Moosa Ahmed Hoosen
Phone Work: +2712 3114923
Phone Home: +27126611786
Mobile: +27817102786
E-mail: hoosenma@telkom.co.za
Primary Business Address
Centurion
Pretoria
South Africa

Personal Statement
I am a very dedicated and diligent person. I always try to achieve the highest possible level of my employment. I set high standards for myself, thus motivating me to reach them. I am an honest and trustworthy person and have the utmost respect towards my employers and fellow employees.

I am computer literate and can work on any program. I have all round managerial experience, inspirational, very strong communication, administration, customer service and lending skills. Experienced traveler nationally and internationally, able to interact with people on all levels, be it business or social, very reliable, responsible, conscientious, innovative and extremely loyal to my company, superiors and staff, good speaking voice, very presentable in dress and overall appearance, total dedication to my work at all times, impeccable manners, physically fit, distinguished, love a challenge and never give up, nothing is impossible, great sense of humour, intelligent, not afraid to make a decision, certainly not boring, emphatic client care specialist, confident, lead by example, good public relations, very competitive in work and on the playing field, but a good loser.

Past 5 years’ Experience- Leading Continuous Improvement Initiatives
• 3 years in Lean Six Sigma service industry. Certified Six Sigma Black Belt, Certified Lean Manufacturing Black Belt, Aris process mapping, MS Visio Process mapping & experience in training & facilitating in classroom /on site.
• 2 years in Customer Experience Solutions intervention and implementation. The focus is on ensuring efficient customer experience feedback data management, root-cause diagnostics, solution intervention & implementation, ensure tracking of internal service delivery performance measures, alignment to customer service expectations; implementation of solutions to satisfy customer requirements; VOC analysis and strategy development; customer journey mapping, Customer experience change management training & facilitating in classroom /on site

Achievements:
• Developed training Modules for lean Six Sigma Green Belt, Classroom & boardroom training conducted successfully.
• Developed training Modules for Customer Promoter Plan and successfully conducted training on the Customer experience module.
• Introducing lean principles and the kaizen approach in Telkom Large , Medium & Small Business Sales back office (Complex Commercial) - Leading to increased productivity for sales teams as well as shortening the lead time to process orders in the back office hence improving KPIs in the Telkom upfront order processing for complex orders.
• Proposed recommendation to centralize functions for the Regional Operations Management Centers in the Cable Network Services division in Telkom using Lean Principles
• Identified key problem areas contributing to inefficient Bad Debt Provisioning in the Telkom Wholesale Markets using Lean waste principles
• Introduced lean principles and Kaizen approach in the Telkom Mobile Assurance Call Centers and back Office to increase flow in the fault handling process thus reducing customer downtime.
• Track, design and react to customer interactions by means of NPS surveys with Business Consultants & Account Managers to increase customer satisfaction, loyalty and advocacy.
• Analyse customer feedback determine root causes and implement countermeasures across the value chain.

Training, Facilitation & Coaching
• Certified Trainer /Facilitator. Training in Lean principles with a particular focus on key foundations of Lean.
• 2013 Co - designed a Lean Six Sigma Green Belt course for Telkom Operational and Tactical Management levels, conducted ’train the trainer’ sessions with our highly experienced Centre for Learning Facilitators to upscale the deployment of Lean Six Sigma to Telkom’s Operational and Tactical Leaders.
• 2013 designed a Lean Awareness training course for Telkom Field Force
• 2013 Facilitated Classroom Lean Awareness Training for Telkom’s field force
• 2014- Developed Customer Experience Training Material targeting operational levels, front line management & Senior Management.
• 2015 –2016 Conducted classroom training to +- 15 000 staff

Qualifications
• BCom. Honors degree in Management - University Of South Africa (UNISA)
• BCom degree in Marketing Management—University Of South Africa (UNISA)
• Management Advanced Programme (MAP) Diploma – University of Kwa Zulu Natal ( UKZN )
• Lean Six Sigma Black Belt - BMGI
• Disruptive Change Management Certification -TLC
• Train The Trainer Certification—BMGI
• Project Management Dip– Torque IT
• In Progress TEFL – I to I Tefl

Work History
1. Telkom SA 2013 to current
Role: Senior Specialist: Customer Experience
• Customer Experience Solutions intervention and implementation
2. Telkom SA 2010 —2013
Role: Specialist: Business Improvement Office
• Introducing Continuous Improvement Initiatives using Lean Six Sigma DMAIC frame to track & manage projects.
3. Telkom SA 1999 to 2010
Role: Ops Manager/Project Manager Cable Maintenance
Job Responsibilities:
• I manage thirty-one Exchange Areas in the North of Kwa Zulu Natal with a team of eleven Contract Representatives/ Project Coordinators and Optic fibre jointers
4. Telkom SA 1989 to 1999
Role: Technical Officer Cable Maintenance & Build, Telkom SOC
Job Responsibilities:
• Repairing of faults on the underground cable network, providing leads from the MDF to the DP for new installations upgrading the underground network and cable breaks

Conferences Attended
Sigma Conference—Sandton (- South Africa) 2010)
Process Excellence Conference (PEX) - Cape Town—2012