Process Manager - Customer Satisfaction Index
Abdul Latif Jameel co.
مجموع سنوات الخبرة :22 years, 4 أشهر
My role is to lead and manage the call center function CSI. It is a credible Customer Satisfaction measurement approach to monitor various customer lifecycle touch points starting from sales and up to servicing the vehicle.
My Responsibility:
Develop and maintain process, procedure and policy of customer care to measure the customer satisfaction level for customer touch points.
Develop a credible and reasonable approach in calculating the rates of customer satisfaction (CSI)
Communicate the importance on providing the best satisfaction experience to the customers and that the CSI results are transformed into associate’s incentives.
Develop and use world class best practices to conduct surveys.
Implement company strategies and measure performance based on Hoshin Kanri plan
Siebel CRM owner for the CSI Application (Requirement gathering, review, testing...etc)
Ensure CRM 360 view user adoption and utilization of CSI customer results
Develop disciplinary process with call center process managers and ensure adherence
Team up with strategic business units that are involved in servicing the customer and develop detail plans to measure customer experience CSI.
Market and make aware of customer satisfaction business activities.
Lead and motivate the call agents to reach their highest efficiency
Manage the call agent’s performance of achieving daily target.
Ensure user adoption of the CRM system and coordinate with other department for any future development.
Interview and hire call center agents candidates.
Organizing, staffing, including shift patterns and the number of staff required to meet demand
Maintain appraisal KPI’s that will assist team members to keep focusing in improve provided service, standard and customer satisfaction.
Maintain & Develop training plan to improve team skills with fully cooperation with Contact center management, business owners and system owners
My role is to extend the use of Oracle Siebel CRM by streamlining the support, identifying areas of improvement and implementing new features to help business get the maximum benefit from this investment that is aligning to the Company’s strategic Vision - Becoming a Customer Focused Organization.
My Responsibilities:
Monitor the support to ensure that support to the CRM users is provided in line with the agreed SLA’s to attain high user satisfaction.
Increase and sustain usage, awareness and training level among users to help them utilize full potential of CRM Applications.
Ensure complete integration of CRM / UCM with line of business and legacy applications using corporate middleware infrastructure.
Monitor the performance of CRM teams to ensure that the current CRM applications portfolio is stable and performs at acceptable levels.
Maintains CRM licensing as per the company policy and ensure optimal license utilization.
Coordinate the development of training materials, user manuals and other documents as needed to ensure optimal use of CRM applications.
Attend steering committee meeting to track progress, discuss critical issues & risks that would have adverse implications on project outcomes & mitigation thereof.
Take periodic feedback from business users, middle management/senior management on team understanding of the business process.
Provide periodic status reports.
Conduct periodic reviews with the development team to assess progress and identify risks.
Coordinate with Guest Care Center, Marketing and Dealers Sales Operation project coordinator or authorized representative periodically on related activities.
Administer change control as per the change management process.
Develop SOP’s to streamline support.
Data Analyst / IT Department 11/2003-12/2005
Detailed understanding database architectures
Design and develop SQL- DTS.
Design and develop Stored procedures.
Design and develop Business Object Universes.
Develop Business Object Reports.
MIS Developer /CRM Department 03/2003-11/2003
Analyze data comes from CRM Database to measure the customer loyalty.
Provide this measurement frequently to the decision makers as reports and statistics by using reporting tools.
Programmer
Transferring personnel information from FOXPRO Database to MS ACCESS and provide a frequent personnel reports to the management.
Helpdesk and troubleshooting tasks
Computer center in King Abdulaziz university Computer programmer at programs and systems maintenance department for personnel system, Operating system MVS and programming language Cobol with Mainframe machines .My job is amend programs and update employee’s data and making reports by SQL
GPA 3 out of 4. Front Range BOCES, Denver, CO 01/2008-05/2008 On campus Student Assistant : Update and maintain The Front Range BOCES website. Assist in providing administrative, financial and event management support for FR BOCES. Relevant Projects: Hospital Management System: A grad Database course project. Apache as Web Server, MYSQL as Backend Database and PHP for front-end