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Network Power<100 people
Roles
🧨42%
Consulting
🔥28%
Startup Founder
💸28%
Marketing
Geos
🇦🇪28%
United Arab Emirates
🇮🇳14%
India
🇮🇹14%
Italy
Work Background
Mumzworld.comDirector Customer Experience & Strategy
Jan. 2023 - Sep. 2023Dubai, United Arab Emirates · HybridResponsibilities: Directed & undertook large-scale, complex programs with a focus on technology transformation; verifying project/program progress & outstanding issues and ensuring the quality & timeliness of deliverables; defining standard practices and preparing weekly & monthly progress analysis using earned value method, various reports, review change, variation order & customer’s claims and product delivery
Coordinated for project KPIs to determine accurate status of the project, making tactical decisions to allocate resources and assigning staff requirements to maintain project on target
Engaged in strategic implementation with a keen eye on cost optimization and productivity enhancement through technology. Emphasizing revenue growth by harnessing the full potential of customer service agents.
Led innovation through various technologies thus generating greater client value
Collaborated with the senior management in defining IT strategies for effectively implementing multiple large scale projects ensuring compliance with project delivery timelines and other service level agreement (SLA) parameters in the context of managing customer call traffic volumes.
Managed stakeholders such as CIO, CTO, CFO, CHRO, Business Head and Product Manager with great presentation & influence skills for both IT & Business
Designed and delivered effective corporate, information Technology & business continuity programs mapped to compliance standards
Delivered collaborative cross-functional business management, people management, solution selling and consulting-led engagements; managing large business initiatives and virtual teams to enhance organizational effectiveness
Jumia GroupDirector, Group Head of Customer Operations
Aug. 2022 - Jan. 2023Dubai, United Arab Emirates · HybridLed a customer service transformation across 13 African countries at Jumia, overseeing 3000 agents and implementing performance metrics, achieving a 20% increase in overall customer satisfaction scores within one year.
Facilitated strategic discussions with senior leaders, resulting in a 15% increase in cross-functional collaboration and faster decision-making.
Enhanced the Inbound QC process using a Machine Learning model to predict the probability of return due to quality issues, reducing the return rate by 13.5%.
Jumia GroupCentral Head of Customer Service
Jul. 2021 - Aug. 2022Dubai, United Arab EmiratesEveryday demonstrating my ability to problem-solve and deep-dive on complex challenges by leveraging data as a key parameter for decision-making; i am attracting and retaining customers across 11 African countries. I am in process of bringing impactful digital transformation in customer service by executing multiple turnarounds and reorganisations in Jumia call Centers across Africa - Middle East Nigeria | Egypt | Kenya | Morocco | Ivory Coast | Ghana | Uganda | Senegal | Tunisia | Algeria | South Africa | Dubai | Portugal । Germany
Jumia GroupCentral Head of Customer Experience
Jul. 2019 - Jul. 2021Cairo, EgyptIn collaboration with Jumia leadership I shaped the strategic direction of the business in customer favour. I harnessed a customer-centric culture of initiatives and programs that encompass transformation and continuous improvement, through the right combination of people, projects, tools, and technology within customer operations. My team was comprising of customer experience specialists and business/CRM analysts who embraced problem-solving and strategic thinking as a “way of life”.
With my strong ability to manage both in-house and remote teams across multiple markets, I could create and implement an analytics based strategy to drive better service delivery. I implemented metrics that enabled smart decision-making and performance evaluation.
Jumia GroupSr. Program Manager(Quality) - Customer Experience
Aug. 2017 - Jul. 2019Misr Al-Qadima, Cairo Governorate, EgyptMy role here was to ensure product meets customer expectations. I developed and implemented multiple CXP programs across Nigeria, Egypt , Morocco , Kenya and Ivory Coast. The programs were focused on product quality to enhance the customer’s experience through collecting insights from customer focus groups, observing and refining the quality check process, going on delivery runs, benchmarking industry best practices to analyse the information.
SnapdealSenior Manager - Strategy and Development SCM (SD+)
Feb. 2015 - Jun. 2017DelhiLed a team of developers to build a proprietary CRM system for the enterprise and its strategic partners, optimising the inventory management process and increasing space utilization by 24%.
Curated a $2M business implementation project that saves approximately $3.5M on operational inefficiencies between Customer Service and Key Account Management departments annually.
Developed programmatic elements for the (QAAS) Tool for Quality Checking Products, reducing customer returns by 7% across 11 warehouses
Videocon Telecommunications LtdSenior Program Manager Modern Retail
Jul. 2012 - Jan. 2015Gurugram, Haryana, IndiaSkills: Cost & Resource Optimization · Problem Solving · Customer Journeys
Videocon Telecommunications LtdSenior Project Manager e-Commerce
Jan. 2011 - Jun. 2012Gurugram, Haryana, IndiaSkills: Cost & Resource Optimization · Problem Solving · Customer Journeys
Videocon Telecommunications LtdProduct Manager e-Commerce
Mar. 2009 - Dec. 2010Mumbai, Maharashtra, IndiaExplored user behavior and guided strategic product roadmap discussions across multi-functional teams for the launch of an e-commerce platform.
Incorporated the Tableau reporting system into the Power BI sales workflow, resulting in a 23% surge in post-meeting inquiries for the e-commerce sales department.
Digiweb Software Services (P) LtdProject Support Associate - SAP implementation
Feb. 2006 - Apr. 2009JaipurGuided 20 SAP professionals through a comprehensive performance management system and ongoing learning and development initiatives, yielding over 30% productivity within the initial 6 months of onboarding.
Maintained a consistent position in the top 3 of the department for task completion
Kamla Poddar InstitutesProduct Manager
Mar. 2004 - Jan. 2006Jaipur Area, IndiaDirected the creation of the Hire Assessment tool for the placement cell, resulting in a record 79% student placement in 2005.
Devised and executed fresh decision metrics and escalation charts, leading to a 14% enhancement in call center efficiency.
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