 Managing the vendor to the responsibilities outlined in the Contract and Statement of Work Legal abstract/documentation management. Well-versed in key terminologies associated with contracts and how they are interrelated. Penalty implementation Operations management and disputes/complaints handling Thorough understanding of the financial rationale of the business Quantitative impact of the vendor’s performance and output as byproduct of training, quality and timelines of service delivery and core operations management variables and calculations Monitor departmental financial expenditures as against budget Strive for the vendor’s most valuable client Maintains harmonious and collaborative environment between operations and vendor Customer experience management Understanding of how the interrelationships of processes, technologies and people create results; and how to create mutually beneficial opportunities for SMART and the vendors on these information Project management Innovations development Process and system enhancements Ensures compliance of the mandatory processes related to vendor selection and bidding Adept in vendor management process and key documentation like RFI, RFP, bidding, awarding and PR/PO Quality management

Responsible for managing a Service Fulfillment team that handles Consumer and Corporate Clients. Oversee a group of client fulfillment teams ensuring that all service level agreements are met or exceeded while operating within budgetary guidelines which includes after-sales fulfillment process, troubleshooting and system backup for BlackBerry, Wireless Broadband and Corporate Solutions• Provides management and leadership to Solutions Fulfillment team. • Facilitate planning and implementation of fulfillment process to support operations for Corporate Solutions.• Develop procedures and provide trainings to operations to improve quality and efficiency in handling after sales support for Corporate Accounts• Serves as main point of contact on all Corporate Account related concerns after sales related matters to sales operations• Evaluates escalated problem issues and determines resolution options that balance customer’s satisfaction with business requirements. • Implements improvement plans in terms of process and procedures related concerns which affect Customer Experience.• Oversees the Fulfillment’s team in the daily operations• Monitors and ensure immediate resolution on all escalated concerns within the SLA.• Continually seek opportunities to increase client satisfaction and deepen client relationship• Educate and develop staff by conducting regular communication meetings; in-house and on the job training, coaching and counseling and other developmental activities to improve skills; motivate and promote teamwork.

Responsible for planning and implementation of the Customer Care Call Center, Business Centers and Activation Centers. Created and executed the Business Plan for Customer Care. Created and Implemented the Customer Care processes and process improvement. Sourced and Managed an Outsourced Call Center. Manages Level 2 and Back Office operations. Ensure that the promise of high quality service is provided and maintained by the Level 2 Technicians. Real-time monitoring of service levels and other efficiency metrics. Prepares the reports requirements related to Level 2 operations

Provides timely and customer satisfactory resolution for escalated cases. Manages group of 7 CSRs. Monitors and conducts 15 audits per week. Reviews weekly Customer Satisfaction surveys. Provides real-time and scheduled one-on-one coaching. Facilitates Quality Monitoring and Calibration with HQ. Conducts Performance Appraisal Plans for CSRs. Provides weekly and monthly reports. Adheres closely to daily schedules while other assigned tasks are executed on time

Assist Level 1 support towards first contact resolution through real time solution by responding timely and accurately to all escalation cases submitted