Marc Carls Raphael

Oversaw a team of 50 employees.

Led all Postpaid and Corporate Care activities. Responsible of the end-to-end management of all complaints for the subscriber base. Implemented KPI’s measurement and performance improvement plan for the Escalation Teams.

• Definition and implementation of the marketing strategy
• Definition and implementation of business strategy
• Piloting the strategy and business development
• Performance monitoring and budgetary control
• Team Management

• Led a Customer Operations Team of 70 employees
• Support in GSS services managing the call center operations to ensure all SLAs are met.
• Organize weekly/monthly meetings with GSS to present operational KPIS; Response Rate, Service Level, volume of emails answered, quality report (respect of script).
• Coordinate with document delivery and fee collection services to ensure optimal service to applicants.
• Implement procedures and optimization of the IVR to reduce call volume.
• Undertake a performance evaluation of the assigned staff
• Establish performance parameters and gauge employees’ personal targets .Monitor the staff’s performance and coach them for any improvements.

• Achieves maximum sales profitability, growth and account penetration
• Establishes, develops and maintains business relationships with current customers and prospective
• Marc Carls Raphael - page 1 customers
• Makes telephone calls and in-person visits and presentations to existing and prospective customers
• Develops clear and effective written proposals/quotations for current and prospective customers .Analyzes the territory/market’s potential.

• Recruit quality staff members
• Define process and procedures to implement inbound and outbound campaigns
• Implement systems to enable floor supervisors to control the call center KPIs and manage agents in the most efficient manner
• Customer Retention Responsible

• Responsible for reducing the rate of churn
• Ensure that all client were contacted by phone and / or email to come renew their service
• Provide data for launch new promotions
• Provide clear explanations of the causes of non renewal

• Ensure that all customer representative are quickly and properly installed at the beginning of their shift to execute their tasks
• Ensure that customer representatives are adequately equipped to do their job (computer, phone, headset ...) .Support customer representatives in the performance of their duties, ensuring that operational and quality objectives are achieved .Work closely with program managers to ensure optimal use of resources are made .Monitor the daily performance of customer representatives, develop and implement appropriate action plans to realign the group's performance with the objectives etc..

• Answering product and service questions; suggesting information about other products and services .Resolves product or service problems by clarifying the customer's complaint; .Following up to ensure resolution of customers issue