Customer Experience Manager
provis
مجموع سنوات الخبرة :16 years, 0 أشهر
1. Managing 7 real estate clients call centers (Property owners, Khidma Maintenance, Property managers, VIP Clients, retail, aldar education, Darna)
2. Responsible for 70 Agents, 4 TL, 2 Quality coach, 1 MIS and 1 trainer
3. Launched and leading 4 new call centers for Provis, achieved the launch successfully from planning to performing.
4. Achieved system automations through digital transformation of manual processes
5. Over achieved customer satisfaction and SLs YTD
6. Increased ROI by 30% through process improvement
7. Developed Jira/ Hybris SOPs for ticketing systems
1. Responsible for 3 call centers India, Jordan and Dubai
2. Handling total headcount of 60+ employees
3. Managing coordination and knowledge flow between the 3 call centers
4. Working with CEO with all critical escalations and DED cases end to end
5. Ensure all KPI’s are achieved along with a proper plan is set.
6. Process improvement and development to increase customer satisfaction
Tele performance DIBS, Ministry of Interior, Dubai, United Arab Emirates
1. Achieved ISO 18295 part 1 and part 2 certification for Ministry of Interior.
2. Achieved better business hierarchy for efficiency and execution.
3. Responsible for a total headcount 50 employees.
4. Over achieved call center KPI’s
5. Global Seven stars audit achievement for Ministry of Interior
1. Restructured business hierarchy to ensure efficiency.
2. Setup all Call Center KPI’s based on organizational vision and goals.
3. Responsible for Customer Service headcount.
4. Automating business processes to ensure efficiency and cost effectiveness.
5. Responsible for 30 agents with 2 supervisor, 1 quality coach and 1 assistant manager.
6. Ensure the development of strategic goals, plans, budgets and resources for the customer service function.
7. Integrated CRM system and working with responsible vendors along with IT team to ensure smooth deployment for the CRM software.
8. Choosing and create business proposals for the best structure for the customer service function.
1. Queue Manager with daily handling for 50 employees as the concurrent headcount.
2. Managing a team of more than 20 employees.
3. Develop team members through monthly coaching, the provision of on target feedback, counseling and recognition.
4. Responsible for Dubai Model Compliance within the operations and execute it.
5. Quality control and Compliance for onsite operation.
6. Top achiever for all KP'IS and getting a green score card.
7. Service Delivery Management for all KPIs along with Total quality management and training for employees.
1. Managing 3 supervisors in Care and 1 Supervisor in QC
2. Managing a total headcount of 30 Agents.
3. Handling 2 Million customers on social media.
4. Responsible for Care Email queue, Facebook and Instagram account for the page.
5. Achieving SL across all queues Email, Social Media and Quality Control.
6. Responsible for CRM Deployment.
7. Innovate and open customer engagement channels OMNI to increase customer satisfaction.
8. Prepare and automate new policies and procedures (SOPs) to improve efficiency.
1. Queue Manager with daily handling for 90 employees as the concurrent headcount.
2. Managing a team of more than 20 employees.
3. Develop team members through monthly coaching, the provision of on target feedback, counseling and recognition.
4. Responsible for Ireland Human Resources (Hiring, HR admin, transition period, candidate’s escalations and handling, HR SPOC).
5. Handling all HR escalations.
1. Act as a second line interface with customers of Vodafone Company’s worldwide, main purpose is to facilitate and provide a Vodafone global customer service standard.
2. Working as an escalation point for all departments in customer care.
3. Handling all types of inquiries (billing, technical, pay as you go, corporate, multi -national companies).
4. Handling colleague’s escalations.
•From June 2008 till November 2009 worked for Vodafone Australia and starting from November 2009 till Feb 2012 working in Vodafone UK
1. Own and manage the client relationship: resolving calls and emails efficiently.
2. Making outbound sales calls for our customers.
3. Work as part of a team to ensure offering world-class Customer Service at all times.
4. Do outbound telesales calls selling MBBs and overachieving the sales target.
B.Sc. in Business Management
