Member Type: Individual Profile
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Global region are you based in? For example Eastern Europe, Asia
Do you work for a
BT (Interim Role)
What is your current job title?
Head of People & Organizational Change Practice in Customer Care
What would you like to get out of Telcoprofessionals.com?
Professional Environment, Ability to connect with like minded professionals , Expand network for next job
Professional Background/Education eg. BSS/OSS
20 years experience of working in a Services Environment, which has included Customer Services, Service Delivery, Call Centre, Project Management, Start up Projects, Turnarounds both in the private and public sectors. This has included Telecoms, Finance, Banking and FMCG.
Highly experienced energetic, resulted-oriented individual with extensive knowledge in directing operations in highly demanding inbound/outbound call centres and in all aspects of providing a world class customer service experience. Very skilled at leading and improving performance of teams ranging in size from 60 to 800 full time employees. Expertise in developing strong customer / employee relationships leading to improved retention, attendance, increased business productivity and profitability. Creative and innovative leader, excellent communicator. Experienced in building and maintaining a motivated team environment while exceeding all expectations.
International working experience in the Middle East, U.A.E, India, and Europe Also on short term assignments globally. Extensive knowledge and experience of working with multinational and multicultural staff members.
KEY TRANSFERABLE SKILLS
• Experience at the senior management level in Customer Education, Customer Service and Professional Services. Also have consulting experience with companies large and small, assessing service organizations and services offered; developing the overall service strategy; identifying and resolving organization performance issues; diagnosing customer adoption problems and creating programs to address those problems.
• Customer adoption services, customer education, customer support, diagnostics of services (and other organizations) with the intent to improve service delivery, customer satisfaction and organization effectiveness; development and delivery of services.
• In-depth understanding of incident management processes and procedures including implementation of change management policies this has included an enhanced trouble ticketing and service requests are within and exceed SLA’s and managing outsourced partners worldwide.
• Strong experience in starting-up new Customer care operations. Can successfully accomplish all the required steps from the very beginning of a new industry, to put in place a Customer care operational group. This can include a contact centre, a back office, a project and support group and a training group. Have already participated in the start-up or re-engineering of several