Business Process Excellence Manager
Ceva Logistics
Total years of experience :17 years, 7 Months
Accountable for managing high profile projects using PRINCE2 methodology combined with Lean approach, including business implementations (across multi-functional business units) of strategic and comprehensive projects, re-engineered business opportunities and systems, Cost improvements and operational efficiencies; and ensuring compliance to company policies, Model and act in accordance with guiding principles and core values.
High influence on business strategy.
PROJECT: PROJECT DUBAI
RESULT: $622K Savings
PROJECT: REPORT AUTOMATION
RESULT: 1, 391 clicks to 1 click, 360 Minutes to 10 minutes
PROJECT: Dispute Management tool
RESULT: Disputes reduction from $4M to $1.5M
PROJECT: Billing Centralization
RESULT: AR reduction of $11.5M
PROJECT: BACK TO BASICS
RESULT: $2.65M Savings
PROJECT: CUSTOMS BROKERAGE
RESULT: $921K Savings
Assigned to build the AD Contact Center from ground up, I was able to accomplish the following
• Involved with Contract negotiation and agreement with our client (AD Government)
• Facility setup and completion, with accurately defined operational requirements
• Recruitment of over 105 UAE Nationals
• Design of all the operational documentation (SOPs) with COPC Compliance
• 2 month intensive training process completed with employee pass rate of 98%
• Implementation and operation of the AVAYA WFM software
• Achieve 8% attrition rate compared to a target of 40% through the Launch of Reward and Recognition initiatives, EWS (Early Warning System), and continuous performance management
• Supported the launch of Facility Management and procurement process
• Achieved client set KPIs, with a challenging service level of 90/20
• Implemented Value add initiatives including Knowledge Management, Process improvement, and CRM reporting improvement
• Awarded initial acceptance for a proposal to create more Contact Centers in UAE Western region
Assigned to analyze process/people/technology issues affecting operations, I was able to identify efficiency opportunities having both a financial as well as customer experience impacts. Such initiatives include Knowledge Management, Diagnostic Tree, du Smartphone Application, Repeat Calls/TT reduction
Tackling these projects, I lead my team to achieve a 60% reduction of manual activities through automation, resulting in annual savings of over 400K
C-SAT and NPS scores increased noticeably, exceeding our competitor's Mobile NPS score for the first time
Revamped the quality assurance methodologies to incorporate the company values into every transaction, resulting in segmented agent profiles and improved communication
Set up the Profiling activity to ensure every employee profile meets company values, resulting in an increased overall agent QA score by 15%
Initiated the Retention Efficiency improvement initiative to measure cost of retention VS ARPU generated post retention
Revamped the Collections processes to ensure accurate analysis of customer trends, bringing up collection achievement to 85% from 60%
Support process automation and accurate reporting.
Restructure customer by value and risk to drive target based focus.
Set up the LCM team from the ground up to an approximate number of 300 agents (through outsourced partners).’
Set up the LCM processes and introduced WFM methodologies.
Created templates for recording team and campaign progress
Successfully received, created, and managed over 50 large campaigns to completion
Increased employee morale and engagement through the implementation of motivation schemes
Increased profit from Outbound activities by 40% to ~40M AED annually
Conducted end to end Training, from induction to campaign briefings
Managed the Customer Retention team, where I was able to eliminate all backlog TTs through a redefined process for handling complaints more efficiently
Introduced retention offers to customers through collaboration with Marketing and Finance, which in turn increased our save rate by 10%
Managed the Official du “SMS” telemarketing tool, sending over 112M SMSs annually
Managed collections campaigns end to end (Data capture - implementation - reporting - analysis), achieving collections targets for consumer segment
Set the complaint resolution and accuracy record through the resolution of more than 1200 complaints in a given month
Created Billing support guideline documentation and processes, published on company KB
Owned several root cause analysis drives, reducing complaints (TTs) by ~1000 monthly
Supported in the design of the department’s reporting and performance management
Computer Science I use this knowledge as a technical background and platform to assess other aspects of the business, given that the current organizational direction is towards automation and process excellence; My degree has helped me a lot in implementing the applicable logic to make the needed improvements and achieve the set objectives