La Begum De Shalima Petit
Manager
Curepipe,Plaine Wilhems
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Skilled in adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Change Manager
Accenture Technologies
Ebene, Mauritius
08.2022 - Current
- Evaluate IT changes requests for the customer
- Ensures the application of process for a safe implementation without affecting service continuity
- Risk assessment
- Ensures the availability of resources (human and tool)
- Stats and reporting
- Animate CAB meeting
- Backup Transition team and development of new services.
Operations Manager
Orange Business Services Ltd
Ebene, Mauritius
03.2020 - 07.2022
- Leadership of 28 people + 3 Experts
- Continuous innovation, methodology, improvement, and capacity planning for an enhanced customer retention
- Enhance team spirit and morale through individual and collective animated meetings, rewards, and recognition
- Discover and stimulate hidden potentials of individuals
- Cascade company strategy and ensure comprehension of same
- Coaching staff towards individual goals and career opportunities
- Delegate tasks to create importance and collectiveness
- Animate and facilitate Agile workshops.
Billing Specialist
Orange Business Services Ltd
Ebene, Mauritius
09.2017 - 03.2020
- Manage French Customer portfolio for fixed telephone line: contracts, billings & subscription rates
- Animate and facilitate internal and external customer meeting for contract agreements and other proposals.
- Handling of customer telephone calls and provide with first level assistance on bills.
- Set meeting with customer to discuss new price options for contract renewal.
- Set up of new contract details in the system
- Calculate any credit and refund process for customers.
Sourcing Analyst
Orange Business Services Ltd
Ebene, Mauritius
07.2010 - 09.2017
- Procurement for international branches
- Validation of Purchase requisites.
- Fetching of information for Data Entry in Oracle Database.
- Be up to date with ISO standards to ensure customer data privacy
Customer Technical Support/ Shift Leader
Orange Business Services Ltd
Ebene, Mauritius
05.2008 - 07.2010
- Recognize and evaluate customer technical issues upon first telephone call.
- First level trouble shooting. Creating tickets for follow up on customer issues with It team.
- Follow up with It team and provide feedback to customer.
- Receive escalations from customer and then escalate IT team if a timely solution is not provided.
- Manage and coaching a team of 7 people during night shifts.
Customer Service Agent
Network Plus Ltd.
Ebene, Mauritius
02.2004 - 08.2006
- Managed incoming telephone calls
- Managed Customer query and complaint
- Made outgoing calls to customers to gauge customer satisfaction
- Prepare daily reports of activities in the department.
Education
Bachelor of Business Management & Leadership. -
Charles Telfair Campus
Moka, MauritiusSkills
- Leadership
- Customer oriented
- Time management
- Team spirit
- People Skills
- Communication
- Analytical & Inquisitive
- Initiative-taking & Reactive
- Coaching
Certification
- Customer relationship Building - Economic &Management Services Ltd
- Defining Customer Services Skills Workshop - International Development Partners
- ITIL Lean Sigma Overview - Orange Business Services
- Microsoft office 2000 - NIIT
Languages
Mauritian Creole
Native language
English
Proficient
C2
French
Proficient
C2
Timeline
Change Manager
Accenture Technologies
08.2022 - Current
Operations Manager
Orange Business Services Ltd
03.2020 - 07.2022
Billing Specialist
Orange Business Services Ltd
09.2017 - 03.2020
Sourcing Analyst
Orange Business Services Ltd
07.2010 - 09.2017
Customer Technical Support/ Shift Leader
Orange Business Services Ltd
05.2008 - 07.2010
Customer Service Agent
Network Plus Ltd.
02.2004 - 08.2006
Bachelor of Business Management & Leadership. -
Charles Telfair Campus