About Me

Customer Operation Executive with world-class results in multi-cultural Customer Experience and Digital transformation programs for market leading multi-national telecommunication companies. 

Respected, visionary, executive leadership professional and business consultant with over 25 years’ experience. 

Highly-accomplished customer operations executive, experienced in managing multi-national sales and customer service operations across Western and Eastern Europe, Middle East, North Africa and SE Asia. 

A persuasive, multilingual (English, German, French, Romanian), articulate professional able to engage stakeholders and staff at all levels of business and across many cultures to generate project buy-in and manage change throughout the organisation. 

Possesses a unique combination of cutting-edge Customer Management experience combined with a comprehensive IT background, delivering consistently above expectations.  

My Expertise

20 years Customer Service Management Expertise
 

Sound knowledge of contact center business. Highly-accomplished customer service executive  as VP Customer Service Deutsche Telekom Europe, as Group Director Customer Service Ooredoo, Head of Customer Service Tele.ring Austria / Romania, VP Customer Service INWI Morocco, Director Customer Service HRS Group, with 20 years professional experience in managing high performing multi-national customer service operations:

  • From tactical management - in one-country operations, with 100-300 seats - to strategical management - in 10 to 13 country operations with 4000-10.000 seats -
  • Both Inhouse and outsourced operations
  • Multi-site, Multi-lingual, Multi-skill and Multi-channel operations
  • World-wide multi-lingual multi-regional operatioon

 

Always delivered on quality and service level within the budget and profit promises

 

15 years Customer Experience Management Expertise 

Passionate Customer Experience Executive with world-class results in large multi-cultural Customer Experience and Digital transformation programs, transforming Contact Center into Customer Experience Center. - VP T-Mobile International responsible for customer interaction experience across 13 operators in Western and Eastern Europe, Group Director Customer Experience and Digital Transformation at Ooredoo - 10 operations in MENA and SE Asia- , Program Manager Customer Experience Transformation at Watania Palestine or Director Customer Experience Inwi Morocco.

Unique combination of a customer-driven visionary with pragmatical leader focused on bottom line results.  Deep knowledge of Customer Experience Management: 

  • CE measurement – experience in running market research and implementing customer feedback management tools
  • CE insight – vast experience in implementing “Voice of the Customer” programs with a track record of successes in both customer experience improvement and financial impacts
  • CE Design – proficiency in understanding customer expectations and using customer mapping and journey design methodology
  • CE transformation – defining CE strategy in a customer driven manner, setting-up and implementing a strategical transformational roadmap
  • CE cultural transformation – employee motivation, organization cultural change

 

25 years Experience in Telecommunication Industry 

25 years’ experience with Telecommunication operators, mobile, fix, broadband, TV, both B2C and B2B across Western and Eastern Europe, Middle East, North Africa, SE Asia and US, from IT to sales and service, to product management, digital transformation up to overall customer experience management.   

  • IT leading roles – as Head of Strategy and Architecture for Cap Gemini Telco or later on as Head of international IT Architecture for T-Mobile International
  • Customer operation executive roles – as VP Customer Service Deutsche Telekom Europe, as Group Director Customer Service Ooredoo or Head of Customer Service Tele.ring Austria / Romania
  • Customer Experience executive roles – as VP T-Mobile International responsible for customer interaction experience across 13 operators in Western and Eastern Europe, Group Director Customer Experience and Digital Transformation at Ooredoo - 10 operations in MENA and SE Asia- , Program Manager Customer Experience Transformation at Watania Palestine or Director Customer Experience Inwi Morocco.

 

10 years Digital Transformation Expertise

A Eager for innovation, courageous and determined, taking the ownership and initiative, persuasive in transforming an idea into reality, always trying to be a great inspiration for others, naturally taking leadership role in large digital transformation programs and delivered always on the promises: 

  • “Shift to Self-Service” program at Deutsche Telekom across Europe - Established and developed Self-Service Business (IVR, USSD, Web) across Europe 
  • “Leadership in Digital Experience” at Ooredoo Group across MENA and SE Asia with deployment of digital analytics and CRM platforms group-wide, e-sales operations in all GCC markets and Digital Transformation of Customer Care launching social, messaging channels and communities in all operations by deploying group-wide common infrastructure 
  • “Digitization Transformation Program” at INWI – digitized customer identification, contract sign-off and archive, retention and up/x-sell journeys, introduced new customer contact digital channels (WhatsApp, chat, FB messenger).

15 years Tele Sales Expertise 

Entrepreneurial leader and Change Catalyst eager to explore new revenue generation opportunities with leading experience of many successful implementation of tele-sales operations for both B2C and B2B: 

  • Retention reactive and proactive with results of >40% retention rate
  • X-Sell and Up-Sell both inbound (sales after service with conversion rates 10-25%) and outbound
  • Inside Sales Team for SME B2B with >90% channel-share for retention, renewals and X/Up Sell.

30 years IT Expertise
 

30 years’ experience and comprehensive expertise in all aspects of Information Technology industry, with a track record of converting it into real results: 

  • Rolling-out new complex Customer Service Platforms on premise and in the cloud
  • cost reduction through omni-channel self-service
  • customer experience improvement through digitization of customer journeys
  • launch of new digital channels for customer service (social, mobile and web chat, FB Messenger, WhatsApp, SMS, servicing customers
  • improved efficiency in service and sales operations through enhanced tools and automatization