Customer Operation Manager
Foodics
Total des années d'expérience :7 years, 11 Mois
• Oversee day-to-day operations by leading a team of two team leaders and 44 agents to manage the clients complaints and inquires through voice and non-voice channels.
• Lead dedicated technical team to fostering high-value customers relationship and driving retention.
• Analyze KPIs to identify performance bottlenecks and implement solutions to enhance customer experience.
• Monitor individual performance to ensure achievement of departmental KPIs.
• Develop and deliver training programs to keep team informed on latest updates and information.
• Collaborate with internal teams to analyze customer journey, identify inefficiencies, & implement data-driven CX improvements
• Manage process optimization projects, streamlining internal and external workflows to enhance customer satisfaction.
• Resolve complex service, product, and financial inquiries for SAMA and MOCI, ensuring adherence to regulatory timelines.
• Championed customer-centricity by leading multiple outbound feedback projects, resulting in data-driven improvements to the customer experience.
• Contributed to a three-month sales project, supporting to achievement of the company targets.
• Drove an 8% improvement in customer satisfaction (CSAT), resulting in a score of 87%
• Significantly improved first contact resolution (FCR) by 12%, resulting in a 92% success rate.
• Successfully built a customer care department from the ground up, implementing call center and non-voice channels. Recruited a team of 30, resulting in streamlined operations.
• Led development of a quality team, creating guidelines, training, coaching & audits for performance monitoring & continuous improvement
• Oversaw daily operations, ensuring efficient client issue resolution and timely response to inquiries.
• Established KPI system for channels & teams, analyzing data to identify & address performance gaps through action plans.
• Optimized workflows & established SLAs/escalation process, leading to faster resolution of complex client issues.
• Collaborated with systems & tools team to define agent experience & identify productivity-boosting tools.
• Directed a team of 60 at 12 Petromin Express sites, achieving operational excellence and timely express service.
• Conducted daily site visits to manage day-to-day operations, monitored sales, addressed customer complaints and optimized inventor levels, to maintain high-quality control standards and improve customer satisfaction.
• Analyzed site traffic & sales vs. targets, identified issues, & developed marketing strategies to improve performance.
• Identified and secured 3 strategic locations, resulting in network expansion, sales growth, and customer base increase.
• Conduct monthly marketing analyses to stay abreast of new products and competitors in the market.
• Developed and delivered training program to prepare Saudi technicians for store manager roles, resulting in promotions for three employees.
• Delivered 6% YoY improvement in net sales (SAR 12M to SAR 12.8M).
• Boosted profit margin by 36%.
• Reduced COGS by 6% through effective inventory management.