Experience

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  Industrial construct

  Dec 2011 - Dec 2012

  Junior engineer | project manager

  Responsibilities:• Planning, monitoring, controlling and completing projects in construction, civil engineering, agriculture and IT as required;• Monitoring and managing the project schedule, budget and project risks according to project management standards and legislation;• Managing project team members and project documentation;• Dealing with operational issues;• Organizing steering committee meetings;• Ensuring that project met requirements and objectives;• Negotiating and resolving issues related to schedule and budget;• Communicating project status to the project sponsor, all team members, and other relevant stakeholders and involved parties; Show less

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  Gnb industrial power/ exide dubai

  Jan 2015 - Jul 2016

  Inside sales coordinator

  Responsibilities:• Processing Request for quotations (RFQs);• Creating commercial offers in accordance to inter-company pricing, sales and gross profit margins;• Order processing: placing new orders, configuring battery systems as per the customer’s needs;• Following up and coordinating the entire sales process until delivery stage;• Establishing price lists, sales statistics, case studies etc.;• Making sure that all requested and necessary shipping documents (i.e. certificate of origin, commercial invoice, manufacturing declaration) are provided to be able to clear customs;• Controlling customers’ accounts, monitoring credit limits, clearing up the accounts by matching due invoices with undefined or unspecified payments;• Pre-screening and pre-approval of letters of credit, CAD (Cash against Documents) as per internal standards;• Warranty claim processing: writing a detailed report describing the type, the quantity, the failure/defect/malfunction of the batteries;• Organizing from A to Z promotional events, trade shows, exhibitions;• Co-working and co-developing our internal sales and order processing handbook to facilitate our training process and improve our business performance;• Internal stakeholders: Coordinating with the account managers, supply chain and logistics representatives, warehouse managers and internal finance team; • Portfolio: handling more than 30 customers from the UPS, Oil and gas and Telecom industries;• Territory: MEA;• Software/ tools used: internal order processing tools, internal battery configuration system; Show less

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  Nxp semiconductors

  Jan 2017 - Jan 2021

  Supply chain | subject matter expert

  Responsibilities:• Processing chain scheduling for customers’ direct forecasts or via consignment replenishment as per internal agreements;• Dealing with commercial checks and coordinating any order prioritization requests with the supply chain organizations;• Proactively monitoring backlog of orders to avoid escalations and conducting weekly meetings with clients to analyse critical devices; • Solving all error workflows correctly and in a timely manner;• Dealing with all written and verbal requests and managing all incidents reported by the customers;• Providing customer, technical and training support as a Returns Subject Matter Expert ;• Improving the Returns Process by ensuring that the NXP policies, legal regulations and audit requirements are met and maintained;• Creating a comprehensive training material used not only by our team, but also by other organization team members;• Training the new joiners, conducting assessments to ensure they understand the process flow and providing clearance to use our internal platforms upon training completion; • Conducting refresher courses to the other professionals and guiding other staff throughout the process flow;• External and internal stakeholders: Acting as the main point of contact for the customers and as the interface with planning, sales, finance, marketing, logistics and all suppliers worldwide;• Portfolio: Managing up to five customers in the Automotive industry; • Territory: EMEA; • Software/ tools used: SAP SD, eART and ROOTS – internal developed tools used for processing Returns; Show less

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  Ntt ltd.

  Dec 2020 - Nov 2021

  Service delivery manager

  Responsibilities:• Acting as the primary interface and managing the relationship between the internal customers (C-level suite) and the GSSC (Global Shared Service Center) Towers;• Driving both customer satisfaction and service excellence while working closely with the SMEs to improve the process and with the TL to improve people’s performance;• Creating and maintaining the SDM Playbook (part of the Global Playbook);• Structuring training content for the new joiners;• Creating the SDM RACI Matrix;• Building the SDM Microsite with the support of an internal IT consultant;• Developing the Escalation Management Matrix for service-related incidents; • Escalation Management and Reporting;• Building internal tools to facilitate the workload: 1) The Meetings Tracker used for documenting the engagement with the country reps;Generating a Power automated flow to send the minutes and presentation to all attendees at the completion of each meeting;2) The CSI Tracker used for tracking escalations and improvement ideas;• Conducting Monthly Service Review Meetings to evaluate the operational and trend performance, to monitor the impacting issues, to identify the priorities for improvement etc.; • Monitoring the GSSC performance, the service quality and the customer satisfaction;• Building, running and analyzing the Customer Satisfaction (CSAT) Survey;• Analyzing the Quarterly CSAT Survey results and the NPS trend on self-built Power BI dashboards and presenting the overview to both the internal customers and the GSSC Director Team;• Developing and running Service Improvement Plans (in case of low CSAT, a recurrent incident/problem has been flagged or KPIs haven't been achieved)Portfolio: Managing up to 12 European countries (DE, BE, FR, ES, LU, CZ, UK, IE, NL, AT, CH, IT), reporting to the VP of Operations;Towers: Accounts Payable, Accounts Receivable, Contract Management and Order ManagementTerritory: EMEASoftware/tools used: internally-built tools, Power BI Show less

