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
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
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
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
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
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.
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
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