Operations Manager
WIND Mobile
Total years of experience :25 years, 0 Months
• Managed a $20 Million / year budget for Customer Operations, with 4 call centres and approximately 600 agents answering 4 million inbound calls per year.
• Managed a successful offshore strategy, with two outsourcers (Cairo and Manila) with equal call share.
• Introduced bonus / penalty strategies with outsourcers, based on call and quality metrics - resulting in ~$100K in revenue within the first six months.
• Owned the Customer Operations project roadmap, continually identifying and prioritizing projects. This includes deployment of over 50 projects from end to end, including developing business cases, seeking executive approval, identifying requirements, liaising with cross functional business leaders right through to high level design, system integration testing, user acceptance and final deployment.
• Executed a customer segmentation strategy, allowing our high value customer segment to be catered through our on-shore call centre, within exceptional service levels (90/10) and quality metrics (90%)
• Using BI analytics, identified gaps, areas of opportunities and developed strategies to reduce frequency of call (FOC) and increase FCR. This included enhancements to the IVR, employing segmentation and delivering self-care (IVR, Digital and USSD)
• Provided weekly presentations to C-level executives, outlining call centre performance including call KPIs, workforce management, quality and back office activities.
• Reduced AHT from 650 seconds to 380 seconds in a few months, while improving quality from 60% to above the 85% target, by leveraging in house expertise (deploying KMS, LMS, delivering manager, supervisor and agent level reports)
• Continually sought solutions, internally or through the RFP process targeting efficiencies. This included deployment of call routing solutions, allowing real time managers to adjust call distribution across 4 sites in real time. AVAYA based CSS, to capture customer perceived quality post-call.
• Managed capacity planning directives in order to ensure remote sites ramp plans aligned with growth and technical capacity, while remaining compliant with vendor agreements (MSA, SOW)
• Analyzed vendor performance and provided feedback once a week during scheduled conference calls. Carried out monthly and quarterly business reviews with partners and internal stakeholders.
• Visited offshore vendors in Cairo and Manila 4 times a year. Carried out operational assessments on all lines of businesses, delivered recommendations, action plans and drove through results through master project plans.
• Key stakeholder for Customer Operations providing sign-off on all solutions affecting our and other business units.
• Managed the transition of outsourcing services for one of the UAE’s largest telecom operators, providing full-fledged front office, back office, outbound, email and quality control. This included the launch of 3 large sites within a 6 month transition plan (Egypt, India and UAE).
• Established cross functional relationships and communication streams across internal and client workgroups.
• Ensured resource, technical, process requirements were implemented ahead of target; while ensuring business stability during transition.
• Leveraged technical solutions where necessary, to increase value-add and overall efficiency.
• Coordinated all activities across all 3 operational sites, including monthly visits to audit, control and share the business strategy.
• Drove quality compliance and customer satisfaction (CSAT) to 90% within 4 months of transition, surpassing the 6 month industry norm for similar transitions.
• Used strategic partnerships to seek new opportunities and business to increase revenue.
• Introduced employee motivation programs, contests to drive employee satisfaction.
• Managed all company invoicing, ensuring client and supplier alignment with payment terms.
* Lead a team of 9 technical analysts providing efficient operations support for network and security infrastructure.
* Manage support structure for over 500 network routers, switches, access points; 12 Nokia/Checkpoint firewalls with McAfee IDS/IPS.
* Coordinated build, test and install activities for Cisco WLAN end-of-life replacements for over 200 access points running in autonomous and THIN mode
* Coordinated build, test and install activities for Cisco 6509VE deployment.
* Coordinated build, test and install for Ciscoworks LMS 2.6 to 3.1 upgrades.
* Brought CT’s security FW rule base down from over 300 rules to 123, increasing perimeter security performance.
* Developed IOS, network and security baseline standards and brought all devices up to compliance
* Developed teams web document management system including project trackers using Linux, Apache, MySQL and PHP
* Developed team incident and change management processes
* Enhanced support methodology by developing network management tools to report on operational status, utilization etc.
* Provide input to the engineering, solution teams on project pilots during pre-deployment cycles.
* Provided 7x24x365 Productions/Operations support for 12 Checkpoint firewalls running on Nokia hardware with IPSO IOS
* Enforced 12 IPS/IDS sensors and policies (Intrusion Prevention)
* Developed Firewall Change Implementation Plans based on Engineering’s requirements
* Managed over 500 firewall rules for over 500, 000 wireless data network nodes including RCMP, police services, ambulances, Dept of Defense etc.
