Customer Service Project Manager - MEA
Ecolab - United Arab Emirates
Total years of experience :21 years, 4 Months
Currently handling projects in order to Optimize customer service and to Value Stream the processes to reduce process time
o Current Projects:
▪ Migrating MEA Exports from Europe and USA to Middle east Africa
▪ Order to Cash value stream - United Arab Emirates Customer Service
▪ Order to Cash Value Stream - Saudi Arabia Customer Service
▪ Complaint Management System
▪ ERP improvement and automation
▪ Telephony system for call center
▪ Export Process
▪ Integration of Customer Master data and Item master data of an Acquired company locally.
•Manage Planning of all new Installations
• Manage Coordination of Training and Periodic service
• Leading a team of 10 associates (4 Engineers, 4 Service Representatives, 2 Trainers)
• Assisting the MEA region in developing a structured customer service unit and team
• Working with UK and South Africa CS teams on process improvement
• Reengineering Order to Cash process to reflect SAP implementation globally
• Assisting the Finance team with Internal and external Audit
• Leading a team of 19 professionals from various working models and support functions including Supply Chain, Credit, Order Management and call Center
• Process handled and Managed:
o Invoicing
o Shipment
o 3PL transporter
o 3PL Warehousing
o Drop shipments & Exports MEA
• Leading a team of 10 customer service executives and retail lending executives.
• Review and submit proposals of branch monthly / semi Annual / annual Budget reports
• Analyse various branch processes for improvement & making them lean to ensure efficiency in business practices.
Coordinating with departments like Legal, Sales, Projects and Designs for providing effective customer service
• Supervising a team of 5 data entry analysts and customer service Executives
Priority Banking
• Selling and cross selling of priority banking products and services
• Assisting Portfolio Managers / Relationship managers with services
Processing and documenting day to day customer applications for car loans and credit cards
• Verifying the authenticity of documents provided.