Customer Service Supervisor
Ecco Gulf
Total years of experience :12 years, 1 Months
Mobilized and successfully launched Omni-channel contact centre operations of Doha Metro - Qatar one of the National Transportation project with 40 Agents
Successfully added a new revenue stream by gaining metroexpress customer services - A ride-sharing service for Doha Metro customers approx. valued at 90, 000 US$ per year
Consistently meeting assigned account targets on a monthly basis and achieving the assigned revenue target from the project to date (project valued approx. 6.5 million US$)
Managing a CSAT of 93% above and NPS of above 73 (conducted by Third Party)
New service channel idea initiated (Whatsapp & IBM Watson) and under progress that will increase the daily interactions
Successfully designed and implemented customer case management in Microsoft Dynamics CRM
Increased staff performance through training for social media from 75% to 93% in 4 months