Customer Experience Management - Manager
Boubyan Bank
مجموع سنوات الخبرة :27 years, 7 أشهر
Led the call centre and female branch areas to achieve service quality targets of 95%, implementing improvement plans, and providing ongoing coaching and feedback to team leaders and managers.
Developed internal monitoring mechanisms, coordinating with outside vendors, implementing direct interviews, and instituting program evaluations, measuring and monitoring service quality.
Executed appreciation events and ongoing recognition for staff, planning quarterly and annual events and generating KPI results to identify outstanding employee performance.
Supported sustained service quality, analyzing key findings, developing action plans in cooperation with management, and implementing strategies and programs to create lasting customer satisfaction.
Developed and coordinated service quality workshops in cooperation with the training department, providing in-house training and coaching on new expectations to ensure successful adoption.
Conducted quality audits, developed quality management, and service standards throughout the bank, collaborating with operations and sales departments to define, measure, and assess customer satisfaction.
Created staff KPIs reflecting daily performance targets of speed, efficiency, sales, and quality to monitor staff performance and identify training needs.
Improved call centre performance, sourcing new dialing products and equipment, and utilizing performance statistics to enable increased efficiency.
Assisted in managing the daily operation of the call centre, liaising with supervisors, team leaders, operatives, and third parties to gather information and resolve issues.
Improved service quality and minimized errors, monitoring random calls, tracking operative performance, and delivering coaching to address service issues.
Achieved zero errors during the launch of a new call centre, meeting the capacity demands of extremely high call volumes, delivering team sales, service level, quality, productivity targets, and indicators.
Delivered training for 150+ staff on new call centre systems, ensuring preparedness for new system launch, providing constructive feedback on performance progress.
Executed special projects developing the service capabilities of the call centre, including implementation of a new IP telephony solution, Leads Management system, and IPCC upgrade.
Established a second call centre, overseeing the development and integration of the Interactive Voice Response IVR system with existing banking systems.
Secured team commitment to achieving common goals and objectives, creating a sense of collective responsibility, and encouraging teamwork.
Oversaw the daily operation of a new call centre site, managing execution of project work plans and revisions to meet changing needs and requirements.
Managed system implementation tasks, including defining user requirements, system design, developing functional specifications, executing system tests, and creating user documentation.
Eliminated system errors and improved performance, liaising with the MIS and IT teams, as well external venders, tabling feedback and findings from staff testing of new call centre systems.
Coached, developed, and motivated individuals’ performance, taking prompt action to rectify under performance and driving high performance.
Achieved monthly sales target, providing exemplary service and assistance to customers booking vacation packages and travel services.
Recognized by senior management as a high performer with a track record of successes, transferred to this division to provide training and coaching for all new agents