Senior Operations Manager
CitrussTV
Total years of experience :16 years, 2 Months
• Oversee every interaction with the customer & the organization through customer life cycle.
• Define all touch points at all organization level and prioritize them as per the business needs.
• Gather customer’s feedback through all communication channels to define action plan.
• Coordinate with all departments and make sure every team aligned with the current task requirement.
• Contact Center daily operations and results monitoring.
• Develop and implement new initiatives to sustain customer satisfaction.
• Contact center development projects.
• Quality and Training department management.
• Daily operations supervision.
• After sales service leadership (West, East, Center, North & South) inside Saudi Arabia.
• Solve customer challenges & complaints.
• Call center support.
• Monitor delivery orders vs. complaints, staff performance & overall results.
• Sales, stock control.
• Staff managing.
• Customer Service & repair\after sale policy.
Feb 2005 – May 2005 (System Analysis) : Sharing in System analyses for Konoz Al-Sharq Co. (export and import - Amman) Oct 2006 – Jan 2007(Graduate project) Data base program for Dar YAFA for publishing And distribution using VB.net