Well qualified and customer focused professional having over 13 years of experience consisting of business management, workforce management, service level management, trend analysis, troubleshooting and issue resolution, and customer relations. Seeking a challenging managerial assignment within the commercial or marketing department, with a growth oriented organization. Academic qualifications include Bachelor’s degree in Communications and Electronics coupled with multiple training's and certifications acquired during my professional career.
Asses how the organization's sales, marketing and service departments work together to deliver seamless customer service, by collecting, analyzing and interpreting customer interactions data to identify requirements and information useful in optimizing customer experience
Led a team of 6 specialists involved in handling all communications and coordination between commercial (Marketing, Customer Care, Retail and Revenue Assurance) and the technology department utilizing all available resources and escalating when required to ensure that all business problems are communicated and solved within the agreed SLA
Led a team of 10 specialists involved in managing optimizing available resources to ensure maximizing staff utilization (through reallocation of staff) and streamlining processes to enhance productivity and profitability.
Led a team of 13 specialists acting as technical support first liners, ensuring their compliance to processes and procedures to achieve customer satisfaction and business KPIs
Led a team of 10 engineers, ensuring their compliance to organizational process and procedures; accomplishing KPIs and aligning performance to deliverables and managing various administrative aspects encompassing scheduling staff training, managing leaves requests and team schedules.
Involved in identifying and resolving fault-related issues utilizing software diagnostic tools and other network or product utility programs, managing technical escalations in coordination with other departments, vendors and providers
Catered to various types of network services like Frame relay - ATM - IP Dial etc