Regional Director Language Hub
iflix
Total years of experience :18 years, 3 Months
Own and lead the iflix Regional Language Hub as a Consultant. Hire, manage, scale, evaluate and motivate the team under supervision currently consisting of Customer Service, Localisation/Compliance and Content Operations departments, and liaise closely / consult with the global functional Heads of department. Stimulate and supervise interaction of the different components (Customer Service, Localisation/Compliance, Content Operations) between global and onsite managers, helping the team overcome geographical, cultural and time zone challenges.
Help balance work assignments in a fast-paced environment with frequently changing priorities and aggressive deadlines. Define clear KPI’s and performance expectations for Language Hub staff - aligned to organisational goals and to ensure high performance and engagement. Clear roadblocks, give guidance and unconditional support to team allowing them to prioritise and deliver as per agreed timelines.
Ensure accurate planning for rollout and expansion to meet the agreed business strategy for the Company in close consultation with global functional leads. Ensure diversity and openness, break stereotypes and be part of an entertainment revolution.
Joined during the immediate implementation phase and worked as Manager Operations for various outsourced inbound/outbound/backoffice processes of Vodafone Qatar. Handled the partnership between the client and a subcontractor reliably.
Implemented and constantly monitored Vodafone Qatar’s customer care strategy, aligned with Serco’s / intelenet's business objectives. Handled the end-to-end reporting of all KPI to General Manager and Assistant General Manager.
• Working on a freelance basis on different projects and leads including e-commerce market research;
• Analysing international markets to identify innovative VAS for IVR solutions for implementation in European markets;
• Researching about mobile app industry for future business opportunities.
See www.nextlevelconsult.net/blog
Established a business plan for a 50-seater coffeeshop, followed by site selection, legal registration, design and overall setup. Handled procurement, staff selection, managed daily operations, handled cash and spending, and continuous provisioning of items. Managed marketing, community and followers via social media and target group advertising.
• Set up and ran a car rental company, intended as a proof of concept to evaluate the tourism potential in Iraq’s northern areas, alongside diversifying my experience and knowledge;
• Assumed end-to-end responsibility for the business, from concept to planning and marketing;
• Ensure the highest level of customer satisfaction is maintained;
• Continuously refine and improve the quality of customer interaction, satisfaction and retention by working towards improving standards, providing the most advanced online booking facility in the Iraqi market.
• Focused on bringing maturity, structure, quality, efficiency and service transformation to this e-commerce venture, reporting directly to the CEO/COO;
• Lead the further development of the entire department under management and ensure highest standards of customer service through implementation and documentation of state-of-the-art processes, KPI and technical systems;
• Act as the thought leader and strategist for Customer Experience & Support and work with the top management team to determine strategies to achieve overall site goals;
• Responsible for documenting all processes within the entire department and continually measure and evaluate all work processes using Kaizen, Lean, Six Sigma;
• Implement and demonstrate a thorough understanding of DMAIC as a data-driven improvement cycle process;
• Deal with the complexity of multiple lines of business, regions and languages.
• Working for Emirates Integrated Telecommunications Company on a repeat basis to implement and manage an updated end-to-end Knowledge Management process for Customer Care and Retail in order to ensure efficient knowledge flow across units;
• Developed and implemented new concepts, strategies and QA for knowledge base processes to enhance customer service competence and increase FCR;
• Create, develop and manage content for the organization’s knowledge base, coordinating with managers across departments and acting as the gatekeeper for any publication;
• Keep current with emerging technologies, track and report on customer metrics and work cooperatively with all team members, managers and directors.
Main functions included:
• The mission was to set up a further international outsourced operation for du telecom in Jordan for redundancy purposes.
• The project was implemented on time and more than 300 employees are working in this location by now.
Main functions included:
• Set up a new contact centre company for the local market, including business / finance plan, and company strategy. Due to the crisis in the country, this project was cancelled.
