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على حبيب, Customer Engagement Manager

على حبيب

Customer Engagement Manager·ABYAT

الكويت

دبلوم, maintenance and network

الخبرة العملية

مجموع سنوات الخبرة: 17 سنوات, 7 أشهر

Customer Engagement Manager

أغسطس 2023 - أبريل 2026

ABYAT

الكويت، الكويت

أغسطس 2023 - أبريل 2026

• Lead customer engagement operations across multiple business units, including Kuwait
and KSA call centers, outbound surveys, telesales, and social media support channels.
• Oversee inbound contact center operations, ensuring service quality, KPI achievement,
and consistent customer experience across all communication channels.
• Manage outbound activities including CSAT, NPS, sales follow-up, and service-quality
surveys to measure performance and identify improvement opportunities.
• Lead TeleSales operations, driving call-based sales conversions, proactive customer
engagement, and revenue growth across Kuwait and KSA.
• Lead and develop the Screening Team, responsible for area data collection and
qualification of potential customers for telesales conversion (lead generation).
• Monitor OMNI partial issues, coordinating with e-commerce, logistics, and IT
departments to ensure smooth customer journeys and prompt recovery for incomplete
or delayed orders.
• Develop dashboards and performance reports tracking call volume, SLA adherence,
conversion rates, and overall engagement effectiveness.
• Conduct regular business reviews with leadership to present results, insights, and
strategic recommendations for continuous improvement.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Customer Center Manager

أبريل 2022 - أغسطس 2023

ABYAT

الكويت، الكويت

أبريل 2022 - أغسطس 2023

• Lead the Customer Complaints operations, ensuring all customer issues are resolved
within the planned recovery dates committed to customers.
• Manage end-to-end complaint handling, follow up with responsible departments, and
verify that corrective actions and resolutions are fully implemented.
• Ensure customer satisfaction and commitment to promised appointments, ensuring
reliability, transparency, and trust in every interaction.
• Developed multiple interactive dashboards to monitor complaint SLAs, resolution
timelines, team productivity, and departmental performance.
• Analyze complaint trends and root causes to identify recurring operational issues and
coordinate preventive measures across departments.
• Collaborate closely with logistics, sales, supply chain, maintenance, and after-sales
teams to accelerate recovery actions and maintain service consistency.
• Conduct regular review meetings with department heads and managers to track SLA
compliance, response times, and resolution quality.
• Introduced performance and recovery reports that improved accountability and cross
functional coordination.
• Recognized for enhancing customer trust, improving response accuracy, and reducing
complaint recurrence through proactive management.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
المبيعات

Loss Prevention Specialist

أغسطس 2020 - أبريل 2022

ABYAT

الكويت، الكويت

أغسطس 2020 - أبريل 2022

• Analyzed all damaged, defective, and high-risk articles across ABYAT branches to
identify root causes, responsible parties, and preventive actions.
• Performed detailed investigations into product damage patterns and operational
handling issues, ensuring accountability and transparency across departments.
• Collaborated with trading department to claim recovery amounts from suppliers for
defective or non-compliant items.
• Created analytical reports highlighting defect trends, product risk categories, and
financial impact to guide management decisions.
• Supported the maintenance and after-sales teams by managing the reuse of parts for
repairs and replacements, reducing material waste.
• Monitored replacement orders and spare-part usage to control costs and maintain
operational efficiency across all branches.
• Partnered with warehouse, logistics, and store operations to strengthen handling
procedures and minimize future losses.
• Proposed workflow improvements that enhanced product handling and storage
practices.
• Delivered regular presentations to management summarizing key findings.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
السلامة والصحة المهنية

Operational Excellence Team Leader

يونيو 2018 - أغسطس 2020

ABYAT

الكويت، الكويت

يونيو 2018 - أغسطس 2020

• Spearheaded the development of ABYATs new Failed Service Ticketing system,
enabling full visibility of root causes, responsible departments, and resolution
timelines.
• Designed and implemented interactive Tableau dashboards to monitor productivity,
performance, and issue trends across all operational departments.
• Provided actionable insights to executive leadership — presenting weekly reports and
performance analyses to the CEO, Chairman, and Heads of Departments to drive data
informed decisions.
• Collaborated with IT, logistics, Sales, and customer service teams to ensure seamless
system integration and accurate data flow between platforms.
• Led process reviews to identify inefficiencies and implemented workflow improvements
that enhanced response times and accountability.
• Created and launched a new maintenance Ticketing system and call request ticketing
system, improving internal coordination and reducing customer waiting times.
• Standardized performance measurement frameworks for service recovery and SLA
adherence.
• Oversaw cross-department collaboration initiatives to align operational KPIs with
customer experience and business objectives.
• Trained department representatives on dashboard usage, complaint categorization, and
data accuracy to ensure sustainable adoption.
• Recognized by executive management for delivering measurable operational
improvements, transparency, and strategic impact across the organization.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
المحاسبة والتدقيق

