Niveau d'étude : Bac + 5 et plus

Niveau d'expérience : Expérience > 10 ans



Neema
Customer Experience Manager

Pays : Sweden

Disponibilité : Immédiatement



A Propos

I am experienced in Retail Sales, Customer Experience and Customer Insights within Retail and Call Center. With great teams behind me, some of my achievements included: Creating positive retail and call center experience and achieving number one position on Net Promoter Score for Customer Services in the industry, for four years in a row. Leading engaged and motivated teams for three years in a row, with a 24% increase in employees' engagement, leading to improving productivity by 19%. Managing retail projects with a budget of about SEK 5,4 million, and saved 25% of the budget. Developing retail support strategies that exceeded some of sales targets by 37% and improved customers experience by 13%. Streamlining processes that led to a decrease of 41% in process related issues. Editing more than 1000 customer communications for a seasonal promotion; we exceeded revenue expectations by 36%.

Expériences

  • Tijarat AB

    - Managed an online and offline fashion apparel project, with a budget of SEK 1,2 million. - Developed a database of 280 potential clients for a new online market place. - Developed strategies that supports value creation and environmental protection through sustainable management of textile waste. - Provided insights on the business potential through extensive market analysis and development of business plans. - Developed service support content for the online market place.

  • Vodacom Tanzania PLC

    - Led a team that looked after 420 retail stores across the country, to ensure positive customer experience on every interaction with the stores and provide support to operations teams and franchisees - Integrated the use of market research, data and trend analysis to facilitate decision making for new sites acquisition, recruitment of capable franchise partners, and developed sales strategies that led to exceeding sales targets by 37%. - Conducted an extensive process review that slashed down process related issues by 41%. - Managed retail projects with a budget of about SEK 5,4 million and saved 25% of the budget. - Developed communication strategies for front line teams to increase their knowledge on products and services, and increased customer satisfaction index by 3% with a leading Net Promoter Score in the industry. - Developed strategies that enabled immediate actions on customer reviews on services and increased positive feedback by 13%.

  • Vodacom Tanzania PLC

    - Led a team of 18 people that looked after customer insights and service quality for Social Media, Call Center and Retail stores, and achieved number one position on service Net Promoter Score (NPS) in the industry. - Developed and implemented service audit strategies and initiatives, including mystery shopping, real-time feedback via SMS and out-bound-dialer and Improved Net Promoter Score (NPS) by 14% and 13% for Retail and Call Center channels respectively. - Implemented initiatives that improved employees engagement index by 24%, and exceeded market average index by 17%, and increased productivity by 19%. - Worked in a cross-functional team that developed a life cycle policy for processes and policies and introduced a centralized database for easy access. - Used customer insights from tele-surveys to influence products development and changes by analyzing the data and recommending actions that led to among others, changes in price and product offerings.

  • Vodacom Tanzania PLC

    - Reviewed and edited more than 1,000 seasonal promotion communications to customers where the promo exceeded revenue expectations by 36%. - Improved Call Center agents knowledge and skills through coaching. - Worked with Call Center Management to ensure all quality assurance expectations are met, through recommendations of improvement areas. - Ensured quality service is delivered to customers through evaluation of calls by listening to customer and agent interaction.

  • Erolink Limited

    - Listened, analyzed and resolved customers problems over the phone. - Improved customers experience through effective communication with customers, partners and colleagues and ensured all queries were efficiently handled and service quality and standards are maintained. - Ensured all unresolved queries are referred to the second line of support for resolution.

  • TK Media Company Limited

    - Worked as a journalist, created and edited content for news articles for two local newspapers where it brought awareness to the community on issues facing women and children in the society. - Worked as a website administrator, responsible in updating the company’s website, and responding to readers’ mails which increased readers engagement with the company.

Formations

  • MSc Business Administration

    Managing in a Global Context

    validée
  • BA in Business Studies

    Business Studies

    validée
  • Certificate

    Cross Cultural Communication and International Work

    validée
  • Diploma

    Journalism

    validée

Certifications

  • Circular Economy - Sustainable Materials Management

    Autorité de certification : Lund University, EIT RawMaterials, VITO, Geological Survey of Denmark and Greenland, National Technical University of Athens, Ghent University & Delft University of Technology