Sameer Kassam Email & Phone Number

Nairobi, Kenya

- Cloud Enterprise Solutions- Zoho Partners for East Africa - I.T and Audio Visual Resellers and Service Center - Authorised Zoho Partners - Authorised Viewsonic Service Partners - Authorised Matrix Solutions Partners - Dell Partners - Sophos Partners - Fortinet Partners - Honeywell Partners - Nakivo Partners - Linode Solutions Partners

Nairobi, Kenya

Nairobi

• Define and drive ITIL Service Level Agreements (SLAs) as per client’s requirements to deliver measurable quality and exceeding expectations of all stakeholders• Adhering to ITIL practises within Service Desk and End User Service(EUS)• Create best practice service delivery systems and effectively monitor, control and support service delivery by ensuring systems, policies and procedures are followed• Establish excellent standards of processes and procedures that ensure each customer… Show more • Define and drive ITIL Service Level Agreements (SLAs) as per client’s requirements to deliver measurable quality and exceeding expectations of all stakeholders• Adhering to ITIL practises within Service Desk and End User Service(EUS)• Create best practice service delivery systems and effectively monitor, control and support service delivery by ensuring systems, policies and procedures are followed• Establish excellent standards of processes and procedures that ensure each customer get same experience throughout their journey of working with the Company• Punctually attend service and clients review meetings that cover performance reports, service improvements, quality and processes• Create and adhere to Service Delivery plan as per stakeholders’ requirements• To prepare timely and accurate reports as per agreed time frames on service improvements, performance, quality and processes• Prepare, facilitate and implement workshops and training's that create and improve service delivery• Quality Management• Prepare and adhere to approved Service Delivery budgets to ensure processes are efficient and cost effective• Define, create, train and report KPIs of measuring Client Service Delivery excellence in the Company• Preparing and presenting relevant reports on the status of the Service Delivery Department• Evaluate and manage the risk of the Service Delivery function of the business• Management of third parties and partners with regard to Service Delivery• Ensure compliance with all regulations relating to service delivery• Project management for implementation and transformation.• Responsible for managing, training and providing leadership for the Service Delivery team• Develop, maintain and champion a service culture within the Service Delivery team• Prepare and negotiate financial aspect of SLA's with current and new clients• Manage Outsource teams and ensuring the SLA and KPI's meet client expectations Show less

Nairobi, Kenya

• Responsible for growth/sales at the Nairobi branch and countrywide• Running the Nairobi branch in accordance with budgets• Responsible for Nairobi and countrywide operations• Responsible for Safaricom Operations countrywide• Designing new retail outlets from ground upwards• Running and growing new retail outlets countrywide• Head of admin. Ensuring prequels and tenders are set out according to guidelines and ensuring they are completed and handed in on… Show more • Responsible for growth/sales at the Nairobi branch and countrywide• Running the Nairobi branch in accordance with budgets• Responsible for Nairobi and countrywide operations• Responsible for Safaricom Operations countrywide• Designing new retail outlets from ground upwards• Running and growing new retail outlets countrywide• Head of admin. Ensuring prequels and tenders are set out according to guidelines and ensuring they are completed and handed in on time• Responsible for implementing procedures and processes• Responsible for recruitment at Nairobi and countrywide• Conducting performance reviews using balance scorecards• Reviewing absences and liaising with H.R Show less

Watford, United Kingdom

• Coordinating Team managers on daily duties as Duty Manager• To conduct monthly performance reviews on Team Members• To conduct 6 monthly and 12 monthly Performance Reviews• To achieve targets and SLA’s to make sure we meet them not only as a team but for the site nationally.• To review absences and undertake disciplinary including liaising with H.R• Managing compliance to ensure that all staff are adhering to their daily schedule. Ensuring that all staff are punctual… Show more • Coordinating Team managers on daily duties as Duty Manager• To conduct monthly performance reviews on Team Members• To conduct 6 monthly and 12 monthly Performance Reviews• To achieve targets and SLA’s to make sure we meet them not only as a team but for the site nationally.• To review absences and undertake disciplinary including liaising with H.R• Managing compliance to ensure that all staff are adhering to their daily schedule. Ensuring that all staff are punctual. • Making sure all communications are passed on or briefed out• To be a motivator and create engagement in the team and call centre.• Driving customer satisfaction through analysis of procedures and constant review of the procedures• Maintain a high NPS (Net Promoter Score)• Provide additional coaching for my team members and help them identify opportunities to increase growth as well as handle complex complaints and resolve them.• Provide support to stakeholders in daily operations• Making critical decisions during high call volumes to manage efficiency so that the customer journey doesn’t have an impact• Dealing with retailers nationally in promoting and dealing with their enquiries• Conduct weekly management meetings• Take ownership of complaints to deliver an outcome in line with the standards expected and in line with the National Lottery Commission• To assist in all events organised by the company• To provide development opportunities for my staff. Provide online and classroom training• Quality Monitor staff in accordance with the National Lottery Commission• Coordinating Team managers on daily duties as Duty Manager Show less

Leicester

•To conduct monthly performance reviews on other Managers•To plan 121s with all team members, setting targets for my agents to help them achieve their K.P.I•Liaise with stakeholders about operations •Making critical decisions during high call volumes to manage efficiency so that the customer journey doesn’t have an impact.•Driving customer satisfaction through analysis of procedures and constant review of the procedures•Maintain a high NPS (Net Promoter… Show more •To conduct monthly performance reviews on other Managers•To plan 121s with all team members, setting targets for my agents to help them achieve their K.P.I•Liaise with stakeholders about operations •Making critical decisions during high call volumes to manage efficiency so that the customer journey doesn’t have an impact.•Driving customer satisfaction through analysis of procedures and constant review of the procedures•Maintain a high NPS (Net Promoter Score)•Provide additional coaching for my team members and help them identify opportunities to increase growth as well as handle complex complaints and resolve them.•To attend management meetings and plan our future strategies.•To quality monitor my staff and their calls and help with their customer journey to enhance the customer experience. Ensure that the guidelines are followed due to FSA guidelines.•To achieve targets and SLA’s to make sure we meet them not only as a team but for the site nationally.•Take ownership of complaints to deliver an outcome in line with the standards expected. As these are FSA regulated timely completion of these is essential.•To provide development opportunities for my staff. Provide online and classroom trainingTo evaluate and report all situations.•To assist in all events organised by the company.•To promote team building•To achieve targets and SLA’s to make sure we meet them not only as a team but for the site nationally.•To review absences and undertake disciplinary including liaising with H.R•Managing compliance to ensure that all staff are adhering to their daily schedule. Ensuring that all staff are punctual. •To be a motivator and create engagement in the team and call centre.•Liaising with resources about shift patterns regarding managers and staff. Ensuring that sufficient cover is always available. Show less

Bsc, Information Technology, Honours

Hnd, Management Information Systems And Services, Merit