Main functions included:
• Lead, manage and control, subject to the direction of the Chairman, the business affairs and activities of MBS;
• Attend to the day to day administration, communication, HR and financial requirements;
• Formulate and implement a company strategy;
• Handle all Operations efficiently, ensuring high client satisfaction and compliance with all Key Performance Indicators.
Role description:
• Ensure successful transition of du Directory Enquiry service from former outsourcing partner to MBS including handling and solving all technical, training, planning and quality aspects from a vendor perspective;
• Training for agents and team leaders;
• Handover to Operations team after successful launch within the agreed time frame of one month.
Main focus was on setting up operations within short timelines for the client and with a continued focus on cost reduction. I was assuming the role of 'Director Operations', with responsibilities partly extending into other areas such as HR and business development.
• Ensure successful transition of MTN’s existing prepaid customer care service to MBS Syria (> 600, 000 monthly calls);
• HR: Timely migration of staff from MTN to MBS;
• Site: Manage the site preparation project;
• Strategy: Prepare MBS’ strategy on how to implement similar projects, i.e. shifting existing contact centres from mobile operators towards outsourcing.
Majan Telecom with its 'renna' brand is one of the first MVNOs on the Arabian Peninsula.
• Creation of call centre processes, call flows and entire Knowledge Base;
• Specification of requirements for call centre related IT systems;
• Project managing implementation of call centre systems;
• Recruitment and training of all call centre and shop staff;
• Ensure Regulatory and Legal compliance including reviewing all published materials such as Terms & Conditions or advertisements;
• Setting up Human Resources.
Purpose of this job was to deal with partner management for call centre services on a national and international basis. Main functions:
• to effectively engage and manage outsourcing partnerships on behalf of du Customer Care;
• to formalise all aspects of partner management including contract and project management, planning, development and forecasting requirements;
• to ensure delivery of performance metrics and customer satisfaction targets by du’s business partners;
• performance and quality assurance (ongoing control and supervision of contract terms).
du is the Emirates’ second national telecom carrier. My main tasks within this project were:
• Overall project management for new directory enquiry service including functional requirements;
• Forecasting and budget planning;
• Issuing and evaluation of directory software and outsourcing RFPs;
• Regulatory and legal research and meetings;
• Co-ordination of all divisions within the multidisciplinary environment - Marketing, IT, Finance, Legal, Regulatory and Customer Care;
• Outsourcing partner management, including contract negotiations and daily performance assessment.
info.portal was Germany's #3 DQ provider offering both branded and outsourcing services (> 1, 5 million monthly calls). The main field of activity was national and international directory enquiries as well as switchboard services. My main tasks were:
• Full ownership and delivery in all areas of product management;
• Definition of functional requirements, billing and routing plans;
• Regulatory and quality management responsibility;
• Key contact to all national and regional carriers;
• Preparation of commercial offers from first draft to contract.
After an internal change of position, I worked for telegate's European division (250, 000 monthly calls). This position involved:
• Introducing a central quality management within European operations;
• Responsibility for benchmarks, customer surveys, team leader training;
• Liaising between the call centres within Europe;
• International market research and presence during deregulation meetings.
Conception and implementation of quality management and monitoring concepts for the Germany/Austria division of telegate (> 12 million monthly calls) to ensure customer satisfaction and continuous market success, and:
• Definition and assessment of centrally surveyed quality parameters;
• Responsibility for benchmarks, mystery calls, team leader training;
• Selection, creation and managing of a central 'monitoring team';
• Design and implementation of a customer service hotline.
Back office responsibility and on-site visits for a defined range of major A and B accounts at the #2 player on the German landline market.
• Main focus on problem troubleshooting and billing;
• Identification & correction of unrateable CDRs;
• After sales consultancy.
Participation in a seminar on quality management in call centres.
A university, chamber of commerce and industry-funded career centre with a 12 months programme to introduce skilled language students into the world of economics using their key qualifications. In depth classes in technical purchase, logistics and materials management. 3 month work placement: Digital Equipment, Munich.
Further to passing the German baccalaureate / high school exam, studies at Munich LMU university in humanities, social science, language teaching methodology. Studies abandoned in 1998.
