To obtain International/Gobal experience, more challenges, next step for my career, explore other industries.
Work Experience
Jul 2008 – Present – Senior Manager, Operations EU – Cisco; a client of Intelenet Global (Mauritius) Limited.
Awarded by Intelenet Global Services: CEO’s Award for Operational Excellence 2007 – 2008.
Nov 2005 – Jun 2008 – Project Manager, Operations EU, EM, Advances Services Deal and Product Sales Credit Assignment – Cisco; a client of Intelenet Global (Mauritius) Limited.
Sep 2004 – Nov 2005 – Joined Intelenet Mauritius Limited – former Teleforma Mauritius Limited.
Customer Representative – Trainer – QA – Project Manager
Dec 2004 – Jan 2005 – Human Resources Development Council – Internship in the IT department
Jun 2003 – Jul 2003 – Cellplus Mobile Communications Ltd – Internship in the IT department
Dec 2000 – Jul 2001 – British American Insurance as Customer Service Representative
EDUCATION
July 2008 – Enrolled at MANCOSA (Management College of Southern Africa) for a Master in Business Administration (MBA) - to be completed by 2010
Jul 2001 – Jul 2004 - Degree of Bachelor of Science in Computer Science with Multimedia awarded by the University of Mauritius
Skills:
•Ability to manage large numbers of staff
•Excellent analytical and critical skills
•Strong ability to motivate, coach and mentor people
•Proactive and organised
•Ability to develop, run and optimize operations
•Strong team work and partnership skills
•Excellent English and French, both written and spoken.
Known languages (and levels):
English-Very Good
French-Very Good
Hindi-Good
Type of Employment wanted:
Full Time
Minimum Yearly Salary in Numbers:
Unspecified
Current Location:
Mauritius, Curepipe
Education & Experience
Education History, Qualifications & other additional information:
Level of Education:
Bachelor
July 2008 – Enrolled at MANCOSA (Management College of Southern Africa) for a Master in Business Administration (MBA) - to be completed by 2010
Jul 2001 – Jul 2004 - Degree of Bachelor of Science in Computer Science with Multimedia awarded by the University of Mauritius
Nov 2000 - University of Cambridge - Higher School Certificate with three “A” Levels in Mathematics, Chemistry and Physics.
Nov 1997 - University of Cambridge - School Certificate with 8 credits including English.
Other qualifications:
Jul 2008 – Leadership Training for Managers – Dale Carnegie
Jan 2007 – Mauritius Quality Authority approved Trainer in Customer Service
May 2005 – Honor Graduate for Customer Service Training by Intelenet Mauritius Limited
Aug 1999 – Pitman Qualifications
Oct 1998 – Youth Leadership and Club Management
Training courses with Intelenet Global (Mauritius) Ltd – Mauritius Quality Authority approved.
-“Train the Trainer” – training programme delivered by DCDM to enhance training and presentation skills.
-SEED (Skills Enhancement for Employee Development) training.
-Leadership Training/managing attrition as managers.
-Interaction Skills for Success and Making the Transition to Supervisor Workshops.
-Customer Service skills training.
Work History & Experience:
Years of Work Experience:
5 to 7 Years
Jul 2008 – Present – Senior Manager, Operations EU – Cisco; a client of Intelenet Global (Mauritius) Limited.
Awarded by Intelenet Global Services: CEO’s Award for Operational Excellence 2007 – 2008.
Responsible to optimize functions of different teams in the quoting, contract management, service support centre and automation with strong emphasis on productivity, performance, quality and team spirit. Develop best practices across teams to support the field and provide support to new programs and process changes. Work with EU managers to meet service business strategy goals and address process gaps fixes. Proactively identify and drive process improvements to increase customer satisfaction, and ensure timely and effective resolution of cases. Work with account managers, quality manager, process trainer, automation analysts and escalation lead to ensure business issues are being addressed on day to day basis with the necessary reporting.
Nov 2005 – Jun 2008 – Project Manager, Operations EU, EM, Advances Services Deal and Product Sales Credit Assignment – Cisco; a client of Intelenet Global (Mauritius) Limited.
Was key to the set up of the operations with 12 associates; led a team of 14 leads and 109 associates, 3 major processes with 4 sub units, together with side sub units; Manage the day to day operations of the Business Operations Centre for EU and EM liaising with several support functions including HR, Finance, Facilities and IT; Ensure KPIs are achieved and delivery of resources as per SLAs, support daily/weekly/monthly/quarterly/yearly updates by appropriate reporting; manage absenteeism and attrition, drive motivation in the team and conduct performance appraisal; hold regular meetings to regulate operational processes; coach and mentor team leads by involving them in decision making; respond and resolve issues across departments; takes disciplinary/corrective actions when necessary; review quality audits together with quality manager; review and analyze performance reports with automation experts; Other activities include approving invoices, payroll files, planning/forecasting manpower and coordinating recruitment; Responsible to innovate processes, develop strategic/tactical plans and drive revenue for the company.
Overseas Travelling with Cisco:
London, Brussels, Amsterdam – Business Review meeting in Jan 2007
Rome – Business Review meeting in September 2008
Newcastle – Process Handover in Feb 2009
Sep 2004 – Nov 2005 – Joined Intelenet Mauritius Limited – former Teleforma Mauritius Limited.
Customer Representative – Trainer – QA – Project Manager
Dec 2004 – Jan 2005 – Human Resources Development Council – Internship in the IT department
Jun 2003 – Jul 2003 – Cellplus Mobile Communications Ltd – Internship in the IT department
Dec 2000 – Jul 2001 – British American Insurance as Customer Service Representative
Local State & City Job Search for Alabama, Arizona-Maricopa County, Arkansas, California- Los Angeles/Orange County, Colorado, Connecticut, Florida-Miami-Dade, Georgia, Illinois, Cook County, Iowa, Kentucky, Maryland, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Texas- Harris/Dallas County, Virginia, King-Washington..
