Associate Director
Sporter.com
Total years of experience :19 years, 4 Months
Responsible for the overall performance of Sporter offline retail. In addition to managing the operational
side of warehouse management, inbounding, orders fulfillment, last mile delivery and courier performance.
Responsible for all customer facing activities and the overall customer experience in the Saudi cluster
(Jordan, Saudi Arabia, Kuwait, Bahrain, Iraq and Yemen) previously, and then Jordan cluster (Jordan,
Kuwait and Iraq) across all touch points. And to ensure that Safmarine brand identity comes through
strongly in all customer interactions.
Managed to improve NPS and brand delivery by 37%, increase invoice quality up to 97% across the
cluster, through focus on root cause analysis, processes improvement and strong collaboration with
offshoring partners in India, Philippines, Belgium and the head office in Denmark.
Acted as a
Recruited to establish, design and implement a comprehensive customer experience program within retail
banking, and spread the service culture in line with the bank’s mission, vision and brand proposition.
* Established branches and call center service standards and designed related manuals.
* Established a comprehensive complaints management system, and then reviewed complaints root
causes, identified service gaps and drove improvements within business area.
* Designed and provided more than 250+ hours of Customer Service, Complaints Handling Skills,
Communication Skills, and Phone Etiquette training for all branches and call center staff.
* Designed and managed the mystery shopping program.
* Suggested and designed incentives and corrective actions plan.
* Initiated several motivational programs for branches staff.
* Visited branches regularly and conducted coaching and counseling sessions for staff with service
deficiencies.
* Developed, monitored and enhanced customer related transactions, TAT’s and workflows.
Visited the bank branches and monitored staff service performance.
* Conducted quality monitors for branches, Direct Sales, and Call Center staff and communicated
the results.
* Developed, implemented, and managed mystery shopping exercise for branches and
benchmarking other competitors.
* Conducted counseling, coaching, and training for staff with service deficiencies.
* Implemented customers complaints process and all related reporting and analysis.
* Conducted customer satisfaction survey.
* Designed and implemented a Service Excellence business plan.
* Designed and initiated process improvement plans.
General Secondary
General Secondary