Majid Kaisrani

•Supervising a team of 35 supervisors and agents
•Handling critical cases related to the Ministry of Commerce and Industry (MCI)
•Ensuring correct processes are being followed and cases escalated to the correct stakeholders
•Maintaining and increasing KPIs to meet company standards.
•Conducting daily analysis of operations to identify bottlenecks and improvement areas.
•Improving the IVR system and service automation using RPA.
•Handling external vendors KPI, invoicing, and negotiating contracts.

Leading a team of 80+ Team Leaders, Captains, and champions.

Set new policies and procedures for transaction, projects, and organizational development.
Initiate and coordinate goals, deadlines, and projects for the department.
Monitor and procure needed office supplies, mail room, kitchen.
Planning, scheduling, promoting company events, meetings, interviews.
Assist HR with recruiting when necessary.
Support employees communications with the CEO.
Overseeing all government procedures and staying upto date with changes in regulations.
Facility management and administration
General C-Level Office Management for CEO, VPs, and Executives.

Elevated Service Center satisfaction score from 3.0 to 4.1 (out of 5)
Improved repair quality from 45% in 12/2018, to 91% in 12/2019
Improved Net performer score from 25% to 65%
Recruited and trained new staff
Renovated the service center to accommodate more staff and increase store room capacity
Conducted Data Analytics using Excel and Tableau

Company Profile:
• Rocco Forte is a group of luxury hotels and resorts in Europe. Assila Hotel is the group’s first hotel in Saudi Arabia. The 5-star hotel was launched in November 2016.

Highlights:
• Participated in preparing the Front Office department for the soft launch of the hotel by training staff through programs like 7 Habits of Highly Effective People, Conflict Resolution and Situational Leadership and ensuring availability of required consumables.

Key Responsibilities:
Part of the pre-opening team
Supervised Front of House staff of 15 per shift on service standards in accordance to hotel requirements
Provided soft training on Problem Resolution, 7 Habits
Trained new staff including call center, reception, concierge, supervisor, night manager, assistant FOM
Provided data analysis on operations reports for every morning meeting

Organizational Profile:
• KAUST is graduate research university for science and technology in Saudi Arabia

Highlights:
• Based in the Library
• Assisted the Library Director in restructuring the department’s organization chart, revised job descriptions (JD) of employees and created JDs for new positions.
• Revamped the business continuity plan with the support of the University Archivist and Auditing team.

Key Responsibilities:
A mixture of responsibilities both Customer Service and as Executive Assistant to the Library Director
Part of the pre-opening team
Prepared the Manuals and SOP for service, late fees, and book check-in/out processes
Handled annual budget, Calendar, travel arrangements, expense reports, vendor management, secretarial.
Ran the procurements, preventative maintenance contracts of the Print Center
Supervised office supplies, and HVAC and other building facilities and ensured timely repair and maintenance
Project management reports, Gantt charts, tracking dashboard spreadsheets

Company Profile:
• Bupa Arabia is one of the largest health insurers in Saudi Arabia

Highlights:
• Received official commendations in performance evaluations for key qualities like initiative, enthusiasm, tenacity, persuasiveness, dependability and intense customer focus.
• Revamped the company’s program for on-boarding new employees by incorporating an orientation module.
• Contributed to Bupa Arabia achieving the highest customer service ratings for a health insurance company in KSA
• Gained enhanced skills in customer service and improved customer service and productivity by completing voluntary training programs.
• Joined as a Customer Service Agent and earned promotion due to excellent skills in Microsoft Excel and then to Communications Specialist due to project management and English communication skills.

Key Responsibilities:
Managed internal communications within Bupa Arabia as well as external communications with Bupa International UK and Bupa Sanitas Spain.
Coordinated with Bupa International on behalf of Bupa Arabia to ensure alignment of campaigns to promote health insurance policies with the overall corporate vision of Bupa globally.
Consistently completed a high-volume workload within prescribed timelines assuring high quality of all deliverables achieving KPI metrics related to speed, volume and first-call-resolution.
Managed customer relations ensuring resolution of all queries, requests and issues on the first call engendering customer satisfaction and loyalty.
Dealt with and resolved the most difficult calls with courtesy and efficiency leveraging communication, listening and problem solving skills.
Trained new and experienced employees as one of the primary mentors/trainers and established reputation as the lead go-to person for dealing with complex challenging calls.