VP
smart
Total years of experience :20 years, 3 Months
of Direct Sales channels Oct 2013- Currently
Smart mobile in Sierra Leone
Launched and reengineered the operations with one month
100000 subs in 3 months, csat 90 % and 5 % abandon rate
Opened 5 flag stores with vip lounges
Integrated systems and methodologies, floor walking 70/30
Digital customer care, chat, facebook, IP direct access, contact centre
Head of telecoms, vendor management, network design of 2-4 G
In charge of Nigeria, Sierra Leone, Ghana and Liberia
In charge of a P and L of 500 million for the BPO project for MTN Group (biggest mobile operator in Africa) - Managed Services of customer care in West Africa
In charge of client satisfaction at an Executive level, increase customer satisfaction index by increasing the employee satisfaction.
In charge of service delivery of 7 centers, consisting of 7000 FTE
Implementation and management of quality standards COPC 2000, ISO 14001, NPS Technology enhancement to IP environment, social media via Huawei IPCC platform
Cost Reductions - Workforce management, KPIs, OLAs, People, Processes. Place and Technology improvement, Retention and churn - Service improvement’s planning with the client to increase brand equity and shifting of Paradigm
In charge of the customer operations (multilingual call center) in the Balkan
Call center technology implementation - Re- engineering and improvement of Service, Quality and Cost - management of people, process and techology
Responsible for CRM BPO solution- design and implement with BSS (IT, IS, Billing)
Implement and deliver structure, people, process and technology.
Increased profit by 20 % by increasing customer loyalty
Increased sales by customer retention planning and anti-churn = 15 %
Increased customer satisfaction to 85 % CSAT
/Head of service delivery for northern Europe
Head of regional global production / managed services ITIL standard
Internet and Data support, voice and data.
Service, quality and cost
P and L and technical support, RPF, client relationship and business development
In charge 35 different accounts
ITIL foundation / Continues improvement (Kaizen)/ Copc 2000
SOW and contract management
Bidding process, tender analysis
Strategic continues improvement - Business process re-engineering
People, Process and Technology improvement to increase Brand equity and customer satisfaction
Manage to attain 3% anti churn, using copc fatal error model
Developed project plans aligned with ITIL, Copc 200 and six sigma standards
Motivate the project team to effectively work together to deliver on a timely
Voice and Data support - FCR increase, minimized escalations
In charge of multilingual 150 staff
Developed project plans aligned with ITIL, Copc 200 and six sigma standards
Motivate the project team to effectively work together to deliver on a timely
Deployment of Huawei IN, BTS, Call center technologies- Project management of technical- commercial
Setting up customer care function in IRAQ for Itisaluna and Newrouz telecom for a CDMA operator in Iraq, Call center technology implementation
I consolidated two telecoms operators one in Kurdistan and one in Southern Iraq with 2 Wimax licenses.
World first deployment of 2 operations in the same country at the same time
Acquisition of the Iraq operation
Consolidation of the 5 locations to one customer care
Increase customer based by customer retention and loyalty pro grammes and ARPU by 20%
Implemented a new Customer Care Strategy based on best practice
/ Exe Director of Customer for the trilogy group
Largest company in Haiti with sister companies in Dominican Republic centennial and In Bolivia Viva- Neuvatel
Call centre implementation Greenfield Nortel, PBX ACD, WFM, Genesis Switch.
Acquisition of the Caribbean operation
In charge of 5sites and staff of 300
Consolidation of the 5 locations to one customer care
Increase customer based by customer retention and loyalty programs’ and ARPU by 20%
Implemented a new Customer Care Strategy based on best practice
Introduced Floor management to avenue a proactive environment
Increase value added calls
Increase Profit by 20% in the first month by WFM, staff utilization
Increase Service and Quality
Decrease Overall cost
Customer care total responsibility of Opex and Capex
Retails Customer Service and call centre optimization.
Event Speaker at GSM and Customer Care conference in Miami and Kuala Lumpur
charge of search and selection of technologies for the customer care centre
Implementation of People, Processes and Technology
Siebel CRM, Cisco and Genesis ACD and IVR implementation.
In charge of hiring and training the customer staff
Deployed the marketing strategy to drive a proactive customer care environment
Managed fraud management, revenue assurance, credit control, activations, outbound, anti- churn and retention team
Budget of 6 billion
Succeeded the first ever attempted to enter a total penetrated market with 3GGSM, IP, Fixed landline and cable TV products
New NGN/CDMA2000 1x Operator (450 MHz) & Broadband - start up operation, responsible for Business Model creation; Business Plan & Master Plan in liaison with License Agreement; Corporate & Commercial Strategy; Product & Services for a strong competitive Market (fourth entrant); Business Process Engineering; Sales Channels; Customer Services setup. Create & Implement the company’s first operational channel distribution model based on advanced telecommunication services.
Developed from Concept to Implementation the Retail Network (6 outlets of from 200 to 500 sqm in Khartoum), introducing for the first time the BSS concept. Pioneered the development of electronic payment solution - e-vouchers for prepaid services and bill e-payment for postpaid services. Also, responsible for Brand Building, together with experienced Branding & Advertising agency from UAE. Strategic development and execution of all global communication activities to stimulate and sustain the launch of the 4th entrant on Sudanese Telecommunication Market. Management of all ABC advertising and pr agencies ensuring maximum ROI for the Board and effective use of scientific research for influencer and consumer messaging. Fostered successful local and international public relations to improve the business and to satisfy the expectations of the local partner.
