Director of Operations & Customer Experience
Wysada
مجموع سنوات الخبرة :24 years, 6 أشهر
• Responsible for all functions of the Customer Care Department.
• Reporting directly to the Co-Founders and Chairman.
• Setting and reviewing Customer Care's processes, policies and procedures.
• Maintaining a high-quality standard for all customer care operations, and monitoring quality assurance for all the department's activities and outputs.
KULACOM-Jordan 2010-Present
Position: Customer Service & Human Resources Director
In addition to my responsibilities as Director of Customer Service I was asked in 2010 to take over all Human Resources responsibilities on an interim basis until the position could be fulfilled.
Responsibilities:
• Guiding and managing the overall provision of Human Resources services,
policies, and programs for the entire company.
• Recruiting and staffing.
• Organizational and space planning.
• Performance management and improvement systems.
• Organization development.
• Employment and compliance to regulatory concerns.
• Employee orientation, development, and training.
• Policy development and documentation.
• Employee relations.
• Company-wide committee facilitation.
• Company employee and community communication.
• Compensation and benefits administration.
• Employee safety, welfare, wellness and health.
• Employee services and counseling
• Directing administration, including reception, facility security and upkeep in addition to space planning.
KULACOM-Jordan 2008-2010
Position: Customer Service Manager
Responsibilities:
• Define customer services department structure into Call Center, Credit
Control, Back Office, and Customer Technical Support.
• Define Customer Services department requirements in terms of resources,
Budget, systems, processes, procedures, and workstations.
• Define Billing system solution (BCRM) and requirements.
• Define Call Center solution and requirements.
• Define IP phone system requirements.
• Define IVR system requirements.
• Define call recording system requirements.
• Define customers' complaints handling system (ticketing)
• Define CTI system requirements.
• Define Archiving system requirements.
• Define Intranet requirements.
• Define Self-Customer Care solution requirements.
• Define business continuity and system failure plan.
• Develop list of potential vendors for related systems.
• Create call center RFP.
• Send call center RFP to potential vendors.
• Receive vendor response.
• Develop and specify solution evaluation criteria.
• Evaluate vendor responses against criteria.
• Issue purchase order.
• Install and test, accept solutions.
• Create CSR job description, including skills, education, and experience
requirements.
• Collect CVs and create candidate short list.
• Schedule and conduct candidate interviews.
• Conduct employee induction.
• Define employees training requirements.
• Develop employees training materials in coordination with HR.
• Create employees training plan.
• Execute employees training plan.
• Create a work plan and guidelines for customer services team leaders.
• Define HR committee and BSC objectives.
• Define customer services floor setup including cabling management and workstations.
Lasilkee Virtual Connexion- Jordan 2006-2007
Position: Customer Service & Call Center Manager
Responsibilities:
As one of the first members of the team in the operations department in this start up company; my initial responsibilities were not limited in its scope but were
rather comprehensive duties covering a wide area of specialized fields within the department. It can be briefed as follows:
Pre-launch:
• Define customer service processes and procedures.
• Define customer's registration, sign up, activation, installation, and modifications in coordination with QA department.
• Define Customer service Center solutions and requirements.
• Define Call Center solution and requirements.
• Define IP phone system requirements.
• Define IVR system requirements.
• Define call recording system requirements.
• Define customers' complaints handling system (ticketing)
• Define system failure plan.
• Develop list of potential vendors for related systems.
• Create call center RFP.
• Send call center RFP to potential vendors.
• Receive vendor response.
• Develop and specify solution evaluation criteria.
• Evaluate vendor responses against criteria.
• Issue purchase order.
• Install and test solutions.
• Accept solution.
• Identify call center staff
• Create CSR job description, including skills, education, and experience
requirements.
• Collect CVs and create candidate short list.
• Schedule and conduct candidate interviews.
• Conduct employee induction.
• Define employees training requirements.
• Develop employees training materials in coordination with HR.
• Create employees training plan.
• Execute employees training plan.
• Develop CRM applications & multi channel customer interface.
• Define the agent workstation & desktop requirements.
Zain (MTC-Vodafone) - Bahrain 2003- 2005
Position: Customer Service Help Desk Supervisor
Responsibilities:
I was part of the initial team in the start-up operation of MTC-Vodafone
Bahrain.
