Customer Experience Senior Manager
Zain
Total des années d'expérience :19 years, 9 Mois
• 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
• 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
• 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
• 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.
• 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
- On floor team support.
- New comers Training.
- Feedback customer care management on work process to achieve our target
- Handling Customers Calls and inquiries
- Provide Management with Customers Feedback and concerns