Member Type: Individual Profile
Profile Views: 241 views
Contacts: 0 friends
Global region are you based in? For example Eastern Europe, Asia
Do you work for a
What is your current job title?
Which of the following areas are you most interested in?
Value Added Services (VAS)
What would you like to get out of Telcoprofessionals.com?
Professional Environment, Ability to connect with like minded professionals , Expand network for next job, Looking for employees, Looking for sales contacts, Experimenting in the Web 2.0 world
Professional Background/Education eg. BSS/OSS
Cost, Service and Quality
Team management of 300 employees
Proactive creative job environment.
95 % customer satisfaction
man- management, leadership, prestigeless, 360 degree management
Add Position Experience
Positions are listed in chronological order, with most recent at the top.
Director of Customer Services and commercial, Telecoms Executive at ITISALUNA and NEWROUZ TELECOM
(Privately Held; 501-1000 employees; Telecommunications industry)
July 2007 – Present ( 11 months)
Head of of customer service for Itisaluna and Newrouz telecom. 2 operations in Iraq, regional and national license. Implementation of telecoms operator CDMA 2000 EV-DO( 450, 800, 1900) . Deployed a Greenfield to a operational to a re-engineering phase. Induction of Best practise and Standards. Integration of Cost - KPIs , SLAs to increase ROI- Service - call centre, queuing and Quality of employees to customer satisfaction.
1 visible recommendation for this position Manage
Executive Director of Customer Care at Western Wireless - Comcel- Haiti
(Public Company; 5001-10,000 employees; Consumer Services industry)
May 2006 – June 2007 (1 year 2 months)
Comcel Voila GSM, Haiti, WI
Largest company in Haiti with sister companies in Dominican republic centenial and In Bolivia Viva- Neuvatel
Executive Director of Customer Care and Support reporting to the CEO
June 2006 - currently
·1 Increase customer based by customer retention and loyalty programmes and ARPU by 20%
·2 Implemented a new Customer Care Strategy based on best practice
·3 Introduced Floor management to avenue a proactive environment
·4 Increase value added calls
·5 Increase Profit by 20% in the first month by WFM, staff utilization
·6 Increase Service and Quality
·7 Decrease Overall cost
Customer care total responsibility of Opex and Capex
Retails Customer Service and call centre optimization.
Directing Customer Service. P and L , Cost , service and cost.
Re-engineering to attain optimal customer satisfaction. Product development and a proactive environment.
2 visible recommendations for this position Manage
Head of Customer Care at EITC - Tecom- new tel- UAE - Dubai
(Government Agency; 10,001 or more employees; Telecommunications industry)
December 2005 – June 2006 ( 7 months)
heading up customer care for the 2nd gsm operator in Dubai, uae. Deploying a sales team for outbound and convergence sales
EITC- Emirates integrated(( international) Telecommunication Company
In charge of search and selection of technologies for the customer care centre
·1 Implementation of People, Processes and Technology
·2 In charge of hiring and training the customer staff
·3 Deployed the marketing strategy to drive a proa