Manager - Enterprise Customer Care
Viva Bahrain Telecommunication (STC group)
مجموع سنوات الخبرة :15 years, 11 أشهر
Revamp Enterprise Customer Operation, Front Office and Back Office.
Key Highlights:
• Acknowledged for generating annual savings of approximately over AED 1 Million in OPEX by implementing cost control measures and process improvement initiatives leading to reduced correspondence response time from 48 hours to 4 hours
• Rated high for enhancing first call resolution by 90% pertaining to reported customer issues
Key Responsibilities:
• Led the enterprise service management team in catering to key enterprise managed accounts (generating 60% of Du Enterprise revenue)
• Built & maintained productive business relationship with enterprise managed clients for rendering qualitative service with regards to mobile and fixed networks
• Set up & managed the department as well as focused on outsourced contact center operations and service management for enhancing revenue from the multifunction enterprise account customer service management
• Maintained seamless operations by aligning various service levels and client interfaces aimed at simultaneous management of multiple projects in compliance to project SLA parameters
• Groomed & mentored a team of 100+ resources in enhancing client satisfaction and revenue generation by rendering qualitative service delivery
• Optimized resource utilization and streamlined processes to enhance operational efficiency and departmental profitability
• Prepared & presented various status reports for the senior management and other stakeholders to enable effective decision making
Key Highlights:
• Instrumental in guiding the Outbound & Sales Support team within Operation to minimize activation response time
• Generated additional sales revenue of AED 4.2 Million annually by implementing up-selling processes for additional service within Contact Center.
• Rated high for consistently accomplishing business and operational targets across the tenure with the organization
Key Responsibilities:
• Rendered operational support to outsourcing regional partnerships for Du customer operations and support back office, front office and outbound activities with annual cost of AED 25 Million
• Led operation teams in rendering consistent service. Functioned as point of co-ordination with other business functions
• Prepared & implemented operational plans for outsourced partner functions
• Collaborated with Internal Departments in developing business model together to cater to performance analysis and outsourcing recommendations
Key Highlights:
• Rated high for consistently accomplishing business and operational targets through a team of 600+ members across the tenure with the organization
• Efficiently improved the Net Promoter Score (NPS) that is the Customer Satisfaction measured by an external reporting company
Key Responsibilities:
• Functioned as Country Manager catering to multiple sites for various du telecom customer care operational development projects and initiatives
• Represented the organization in managing outsourcing regional partnerships across all lines of business. Collaborated with various support teams in managing outsourced partner functions
Key Highlights:
• Successfully reduced Trouble Ticket (TT) Turn Around Time to 8 hours instead of 48 hours by fully automating Signature Account Priority routing in IVR and CRM
• Increased First Call Resolution by acquiring IT Tools from Network Operation
Key Responsibilities:
• Set up & managed the VIP Contact Center in coordination with IT, Back office teams aimed at maintaining seamless operations
• Implemented various process improvement initiatives aimed at enhancing client satisfaction
Supervises and coordinates activities of CS Representative engaged in customer service activities and also attend to customer calls, emails, fax, or walk in enquiries in a professional manner to provide them all necessary information. My Role then changed internal after company restructure.
Achievement.
1. I was able to increase agent occupancy by suggesting new sales process for support initial startup for other Dubai holding entity. They reduce ramp/hiring cost in operation.
2. Introduce multitask agent to support other skill groups.
3. Reduce email handling time to 24 hours instead 48 hours.
4. Setting up a channel with Support team such as Partner manager, Sales Excutive and Marketing on daily operation requirement which lead to increase sales lead by 30% in first quarter.
5. Produce a training material for new hire. (Trained over 50 agents in fixed business).
Dutch export was specialized in used computers and refurbishing of used hardware such as Servers, printers, laptops etc. Head office in Holland and main branch in Dubai.
My role is to increase sales revenue and look for opportunity in Africa and Middle East.
1. I set up first Used computer reseller in Sharjah. sold over 20 x 40ft containers to Pakistan and Iran.
2. Attended many exhibition around Middle East and Africa.
3. Setup partnership with local computer companies in different region such as Ghana, Senegal, Mauritania and Tanzania.
4. Reduce cost by expanding west & east africa operation and build reassemble plant in Ghana and Tanzania.
5. Improve Efficiency by operating with modern process lines, software and equipment for the refurbishment of used computers, notebooks, monitors, enterprise systems, peripheral equipment, parts, and mobile phones.
Education: University of Nairobi - Bachelor of Business Administration: Second class honour upper division: 1999 (Nairobi - Kenya)
Grammar School - Dubai - UAE
