Shaun Nathaniel

About Shaun Nathaniel

Customer Operations leader with 15+ years scaling contact center and customer experience…

Experience

1. Head of Commercial

   Oxiliry

   Jan 2020 — Present

   As Head of Commercial: Create a structure for the culture of the organization and develop all the necessary support departments within (including Operations, HR, Training and Development, Business Development and Quality Assurance) Oversee all proposals and contracts for different clients and prospects Manage all client communication and ensure stakeholder management Conduct monthly progress meetings with clients via Zoom and Hangouts Train and develop leadership for Leadership Review QA forms, policies and procedures for different campaigns Define KPIs and ensure that goals were aligned with the vision of thecompany Creating and Managing the budgeting for the BPO division Generate different dashboards for performance evaluations Review and allocate resources based on the need and requirement of the campaigns/department Create and manage the budget for the BPO function

Education

• St. Mary's Academy

  A'Levels

  1992 — 2004

• National University of Modern Languages (NUML)

  Bachelors in Business Sciences

  2014 — 2016

• University of the Punjab

  Bachelor of Arts (B.A.), Journalism

  2007 — 2011

Skills

• Salesforce.com
• Financial Analysis
• Human Resources
• Market Research
• Training
• Global Client Management
• Industry Research
• Vendor Management
• Competitive Analysis
• Leadership Development
• Analytics
• Succession Planning
• Teamwork
• Team Management
• Data Analysis
• Product Management
• Management
• Operations Management
• Business Analysis
• Performance Management
• Crm
• Customer Relationship Management (Crm)
• Analysis
• Customer Retention
• Client Support
• Performance Appraisal
• Analytical Skills
• Team Leadership