As one of the first members of the team in the operations department;
my initial responsibilities was not limited in its scope but rather
covered a wide area of tasks as it would be the case in any newly
established mobile operator; but can be abstracted as follows:
Pre-launch:
I was part of a small dynamic team (nucleus) preparing the call
center/CS help desk for launch and expansion performing the following
tasks: • Designing and developing helpdesk processes and procedures.
• Identifying helpdesk staff.
• Analyzing complaints handling system in terms of features,
categories, KPI's, user groups, escalation, notification, and reports.
• Analyze the integration between the complaint handling system and the billing one.
• Providing the IT department with requirements and specifications to enhance systems and applications used to
implement helpdesk activities.
• Categorizing all types of customer's complaints, service request and inquiries and predefine it in the complaint handling system.
• Define user's access privileges on the billing system and other
solutions used in the helpdesk.
• Define the workflow of trouble tickets within the organization
starting from the first point of contact till case is solved.
• Initiate and develop the first version of MTC invoices, Customer
contracts, and other forms layout.
• Analyze types of calls handled in the helpdesk and accordingly
design a script for each.
• Define parameters for call evaluation based on used scripts and predefine it in the calls monitoring system.
• Identify intranet requirements for call center and helpdesk.
• Identify reporting requirements for the helpdesk activities.
• Train helpdesk staff on newly implemented systems.
• Running out simulation sessions to test new systems and solutions in alliance with helpdesk processes and procedures.
Post Launch:
• Headed and lead the help desk operations and a staff of (15)
employees for the first 2 years of operation.
• Increased the efficiency of employees by designing and proposing performance - based incentive schemes.
• Divided tasks appropriately within my team to ensure the highest output of the department to match our response targets
set by higher management.
• Provided the team with guidelines to handle difficult and challenging customer complaints and to complete cases that
requires further investigation and processing.
• Coordinated with other departments for knowledge transfer
sessions to enhance the helpdesk officers' efficiency.
• Worked with customer service manager, other team members, and other departments on developing and setting new policies and procedures.
• Supervised all activities and transactions related to Helpdesk
processes and procedures.
• Monitored the performance of the Helpdesk officers and ensured
that proper behavior and conformance with policies and procedures are maintained within the team at all times.
• Supervised the actual work flow within the helpdesk area.
• Ensured that all the necessary information and updates are
provided and accessible to all of my team members at all times.
• Supervised and monitored the interaction between helpdesk
team and other departments.
• Made decisions within my monetary grant of authority to resolve customer issues and complaint.
• Worked with the training department to train newly recruited
employees and preparing the necessary training materials for them.
• Worked with other team leaders on supervising the processes of testing new systems and solutions.
• Handling the helpdesk warehouse in terms of orders,
reconciliation, discrepancies, and items allocation per helpdesk
officer in coordination with the Finance department.
• Handling the helpdesk payments and deposit transactions in terms of end of day cash collection and reconciliation in
coordination with the finance department.
• Quality check for customer related calls and trouble tickets
handled by helpdesk officers and other departments.
• Overall I Supervised the helpdesk staff in the following areas: • Attendance
• Follow up on cases
• Training,
• Motivation and rewarding
• Appraisal
• Career Development
• Provided necessary coaching as appropriate.
Zain (Fast link) - Jordan 1999- 2002
Position: Customer Service Representative
Responsibilities:
• As the new mantra of being customer oriented was newly introduced to the
Jordanian customers; along with competition in the telecommunications
market, I was of the first teams to receive the necessary training to be actually
reflected in our interaction with Fastlink's customers.
• In the first few prosperous years of Fastlink. The company thrived on its
customer service team as one of its main pillars of facing competition. I was
part of that team. We used available systems and softwares such as RSS,
Billing systems to implement customers' adjustments and transactions.
• Updated customers with accurate information regarding services, promotions, and products.
• Provided customer oriented service to all types of customers.
• Reaching to proper settlements with customers (Credit notes, postdated
checks, transfer accounts, releasing deposits)
• Follow-up on customer issues efficiently with other related departments (Help
desk, finance, credit Control)
• Payment processing and collection (cash, checks, credit cards)
Arab Life & Accident Insurance Co. - Amman 1996- 1998
Position: Sales & Customer Service Representative
Responsibilities:
• Issuing insurance policies, handling invoicing, and other functions related to insurance transactions.
• Customer relations management
• Corporate accounts in Sales, follow-up, collection, quality problem solving.
University Of Jordan - Amman 1990-1994 • B.A. English Literature and Political Science. • Curriculum: Linguistics, Translation, Research, Transformational Grammar and History of English Literature.