Details
Skills
CRM | Onboarding & Retention | CX | NPS | Customer Journeys | Interaction | Carrier/Third Party SLAs | Quality | Product Marketing | GTM Strategies | Recruitment
| Performance Reviews | Sales Processes | Protocols | Multi-Channel Communications | TCaaS | CCaaS | UCaaS | BroadSoft Platforms | Service Now | ITIL |
Wireshark | Oracle Platform | SIP | Unity Connection | VOIP | Yealink | Panasonic | Cisco | WebEx | Audio Conference Systems | Enterprise Voice | Mobile & Desktop
Softphone Clients (UC) | Constructing contact centers | Vendor utilization (Puzzel, Five9, Cisco BroadSoft Contact Center) | System failure trend analysis | Contract
negotiation | SLA management | Compliance auditing | Sales auditing | Stock auditing | Cash flow auditing | Fraud investigation | Technology implementation
About
Unified Communications & Customer Experience Technical Support Expert with 20+ years in the UC/CX/CS space. Achieved high client retention, sales conversions,
and customer satisfaction. Managed top-performing, multidisciplinary teams by recruiting, mentoring, conducting performance reviews, identifying skills gaps,
arranging training, and encouraging career progression to maximize ROI. Proficient in constructing contact centers, allocating workstreams, deploying key personnel,
clarifying objectives, and conducting appraisals. Acted as a key advisor in tenders, managed customer interactions, and negotiated contracts and SLAs. Conducted
compliance investigations and audits, initiated roles to increase and retain footfall, launched flagship stores, optimized staff deployment, and consistently exceeded
sales targets. Recognized for maintaining superior levels of customer service and achieving high satisfaction ratings. Immediately available for both FTE & FTC
engagements, flexible with relocation to the wider GCC, call me to discuss business direction, objectives and challenges.
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