Director of Client Services
XpertLearning
Total years of experience :24 years, 4 Months
Controlled customer relationship management initiative in the delivery of various customer-centric strategies and processes to effectively develop the organisations public services
Obtained the organizational management team approval and acceptance from users
Provided comprehensive training and development to users and colleagues across the organisation
Project-managed the development of end-user e-service channels interface and training to increase the use of online services by customers from 40% in 2007 to 98% in 2009
Established, monitored, and made adjustments to service levels and internal KPI’s for the e-support helpdesk and contact centre
Simultaneously managed 2 companies and reported directly to the Chairman
General Manager, Infocall and managed all operations within the first outsourcing contact centre in Bahrain
Reviewed, analyzed, and evaluated all service level agreements to ensure achievement of objectives, establishing teams KPI’s in order to meet with those SLA’s
Developed and managed the implementation of the ICT strategy, determining the future requirements of the centre, its technologies and systems
Introduced a number of international standards and best practices within the centre to ensure that all customer requirements can be achieved across project fulfillment and service level agreements
Represented the organisation as a senior level in executive in meetings with prospective and existing clients, technology partners, and vendors
Identified areas for improvement and added value within all service offerings for clients
Built and developed excellent working relationships with regional and international partners and suppliers
Collaborated with clients to ensure all requirements are met, performance targets were achieved and that repeat business is facilitated at every opportunity
Director | Bahrain Computer and Management Institute
Developed and managed new brand identity for Human Talents in order to improve recognition across Bahrain and the GCC
Advanced opportunities to promote the organisation and its new management services and training opportunities
Managed all daily operations, as well as automating the customer relationship management systems
Coordinated a number of business initiatives in order to manage internationally-recognized training programs with vendors and trainers
Facilitated recruiting, training and developing od a number of trainers and consultants for the organisation; deliver a comprehensive range of professional training programs and consultation services for clients
Previous Career Overvie
Management Trainer and Consultant | Knowledge Network, Training and Consultancy
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