Customer Satisfaction & Support Expert
"Integrated Telecom Company ITC “Salam
Total years of experience :19 years, 8 Months
• Meet VIP Business customers & handle their issues ( technical & Financial)
• High track records in resolving and reducing customer complaints.
• Study the Business Customers requirements, compare them with the Customer SLA ( Service Level Agreement ) then provide the recommendations & delivery plans.
• Initiate alternative technical solutions to avoid the repeated faults.
• A member of digital transformation committee which responsible to change the internal system
• Handling CITC business complaints
• The point of Contact (POC) between ITC, MIM & MODON related to leads & Potential customers.
• Member of CITC requirements committee in ITC
• Monitor Sales Performance & Discuss it with the Regional Director in weekly bases.
• Acting as Lead Center Management.
• Acting Tele-Marketing Manager.
• Presentations & Reports.
Effectively supervised day-to-day front-end operations of a busy customer service department. Manage & interact with the potential & existing customers.
Proven track record in resolving and reducing customer complaints, meet customer service level agreements.
Manage the Department KPI’s, Monitor the team performance
Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.
Assisted customers in high difficult technical issues requiring a greater level of personalized care
Created, edited, and altered customer service strategies and procedures in agile manner to deliver a satisfying experience which will improve the company revenue & growth.
Second level of escalation of angry customers
The leader of Customer Self-Service Portal in ITC
The leader of Customer Notification Management project
Setup alternative process to achieve the goals.
Hired, trained, and mentored top customer service agents and front-end staff.
Meet technical Dept. management & discuss the issues to reduce the MTTR & improve the work.
Successfully implemented new tools software to maximize the benefits of technology to achieve excellent customer satisfaction levels.
Presentations & reports.
Team leader of 17 Staff
Call & negotiate with angry customers.
resolve the level-2 technical issues which is related to Customers.
Reduce the pending customer issues.
Create the department Benchmark
Setup a new unit under the department “ Business Care” to help Corporate customers
Redesign the IVR tree flow for more efficiency.
coach the team
Member of ITC legation to CITC
Solve, speed up the pending tickets to avoid the second call.
Support the team to achieve the customer satisfaction.
Handling the incoming emails / calls to achieve the target
Prepare the weekly report.
Prepare the monthly / yearly team performance, discuss it with the team to increase the productivity.
Discuss the technical issues with technical team to maintain the MTTR.
Prepare AOP
Negotiate with Suppliers & vendors
Communicate with Marketing agencies & follow-up the Marketing Ads.
Organize Orbit Events & Exhibitions in Saudi Arabia.
Collect & analyze the Ads impact.
Prepare & present the Marketing Presentations.
Branding Orbit Showrooms
Communicate with reporters in Most of Saudi Newspapers to announce Orbit News & distribute Orbit PRs.
Propose & Analyze Offers to improve the business
Branding Orbit events.
Negotiate & Study the marketing, Sponsorship deals and other related, then raise the feedback along with the concluded recommendations
Create a tool to enter the payment automatically which has generated accurate data & saved the time.
Create a tool to check & validate the services which has given to clients to avoid the errors for the company & get satisfied customer.
A team leader for analyzing the new local system in KSA “IBS”.
Preparing appraisals for the staff and communicating them.
Develop the internal procedures depending on the result of reports
Create a benchmark for customer service employees.
Analyze the call center data & submitted to the concerned dept. to action it
Follow-up the pending transaction
Propose several processes to improve the work & initiate a fruitful idea.
Analytical & develop ad-hoc reports as requested by senior management in short time.
Support the call center team by handling incoming calls.
Submit the daily, weekly, monthly and yearly reports in MS. Excel & MS. PowerPoint format.