* Troubleshot network connectivity issues over Cisco (2600, 3600, 4948, 6509, 7513 routers and switches), Nortel, Solaris platforms including routing, IPSEC, L2TP, BigIP and NAT on MobileIP and SimpleIP platforms
* Developed unix scripts to provide reporting on capacity, overall systems health
* Supported high profile Managed Data clients (MDS) including RCMP, Durham Police, Government of Canada.
* Supported a variety of CDMA2000 and EvDO configurations for mobile data subscribers including GPS over the TELUS wireless network
* Troubleshoot network configurations on our Cisco LNS, Home Agent and PNG routers to identify faults, access control lists and routes.
* Attended pre and post launch conference calls to provide team representation for upcoming TELUS offerings
* Provided support for Blackberry Enterprise Server clients and other Blackberry configurations.
* Designed, developed and deployed the teams online web-CRM tool in PHP/MySQL to manage all team support documents, contact information, client profiles and configurations
* Provided Wireless LAN support to TELUS clients including over 300 hotels and resorts nation wide. This included troubleshooting onsite access equipment and switches
* Mandated to deliver wireless internet connectivity to over 50 schools in rural Kenya.
* Initiated talks with Kenya?s top internet providers to determine appropriate technology.
* Engaged in meetings to define Memos of Understanding (MOUs).
* Negotiated for cost-effective solutions for Wireless, DVB, VSAT Technologies via NewSkies Satellites? roaming East Africa.
* Initiated pilot phases for 6 month durations as well as conducting numerous tests on GPRS technology to be used for internet connectivity.
* Conducted site surveys with technicians field operation staff using GPS equipment to determine line of sight.
* Reconstructed Computer for Schools Kenya?s (CFSK) entire internal infrastructure to include active directory, email servers, anti-virus servers, file-print servers as well as desktop standardization.
* Designed network installation (LAN/WAN) diagrams for over 30 participating schools using Visio and technical tools.
* Built a roadmap for CFSK through implementation of business process management complementing the use of technology solutions.
* Managed multi-domain network of over 2300 servers across Canada (TSX), UK (trade floor) and US (NYSE trade floor.)
* Day-to-day administration of LAN (Active Directory/NT4) Accounts/Proxy server and Exchange 5.5 mail accounts.
* Coordinated change phases for Exchange 5.5 to 2000 migration paths.
* Troubleshoot Exchange 5.5/BES (Blackberry integration) issues on a daily basis.
* Troubleshoot Bloomberg/Reuters Data terminals for connectivity.
* Managed Citrix 1.8/XP Metaframe applications and users.
* Proactively monitored network performance.
* Implemented nation-wide security patches to decrease vulnerability.
* Consolidated network server hardware to eliminate redundancy.
* Coordinated tasks with executives, project teams and operations staff.
* Supported over 5000 users and 300 Trade Floor users in a mission critical-high availability environment.
* Integrated network solutions for small-medium clients consisting of Intel based servers, Cisco communication products and related hardware. (
* Provided 7x24 on-call Disaster Recovery pager support for over 100 configurations of customer data networks.
* Worked with D.R. Coordinators/Planners in ensuring test objectives were met.
* Coordinated tasks with technical teams, project managers to meet customer test objectives.
* Performed Root Cause Analysis on test equipment failures.
* Supported multiple configurations of hot-site / high availability networks for clients including OPG, 407 ETR, Standard Life, CDS and Department of National Defense.
* Supported customer data network consisting of multi-platforms including Mainframe/Intel/AS400 and RS6000 processors.
* Implemented change orders and deployment phases for subscribers.
* Advised customers in problem determination, network analysis and recommendations.
* Performed hardware upgrades on Servers, Workstations, Routers (Cisco), Hubs & Switches (3COM, IBM, Nortel), Telecommunication equipment and cabling.
* Consulted with vendors, internal and client executives in ensuring efficient service delivery
* Coordinated tasks with other technical teams, carrier providers.
* Maintained communications efficiency over ATM, ISDN, Frame Relay, FENET, ELAN and Gigabit platforms.
* Attended conference calls to discuss pre and post test analysis with customers/vendors.