Professional Services Manager & Technical Solution Manager
Nixxis Indian Ocean Ltd
Total years of experience :16 years, 7 Months
Key Responsibilities:
• Managed comprehensive company operations across all departments, oversaw the entire companys recruitment process, and administered budget allocations, ensuring the attraction and retention of top talent while maintaining financial efficiency.
• Supervised and maintained the organizations repository of software applications and integrations, adhering to best practices through effective staffing, training, management of a technical team, and regular evaluation of staff performance to promote growth and productivity.
• Led the planning and coordination of processes and activities related to the development, delivery, and integration of software programs, applications, and third-party solutions, ensuring alignment with business requirements and onsite problem resolution across multiple countries.
• Worked closely with our branch offices in Turkey, France, Vietnam, the Maghreb region, and our mother company in Belgium to ensure seamless global operations and adherence to unified standards.
• Drove strategy and planning, ensuring applications met business needs, fulfilled end-user requirements, and resolved system issues efficiently across diverse markets.
• Supported pre-sales activities, including on-site customer visits and technical strategy sessions, to align solutions with client expectations globally.
• Oversaw the acquisition and deployment of new applications, evaluating and configuring software products, and enhancing existing applications to boost efficiency and effectiveness on a global scale.
• Acted as the main point of contact for contractors and partners internationally, ensuring clear communication and effective collaboration on various projects.
• Steering pre-sales activities, aligning technical solutions with client expectations, and innovating with generative AI and voicebots to elevate contact center efficiency and quality.
Achievements:
• Building and mentoring high-performing teams, optimizing application support and ensuring the recruitment and retention of top-tier talent. My efforts have significantly boosted operational efficiency, user satisfaction, and global project delivery timelines, marking a notable increase in project acquisitions.
• Enhancing our software ecosystem, ensuring alignment with business objectives while facilitating operations through close collaboration with partners worldwide.
• Revamped Training/Certification Program: Successfully redesigned and enhanced the certification program, improving the training curriculum for internal teams and partners.
Scope : France, Canada, USA, Australia, Dubai
This role encompassed a broad spectrum of responsibilities, from project management and team leadership to customer service and technological innovation, with a strong emphasis on adapting to the digital shifts and consumer behavior changes brought about by the COVID-19 pandemic.
Key Responsibilities
• Managed and mentored a diverse team of production professionals, including webmasters, digital marketers, and copywriters (in both French and English), to foster innovation and productivity.
• Implemented optimizations of processes (3x gain), methods, and tools through effective collaboration with domain experts to increase efficiency and effectiveness.
• Managed customer relationships, ensuring high levels of service and client satisfaction by improving visibility, traffic, and overall efficiency of digital campaigns.
• Engaged in strategic partnerships, including liaising with Google, Facebook and Waze on new products and problem escalations, to stay at the forefront of digital marketing trends.
• Worked closely with the product team to enhance the in-house Content Management System (CMS), incorporating new features to meet evolving market demands.
• Actively participated in post-COVID innovation workshops, contributing to the reinvention of the companys strategy. This initiative led to significant developments, including the creation of a home food delivery module for the CMS, addressing the surge in demand for online food services and delivery platforms during and after the pandemic.
Achievements:
1. Tripled production output while reducing the workforce by 50% by completely re-engineering the process based on principles of Toyotism, marking a significant achievement in operational efficiency and productivity. This strategic overhaul not only enhanced the companys capacity to deliver projects but also optimized resource utilization, setting a new standard in process efficiency.
2. Implementation of customer satisfaction and Net Promoter Score (NPS) surveys following project go-lives and modifications. This initiative provided invaluable insights into client perceptions and experiences, enabling us to refine our services and enhance customer satisfaction continuously. The feedback mechanism significantly contributed to our strategic decision-making process, ensuring that our improvements were aligned with client needs and expectations.
Key Responsibilities:
• Delivered comprehensive remote and onsite technical support, offering expertise in a broad range of software and hardware issues to ensure optimal system functionality.
• Conducted meticulous follow-ups on troubleshooting efforts and the resolution of hardware/software/VoIP issues with clients, ensuring high satisfaction levels.
• Performed data collection, analysis, and documentation to support continuous improvement in service delivery.
• Efficiently escalated complex technical issues to development teams, facilitating swift resolutions and minimizing downtime.
• Led the integration of new third-party products and the development of Interactive Voice Response (IVR) systems.
• Managed projects from inception to completion, including conducting client meetings, qualifying needs accurately, establishing action plans, and crafting coherent pre-sales technical proposals.
• Identified potential sales opportunities and contributed to business development efforts, driving company growth.
• Conducted training and certification sessions for both staff and clients, improving their understanding and efficient use of the companys products and services.
• Supported the companys talent acquisition initiatives, helping to build a skilled and effective team.
Achievements:
• Led the integration of critical third-party software, including IVR Designer and scripting tools, enhancing customer experience.
