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• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.