Global Director of Customer Operations
Aramex International
Total years of experience :20 years, 2 Months
Develop the service of all customer service channels all over the network including retail outlets, back office service, call center and social media.
- Continuous improvement of services provided in the network contact centers (People/Processes/Technical Tools).
- Manage internal and external outsourcing of support services.
- Manage an internal global outsource center that service different teams (Finance collections, Data entry operations, back office services, centralized quality assurance services, centralized contact center services of several channels including calls, service desk and live chat support).
- setting strategic plans of organization support services insuring cost efficiency, professionalism and business continuity.
Handling the contact center MIS team. responsible of issuing daily performance reports and schedualing shift for all agents for the coming next two weeks as it is a 24/7 working environmrnt, In addition to my daily 7 working hours handleing escalated customers' complaints, Managing work load and resource planning.
handling all customers queries for all bank products (accounts, credit cards, personal loans, auto loans.remittances and all transactions related), recieving customers complaints and offering promotions and cross selling as well.
Responsible for events promotional stands in city malls.