• Optimized the deployment process for new installations, reducing deployment times and significantly improving customer satisfaction rates.
• Implemented strategies for the reliability of solutions after incidents, elevating system stability and client trust.
• Orchestrated several strategic migrations of customer systems from on-premise to cloud-based infrastructures.
• Played an important role in the launch of Nixxis Telecom, a sister company providing VoIP service, contributing to testing and feedback and thus establishing a new revenue channel.
Following a merger, my role evolved into a highly technical, cross-functional hub. Serving as the central point of contact, I bridged communication and collaboration between diverse teams:
• Network Operations Center (NOC): Ensured seamless network operations and swift issue resolution.
• Field Technicians: Streamlined field operations by providing timely technical support and guidance.
• France Telecom: Fostered productive partnerships to enhance service delivery and address customer needs.
• DSP (Délégation de Service Public in French): Coordinated interventions on the fiber network infrastructure in Réunion Island & other French DOM.
• Product Innovation Team: Collaboratively explored and implemented innovative solutions. (transition to new CRM, ticketing & agent diagnostic tools)
• Training Director: Liaise with training director to training programs to empower technical teams.
• Data/Voice Engineering Teams: Participated in regular workshops for incident resolution and network improvement.
• Contact Centre Solutions: Oversaw the administration and development of campaigns on the Nixxis Contact Suite for the entire group, maximising the use of the call centre software.
In this dynamic environment, I thrived as a critical thinker. I consistently devised and implemented innovative approaches that tackled intricate technical challenges and unlocked significant improvements. My approach also allowed me to extract valuable customer trends from data analysis, informing strategic decision-making and service improvement initiatives.
•Spearheaded multi-department leadership: Led customer helpdesk (ADSL/Fiber/Satellite/IPTV), customer service, billing, tele sales, welcome call, and debt collection departments.
•Oversaw strategic planning & workload: Managed strategic planning and workload distribution for managers and supervisors across ~200 employees in Mauritius, Réunion Island, Guadeloupe, and Martinique.
•Cross-functional expertise: Demonstrated expertise in diverse customer service functions across multiple departments.
Led customer helpdesk level 1 and 2 - (ADSL/Fiber/Satellite/IPTV).
• Pioneered troubleshooting procedures: Established comprehensive support protocols for a nascent helpdesk and kept refining them iteratively through the years for optimal effectiveness.
• Agent empowerment through training: Built high-performing teams of agents, coaches and supervisors. Cultivated a highly competent team through the development and implementation of comprehensive training and evaluation programs.
• Technological advancements: Spearheaded the introduction of innovative troubleshooting tools for ADSL customers, streamlining diagnostics and resolution time.
• Proactive issue identification: Implemented proactive incident detection leveraging equipment logs (radius & DSLAM), pre-emptively addressing network and customer-side concerns before escalation.
• First-call resolution: Elevated first-call resolution rates and customer satisfaction through strategic interventions and data-driven optimizations.
• Escalation acumen: Effectively and promptly escalated critical issues to relevant departments, ensuring timely resolution and minimizing customer impact.
Achievements:
• First Helpdesk Manager: Led the development of a newly established helpdesk, transforming it into a high-performance team through strategic leadership and continuous process improvement.
• Crafted of the Hotliners Bible: a go-to resource showcasing my deep understanding of troubleshooting scenarios and commitment to empowering the helpdesk team with best practices. Earning it the nickname bible for its invaluable support.
• Productivity and Growth Catalyst: Made significant contributions across various domains, including team training, process re-engineering, talent retention, and overall company growth, by implementing innovative strategies that boosted team productivity and enhanced operational efficiency.
• Innovative Diagnostic Tool Implementation: Introduced new technological tools aimed at agent empowerment and enhanced customer service, leading to notable improvements in customer satisfaction and service quality.
Hotliner - Inbound/Outbound Call Handling - ADSL and WiMAX, Email, IPTV Support
• Assisted customers with the setup of ADSL modems, routers and STBs.
• Performed remote diagnostics to fix network and connectivity problems.
• Achieved high customer satisfaction through effective troubleshooting and communication.
• Monitored network performance and reported issues for technical review.
• Oversaw back-office operations and led specialized task forces, enhancing operational efficiency.
Achievements:
• Established GAMOT unit: Facilitated smooth collaboration with France Telecom for technical issue resolution and process implementation.
• Implemented internal wiki and collaboration tool(collab): Enhanced team knowledge sharing and streamlined information access.
• WiMAX support: Was one of only two hotliners handling complex WiMAX technical issues, demonstrating deep expertise and troubleshooting prowess.
• Implementation of cybercafé management software.
• PC assembly/maintenance/repair and network setup
• Operating system and software installation
• CCTV surveillance camera installation
• Implementation and use of an e-marketing solution (email and SMS)
Certification
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