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×Lionel N Shunmugam
Lionel, as he prefers to be called, is a seasoned Telecommunications CRM / Service Management professional / executive with expat experience & over 25 years in the Telco field which has exposed him to the full spectrum of the ITC business.
* This South African national of Indian descent is currently in the market for a new business & career challenge opportunity.
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Show profile Hide profile* An excellent communications practitioner in both formal and informal environments with a high level of understanding of Telco's fixed & mobile operations and communication networks , in both internal and external structures, including the provisioning and assurance environments with proven ability for CRM policy / procedure formulation and implementation while exceeding customer expectations in supporting different value chains.
* He has managed high revenue customer bases in South Africa and Nigeria, incl. of, but not limited to Wholesale, Retail MCO's, ISP's, Banking Industry, Government, Oil and Gas, SPOIL's, Large Enterprise and SMME as per negotiated SLA's.
* Lionel has proven ability to enhance revenue and attract and retain high profile clients and has successfully launched new non-voice CRM sectors in established ITC businesses and foreign start up subsidiaries from both a technology and H/R perspective to enhance revenue, and organisational effectiveness.
* His last 3 positions have been as the Head of CRM / Service Management at Globacom, Nigeria, Executive of CRM / Service Management at Multi-links Telkom, also in Nigeria, which was a foreign subsidiary of Telkom South Africa & Regional Manager at Telkom Wholesale Service Management in South Africa.
* Lionel has proven ability to actively detect and resolve assurance and delivery issues while managing Customer Trend Analysis, Churn Management and Quality Assurance and Service Delivery within Service Level Agreements, with effective results to the Customer Interaction Strategy and Resources in these sectors.
* His qualifications are from re-known South African institutions of higher learning, incl of, a management qualification from the University of Stellenbosch, a technology business qualification from the University of Rhodes & numerous technical / management training courses from the Department of Post & Telecommunications in South Africa / Telkom SA.
* On the opposite side of the spectrum, Lionel has served in executive leadership in a COSATU affiliated union at national level in South Africa which has a very highly unionised work environment and labour force.
* Lionel has exceeded all negotiated yearly performance targets in portfolios held since 1998 and would be an asset to any organisation that he represents or team he is part of.
* An excellent communications practitioner in both formal and informal environments with a high level of understanding of Telco's fixed & mobile operations and communication networks , in both internal and external structures, including the provisioning and assurance environments with proven ability for CRM policy / procedure formulation and implementation while exceeding customer expectations in supporting different value chains.
* He has managed high revenue customer bases in South Africa and Nigeria, incl. of, but not limited to Wholesale, Retail MCO's, ISP's, Banking Industry, Government, Oil and Gas, SPOIL's, Large Enterprise and SMME as per negotiated SLA's.
* Lionel has proven ability to enhance revenue and attract and retain high profile clients and has successfully launched new non-voice CRM sectors in established ITC businesses and foreign start up subsidiaries from both a technology and H/R perspective to enhance revenue, and organisational effectiveness.
* His last 3 positions have been as the Head of CRM / Service Management at Globacom, Nigeria, Executive of CRM / Service Management at Multi-links Telkom, also in Nigeria, which was a foreign subsidiary of Telkom South Africa & Regional Manager at Telkom Wholesale Service Management in South Africa.
* Lionel has proven ability to actively detect and resolve assurance and delivery issues while managing Customer Trend Analysis, Churn Management and Quality Assurance and Service Delivery within Service Level Agreements, with effective results to the Customer Interaction Strategy and Resources in these sectors.
* His qualifications are from re-known South African institutions of higher learning, incl of, a management qualification from the University of Stellenbosch, a technology business qualification from the University of Rhodes & numerous technical / management training courses from the Department of Post & Telecommunications in South Africa / Telkom SA.
* On the opposite side of the spectrum, Lionel has served in executive leadership in a COSATU affiliated union at national level in South Africa which has a very highly unionised work environment and labour force.
* Lionel has exceeded all negotiated yearly performance targets in portfolios held since 1998 and would be an asset to any organisation that he represents or team he is part of.