Complaint Center Officer

ديسمبر 2014 - يونيو 2018

ABYAT

الكويت، الكويت

ديسمبر 2014 - يونيو 2018

• Managed complex customer complaints and escalations across multiple channels,
ensuring fair, timely, and data-driven resolutions.
• Acted between customers and internal departments (logistics, Sales, Supply Chain and
after-sales) to identify root causes and resolve issues effectively.
• Prepared detailed reports summarizing complaint trends, product/service issues, and
customer sentiment insights.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Contact Center Officer

يونيو 2012 - ديسمبر 2014

ABYAT

الكويت، الكويت

يونيو 2012 - ديسمبر 2014

• Handled inbound and outbound customer interactions with a focus on service quality
and customer satisfaction.
• Provided accurate information on orders, delivery status, products, and promotions,
ensuring a seamless customer experience across touchpoints.
• Monitored call quality and documented all customer interactions in CRM systems to
maintain detailed, accurate records.
• Collaborated with logistics, sales, and warehouse teams to resolve escalations and
ensure timely delivery and order accuracy.
• Supported the development of FAQs, knowledge base materials, and process guides to
reduce handling time and improve consistency.
• Assisted in workforce planning, scheduling, and monitoring queue performance to
ensure service level targets were met.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Operation Team Leader

يونيو 2011 - يونيو 2012

Kuwait Concierge

الكويت، الكويت

يونيو 2011 - يونيو 2012

• Oversaw daily operations for concierge and lifestyle services, ensuring timely delivery
of premium assistance to corporate and VIP clients.
• Led a multidisciplinary team handling travel coordination, reservations, logistics, and
client support, maintaining a high level of service consistency and client satisfaction.
• Managed operational workflows, staff scheduling, and task assignments to balance
workload and maximize productivity.
• Designed and implemented workflow improvements that enhanced efficiency, reduced
costs, and strengthened overall service quality.
• Collaborated closely with management to develop KPIs and reporting dashboards that
tracked team performance and service outcomes.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
الإدارة

Call Center Team Leader

يناير 2011 - يونيو 2011

Kuwait Concierge

الكويت، الكويت

يناير 2011 - يونيو 2011

• Led a team of call center representatives handling inbound and outbound customer
requests for concierge and lifestyle services.
• Supervised daily operations, ensuring service targets, quality standards, and client SLAs
were consistently achieved.
• Monitored key performance indicators (AHT, CSAT, FCR, SLA compliance) and
implemented improvement plans to enhance team efficiency.
• Conducted regular coaching, side-by-side monitoring, and feedback sessions to develop
staff communication and problem-solving skills.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Call Center Representative

أبريل 2010 - يناير 2011

STC

الكويت، الكويت

أبريل 2010 - يناير 2011

• Handled high-volume inbound and outbound calls, delivering professional customer
support across billing, service activation, and technical inquiries.
• Resolved customer issues efficiently while maintaining high satisfaction scores and
adherence to quality and compliance standards.
• Performed data entry and case documentation in CRM systems, ensuring accuracy and
timely follow-up on customer requests.
• Supported service campaigns and promotional initiatives to increase customer
engagement and retention.

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Station Officer

أغسطس 2008 - يناير 2010

Mahan Air

حولي، الكويت

أغسطس 2008 - يناير 2010

• Oversaw day-to-day flight operations, ground handling, and passenger service
coordination for inbound and outbound flights.
• Acted as the on-site Station Manager, supervising airline representatives, service
agents, and ground staff to ensure operational efficiency and compliance with aviation
standards.
• Managed coordination between departments (operations, check-in, ramp, baggage, and
security) to maintain on-time performance and service quality.
• Conducted real-time problem-solving during flight disruptions, ensuring minimal
impact on passengers and operations.
• Handled VIP and VVIP passengers with professionalism, ensuring smooth travel
experience.

مجال الشركة:
شركات الطيران
الدور الوظيفي:
السلامة والصحة المهنية

التعليم

High Studies Institute

أكتوبر 2008

أكتوبر 2008

دبلوم، maintenance and network

الكويت

Skills

LOSS PREVENTION
Expert
LOSS PREVENTION
Expert
Data Analysis
Expert
Data Analysis
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
CUSTOMER ENGAGEMENT
Expert
CUSTOMER ENGAGEMENT
Expert
DATA DRIVEN DECISION MAKING
Expert
DATA DRIVEN DECISION MAKING
Expert
OPERATIONS
Expert
OPERATIONS
Expert
Tableau
Intermediate
Tableau
Intermediate
OPERATIONAL EFFICIENCY
Expert
OPERATIONAL EFFICIENCY
Expert
Microsoft Office
Expert
Microsoft Office
Expert
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Expert
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Expert
LEADERSHIP
Expert
LEADERSHIP
Expert
Management
Expert
Management
Expert
Project Management
Intermediate
Project Management
Intermediate
Business Development
Expert
Business Development
Expert
Sales
Intermediate
Sales
Intermediate
Administration
Expert
Administration
Expert

اللغات

العربية

اللغة الأم

الانجليزية

متمرّس