Alpha Easy Services - Alpha Utilities
Total years of experience :0 years, 0 Months
unforeseen overnight lockdown presented as a real challenge since some of our customers\residents are not registered for the online portal. Taking the
same into consideration I designed a business requirement module and implemented configuration of Easy Services with in a short span of 3 days.
Easy Services are channels that enabled even the non registered customers to make payments, check bills, register or apply for final bills all in a
controlled environment where are transactions were conducted and monitored in real time.
With in 3 days we managed to design a one time payment link portal supported by N- Genius, deployed new WhatsApp and Easy Communication channels
for registered & non registered customers whilst maintaining a healthy services level.
Managed to educate all the customers registered\non-registered about Easy Services through multiple campaigns in a short period of 3 days. The
project was so successful that we ended up meeting the same collections target as we did in the live operations. Moreover, our transactions increased by
47 percent during the lockdown.
- A Project Of Harbor Real Estate
Designed the entire e portal platform for the developers and orchestrated the entire project to the launch of the E Portal. The project was successful
and with in the first 3 months of the launch we managed to persuade 78% of our customers to sign up with the E Portal Services.
In line with Dubai Paperless initiative we initiated a dedicated project where by we made all our processes & procedures to be paperless.
The first phase of the project was to transform all the existing thousands of registration & contract termination applications to electronic data, followed
by transforming of all receipts, invoices & supporting documents to electronic data. The same has been completed enabling us to initiate phase 2.
The phase 2 of the project was to ensure all our walk in transactions such as new registrations, final bill applications, Doc Requirements and payments
are truly paper free. We are approaching the final stages to completing the same.
Change Management - Al Tareeqah (2013)
Conducted and successfully implemented a complete change management cycle restructuring the call center operations the resulted in dramatic
improvement in sales whilst working as a freelancer.
Launch of SOS Retail Operations -Wateen Telecom (2010)
Nominated as the project manager for a project that aimed at forming a new team and platform for operations that would overtake Bank End Support
under contact center. Successfully formed a new department named SOS for Retail back end operational support to all 41 franchises and 7 WIC(s)
nationwide.
DEO to CSR conversion - Telenor (2005)
Upon launch of the new telecom Telenor, it was immediately realized by the management that there was an urgent requirement of recruiting additional
CSR(s) to cater to the need of meeting the desired service level in the call center. However, with calls dropping in thousands everyday time was of the
essence.
Recruiting & Training new CSR(s) would take weeks. This is when I presented the management with a possible solution of training the existing Data Entry
Operators to working as CSR(s). I was personally assigned this project. I shortlisted a total of 100 DEO(s) and got them trained on accent reduction, soft
skills and customer relations in a short period of 7 days.
The project was a success and all
Responsible for Customer Relations, customer experience, customer acquisition, customer retention & maximizing revenue through tele
sales & after sales services.
Demonstrated successful streamlining of Operations within a week of takeover followed by implementation of Continuous Improvement
Process & Six Sigma.
Talent Development & Management of CRM and Tel3e sales Executives & Supervisors.
Implemented Customer Data Analysis & Segmentation resulting in increase of sales\ staff ratio from 26% to 74%.
Formed a new back end operations team named SOS that was then responsible for after sales services support to 41 franchises & 7 Walk
in Centers nationwide.
Trained & managed over 49 teams, CRM Managers & post sales operations franchise teams.
Implemented change management\Six Sigma - organizational change on all 41 franchises & 7 walk in centers. This was followed by a
custom crafted TDP for each center to maintain and enhance the change.
Post deep dive analysis, Implemented successful Customer Retention & Customer Journey Mapping campaigns nationwide that helped
decrease the churn rate from 12% down to 4% over a period of 3 months.
Responsible for floor operations & customer relations of the entire recruitment team.
Restructured the call center with primary focus on CRM, KPI, SLA, ERP and Traffic Operations.
Played a vital role in process mapping for a productive and accurate recruitment & assessment of shortlisted candidates.
Was recruited as one of the pioneers 6 months before launch of Telenor PK. This gave me the chance to truly understand the challenges a
new organization faces getting off the ground.
Initial responsibilities was floor management for the entire call center from the date of the launch. Managed CRM operations & a large
team of 170 + CSR(s).
Was awarded supervisor of the year first year after launch of operations and the following year.
Accountable for designing rosters for the entire Call Center Team of 1700 agents & Supervisors.
Given a special task, conducted result oriented trainings on Data Entry Operators over a period of 2 weeks successfully meeting the
challenge of converting & preparing data entry operators to customer service representatives.
Played a vital role in implementation of Six Sigma & Team Facilitation.
Product Support Executive\Back Up Traffic Controller
IBEX Global
for globally acknowledged organizations such as Lego, Yokohama, Seiko, LA Times, and Walt Disney
etc.
Acted as a back up traffic controller for Call Center Operations when required.
Awarded agent of the month on 6 different occasions for US publications for best AHT.
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PERSONAL PROJECTS
Launch of New ERP\CRM - Alpha Utilities (08/2020 - Present)
Nominated Project Manager for designing, implementing and launch of the new ERP for the organization under a new SaaS.
Successfully orchestrated a new platform for the ERP that is infused with the key attributes for a robust CRM that will result in streamlining operations
for both internal and external customers.
In
