Review and analyse company insights as well as determine weak areas for improvement.
Deliver exceptional customer service and engage 40 plus stakeholders across different
markets to ensure seamless working operations. Enhanced NPS across 13 markets by delivering exceptional services. Deliver executive reporting to summarise progress and fill
gaps. Lead stakeholder management across entire markets for best practise sharing. Increase
learnings from external best practices by observing market trends.
* Drive the customer experience program across 20 countries by making engagements
and assuring markets value and willingness.
* Delivered Innovation Lab project for customer experience area by cooperating with Accenture and identifying innovations.
* Improved NPS across 13 markets and 17 markets significantly TNPS.
Streamlined and simplified new financial processes for continuous productivity.
Provided training to two new staff members within the team to support business. Delivered
technical and process solution for post-merger network and product integration. Established
successful engagement of key internal and external stakeholders. Organised international
workshops to set clear expectations of key deliverables. Developed and executed new
financial processes to simplify budget control procedure. Forecasted and managed budget of
€ 60M including identification and resolution of variances. Designed analytic model for explaining dependencies and main drivers with financial control mechanisms.
* Minimised time to deal with monthly financial cycle by 50% and the accuracy of billing
improved to deviation of only 5%.
Led project designing and employment from sales channels perspective for all communications to channels and performance management.
Completed different projects, such as CRM/HR system, first consumer contract offer, and
security project for data protection. Designed and implemented certification process and mystery customer surveys to identify weak areas. Examined and improved agent's
performance by creating sales dashboards and provision systems.
Additional experience as Transfer Pricing Consultant at BDO International and Project and quality manager at Eficia
Supported growth of fixed-mobile convergence by focusing on service processes across markets.
Organised and assisted workshops for seven markets to devise design improvement
strategies with focus on cost reduction. Minimised execution time and improve customer
experience by making guideline and schedule. Helped four markets with 12 plus
stakeholders by entering convergence business to produce project plan, cover capabilities, and prioritise phasing.
* Launched regular robust Executive reporting reflecting fixed and converged business.
* Established best practices for service delivery and installation with focus on customer
experience improvement and monitored of root causes for major issues.