David van Dyke is the VP of Customer Experience at Cable Bahamas. He has over 20 years of experience in the telecommunications industry. Since joining Cable Bahamas in 2012, he has held several leadership roles and has been instrumental in helping the company achieve strong revenue growth and market share gains. As VP of Customer Experience, he oversees 300+ employees and has implemented several successful initiatives that have led to dramatically improved customer satisfaction scores and increased employee engagement.

1. David van Dyke
VP of Customer Experience
Accomplishments

2. Increased Revenues
2011 2012 2013 2014F 2015 2016
99
112 113
114,5 115,4
122
$ millions Bahamas
2
David van Dyke Hired
Head of Sales May 2012
Personally “won” back Baha Mar in 2017 that billed 20M USD yearly from Cable and Wireless.

3. January 1 2015 Promoted to VP Customer Fulfillment (Sales)
News
Cable Bahamas Ltd. ‘beefs up’ executive team
January 26, 2015
The Nassau Guardian
In a move to strengthen its executive team and prepare for opportunities ahead, Cable Bahamas Ltd. has announced the addition of
David Burrows and David Van Dyke to its senior executive group.
David Van Dyke, vice president of customer fulfillment, joined Cable Bahamas in 2012, bringing with him a wide range of industry
knowledge primarily in the field of telecom. David has been in the communications industry for 20 years and has worked for mobile
telecoms leaders such as Vodafone, Digicel, Wind Mobile and BlackBerry. David’s career has taken him all over the world in both product
management and senior sales management functions, giving him a unique insight into both the mobile and fixed global
telecommunications markets.
“Van Dyke’s track record speaks for itself,” said Butler. “Additionally, his vast knowledge of mobile retail landscapes around the world will
be critical as we bid for the mobile cellular license.”
David Van Dyke has been instrumental in helping Cable Bahamas achieve the unprecedented 26 percent of The Bahamas’ home phone
market in two years with REVOICE. He has been taking a leading role in steering the REV team as it readies itself for the coming TV
competition and as the company makes its bid for mobile cellular services. Additionally, he conceived and launched Pulse 5 talk TV and
had major successes in the business and media sales market.

4. October 2015 Promoted to VP Customer Experience
• Continued to manage all Sales
• Assumed responsibility for Install Technicians, Service
Technicians and Fiber to the Home Technicians
• Assumed responsibility for Customer Contact Center
• Assumed responsibility for Retail Operations and
Service
• Assumed responsibility for Northern Bahamas and
Family Islands
90% (300+) of total Cable Bahamas workforce became the Customer Experience Division

5. Managed Largest Division in Cable Bahamas 300+ Employees

6. KPI’s as Division VP Customer Experience 2015 - 2017
• Created a One Tech Solution – Eliminating Silos of technicians to fix problems and
created savings in OPEX
• Eliminated all Day tech service calls/installs and brought it to 2 hour window,
seven days a week
• Established Whats App Customer Service contact ability
• Implemented Employee Advisory Committee to help fix operational issues from
the ground up
• Created partnership with local bill paying company to increase points of payment
from 3 to 16 locations
New Vision Statement and Culture of Service
Cable Bahamas no longer sells products - we sell an experience!
• Passion for Customer – All wages come from Customers!
• Focus on the Customer Journey – Entry, Move, Service
• Lack of Silos
• Customer Ownership - Problems and Queries are owned until resolved!
• Culture of Accountability at all levels
• Develop Teamwork Culture
• Create motivated and appreciated workforce
Increased Net Promoter Score 120% by 2016!

7. Raised Employee Engagement 82% YoY
IBM Kenexa Report Employee Engagement Survey 2016

8. YoY EEI Growth Overall Summary 2015 -2016
By Division – CEX Division Largest YOY EEI Change!

9. Executive Effectiveness Index by Division
% YoY Change
HR at 100% no
growth possible