Manager: Reporting & Development
Cell C
Total years of experience :17 years, 4 Months
Job Summary:
Reporting to the Managing Executive and responsible for generating all dashboards & reports to track performances within Customer Care.
Key Responsibilities:
• Directly manage a team of Data Analysts.
• Liaise closely with Executive Heads, gathering information needed to generate reports for the Senior Leadership team.
• Collate the weekly and monthly (Executive, Management and Board) reports and presentations based on the measurement of the strategic and operational key indices for the Division and Department.
• Manage the delivery of reporting against the expectations and standards set by all stakeholders.
• Prepare reports and presentations for ad-hoc initiatives and projects.
• Develop effective and flexible data collection measures and processes.
• Provide structure and uniformity of data collection in order to ensure data integrity and uniformity of reporting.
• Provide input into the assessment processes in order to produce relevant and effective reporting of service delivery.
• Continuously researching and creating new dashboards to keep up-to-date with latest performance and reporting techniques.
• Customer Analytics and Customer Experience (Journey) mapping.
Achievements:
• Responsible for creating the first Executive Dashboard for Customer Care which included performance indicators for the various Call Centre Skills and enabling accurate monthly reports.
• Designed and implemented a Case Management Dashboard to measure time intervals and track individual Customer logged cases, case timescales as well as monitor each staff member’s individual performance against their caseloads.
• Liaised between Management and Consulting Teams during a 2-4 month project to ensure a successful migration of Customer Care Dashboard(s) from Qlkiview to Oracle.
• Achieved Consistent “exceed expectations” review ratings and received a “Luminary Award” for excellent services rendered.
Job Summary:
Responsible for assisting clients to plan their roll-out of new technology by deploying Nokia’s products in their networks.
Key Responsibilities:
• Kept abreast of the latest technology to provide customers with the best possible service.
• Analysed equipment and technologies available within Nokia's Toolbox including:
o Business Modelling;
o Order & Sales Pipeline Analysis &
o Performance Planning.
• Compiled market Intelligence reports.
• Responsible for Channel Marketing analysis.
• Assisted the pre-sales teams with analysing customer needs vs. current technology.
Achievements:
• An integral part of a newly formed team responsible for laying the foundation for Nokia’s Channel Marketing Strategy to be implemented in EMEA. This included compiling legal documents and contracts with the aid of the Legal Departments in Paris and Cairo (Egypt) and personally taking the lead for data analytics, ensuring all requirements were met, i.e. the ecommerce website, testing, training and requirement gathering.
• Received award for being the best Support Staff member of the quarter on 2 occasions.
• Received “excellent reviews” every year during assessments.
Job Summary:
Responsible for data analysis and management reporting for Southern & Eastern Africa (more than 20 countries) and performing daily, weekly and monthly reporting (updating and compiling databases).
Key Responsibilities:
• Conducting monthly and weekly meetings with Key Account Managers & Senior Country Officers from different regions to discuss their performance.
• Updated and maintained Orders & Sales Forecast databases for the region.
• Regional SPOC responsibility for interaction with the head office Business Intelligence Department (e.g. updates, roll-out new systems and training).
• Used Oracle/Siebel (Orion) to update and maintain the orders and sales pipeline.
• Compiled regional performance presentations for the Business Management meetings.
• Prepared monthly and Weekly Review documents.
• Opportunity & Pipeline (Orders & Sales) Management.
• Verified, completeness, accuracy, validity and timeliness of the data being analysed.
• Organised the Weekly Management Meetings between Vice President & Country Senior Officers and Support Heads (Finance, HR, Legal))
Achievements:
• Compiled training material for processes and products for the Southern & Eastern African Teams and implemented live video conferencing sessions. Due to the vast spread of the offices, it was difficult to keep sales teams up to date with the latest product developments and processes, this had a negative effect on customer service, as communication by email was not sufficient. The benefits of video conferences were, staff members could interact real-time and their questions answered immediately. These video conferences had a positive effect on customer experience.
• Liaised between the Southern & Eastern African Teams and Head Office during a 4 month project to implement Siebel within the region, this included migration of data captured on MS-Excel spreadsheets to Oracle (Siebel System), resulting in the ability to produce real time analysis and processing by being able to generate a report at any time.
Job Summary:
Supporting the Group Executive in a newly formed section setup by the top leadership and Board of the Company to start the Outsourcing / Managed Services process. Resolution of High Level Customer Escalations.
Job Summary:
• Resolved high Level customer escalations.
• Liaised between Workers Unions, possible Capability Management partners and Telkom teams.
• Drafted and assisted with compiling MOU documentation for Capability Management.
• Compiled business plans for the section.
Achievements:
• Received numerous awards for being best support staff member of the month as well as awards for projects successfully completed
Modules successfully completed: - Communication; - Financial Accounting; - Economics; - General Principles of Commercial Law; - Management Information Systems & - Management Principles
Designing and Implementation of Telecommunication Networks
Information Technology