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Work Background
Checkout.comSenior Manager - IT
Mar. 2022
Checkout.comManager- IT Project
Jun. 2019 - Mar. 2022
ORINUX (Mauritius) LTDManager (Support&Project) Mauritus
May. 2012 - Jun. 2019Quatre-Bornes Mauritius
Data Communication LtdManager Technical Customer Service, Workshop & Presales
Aug. 2009 - Apr. 2012Mauritius• Helping to develop customer service&policy for an entire organization • Managing, leading and supervising a team of customer services & workshop staff, Drive improvements and ensure that initiatives and changes taken at Management level are proactively implemented • Ensure staff are motivated to contribute to success of the organisation • Measure performance of each staff through PMS • Handling face-to-face enquiries from customers • Providing first level support • Manage the Communication of staff with client by telephone, email, letter and face to face • Investigating and solving client' problems, which may be complex or long-standing problems that have been passed on by internal customer customer service agents & technician • Handling customer complaints or any major incidents and communicating repairs with clients. • Ensure that records of discussions or correspondence with clients are up to date on system • Developing feedback or complaints procedures for customers&workshop • Developing customer service &workshop procedures, policies and standards for DCL • Addressing all Technical issues • Training of technical staff to deliver a high standard of service • Assist in planning tasks for on-site and field technicians and in the management of spare-parts and logistics • Ensure that all ISO procedures are level followed and implemented. • Pre Sales Engineer- Server and Infrastructure solution • Quotation, tendering, Monitoring of solutions as per Service Agreement, • Delevelop strategy for corporate customer, individual and SME • Design and document appropriate solution and drawings according to client need provide technical and business leadership and vision, • Support client needs in a timely and efficient manner • Strong understanding of customer and market dynamics and requirements • Experience in enterprise infrastructure solutions and large, complex organizations.
CIEL GROUP (Execom LTD)IT Manager
Jan. 2007 - Jul. 2009Mauritius• Responsible for the IT Platform • Deal with all technical aspects of the company • Manage the day to day operational aspects of the IT department,administration and implementation of existing infrastructure • Installation and implementation of new system • Monitoring and administration of Network,Exchange server 2003, file server , active directory,domain controller, IPBX, Implementation of CRM software , web enhancement, Network Management tool, procurement of IT Equipment • Manage projects and delivery, coordinate and assign technical people on specific daily task within the department • Manage a group of technician to meet end user demand • Provide hardware and network support to other call centres • Management of employees (employees salaries, sick leave, local leave as per labour law a few to mention not) • Recruitment of staff, administration of day to day running of call centre (handlr communication with client, customer service administration, bills payments and receivables), ensure proper training infrastructure available for new recruits,Responsible for a team of 20 person for prospecting clients in telemarketing services,develop strategic techniques to meet targets and goals set by management other cognate duties
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