Entrepreneurship Educator

Better Business Consulting
12.2018 - 06.2025

Government Administrative Officer

Government of Dominica
06.2008 - 09.2019

Certificate of Higher Education - Continued Professional Education

University of The West Indies Global Campus
08/2020 - 06/2021

Bachelor of Science - Accounting and Finance

University of The West Indies CaveHill Campus
08/2010 - 10/2014

A-Levels - Accounting

Dominica State College
09/2005 - 10/2009

Diploma of Higher Education - Principles of Accounts and Computer Science

Convent High School
09/2000 - 07/2005

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Lien Philogene-Norville, CGSP, CAPM