Vice President Enterprise Service Operations
Du
Total years of experience :24 years, 0 Months
• Leads transformational programs; OMNI channel, digital adoption & deflection, customer experience, IN upgrade. Currently leading launch of Omni Channel Live Chat, chatbot / WhatsApp, virtual IVR, robotics, new email management solution, knowledge management, video calling and collaboration; all these initiatives will help reduce operating costs by around 10%.
• Senior leader in Enterprise Service Operations; ensures optimum customer experience. Manages more than 2000 employees across six sites. Owns 150m AED annual OpEx.
• Successfully implemented unique Service Management module for Key, Government and Large Enterprise accounts with more personalized service; reduced churn, increased customer lifecycle and increased revenue by 75m AED annually.
• Transformed customer operations by merging Contact Centre and Technology departments.
• Transitioned from outsourcing framework into managed services with a focus on segmentation; a simplified structure including collection and last mile (fulfilment and assurance).
• Reduced call traffic by 39%; from 1.4m to 700k monthly calls and drove 6% reduction in trouble tickets.
• Improved CSAT score from 80% to 95% over three years and increased TNPS performance from 55.2 in 2018 to 80 points in 2020.
• 110m AED new revenue generated annually via NBA and Customer Value management campaigns.
transformational programs; OMNI channel, digital adoption & deflection, customer experience, IN upgrade. Currently leading launch of Omni Channel Live Chat, chatbot / WhatsApp, virtual IVR, robotics, new email management solution, knowledge management, video calling and collaboration; all these initiatives will help reduce operating costs by around 10%.
•Senior leader in Enterprise Service Operations; ensures optimum customer experience. Manages more than 2000 employees across six sites. Owns 150m AED annual OpEx.
•Successfully implemented unique Service Management module for Key, Government and Large Enterprise accounts with more personalized service; reduced churn, increased customer lifecycle and increased revenue by 75m AED annually.
•Transformed customer operations by merging Contact Centre and Technology departments.
•Transitioned from outsourcing framework into managed services with a focus on segmentation; a simplified structure including collection and last mile (fulfilment and assurance).
•Reduced call traffic by 39%; from 1.4m to 700k monthly calls and drove 6% reduction in trouble tickets.
•Improved CSAT score from 80% to 95% over three years and increased TNPS performance from 55.2 in
Call is a primary Mobily partner offering B2B and B2C services: EVD (E voucher platform), voice SIMs, data SIMs, routers, vouchers and postpaid direct / indirect sales teams. Led this 900m SAR turnover company with full P&L ownership.
•Developed and implemented commercial strategy and ensured close alignment with principal customer.
•Led Sales, Marketing, Distribution, IT, Planning & Development and the Call Center.
•Set up a successful outsourced Call Center facility for clients with a capacity of over 100 seats; one of the principal profit centres of the company.
•Won major FTTH agreement with Mobily to handle sales and service delivery activities with a contract value of 220m SAR over five years, and to manage the channel and distribution units with total revenues of around 980m SAR - This also included GTM strategy, roadmap and budget. IPTV was also introduced to capitalize on the FTTH.
Fastlink role focused on employee motivation, knowledge, examination & career development plans,
courses: Sigma Black Belt Certificate •The Project Management Professional •Finance for Non-financial Managers •Breakthrough to Success - Executive Immersion, Dale Carnegie •Creative Strategic Planning & Leadership