Contact Center Senior Manager
Rashid Al Jabri Group of Companies
Total des années d'expérience :12 years, 6 Mois
Achievements
• Developed and implemented comprehensive CRM strategies tailored to the luxury limousine rental clientele, ensuring personalized interactions and long-lasting relationships.
• Elevated customer retention rates by 20% through targeted customer engagement and loyalty programs.
• Offer guidance and support to team leads in the supplier side to ensure achievement of agreed service level targets in a cost-effective manner.
• Enhanced customer satisfaction scores by 25%, creating a smoother and more enjoyable process for luxury clientele.
• Utilized data analytics to gain valuable insights into customer preferences and behaviors, optimizing services and anticipating client needs.
• Review and analyze workforce management data regularly to ensure adherence to group quality standards and consistently meet performance metrics.
• a 50% increase in customer inquiries, demonstrating improved communication and accessibility.
• Proactively identify opportunities for process optimization and innovation, contributing to the overall success and growth of the Contact Center operation.
• Improved team efficiency by 20%, resulting in a more cohesive and customer-focused approach.
• Implement strategies to enhance operational efficiency and effectiveness within the Contact Center, driving continuous improvement initiatives.
Achievements
• Crafted and executed comprehensive student journey strategies, tailoring experiences for diverse stakeholders, from prospective students to alumni, resulting in increased engagement and retention rate.
• Engineered an end-to-end lifecycle approach, from onboarding to post-graduation support, by collaborating with cross-functional teams, leading to improved student satisfaction and a 20% reduction in churn.
• Leveraged data analytics to identify pain points and opportunities within the student lifecycle. Utilized these insights to implement targeted interventions, resulting in a 15% boost in student success milestones.
• Spearheaded personalized communication campaigns at critical touchpoints, fostering a sense of belonging and encouraging students active participation in university events and programs, ultimately amplifying their overall university experience.
• Nurtured a high-performing customer success team by providing continuous training, setting clear performance. benchmarks, and fostering a culture of proactive problem-solving. This approach led to a 25% improvement in team efficiency and effectiveness.
Responsibilities:
• Leading an operations team (Average 23 members) as duty supervisor.
• Responsible for delivering daily and monthly SL according to planning targets.
• Responsible for enhancing overall experience by lowering AHT based on planning and cost reduction targets.
• Achieve NPS and C-sat targets on daily, weekly, and monthly basis and churn.
• Deliver one to one coaching sessions, group training through daily briefings and weekly team meetings.
• Submit reports to management; provide new ideas and strategies to improve performance at the contact centre.
• Contributed to operational improvements in systems, process, and policies especially for management reporting, information flow and business process as well as the operational planning of achieving Etisalat mission.
Technical support second line support (Complaint management Team).
• Resolve unresolved technical issues transferred from T1 support.
• Achieve SL and KPIs
Computer science security