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Talentcard van Russell Alexander

Russell Alexander

Service Manager, Change Manager, Operational Manager

Personalia

Leeftijd
59 jaar

Portfolio

Rijbewijs en talenkennis

Talen (spreken)
  • Engels
  • Nederlands
Talen (schrijven)
  • Engels
  • Nederlands
Rijbewijs
  • B - Personenauto

Dit ben ik

Mijn dromen en ambities

ik werk momenteel in de UK en reis heen en weer en wil liever gewoon terug in Nederland werken.

Wat breng ik mee?

Zo omschrijven anderen mij

Accomplished manager with more than ten years experience in telecommunications. I thrive in fast-paced dynamic teams, am strong in relationship building and adding value through successful interaction between technical, commercial and operational functions. I’m effective in culturally and geographically diverse environments whilst bringing a rational approach to project management and change control. Proactive, highly motivated, decisive and goal oriented. Have a hands-on approach and encourage team members to proactively and independently meet business objectives within allocated timeframes.

Mijn huidige situatie

Functie(s):
  • programmeur internet
Sector(en):
  • Marketing & Communicatie
Carrièreniveau:
  • Ervaren
Beschikbaar vanaf:
  • In overleg

Werkervaring

MDS
LIVE SERVICE NETWORK MIGRATION ANALYST:
October 2014 – Present

MDS is a leading provider of Cloud solutions for convergent real-time charging, billing and customer management. Offering managed service solutions support customers across Europe and North America.

Responsibilities

• Manage daily activities around Telecommunications Network migrations performing assurance checks around routines, audit and reporting.
• Analyse complex issues and provide clear feedback to the developers.
• Own and build upon the service relationship with customers working closely with the transition team.
• Accountable for all operational assurance checks to ensure that all relevant processes complete successfully.
• The resolution of customer incidents working closely with the developers assuring that any fixes are inline with customer expectations.
• Provide detailed status reports and operational updates via conference calls and email as well as by monthly service review meetings.
• Ensuring all work is of a high quality and in line with Service Level Agreements and or commercial agreement working within ITIL guidelines at all times.
• Analysing complex issues and work to resolution with customer/supplier counterparts.
• Using analytical tools worked towards automating and improving existing business processes and assurance reporting.
• Manage customer escalations to resolution.
Capernow AS
MANAGER BUSINESS DEVELOPMENT (Freelance):
December 2013 – October 2014

Capernow specialises in BSS/OSS for the telecommunication market with 70 employees with close to 30 customers in the Telco market in Germany, Italy, Poland, Sweden, Netherlands and Denmark.

Responsibilities

• Identifying potential prospects and get them on board. Present Capernow’s iTMS OSS/BSS platform to new prospects. Proposal creation, contract negotiation and closure of prospects into clients. Coordinate and follow-up with project managers to ensure a smooth system implementation.
ACN Europe BV
MANAGER CARRIER RELATIONS & OUTSOURCED OPERATIONS:
June 2009 – March 2013

ACN is a direct selling telecommunications company offering services to consumers and small businesses across Europe, North America, Asia and Pacific. ACN Europe has its headquarters in Amsterdam, Netherlands and has a product portfolio for 18 countries that includes Fixed Telephony (CPS & WLR), Mobile, VoIP, DSL and Energy.

Responsibilities

• Managing a monthly multimillion-euro spend across 18 European countries with over 50 vendors and service providers.
• Research of country specific providers/carriers and regulatory bodies across Europe for new products in existing and new markets.
• Monitor market and regulated rates across 18 countries and re-evaluate pricing on a regular basis for all services across all countries to ensure competitiveness.
• Monitor KPIs, ensuring that agreed SLAs are met and that any penalties are reimbursed as per contract.
• Ensure that all wholesale invoices reconcile in line with agreed wholesale pricing.
• Manage project delivery and prioritise issues so that milestones were achievable on schedule.
• Supported in-house call centre, back office and finance teams by resolving escalations, providing technical knowledge and assisting with training. Delivered management reporting and analysis via Business Objects and other reporting tools.
• Managed the relationship with outsourced partners and network operators for mobile, fixed-line, Broadband services as well as the MVNOs in Germany, Denmark, Sweden, Norway and the Netherlands. This covered the complete customer life-cycle, including SIM card fulfillment, provisioning, number portability, billing, customer services and collections.

Achievements

• Identified creative solutions to close complex and technical deals at a senior level (value up to 80M€/year,) and minimised costs to maximise profitability.
• Successfully managed business critical operations around a service provider bankruptcy ensuring business as usual whilst migrating network provider and service provider in Germany.
• Managed fixed and mobile customer migration projects in Sweden and Norway, including change of billing system, MVNE and MNO, SIM fulfillment and number portability


MANAGER OUTSOURCED OPERATIONS:
July 2007 – March 2013

Managing fixed-line telephony, mobile (MVNO) and DSL outsourced vendor operations in Germany, Switzerland, Denmark, Sweden, Norway and the Netherlands. Responsible for the complete customer life-cycle, including fulfilment, provisioning, number portability, billing, customer services, payments and collections. Supporting the in-house call centre, back office and AR teams in resolving escalations, and providing technical support and assisting with the resolution of operational issues where necessary.

Achievements

• Designed and implemented a new ticketing system that streamlined operational issues with our service providers to ensure performance targets were achieved and exceeded.
• Revamped operations by introducing a more structured approach to issue resolution with our 3rd party vendors so that customer satisfaction was maximised.
• Improved operational stability by working closely with the external Vendors to identify and resolve issues in a timely manner improving the customer experience.

TEAM LEADER SERVICE PROVISIONING:
July 2006 – July 2007

Managed a team of 14 who were responsible for the provisioning of all orders to external vendors/carriers via various file formats such as XML, CSV and web based interfaces for CPS, WLR, VoIP and DSL in 16 European countries. Managed network and system outages with third party vendors to resolution. Monitored KPIs and provided reports to senior management from order statistics to customer life cycle. Responsible for the managing and implementation of internal and external change requests and supported project management in the introduction of new services and products, as well as team management responsibilities such as performance appraisals, scheduling, interviewing new colleagues and training.

Achievements

• Improved order activation statistics with a 97% successful order completion rate.
• Achieved departmental targets with a team of 14 in 16 European countries.

SENIOR PROVISIONING ANALYST: ACN EUROPE PROVISIONING DEPARTMENT
May 2005 – June 2006

As well as backing up the Team Leader during absence and annual leave, I was responsible for the more complex technical issues that came up within the department. In this role I managed the technical training of new hires for our customer care centre to ensure that they understood the basic principles of mobile telephony networks and traditional fixed line services. Supported business analysts and project managers with requirements and specifications. Monitored the file transfer of data and escalated issues accordingly.

PROVISIONING ANALYST:
February 2004 – April 2005

The main objectives of this role were to successfully provision and monitor all orders and repair orders that were not successful, supporting customer care with any technical inquiries. Resolved issues within agreed SLAs, and provided updates around fault reporting and network outages.

Opleidingen

- Customer Excellence
- Train the Trainer
- Advanced Excel

Meer over mij

Zo besteed ik mijn vrije tijd

- physical fitness
- photography
- technology

Werkgebied

  • Amsterdam 25km
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