Largest company in Afghanistan
Deployed the first ever call centre in Afghanistan, implemented
The biggest retailer of fashion cloths in the world
In-charge of sales of 1.4 billion per annum
Hands on operations management, created a prestige less environment. Composed and managed development plans for the staff, introduced 360 degree feedback sessions, call and quality monitoring, produced workgroups to increase motivation and production, delegations and follow up techniques, mentoring, continues improvement meetings, roundtable meetings, stationed process owner and coach line, embarked on Manager takes the call, targeted SLA and KPI. Mapped escalation process to increase line management process and first resolution empowered the staff to take responsibility to increase customer knowledge. In charge of the education and training for the employees, implemented module systems and computer based training.
Tailored composition of synergies to narrow down process time, Supply chain management Procurement and Customer interaction Project managed assignments to be delivered before deadlines and to create more test time of implementation.
I was In charge of multilingual and multicultural staff of 140 consultants consisting of advisers (sales) and agents (customer care). Implemented Individual development plans, personal commitment plans, quality of working life plans. Created a more hands on culture by floor walking and re-engineering the process to be more effective, implementation of subject matter experts to increase quality Introduced round tables meeting to anchor the objectives, Profited 1mkr in first quarter by increased efficiency and quality. Have re-engineering the set-up of process to improve customer satisfaction. I implemented professional workforce planning software to optimize the labor and Manpower.
CRM Data mining and Data warehouse to increase customer knowledge. Proactive monitoring of service levels and external overflow partners the contact centre comprises of 4 centers that includes e-business Internet Introduced skills based- routing.
Responsible for sales over 1 billion skr with are channel through e-channels, mail order, proactive selling (Direct marketing), campaigns, win back, VIP customers etc. The centre executed inbound and outbound actives to utilize the time and to optimize revenue.
The centre serves both end-clients and business-to-business customers.
Was involved in community- back to work group to decrease the county unemployment and increase PR, Brand Equity and company establishment.
I was invited on several occasions to speak at int. conferences about the call centre industry and its achievements and future, Created call centre Managers association and a member of call centre network though out Europe.
IBM the 3rd largest company in the world.
Project Implementation of IBM call centers integration of 16 different sites to a consolidated site. I was In charge of 2 project coordinators. I was the Project Manager for SHOP IBM an e-commerce for on-line shopping, Implemented technologies i.e. Lucent Definity Switch, Lucent Centre VU, Siebel CRM. Forecasting calls for each region using Erlang mathematics.
Operations Management and Business Development- Greenfield site, responsible for
one of the biggest call centers in Europe, with a staff of 750 employees. Help desk Includes 1st and 2nd line support.
Targeted the SLA calls answered, call abandon rate, call volume circa 60, 000 calls a day. Client interaction, Client liaison about service, quality and cost efficiency developed the centre to contact centre.
Introduced Individual development plans, 360 degree Team leaders, floor walking, shared leadership, teamwork, project groups, created a video to increase objective of the company and to involve staff, delegations with workgroups to compass a hands on operation with a proactive nature.
Change Management, objective implementation, and CRM deployment.
Product service support (Break Fix) 24x365- providing support and allocating service engineer’s onsite on the whole range of IBM's hardware and software products Supporting 16 European Countries. Introduces Call Centre standard COPC 2000- employee satisfaction- Customer satisfaction, best in Class Deployed development plans for agents and worked with call centre analysts Budget responsibilities.
Responsible for the support provided to end-users, dealers and business partners.
Managed help desk with 10 2nd line agents and 55 1st line support agents, in charge of the training provided to the agents and certifications, introduced a technical information Library. Started with multi-skilling agents to decrease call waiting and increase first resolution. Liaised with the Program Manager to update SLA's and client liaisons about service and quality Allotted service engineers on site for customers with service agreements and on site warranties (Break FIX)
Project assignment to Symantec and Tektronix consolidation Managed to set-up of the European consolidation of Symantec's Technical support (Helpdesk) in Holland (Maarseen)
Responsible of 5 Team Managers, 12 support Engineers and 70 technical support agents.
charge of the day-to-day of the operations of mail order and retail
Involved in opening up one of the first call centers in Scandinavia also 4 National offices. Business strategy development, Networking, Promotions, Advertising, PR
Rationalized the Nordic operations.
Supervised a staff of ten (MBW- management by walking around and MBO- management by objective), motivated and trained -Handle the company's budget, marketing strategy (AIDA- attention interest, desire, action) advertising, customer service and product launch.
Involved in composing a company catalogue
Book keeping and client accounting
Reporting the board of directors
increased sales by 25%
Phone system Telia
Denver Major in business management and Micro economics
Denver Major in business management and Micro economics
courses: Call centre training (Jan. 1999) IBM PC Architecture (Nov.1998) Configuration Engineer Certification (Nov. 1997) Apple assistance centre