I am a British Executive Assistant/Project Manager with a technical background; however I can do just about anything! Dynamic, intelligent, fun and sometimes a bit of a geek ;-) Perfectly qualified for your role….. So, let’s begin…. I have had a long established career in IT and Call Centre/BPO industry and I have worked in areas spanning from Operations/Customer Services/Project Management and Service Delivery and I am both ITIL and PRINCE2 Certified. My operational key fortes are my ability to manage and control in a hectic, fast paced...
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Nov 24, 2014|Project Management|Private|Completed
Sep 9, 2014|Customer Service|Private|Completed
Jun 18, 2014|Other - Administrative Support|Private|Completed
Mar 10, 2014|Product Management|Private|Completed
I can do everything below and given the right opportunity I can do a lot more :-)
1. General administration - diary and email management, meeting scheduling, preparation of documentation in all MSOffice applications, drafting of proposals, technical, operational procedures (SLA)
2. Client relationship management
3. Project management ...on time and on budget
4. Customer services
6. KPI, Reporting and analysis
Employment and Roles
Appletree Mauritius Ltd [Call Centre/BPO] (Operations Manager/Service Delivery Manager/Project Manager10/2010-01/2013
Account management of a Premier Digital TV channel with a customer base of 40, 000 subscribers running on the UK Sky digital platform. Supervision of voice services for subscriptions and customer service. Reporting on processing of financial payments via Direct Debit, BACs and Credit Card to ensure compliancy with PCI DSS Level 2.
Supervision of 6 Direct Team leads and 40+ Customer Service Representatives.
Monitoring and ensuring adherence to an a call answered SLA of 97%
Planning and co-ordination of scheduled ‘Events’ where anticipated volumes would be at 5000-10,000 calls per day, managing internal and external virtual sites during peak periods
Onboarding of an IT services campaign to provide 1st and 2nd line troubleshooting to US located customers on a pay per fix basis.
Due to my technical experience I was responsible for the process review and consequent cataloguing of all existing processes so that risk...
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