![أمين Ghazi, Customer Experience Manager [UAE & Qatar]](http://secure.b8cdn.com/images/uploads/user_photos/73/17023573_20200628053141.jpg)
Customer Experience Manager [UAE & Qatar]
Uber
مجموع سنوات الخبرة :10 years, 10 أشهر
Leading a multi modal team comprising of text, phone and in-person CSR agents in the UAE & Qatar to deliver best in class customer service & continued to drive product launches and data gathering as the execution arm of the operations teams while adding enhancements and newer reporting dashboards.
Created and implemented MENA wide projects to improve customer experience and reduce negative customer experience interactions.
- Created and owned dashboards and tracking tools to monitor, report and enhance MENA WFH productivity for all 90 CSR agents
- Increase in MENA CSR agents team by 15% through interviewing & hiring
- Conducted root cause analysis and provided remedial actions for top 4 issue types as part of the MENA CX projects team.
- Expanded UberEats rider base by 250% including training & onboarding
- Led pre-launch testing of four new products in the UAE (3) & Qatar (1)
- Updated UAE & Qatar SLA’s and CSR content in conjecture with content team.
- Near perfect Customer satisfaction (97%) & Expert Helpfulness (98%) scores.
- Implemented and led a training program with 1:1 coaching sessions that drove the near perfect scores
- Creator & Editor-in-chief of the MENA Greenlight Newsletter, providing Customer Experience insights & highlights from across the region
- Worked with senior management to ensure Greenlight locations remained within budget scope
Co-teaching and providing learning opportunities for students individually and in small groups, ensuring student engagement and assessing students
- Designed and implemented lesson plans that met inquiry based learning standards
- Ensured special needs students got the right mix of pastoral & academic support
Spearheaded full business operations and drove financial performance and P&L for AED 5M contracting business. Developed and implemented strategic plans, multi-year budgets, and forecasts. Fostered relationships with municipal and private clients and partners to deliver projects in highly regulated environments. Recruited and developed high-performance teams of 20+, optimized processes, and led through due-diligence, prioritization, and delivery.
- Identified prospects, developed business, and grew the client portfolio by 60%
- Implemented cost control monitoring and optimized processes to obtain 6% annual operational savings
- Developed and implemented complete civil and MEP refurbishment for two operating packaging plants Implemented additional health and safety protocols to accommodate operations; delivered 7% cost efficiency on an AED 5M budget. Team of 24
- Orchestrated team of 19 to complete refurbishment of mechanical, electrical, and plumbing (MEP) systems for Dubai International Airport terminal 1, AED 700K budget. Responded to increased security requirements, met deadlines at world’s busiest airport, 3% under budget, ensuring adherence to ASHRAE, DW144, IPC, DEWA & DM regulations
- Developed new training programs for manual laborers and skilled technicians. Converted 90% of manual labour to skilled, and upskilled 80% of technicians to latest methods
- Spun off stand-alone manufacturing segment as an ancillary business venture. Converted to OEM based upon market research; launched three new products
- Delivered over 90% of projects under budget and on-time
Launched a start-up pharmaceutical company focused on gap order filling for government hospitals. Managed full P&L, instituted processes for RFQ, quoting, LPO, deliveries, and collections.
- Established three major clients and developed procurement relationships
- Achieved 22% sales growth quarter over quarter for seven consecutive quarters
- Outpaced first year KPIs by 8% and met second year targets
Established plans, forecasts, and budgets for construction projects and factory floor, ensuring material availability and optimization. Managed inventory, ordering, storage, and transportation fleet. Engaged with vendors, fostered relationships, and negotiated terms. Three direct reports.
- Analysed inventory on hand, introduced monitoring methods, and reduced stock; saved 12% annually
- Designed and established inventory tracking system