Operations Manager Property

LIFE PHILOSOPHY

A ship in harbor is safe, but that is not what ships are built for…we cannot discover new oceans unless we have the courage to lose sight of the shore…If you want to be someone you've never been, you have to do something you've never done…If the dream is big enough, the facts don't count…

MOST PROUD OF

Nominated for Customer 1st Award at Rogers

Awarded the 2009 Customer Enhancement Value Award by Frost & Sullivan while at Comium

Developed, Managed and Delivered the E2E Customer Operations Excellence 7 Transformation

Managed, Transformed, Delivered the Total Customer Experience (TCEM) across all Customer Interfacing Channels for Multi-Business, Multi-Product, Multi-Language, Multi-Geography Customer Centers

Board and Shareholder Engagement

Executive Stakeholder Engagement across all BUs

Vendor and Partner Engagement

STRENGTHS

Customer Experience Strategy, Planning and Operations Excellence

Lifecycle Management

Brand Value Proposition

Marketing Operations & Automation Excellence

Digitization and Omni Channels Management

Customer Base Management

Data & Analytics, Big Data

Budgeting, Forecasting and Financial Planning

Business Continues Improvement and Process Re-engineering

Products, Services, QA, Processes, KPIs

Customer Acquisition, Retention, Loyalty, Churn Management and Win-Back

Complaint Management

CRITICAL SKILLS

Passionate for Maxis Leadership in the Industry

Influential Leadership

Critical Thinking

Artist (Strategy) and Scientist (Analytics) with Transformation

Executive Communication

Fun to work and to Engage

Conflict Resolution

Change Management

Competitive, Predictive and Perspective Analytics

Presentation, Facilitation, Moderating, Training

Passion for Excellence

EXECUTIVE SUMMARY

+20 Years of Senior Leadership in several Industries across Customer Experience Management. Customer Operations and Contact Centers Strategy, Planning, Excellence, Digital Transformation, Process Re-engineering and Business Continues Improvement

Managing the Holistic Customer Journey E2E across all Customer Interfacing Channels, Omni Channels, Self-Care & Digital Channels

Across Consumer, Enterprise, Government, Multi National Corporation, SMB, SoHo, Retail, Franchise and 3rd Party Alternative Channels

for Regional, National and Global Operators in Canada, USA, South America, Europe and Asia

Achieving and Exceeding all Global KPIs and Metrics including OTE, NPS, MIR, QMP, Volume, Revenue, Acquisition, Retention, Life Time Value, OpEX, FCR, Root Cause Analysis, Mean-Time-Resolve

EXPERIENCE

Senior Manager, Customer Service and Customer Operations

First Service North America, 2022 - Ongoing

Managing Customer Interactions across all Omni Channels

Managing the National Contact Centers across Inbound. Outbound, Tele sales, Telemarketing, Digital, Self-care

Managing the Customer Experience across the Customer Holistic Journey and Customer Base Management within North America through the design, implementation, delivery, operations, service, sales, care, retail, and fulfilment processes

Contact Center Manager, Outbound and Inbound

Rogers Communications, 2018 - 2021

Managing the National Contact Centers across Outbound, Telesales, Telemarketing, Inbound and all Omni Channels (Digital, Chat, SelfCare)

Transformed the Customer Experience and Digital across all Customer Interfacing Cannels through the design, implementation, delivery, care and fulfilment processes

Designed, Delivered & Managed the Customer Holistic Journey

Director, Customer Experience

Etisalat Group, 2012 – 2017

Transformed, Implemented and managed the CEX Strategies, Plans and Customer Operations Excellence (CME), Customer Loyalty Management (CLM), CRM, CVM, CBM

Developed, Implemented and Managed the Customer Operations across all Customer Interfacing Channels, Omni Channels, Digital, Contact Centers, Retail, and Self Care

Group Director, Customer Operations Transformation

C-Mobile, 2007 – 2011

Transformed and Managed state-of-the-art Customer Experience Strategy and Plans E2E

Developed, Implemented and Managed the Customer Experience, Customer Operations and Customer Based Management Strategies and Planning

Launch Board Director, Customer Operations

Zain Group, 2004 – 2006

Launched the Customer Operations as part of Zain Launch in KSA including People, Processes and Technologies

Global Senior Manager, Customer Operations

SS&C, 1998 – 2003

Designed, Delivered and Managed the E2E Customer Journey Strategy Excellence engaging all BUs including KPIs, SLAs, OLAs, Process Alignment and Business Continuity Improvement

EDUCATION

Bachelor with a major in Computer Technology. w/Honors

PMP, PRINCE II. Scrum, Agile

6 Sigma, Lean Management, Process Re-engineering

CSC, CVM, CRM, TCEM, CLM

LANGUAGES

English: Native

French: Working Knowledge.

Spanish: Basic

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