Senior Manager
Nissan Middle East
Total years of experience :16 years, 1 Months
Achieved dealer sales and marketing lead integration as a first for our entity. Impact on faster and easier analysis of each market and region which enabled richer data (+60%) and faster decision making (+75%) through high impact analytics, integration and visualization
Unified the region solution for Total Customer Satisfaction case and resolution management. Impact streamlined communication (+50%) automation and queue management, faster case resolution (+25%) and better forward visibility
Successfully implemented and managed the Tableau, BI and analytics projects and managing a team of resources in development and delivery activities. Impact online analytics platform, self-service reporting, high visual dashboards in key areas for analysis and discussions
Implemented call centre application on time and within budget. Impact in reducing waiting time improved analytics and automated follow ups achieved in keeping 90% resolution ratio
Successfully lead Pre Sales, implementation and support teams and activities. Impact grew customer base by 20%, reduced support queries by 20%.
Lead a team of implementation specialists in airline solutions. Impact managing the change, ensuring change management is a key process ensuring successful delivery 100% delivery success
Developed and lead design and implementation Customer Relationship Management Solution. Impact customer retention and loyalty management