Total des années d'expérience :14 years, 4 Mois
Conduc ng research to iden fy new markets opportuni es and
change in customer's needs.
Iden fying company's growth opportuni es and managing its
team's effort to fill in these opportuni es gaps.
Analyze and assess of all necessi es that business might need to
meet its goals and objec ves.
Monitor changes in industry structure, technology development
and rivals.
Set Strategies to create and sustain compe ve
advantages.ac vi es.
Predict changes in external environment factors that might harm
or serve business's performance.
Provide a second opinion at various business departments
reports.
Iden fying weaknesses and analyzing performance at various
business departments as Marke ng, HRM, Opera on,
Accoun ng and Finance.
Amman
Re-design the start-up plan, set and run the expansion plan,
increase ordering requests, build all necessary func ons to
deliver high customers sa sfac on, conduct market research that
covers market, customers and compe tors, as well as technology
that can be employed.
Iden fy market implementa on barriers and create solu ons.
Set and monitor the key performance indicators - KPIs and make
sure to reach the maximum level of customer sa sfac on, look
for ways to simplify and enhance customer experience, and
provide planning, leadership and guidance as appropriate
throughout the organiza on.
Managing teams consisted of 35 members, supervisors and team
leaders.
Manage the customer "life cycle, " which includes all the steps
that customers go through when interac ng with the firm.
Designing and developing a yearly Customer Experience road-
map and ensure implementa on.
Expand company profits by developing strategies to create
happier, and more sa sfied customers.
Develop KPIs metric to Monitor and Control the quality of
Services Provided to Customers, and the produc vity performed
by agents.
Collect and analyze contact-center sta s cs for all
communica on channels Inbound, Outbound, Emails, Chat and
Social media.
Maintain and improve contact center opera ons by monitoring
system performance, Agents’ performance and market changes.
Work closely with supervisors, team leaders, and other involved
departments in order to make sure that company goals are met
as desired.
Meet call center financial objec ves by es ma ng requirements,
preparing an annual budget, scheduling expenditures, analyzing
variances and ini a ng correc ve ac ons plan.
Prepare call center performance reports by collec ng, analyzing,
and summarizing data and findings.
Develop and Set effec ve evalua on system and tools to make
sure that services are performed up to company standards, and
to reinforce the objec ves of
Managing and direc ng the daily ac vi es of Contact Center
agents and telephone operators.
Supervising, planning, and managing func ons concerned to
Contact Center environment.
Managing teams consisted of 60 members and team leaders.
Carrying out supervision, call monitoring, coaching, training,
disciplining and reviewing all agents or operators.
Ac ng as an informa on source and answering operator or
agents’ ques ons, assigning tasks, following up and giving
instruc ons as needed.
Carrying out performance measurement, monitoring, and
evalua on of all agents and operators to improve the efficiency
level.
Following up and resolving customer complaints and ques ons.
Provide personal services to ensure the safety and comfort of
airline passengers during flight, Greet passengers, verify ckets,
explain use of safety equipment, and serve food or beverages.
