Group Head of Projects, Communication and Business Process

• Feb 2021 - Present

Project and Innovation Manager - Transformation Office

• Mar 2020 - Feb 2021

Manager Strategic Planning and Coordination - CEO's Office

• Aug 2018 - Mar 2020

Manager - Customer Accounts, Collections and Recovery

• Nov 2015 - Jul 2018

Manager - Customer Service Operations

• Jul 2015 - Nov 2015

Customer Loyalty Manager - Retention, Collections, Reward

• Feb 2011 - Jun 2015

1. Manage operational tasks, organize and coordinate to ensure multiple commitments are met as per the expectations while providing quality and maintaining clear sense of direction and focus. (Time Management = 50%)2. Manage and implement both departmental and strategic projects (Loyalty Programme, CRM, Color Coding, Customer Journey, Client reward). (Time Management = 40%)3. Assist as required for the office of the Senior Vice President (Time Management = 10%)In the scope of the operational tasks, handling on a day to day a team of 12 pax (including 2 Team Leaders) in a contact centre/ call centre mode in 4 sub-units to cater for: a. Business retention b. Collections (arrears)c. Business upselling and cross selling d. Voice of the customere. Team quantitative and qualitative monitoring and assessment aligned with performance indicators; including daily team talk and documented team performance submitted to Management on a weekly, monthly and quarterly basis. Perform yearly performance review per employee and mutually agree on areas of improvement and subsequent training and need analysis.As regards the assistance provide to the Senior Vice President :a. Performance measurement including calculation mechanism and reporting modelb. Report (weekly, monthly, quarterly Board, Customer Complaints) to detail a diversity of analysis along with business operator indicators, items requiring management attention, major wins, ways to improve PI’s and status on projects.d. Processes, Job Aid (ISO 9001:2008) and Framework documentation as part of the ISO 9001:2008 certification. Drafting of various Service Level Agreement. Show less

Business Development Support

• Oct 2010 - Feb 2011

Devise processes, job aid and framework for a team of Sales staff in charge of Corporate clients exclusively.

Sales Support Executive

• Jun 2007 - Oct 2010

Increase in scope to include: A need to intervene on cases that cannot be handled by Sales and Sales Support staff or where there is need of additional advice while contribute towards finding solutions to problem areas that arouse attention.Provide coaching to staff where required and ensure that clients are offered the best service at all touch points.

Customer Service Assistant

• Feb 2006 - Jun 2007

Administrative tasks including screening of application and providing overall assistance to the Sales and Sales Support team. This included a Tier-1 (front liner role) Customer Service Assistance to client, capture and processing of application. Called to organize and participate in various meetings, conference calls, and process improvement efforts.

Gérante

• Oct 2003 - Jun 2005

Brise Marine is a beauty parlor offering services, products and training with a wide range of treatment in partnership with THALGO. As owner, I was responsible for the setting up of the company, including marketing, recruitment and launch. Prepare, compile and build company’s account. Responsible for the company’s day to day activity (sales, hygiene, quality and service). Manage and provide constant training to the team of beauty therapists and trainees Trainer for distant learner students in Beauty Therapy. Show less