In charge of streamlining the interaction with customers, I am working with various stakeholders to develop those customized solutions needed to drive a successful customer-focused strategy. I am pushing towards a full-scale adoption of the Lean approach to improve service productivity whereas each process is defined, measured, analyzed, improved and controlled against service level objectives. Other responsibilities include: ● Managing the Mauritius team● Defining the customer journey map and its related processes● Negotiating the resolution of major complaints: letters of formal notice, chargebacks etc.● Conducting customer refunds● Monitoring third party pickups for fraud preventionAchievements● Created a comprehensive set of productivity dashboards● Implemented call etiquette scorecards ● Developed coaching logs and individual progress trackers● Started a dynamic merit-based incentive and bonus system● Led the team to constantly win the weekly and monthly inter-regional contest since its inception

Provided a series of workshops on Leadership, communication and the customer journey. Last project: Led Purple Onion, a dedicated catering group of 5 restaurants, into sustaining a positive cash flow.

Established an offshore sourcing and consulting network specialized in business development, service enhancement and value chain management across the MENA regionMy primary mandate was to set up and maintain strong networks of renowned manufacturers, brand owners and exclusive distributors of high-quality products that can bring to partners “the best value for money.”

Led the group into Lean management by analyzing, controlling and continuously improving each aspect of the customer promise against a series of measurable benchmarks● Mapped the CRM software development requirements for a profitable customer-centric approach● Drew up and managed budget forecasts for the implementation of targeted projects● Developed a complete set of customer experience dynamics allowing for the maintenance of detailed scorecards against KPIs● Created corrective action management tools linking hands-on findings from continuous control, complaints, and operational requirements, to quality auditing records for centralized follow-up● Set up a thorough complaint management system with reporting to ensure service excellence and continuous customer satisfaction● Maintained compliance with the provisions of the ISO 9001 across business units● Devised data mining tools and processes including sales funnel management and analytical dashboards for commercial purposes● Constructed compelling incentive models to ensure achievement of company’s objectives● Directed the Marketing department and implemented the group’s communication strategyAchievements● Guided the Holding towards ISO 9001 certification in Turkey in 2015● Led the group to comply with best practices in complaint handling and customer satisfaction - ISO 10002 in 2015. Same year, the number of credit notes dropped by 18%● Managed a series of commercial projects that led to boosting sales numbers by 19% in 2015● Launched a company-wide collection platform, streamlining the process across divisions and reinforcing customer centricity. Receivables improved by 20% during pilot phase● Revamped the group’s websites● Introduced a dynamic, collaborative intranet portal to foster corporate synergy● Placed a complete call center etiquette process into the mainstream through coaching and individual progress reports despite minimal resources. Reached 90% conformity in the first year

Restructured the shared customer service department of 7 well-known regional media● Revamped the whole set of customer service procedures● Implemented a complete reporting system for the Call Center, Quality Control and Back Office units● Supervised the launching of the CISCO telephony system for optimal call center customization● Worked on coordinating the different departments’ activities and on aligning their targets. Created contests and implemented performance incentive plans accordingly● Worked closely with Human Resources – training existing personnel and recruiting new staff – to meet corporate standards and reach targeted levels of customer service excellenceAchievements● Reduced the churn rate among subscribers by 11% through the deployment of an effective CRM strategy● Achieved and sustained a year-over-year monthly growth of 20% in the number of classified ads● Succeeded in providing a 7-day customer service support despite prevalent cost reduction policies

● Led and motivated a team of 20 customer service agents● Developed employees’ knowledge and skills through coaching and training● Ensured compliance with corporate policies and proceduresAchievement● Ranked 2nd among 11 teams after only 4 months on the job

● Managed customer relations and ensured inter-departmental coordination● Produced comprehensive statistical market analysis, providing a clear picture of profitable market segments, market developments, key trends and the positioning of major competitors● Cultivated a personalized service culture with continuous assessment of customer satisfaction● Monitored departments’ activities in relation to Key Performance Indicators (KPIs) and acted on deviations accordingly● Recruited qualified personnel and supervised their trainingAchievementsCRM Manager● Developed a personalized reporting system based on Key Performance Indicators to align service level objectives with clients’ expectations. Year-end customer satisfaction improved by 17%● Set up a thorough complaint process that led to a 14% reduction in complaints in phase 1Project Manager● Built a proactive receivables strategy that also improves the company’s recovery of bad debts● Restructured the Dispatching department, developed a contingency plan, and devised related incentive systems. Operations department's productivity improved by 22% in phase 1Customer Service Manager● Planned and implemented a call monitoring process, enhancing speech conformity by 80%● Reorganized the department and reviewed its reporting and control dynamics. Productivity and service quality increased substantially● Succeeded to reduce department's employees' turnover rate by 83% in 2005

● Managed a portfolio of 35,000 customers● Identified potential fraud or risk and acted accordingly● Performed a targeted control on customers’ airtime consumption● Resolved complaints through effective follow-upsAchievements● Appointed as “Interim Head of Risk Department” in the absence of the acting manager● Assigned to the “Keep Watch on Competition” project