Client Relationship Management
Data Capture Systems
مجموع سنوات الخبرة :14 years, 2 أشهر
Project Management Responsibilities:
• Analyzed business requirements of executive-level clients in order to gain a comprehensive business understanding in order to formulate the most effective and efficient solutions.
• Agree on Service Levels and KPI with clients against the SLAs very measured, and strive for improved delivery and value additions
• Devise Improvement Plans on any service level issues or complaints
• Agree on Project Budget liaise with manufactures and vendors for special price approvals
• Monitor and follow up on entire cycle of order to cash
• Uncover and communicate any concerns clients may have and relay on as may be necessary for resolution.
Service Delivery:
• Create and support client retention strategies for existing customer base and for new customers.
• Recognize opportunities for account growth then actualize the value proposition and ensure implementation across the platform.
• Write and Present Business Proposals to established and prospective client.
• Prepare periodic dashboards of Order pending, sales volume, potential sales.
• Escalate roadblocks hampering an excellent client experience and/or progress to sales
Accomplishments
• Surpassed goals by 133% in initial year through sustained, balanced performance and presentation of company products and services through a consultative, value-selling process generating revenue
• Single Point of Contact for : Etihad Cargo, SITA, Etihad Airways Engineering, AMMROC, EMAL et.al
Project Management Responsibilities
• Define project scope, objectives, staffing, resources and deliverables
• Review High Risk projects and mitigate risks by planning and negotiating with different stakeholders
• Manage Cost/Revenue analysis to channelize high efficiencies and Margins
• Supervise budgeting and forecasting of the revenue trends
• Identify and escalate the critical KPIs for a particular bid.
• Leveraged HR activities related to operations such as Appraisal adherence, incentive rationalization, Rewards and recognition et.al
• Contract Management : Track Project progress and circulate dashboards to higher management with adherence and variation analysis on all KPIs
• Review Performance: Partner and Guide Service Delivery Team towards exceeding the Contractual metrics.
• Process Quality: Identify Failure points and facilitate process improvement.
Service Delivery:
• Ensure Utilization, creating plans and MIS reports (WTD, MTD, YTD )to track Utilization
• Developing RFP and Solutions for New projects, confirm the scope of the change, highlighting dependencies & impact to the production environment
• Play a significant role in long-term planning, SLA negotiation and implementation
• Responsible for Customer relationship management and developing ideas for new sub service line initiatives
• Measure, monitor and improve client service by guiding Team Managers and driving excellence in service delivery
• Attend and formulate Internal and External Audits for Information security and Process Governance
• Engage in long-term planning, SLA negotiation and implementation
Accomplishments:
• Project Margin Improvement: Circulated analysis of Projects on actual vs. Net contracted Rate. Led Resource Pyramid and Utilization Projects to achieve 8% improvement in Revenue Margins
• UAT Project Consultation : Did Project Consultation to improve Billing UAT Project by identifying Project gaps through Swimlane and gap analysis
• Business UAT Project Transition :Transitioned Business Billing and Credit Control UAT Project from UK Talk Talk worth 48 FTEs for the which saved the Organization from incurring fines from OFCOM worth €3-5 Million
• Consumer UAT FTE Utilization : Cross Training FTE’s for Billing and Credit Control Activities, ensure optimum utilization of resource, retention of the Human resource through better career prospects, value add for the Client and Cost saving for the Organization, utilization was between 90- 98%, cost saving per FTE more than $6K annually
• Compliant Handling: Established a consolidated Complaint handling team which dealt with Complaints from Business and Consumer Billing Customers with fixed SLAs and Cycle Time.
