Mo Abbas Email & Phone Number

Auckland, Nz

• Reporting to the GM Customer and a member of the retail leadership team• Responsible for the overall strategic direction, leadership and management of the customer engagement journey, from first bill to exit• Leading a multi-discipline team of more than one hundred staff, handling in excess of one million transactions per year• Supervising, coaching, training, motivating and mentoring personnel, setting clear goals and expectations, providing relevant feedback and discipline as required• Establishing, implementing, simplifying and overseeing effective systems, processes and controls to transform the way customers interact with the company, improve staff performance and reduce operating costs• Customer service and liaison, building strong working relationships and effective communication channels with key stakeholders, resolving complaints and enquiries• Responsible for the strategic direction, leadership and management of the customer engagement journey, from first bill to exit• Overseeing the operational and financial performance of external suppliers• Performing as a strong leader of a cohesive team with strict enforcement of statutory regulations, quality standards, governance processes and compliance requirements

Auckland, Nz

Auckland, Nz

Key Achievements (Mercury NZ Ltd):• Increasing self-service interaction volumes by 22%, touchpoint NPS by fourteen points and optimising FTE by 20%• Remit dimensions: OPEX $8.8m, base revenue, $770m and retention revenue target $70m• Manager effective score, 2021 survey – 100%• Launching Mercury App, providing a simplified process and integrated tools to speed up access to self-help, valued at $2.4M benefits per year• Upgrading CRM and telephony systems to a cloud-based solution, enabling new insights and improved customer interactions across multiple channels • Implementing marketing automation, enabling highly personalised marketing communication to segmented customers across digital and assisted channels, valued at $.4m benefit per annum• Selling the Mercury Solar business through effective sizing, modelling and negotiation of an M&A transaction• Leading the research, design and development of a new strategic customer moves proposition, optimising the experience for customers moving house • Successfully implemented numerous continuous improvement initiatives to deliver greater operational efficiency and effectiveness across key customer processes, reducing the overall workforce by 25 FTE • Creating a new career development programme to bridge the strategic gap between an operationally focused workforce and empowering teams to thrive in a future digital economy, delivering $.5m benefit through reduced partner dependency and 12% uplift in learning and development rating • Successfully implemented SAP Hybris Commerce and SAP Cloud for Customer, reducing the effective time to fulfil a price change for more than three hundred thousand customers from thirty days down to fourteen days• Designing, implementing and managing the introduction of a proactive retention strategy, reducing retention costs by $2m per annum and achieving budgeted churn targets

London, Gb

• Reporting to the head of national sales• Supervising, coaching, training, motivating and mentoring personnel, setting clear goals and expectations, providing relevant feedback and discipline as required• Managing the development and execution of telesales business unit, with multiple contact centres around New Zealand, accountable for 80% of the consumer sales revenue target• Performing as a strong leader of a cohesive team with strict enforcement of statutory regulations, quality standards, governance processes and compliance requirements Key Achievements (Vodafone)• Conducting review and renegotiation of telesales and field sales partners increasing outcomes per FTE by 20%• Creating and deploying a successful coaching and mentoring program standardising the sales process for optimum customer experience outcomes- Call quality scores increasing from 57% to an average of 93% • Creating and deploying an effective cross-sell and upsell upskilling programme- Growing cross-sell attachment from 10% of sales to 27% of all sales• Developing a refreshed value based retention toolkit balancing customer experience and improving average revenue per customer by 20%-Growing sales capability from a workforce of 12 FTE to 65 FTE within 24 months• Planning, developing and executing the first standardised sales management playbook delivering a standardised agent onboarding experience• Growing cross-sell and upsell capability, delivering more than 110% of budgeted retail targets for three years in a row- Optimising digital sales conversion and DMP targeting, shifting 20% of acquisition to lower costing digital channels (up from 5%)

Auckland, North Island, Nz