Natalie Phillips

• Manage a hybrid team of resources, augmenting a managed service offering to customers and extending service management to targeted customers with the aim of revenue & NPS maximization, retention, service improvement and escalation management
• Create new revenue streams from existing processes/services and products
• Build & maintain pipeline, ensuring revenue conversion to deliver against KPI’s
• Manage Profit & Loss statement
• Business Review and insight decks monthly
• Own, build & scale reporting capability for NPS, operations and self service capability
• Drive expansion of self service capability for in support of our Digital Agenda
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Accomplished multiple tasks within established timeframes.
• Cross-trained existing employees to maximize team agility and performance.
• Developed and maintained relationships with customers and suppliers through account development.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Increased market share with strategic business development efforts, expanding into untapped markets.
• Streamlined project delivery processes, significantly reducing time to market for new product launches.
• Led cross-functional teams to achieve project goals, fostering collaboration and innovation.

• Manage strategic corporata Accounts, driving Vodafone’s Service Agenda across continents
• Manage and maintain fixed & mobile services (including capacity-based growth and routine contract renewals)
• Identify opportunities for margin maximization, service and business improvement
• Govern customer engagement, SLA, MSA, contractual KPI’s & NPS programs
• Institute corrective action by means of Service Improvement Projects and take steps to close business gaps
• Establish and maintain strong client & partner relationships, leveraging those relationships to ensure maximum financial return
• Enable sales revenue realization whilst ensuring retention, profitable growth and customer satisfaction (NPS)
• Escalation Management.
• Enhanced client satisfaction by implementing global service strategy and streamlining processes.
• Improved team efficiency by developing standardized operating procedures and performance metrics.
• Established strong relationships with key stakeholders, fostering collaboration across departments towards common goals.
• Championed the adoption of best practices throughout the organization by sharing knowledge gained from industry research.
• Increased customer retention, consistently delivering high-quality service across all regions.
• Coordinated with internal teams during new product launches to ensure seamless integration of support services for end users.
• Facilitated cross-functional collaboration between support teams, enabling quicker resolution times for complex issues.
• Conducted regular reviews of service delivery metrics, identifying areas for improvement and driving continuous process enhancement initiatives.
• Collaborated with sales teams to identify opportunities for upselling and cross-selling services, boosting revenue growth.
• Implemented robust incident management processes, reducing downtime and improving system reliability.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Defined clear targets and objectives and communicated to other team members.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Leveraged data and analytics to make informed decisions and drive business improvements.

• Manage strategic Corporate Accounts, driving Vodafone’s Service Agenda locally
• Manage and maintain fixed & mobile services (including capacity-based growth and routine contract renewals)
• Identify opportunities for margin maximization, service and business improvement
• Managed a team of service professionals to ensure timely and effective resolution of customer issues.
• Enhanced operational efficiency, adopting lean management principles across all service workflows.
• Championed a customer-centric approach to service delivery, fostering strong relationships with clients and consistently exceeding their expectations.
• Elevated customer service standards, implementing feedback loop that directly informed service improvement strategies.
• Govern customer engagement, SLA, MSA, contractual KPI’s & NPS programs
• Institute corrective action by means of Service Improvement Projects and take steps to close business gaps
• Establish and maintain strong client & partner relationships, leveraging those relationships to ensure maximum financial return
• Enable sales revenue realization whilst ensuring retention, profitable growth and customer satisfaction (NPS)
• Escalation Management.

• Lead pipeline delivery for the region: Coordinate a team of program managers, finance and reporting specialists in aid of revenue acceleration
• Revenue acceleration across the order management lifecycle responsible for tracking and expediting delivery of+ €60m in new business annually
• Executive Dashboard Reporting & Automation
• Actively reduce the Implementation timeframes year on year
• Responsible for improving the local customer on boarding processes
• Define and implement WIP tracking process
• Lead engagement into executive, sales and support teams.
• Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
• Maintained accurate records of project documentation including status reports, meeting minutes, resource tracking spreadsheets which aided future decision-making activities efficiently when required often.
• Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
• Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
• Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
• Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
• Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
• Optimized resource allocation by accurately forecasting workload demands based on historical data analysis and current trends.
• Championed change management initiatives by creating buy-in from stakeholders through clear communication of benefits and strategies, fostering a supportive environment for successful implementation outcomes.
• Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.

• Provide full support function in terms of Service level maintenance, customer experience, business process improvement and project management
• Define and document Vodacom service schedules i.e Service & Operational level Agreements
• Develop best practice frameworks that streamline governance
• Review and document processes: Mapping, analysing, implementation and communication of changes to business.
• Followed all company policies and procedures to deliver quality work.
• Implemented customer feedback system to inform product development.
• Led quality assurance efforts, maintaining high standards for all products and services.
• Restructured customer service process, ensuring quicker response times.
• Generated reports detailing findings and recommendations.
• Conducted regular reviews of operations and identified areas for improvement.
• Devised and implemented processes and procedures to streamline operations.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Helped meet changing demands by recommending improvements to business systems or procedures.

• Manage corporate budgets, suppliers and tender process
• Develop and implement Customer Experience model
• Co-ordinate Operational Projects
• Identify industry trends, opportunities and improvements with regards to Customer Experience
• Dashboard Reporting
• Assist with the development and implementation of the divisional strategy ensuring customer service differentiation
• Audit designated operational areas.
• Followed all company policies and procedures to deliver quality work.
• Championed the adoption of new software tools that streamlined workflows across multiple departments.
• Led quality assurance efforts, maintaining high standards for all products and services.
• Optimized inventory management, minimizing waste and reducing costs.
• Maintained database systems to track and analyze operational data.
• Developed effective improvement plans in alignment with goals and specifications.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Devised and implemented processes and procedures to streamline operations.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Provide training for the company owned stores nationally

• Responsible for the design, development and execution of training
• Facilitate and coordinate training as per the business requirements
• Ensure improved competence, knowledge and skills of all staff.
• Facilitated cross-functional collaboration within the organization by leading hands-on workshops and team-building exercises.
• Conducted regular assessments of trainee progress, providing constructive feedback and guidance as needed.
• Applied adult learning principles to create engaging instructional content that catered to various learner preferences.
• Contributed to talent development initiatives aimed at promoting internal growth opportunities for high-potential employees.
• Streamlined onboarding process, decreasing time-to-competency for new employees through focused training efforts.
• Assessed the effectiveness of existing training programs by tracking participant outcomes and gathering stakeholder feedback for continuous improvement efforts.
• Collaborated with management to identify training needs, aligning curriculum with organizational objectives.
• Enhanced operational efficiency by developing and implementing comprehensive training programs for new hires.
• Increased productivity with targeted training initiatives designed to improve key performance metrics.

• Tenant management
• Marketing for Vodacom world, broadsheets, billboards, radio ads etc
• Escalation Management
• Maintain relationships with suppliers, manufactures and managers of the outlets
• Centre management: Stores, Housekeeping, Escalations and Operations etc.

• Query and escalation resolution
• Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
• Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
• Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
• Participated in regular training sessions to enhance understanding of new products or services offered by the company.
• Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
• Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
• Manage the Switchboard, transferring calls to the various departments.