Your Expert Trainer
Over 17 years of practicioner experience in customer services and contact center operations and is a subject matter expert in omnichannel contact centers strategy, planning and implementation, customer experience management, omni-channel customer experience strategy, customer journey and digital transformation, cost optimization, productivity improvement and optimizing profitability through operational efficiency, contact center management, process standardization, service quality enhancement programs, improvement of performance & efficiency, developing people, spearheading initiatives that strengthen customer service capabilities, expand revenue–generating capabilities & maximize ROI.
Possess sound technical knowledge on various contact center solutions & CRM architecture, work force management, IVR, USSD and self care apps. Launched his country’s 1st virtual customer service center – online airtel experience center ‘OAEC’ that won the Asia Communication Award 2015 under best customer service initiative category.