مجموع سنوات الخبرة: 19 سنوات, 11 أشهر
أغسطس 2014
إلى حتى الآن
Customer Experience Senior Manager
في Zain
البلد :
المملكة العربية السعودية - الرياض
• Customer Experience Strategy & Road-map
• Customer Experience Portfolio of Projects
• 360 degree Customer Insights analysis
• Building Customer Experience Dashboard
• Customer Journey - Implementation/ Mapping
• Customer Experience Mindset & Culture
• Launched Voice Of Customer Program
• Customer Experience Portfolio of Projects
• 360 degree Customer Insights analysis
• Building Customer Experience Dashboard
• Customer Journey - Implementation/ Mapping
• Customer Experience Mindset & Culture
• Launched Voice Of Customer Program
نوفمبر 2013
إلى يوليو 2014
Quality Manager
في Contact Center Company
البلد :
المملكة العربية السعودية - الرياض
• Launched and Established Quality Department & Processes (internal & external)
• Managed 4 Main customer Service Establishment projects for inbound and outbound activities and lead 3 Supervisors and 22 Quality Evaluator
• Launched Quality Management Committee to optimize quality by following up quality progress and impose actions, Projects and follow up on progress
• Compliance Checks, Coaching, Calibration, Quality Trainings to enhance Frontlines engagement and increase Quality Level
• Managed 4 Main customer Service Establishment projects for inbound and outbound activities and lead 3 Supervisors and 22 Quality Evaluator
• Launched Quality Management Committee to optimize quality by following up quality progress and impose actions, Projects and follow up on progress
• Compliance Checks, Coaching, Calibration, Quality Trainings to enhance Frontlines engagement and increase Quality Level
ديسمبر 2011
إلى نوفمبر 2013
Quality Projects Team Leader- Customer Experience
في Orange Jordan
البلد :
الأردن - عمان
• Launched Customer Experience Program
• Launched Voice of Customer Program covering all touch points (16 channel)
• Primary responsible of Quality Of Service Dashboard includes all customer related KPIs and Projects initiatives as PMO governances provided needed support to project managers when escalated and on delays
• Lead on evaluating and redesigning the customer experience based on the customer’s segments, current customer journey and products types.
• Manage and lead portfolio of cross functional projects which enhance Operations Quality of service such as waiting time, complaints management, FCR, coverage.
• PM WoW Customer Experience Project
• Launched Voice of Customer Program covering all touch points (16 channel)
• Primary responsible of Quality Of Service Dashboard includes all customer related KPIs and Projects initiatives as PMO governances provided needed support to project managers when escalated and on delays
• Lead on evaluating and redesigning the customer experience based on the customer’s segments, current customer journey and products types.
• Manage and lead portfolio of cross functional projects which enhance Operations Quality of service such as waiting time, complaints management, FCR, coverage.
• PM WoW Customer Experience Project
أغسطس 2010
إلى نوفمبر 2011
Go To Market Team Leader
في Orange Jordan
البلد :
الأردن - عمان
• Established the Go To Market Department (Process, launch Go/ No Go Decision, Define main Stakeholders, Pre-launch Checklist, and post launch assessment )
• Project Manager Group Knowledge Base Tool to include all Products, processes and information for all employees
• Prepare, follow up, and analyze the quarterly and monthly operational marketing roadmap for mobile, internet and fixed, with all operational actions.
• Convergent billing migration project: Manage the coordination between sales and customer services unit and the ITN to resolve and secure the convergent billing project issues with all stakeholders
• Was Recognized as “Orange Bravo” award as one of the best achievers among France Telecom Group.
• Project Manager Group Knowledge Base Tool to include all Products, processes and information for all employees
• Prepare, follow up, and analyze the quarterly and monthly operational marketing roadmap for mobile, internet and fixed, with all operational actions.
• Convergent billing migration project: Manage the coordination between sales and customer services unit and the ITN to resolve and secure the convergent billing project issues with all stakeholders
• Was Recognized as “Orange Bravo” award as one of the best achievers among France Telecom Group.
سبتمبر 2007
إلى يوليو 2010
Customer Care Team Leader- (Loyalty and Service Development Team leader)
في Orange Jordan
البلد :
الأردن - عمان
• Manage Loyalty outbound Team
• Supporting the Customer Care teams (call center, 2nd level, and loyalty) in the development of the services and daily activities to achieve the KPI’s.
• Managed the launch of “Outbound Calls Management System” and project.
• Managed the launch of “Convergent Call Center” project which aimed at having a combined call center for mobile fixed and internet.
• Managed “CRM Application development” project.
• Brand Ambassador for Orange to train the employees about new Orange values and methods
• 3G launch customer care and training stream leader: managed the successful launch of the 3G for CC and Sales (requirements, processes, needed tools and training ).
• Managed the launch of the “Cross/Up selling” project within call center: in coordination with marketing and other channels related launched a successful new stream of revenue through Call Center
• Managed iphone project launch customer care stream: manage customer care readiness in term of new process, training, developing special team and design the call routing to this special team
• Managed the launch of the new comers training program to increase the level of readiness after completing the training period
• Project Manager for Fixed and internet call center to launch the CRM “DeWAN” replacing the previous CRM tool
• Supporting the Customer Care teams (call center, 2nd level, and loyalty) in the development of the services and daily activities to achieve the KPI’s.
• Managed the launch of “Outbound Calls Management System” and project.
• Managed the launch of “Convergent Call Center” project which aimed at having a combined call center for mobile fixed and internet.
• Managed “CRM Application development” project.
• Brand Ambassador for Orange to train the employees about new Orange values and methods
• 3G launch customer care and training stream leader: managed the successful launch of the 3G for CC and Sales (requirements, processes, needed tools and training ).
• Managed the launch of the “Cross/Up selling” project within call center: in coordination with marketing and other channels related launched a successful new stream of revenue through Call Center
• Managed iphone project launch customer care stream: manage customer care readiness in term of new process, training, developing special team and design the call routing to this special team
• Managed the launch of the new comers training program to increase the level of readiness after completing the training period
• Project Manager for Fixed and internet call center to launch the CRM “DeWAN” replacing the previous CRM tool
ديسمبر 2006
إلى سبتمبر 2007
Call Center senior advisor
في Orange Jordan
البلد :
الأردن - عمان
- On floor team support.
- New comers Training.
- Feedback customer care management on work process to achieve our target
- New comers Training.
- Feedback customer care management on work process to achieve our target
يونيو 2004
إلى سبتمبر 2006
Call Center advisor
في Orange Jordan - (Mobilecom)
البلد :
الأردن - عمان
- Handling Customers Calls and inquiries
- Provide Management with Customers Feedback and concerns
- Provide Management with Customers Feedback and concerns
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