I am a professional with over 14 years’ experience in Operations, Project management, Customer Experience and Retentions fields.
I have an eye for detail to develop efficiency-boosting enhancements as well as experience in working with markets in facilitating and improving efficiencies within the Operations, Projects, Retentions and Customer Experience divisions using agile methodologies.
Further Development and Education
I completed my SAFe Scrum 6.0 certification and in the process of completing the SAFe POPM
certification. I also hold have a certification through Henley Business School called ACMP (Accredited Certificate in Management Practice).
Other certifications include CSM (Certified Scrum Master) and CPO (Certified Product Owner).
Work & Experience
• Collaborate with stakeholders to understand problem statements and convert them into user stories. • Articulate product vision and user stories in a way that is understandable to the different customers. • Manage backlog of user stories. • Ensure technical governance is adhered to including MICS/SOX. • Establish user story acceptance criteria and refine stories with Scrum teams. • Create sprint release plans with input from development teams. • Apply Agile methods and processes to promote a disciplined and transparent project management process. • Provide ongoing facilitation and coaching to team. • Navigate and identifying shared IT services required by the team for project delivery. • Assist different teams in creating and loading information on the scrum tool being used. • Ensure that project governance processes are adhered to. • Assist with any tasks in terms of different projects for the different service towers. • Ensure information sessions are scheduled and projects are clearly communicated in the different workspaces such as Cyber security, Risk etc.
Collaborate with stakeholders to understand problem statements and convert them into user stories. • Articulate product vision and user stories in a way that is understandable to the different customers. • Manage backlog of user stories. • Establish user story acceptance criteria and refine stories with Scrum teams. Page 5 of 10 • Create sprint release plans with input from development teams. • Apply Agile methods and processes to promote a disciplined and transparent project management process. • Create and monitor different projects on the sharepoint site and ensured they follow the process to get the required approvals. • Assist different teams in creating and loading information on the scrum tool being used. • Ensure that project governance processes are adhered to. • Assist with any tasks in terms of different projects for the different service towers. • Ensure information sessions are scheduled and projects are clearly communicated in the different workspaces such as Cyber security, Risk etc.
Provided input into overall Retentions and CX strategy for Mozambique to achieving targets set. • Designed and implemented in-country retentions and customer experience strategies working closely with other business areas. • Worked with other business areas such as Human Resources, Finance and Marketing regarding projects for both retentions and customer experience. • Drove change management within the retentions and customer experience areas. • Drew up and managed budgets for the retentions and customer experience divisions. • Compiled and monitored reports as well as trends for operations, customer experience and retentions to improve performance. • Launched loyalty rewards campaigns as part of the retentions strategy using third party vendors such as airtime providers. • Used agent and dealer networks as part of the strategy to win back churned customers, where they got points added to their accounts and the customers who returned got discounts. • Encouraged the team to excel through continuous development and engagement. Page 6 of 10 • Implemented and managed the policies and procedures within the retentions and customer experience teams. • Facilitated workshops to identify customer pain-points and come up with initiatives to address them. One of such was the market research which helped shed more light in specific issues subscribers and agents in Mozambique were facing. • Flagged potential fraudulent accounts which were sent to the operations department for further actioning. • Monitored dealers and branch reports to minimise risk on potential fraud on new accounts for lower tiered products. • Analysed data and trends to proactively manage churn for high-risk customers. • Ensured continuous engagement with customers through campaigns to reduce churn numbers. • Analysed data on country performance to overall organisational performance as well as market trends. • Design and implement customer retention strategy, attraction, retentions and recovery • Align customer retention strategy to business strategy • Research and analyse global best practice customer retention strategies • Ensure optimal organisational structure and resource allocation to support • successful rollout of customer retention strategies • Design and implement information management policies that cover the following: o Full understanding of subscriber database o Identify subscriber niches o Identify and implement necessary information e.g. FAQ’s o Manage trend analysis and opportunity identification • Drive commercial and operational targets through retentions and customer experience • Manage and monitor internal churn and customer experience reports • Ensure effective communication and dissemination of all churn related information such as scripting and relationship marketing • Implementation and post evaluation of inbound and outbound campaigns Page 7 of 10 • Continuous analysis of system generated communication to subscribers such as DSDes and SMSes • Facilitate workshops to identify root cause of churn drivers and implement initiatives addressing causes of churn drivers • Own and drive individual retention targets • Design and implement customer loyalty programs • Perform customer experience trend analysis. • Compile operational reports and work together with operations manager to reach service levels required. • Report on customer experience feedback based on available data. • Ensure queries received through customer experience tools used are handled timeously and provide necessary interventions.
• Developed and implemented Operations support policies and procedures for Portuguese speaking countries. • Managed the data analysis of inbound and outbound contact centres and campaigns. • Implemented churn strategies such as welcome messages and others for retentions purposes. • Conducted in-country operational audits, providing action plans for improvements where needed. • Managed monthly operations reporting including call centres and branches. • Escalated and ensured RFS's, bugs and defects were logged and resolved. • Investigated and assisted in the deployment of new and updated solutions and projects such as payment methods, self-services etc. • Logging usage assessments and postproduction testing on solutions • Drove country specific requirements back to corporate. Page 8 of 10 • Supporting the region in terms of operations and ensuring continuous relations are kept between countries and corporate. • Perform subscriber trend analysis and niche identification • Implement churn strategies in terms of retention, prevention, and recovery plans • Communication and dissemination of all churn related information to all Africa staff • Data Analysis of inbound and outbound campaigns (Corporate and in-country) • Collation and dissemination of Quality Assurance, Operations, and Retention statistics • Conduct in-country operational audits and disseminate reports and action plans • Manage the creation and implementation of operational information and communication with internal and external customers • Compile and disseminate Operations Support reports • Ensure all RFS's, escalations, requirements, bugs etc are logged and followed up on weekly basis. • Investigate and Assist with the implementation, deployment and roll out of new and updated business solutions and projects like payment methods, self-service channels • Conduct usage assessments and post-production testing of solutions • Drive country specific requirements back to Systems Support and New • Solutions Development. • Coordinate in-country business readiness for all corporate projects and initiatives • Coordinate in-country UAT • Support the Regions and assist them in achieving their objectives and targets • Understand all the issues of the region and proactively make sure they are addressed • Together with the Account manager be the link between the region and Corporate • Support the Regional Account Manager and stand in when they are not available