Customer Service Director
Korek Telecom
مجموع سنوات الخبرة :24 years, 4 أشهر
• Define Customer Service strategy and Develop relevant business plans related to Contact Center, Credit control, Activation, Complain management.
• Perform a 360 transformation in department Organization, Systems and Culture.
• Define, Implement and Maintain Customer Service processes and procedures that controls the overall customer journey and insures the best customer experience.
• Coach and Lead a team of 450 employees to insure that a proper professional and customer centric culture is acquired.
• Prepare and control the yearly budget.
• Work with marketing on the launch of new products and services by providing key insights on customer’s needs, likes and behavior to make sure that the customer journey is simple and satisfying.
Key Achievements:
• Revolutionized the department with respect to Tools & solutions:
•Deployed new Contact center platform (Genesis): PBX, IVR, WFM, Social Media, Recording, Screen Capture and Quality Management.
•Deployed New CRM platform (Ericsson Telco-CRM).
•Digitized the new line selling cycle by deploying e-registration solution (Jamalto).
• Launched a new 80 seats contact center in Baghdad with complete redundancy and overflow with Erbil site.
• Added Social media to the contact center channels mix.
• Defined and implemented the process of capturing the voice of customers, identifying detractors and tacking the proper actions to improve customer Experience.
• Define the customer service department strategy and relevant business plans.
• Prepare and supervise yearly credit and collection strategy.
• Define sale and after sales strategy for the corporate and VIP sectors nationwide.
• Set and implement points of services deployment strategy.
• Prepare and control the yearly Budget.
• Lead and coach a team of 550 employees handling the various customer service activities:
• 3 call centers.
• Credit and collections including door to door collection by a team of 60 collectors.
• 35 Points of Services.
• Corporate & VIP Sales and after sales services.
• Complains Management and Back Office.
• New lines activation, validation and archiving.
• Develop, update and Maintain Customer Service Department QMS.
Key Achievements:
• Achieved a cumulative bad debt ratio from 2001 till Sept 2009 of 0.61% for 600, 000 postpaid customers.
• Achieved a 65% market share of corporate & VIP sector vs. competitor.
• Launched 2 new call centers in Aleppo (90 seats) and Homs (60 seats).
• Opened 30 new points of service.
• Department QMS was certified and recertified 3 times according to ISO 9001:2000 standards.
Managed and coached a team of 300 persons handling the various customer service activities all over the Syrian territories (Call Center, POSs, Credit & Collection, Corporate & VIP, Back Office.)
•Participated in the Preparation, Implementation and Supervision of the yearly Budget.
•Prepare and Implement the department operating procedure.
•Recruit and train customer service personnel.
•Set and implement points of services deployment strategy.
Control and Ensure an excellent service to Corp & VIP clients.
•Anticipate and meet the specific needs of clients.
•Anticipate and coordinate the actions relevant to risk management (unpaid bills, high usage).
•Manage, train and evaluate the team.
•Coordinate with marketing the launching of new services.
of the Anti-Churn unit
Responsibilities:
•Analyze the causes of contract termination.
•Suggest and Implement policies to retain customers.
•Keep track of the competitor’ actions.
•Manage, train and evaluate the team.
Train the customer service agents.
•Follow up, control, organize and evaluate the team.
•Manage clients’ portfolio.
Clients Portfolio Management.
•Follow up of customers’ consumptions and unpaid bills.
•Receiving the calls and visits of customers concerning administrative and technical issues.
Responsible for sales, purchases and supervision for three of its buildings contracts.