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  Orange services

  Nov 2021 - Dec 2023

  •Leading a team of 7 Incident Managers, 1 Technical Leader, 1 Relationship Manager and 7 Customer Support Engineers that are responsible to assist customers with all incidents and service requests and act as the SPOC between the SSPO BUs (IT service operators/providers), internal partners, external partners and the Orange affiliates (service users)•Creating and implementing the THRUST Transformation Program that aimed to standardize the incident management process and to appropriately segregate the associated responsibilities•Coordinating, managing and monitoring all service desk and incident management operations, including the costs of running the Front Office business unit (for SSPO Service Desk, SSPO Incident Management and SSPO ASP teams)•Ensuring all incidents/ clients’ requests are managed properly by the teams’ members in the agreed SLAs•Acting as a point of escalation for all major incidents and crisis-related activities•Driving and achieving good results with all teams while managing ambiguity and change•Using the customers’ ad-hoc feedback and customer satisfaction survey results to continuously improve the teams’ current ways of working and the incident management process•Partnering with the recruiting team to source, interview and hire suitable candidates for the above-mentioned teams•Influencing and consistently engaging with the team during monthly weekly team meetings, one-to-ones, refresher courses, Lessons Learned sessions and also during the ALT LEAD mentorship program•Analyzing and identifying the teams’ training needs to proactively schedule relevant workshops, practice sessions•Aligning the teams’ Operational and Growth objectives to the organization's mission and strategy •Providing guidance and encouraging employees to take on more challenging assignments and to set more ambitions objectives for themselves (Change & Impact objectives)Territory: EMEA, reporting to the Head of Customer Operations, part of the NSSO leadership team Show less Responsibilities: • Managing the relationship with the customers (Orange affiliates) and acting as the bridge between them and all the NSSO (Network Shared Services Operations) BUs/operational teams• Responsible and accountable for SLA fulfillment and service quality, serving also as an escalation point of contact• Conducting Monthly Service Review Meetings with the affiliates and internal teams to evaluate and present the QoS, to monitor any impacting issues, to identify the priorities for improvement etc.• Scheduling troubleshooting meetings, demo sessions and attending any type of ad-hoc request from the affiliate's side• Facilitating Internal Service Reviews on a monthly basis with the internal teams to set common objectives, revise service performance, follow-up on current and future projects etc. • Tracking and controlling project deployment from NSSO perspective• Financial estimation and negotiation • Creating, sending and analyzing the NSSO CSAT survey on an annual basis to establish the NSSO opportunities for improvement• Developing and running Service Improvement Plans (i.e. post-CSAT, or if a recurrent incident/problem has been identified, or if KPIs haven't been fulfilled);• Proposing a revised induction plan for the new joiners and helping to restructure the initial training plan so that the future intro sessions will be more productive.Portfolio: Country SDM for Orange Slovakia, Orange Botswana and Orange Sierra Leone; Transversal SDM for the MyOrange, Device Management suite (Karma, Papyrus, Omen), AppCenter, DSTK, PCGames, ODM Track, Oxygen, OptiSAM IT/Telecom Business Units: SSPO – FO, KEI, Infosec, NewOps, M&M, CloudInfra, SharedInfra, CeR, TMCO, PMO, GNOCe – GTMC (PS Core&IMS, Voice Core, Packet Core & OSS, Core CS & VAS, Services Platform, Transmission Network, IP Network), Radio Optimization etc. Territory: EMEA regionSoftware/tools used: Oceane, Dolphin (ticketing tool), Centyl, Nautilus (reporting tools), Recharging app, Power BI Show less

  • Manager, Incident Management & Service Desk

    May 2022 - Dec 2023

  • Service Delivery Manager

    Nov 2021 - Jul 2022
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  Ahold delhaize

  Dec 2023 - Nov 2024

  It service delivery manager

  •Acting as an Operational Excellence Manager across all DIACE (Data Insights, Analytics & Customer Engagement) domains: ADP – Azure Data Platform, SDP – SAP Data Platform, CE – Customer Engagement (including both Service & Marketing Cloud teams), working in a very complex environment with different stakeholders such as internal, external associates and multiple partners (DXC, TCS, Avanade, Epam etc.) •Creating and implementing the ANANDA Operational Excellence Program that aimed to improve the overall DIACE QoS through standardization and automatization •Ensuring product support models & runbooks are created and updated on a regular basis with the latest standard procedures, service requests, RFI scenarios etc. •Ensuring all incidents, problems, change & service requests are managed efficiently by the Ops/DevOps teams in the agreed/BeCSE SLAs•Acting as a point of escalation for all major incidents, overdue problems, change requests’ SOX breaches and crisis-related activities•Exploring additional continuous improvement opportunities related to both ITIL and Agile methodology that have an impact on the operational performance•Influencing and consistently engaging with the teams during the monthly SteerCos, Internal Service Reviews, CHIT-chats and KATArsis meetings, refresher sessions etc. •Reshaping and launching both the Customer Satisfaction and the DIACE Team Satisfaction surveys•Participating in the yearly contract renewal/extension and negotiation discussions with the partners and providing the necessary operational input to optimize costs •Creating the 2025 ADP Operating Model including the current status and workload vs. the expected outcome, priority definitions, SLAs, RACI matrices, process swim lanes etc. •Driving and achieving good results with across DIACE while managing ambiguity and changeTerritory: BeCSE (Belgium and Central South Europe), reporting to the Head of Service Integration, part of the DIACE extended Management team Show less