Assistant Manager (5TLs/72 advisors): Dec’07-13thMay 2010
Team Leader Job Description (Feb’04-Dec’07)
Senior Team Member (18th November’02-Feb’04)
Project Management Responsibilities
• Maintain continuous alignment of program scope with strategic business objectives, and make recommendations to modify the process to enhance effectiveness toward the business result
• Liaising with Stake Holders at all levels for support, data and approval on projects
• Set Project Cost and Productivity Bench mark
• Pro-actively assessing risk factors which may jeopardize business plans so as to achieve the goals in most favorable condition and minimal risk environment. This also involves identifying counterproductive factors and minimizing them
• Managing campaigns to agreed budgets so that the Contact Centre does not exceed overall centre budgets
• Present Dashboards for Review of various projects
Service Delivery
• Responsible for BT Campaign Management and updating daily revenue / forecasting hour & manpower.
• Inventory management of the provisioned vs. awaiting issuing or confirmation orders
• Audit product queues to ensure Right First Time delivery of the orders
• Responsible for building, maintaining and developing effective teams that achieve and deliver on Client KPIs
• Review provisioned orders to ensure seamless delivery of each order into the order management system.
• Lead, motivate and develop Teams so that they are motivated to meet new business challenges.
• Maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development.
• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
• Auditing Calls and providing effective coaching to the agents.
Accomplishments
• Right First Time Project Order Management: Led Project to ensure smooth Order to Cash flow hence reducing the non adherence of cycle time from 12% to 5%, through various MIS reports which were analyzed between the issuance and delivery of the order to eradicate the loop holes and deal with issues on real time basis.
• Up selling of Value Added Services: Directed Call Quality, Content and Queue analysis to identify causes of high Average Handling time of calls which resulted in saving AHT, identifying customer pattern and up selling value added services.
• My Customer challenge Cup 2nd Runner up: Improving Customer Experience by creating a self help guide for Broadband customers, hence improving PCA from 75% to up to 90%, and customer experience score to 88%
• Mystery Shopping Score improvement Project: Initiated trainings and engaged with FTEs to achieve target of 95% pass for mystery shopping
• Order Discrepancy Queue Order Provisioning Project: Reducing ODF Queue by establishing a team to call the customers and get the details hence eradicating ODFs 100% real time.
• Directed process analysis and improvements which reduced the ACW(after call work)from 35 seconds to 11 seconds average which resulted in 90% of calls being answered within the threshold even on the high call volume days
• Developed 6 team members for the Fast Track Program for Becoming Team Leaders
• FTE Quality Improvement : Prepared ABC categorization of Agent Quality scores and coaching the FTEs to move to A category, Improved the Overall Process Quality Percentage beyond 90% and reduced attrition by 50% annually
Senior Customer Care Executive (21 March '01- 18 November '02)
• Team Member of a Prestigious and an Integrated Process that dealt in Specified Medical Expense Insurance (Long Term Care) in United States. Being an integrated process it consists of all three types of services (Customer Care, Transaction Processing and Accounting)
• Undergone introductory training for DMAIC (Define, Measure, Analyze, Improve, and Control)
• Team Member of a Green Belt Quality Project (based on improving the accuracy of the Team and achieving the target of 4 Sigma consistently)
• Recipient of a Perfect Sigma Award and Star Award (March 2002) for demonstrating high degree of accuracy and GE values in the workplace.
• Computer Proficiency - Application Software MS Office • Expert in operation of BT's "CSS" Order Provisioning System • Detailed functional knowledge of Web browser • Competent with options to download, install, and use toolbars, search engines, plug-ins, and other helpful browser extensions. • Proficient using Office suite tools (Word, Excel and PowerPoint) • Work efficiently with multiple software applications on a computer with multiple windows, to move appropriately between windows/applications, and to move quickly and mindfully between multiple activities chatting, searching print or electronic sources et al • Operative Systems: Windows, aware of common computer file formats for information transfer/document delivery. • Designing Software- Flash, Photoshop Trainings • Attended Team Leader Development Program • Managers Development Program • Finance for Non-Finance • Complaint Handling • Attended workshops on conducting effective coaching sessions. • Data Protection act and privacy. • Information retention Policy. • Competition act. • Winning through Compliance. • OJT in UK.
