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Mohammad Kobaissi, Senior CX Manager

Mohammad Kobaissi

Senior CX Manager ·Easa Hussain Al Yousifi & Sons Group

Kuwait

Bachelor's degree, Accounting & Finance

Work experience

Total years of experience: 22 years, 2 months

Senior CX Manager

April 2026 - Present

Easa Hussain Al Yousifi & Sons Group

Al Farawaniyah, Kuwait

April 2026 - Present

Leading enterprise customer experience transformation initiatives and VOC strategy across customer care operations and customer journey governance.

Driving omnichannel customer operations integration initiatives through Genesys platform across calls, WhatsApp, social media, chat, and digital customer channels.

Partnering cross-functionally with retail, logistics, service, e-commerce, marketing, and IT functions to optimize customer journeys and service excellence.
Company industry:
Consumer Electronics
Job role:
Customer Service and Call Center

Senior Division Manager – Contact Center & Service Center

January 2022 - March 2026

Easa Hussain Al Yousifi & Sons Group

Al Farawaniyah, Kuwait

January 2022 - March 2026

Led strategic and operational management of contact center and service center operations with oversight of 210 employees.

Managed operational budgets ranging from KD 90K-180K while improving operational sustainability and profitability.

Transformed underperforming service center operations into profitable business units through operational restructuring and governance optimization.
Company industry:
Consumer Electronics
Job role:
Support Services

Contact Center Manager

October 2020 - December 2021

Easa Hussain Al Yousifi & Sons Group

Al Farawaniyah, Kuwait

October 2020 - December 2021

Managed customer care operations, workforce management, and service quality initiatives.

Implemented complaint management and VOC processes to improve customer engagement and service recovery.
Company industry:
Consumer Electronics
Job role:
Customer Service and Call Center

Deputy Manager – CRM | CRM Specialist | QA Supervisor | Team Leader

February 2010 - October 2020

AL SAYER GROUP HOLDING, KUWAIT

Al Kuwait, Kuwait

February 2010 - October 2020

Led CRM transformation, customer loyalty, customer analytics, and customer engagement initiatives.

Spearheaded development and operational management of Al Sayer Hayyak loyalty program supporting customer retention and segmentation strategies.

Directed behavioral segmentation initiatives and customer profitability analysis frameworks to improve targeted engagement.

Established and managed customer contact center operations for Caribou Coffee Kuwait.

Contributed to SAP implementation initiatives including business requirements gathering and UAT execution.
Company industry:
Automotive Dealership & Distributor
Job role:
Customer Service and Call Center

Customer Operations, MIS & QA Roles

April 2004 - January 2010

AL AHLI BANK OF KUWAIT (ABK), KUWAIT

Al Kuwait, Kuwait

April 2004 - January 2010

Progressed through multiple operational, reporting, customer service, and quality assurance leadership roles.

Recipient of multiple Employee of the Month awards for operational excellence and performance achievement.
Company industry:
Banking
Job role:
Banking

Education

Lebanese University

July 2003

July 2003

Bachelor's degree, Accounting & Finance

Lebanon

GPA (rating): Very good

GPA (rating): Very good

Skills

Talent Development
Expert
Talent Development
Expert
Change Management
Expert
Change Management
Expert
Budget Management
Expert
Budget Management
Expert
Operational Excellence
Expert
Operational Excellence
Expert
Strategic Leadership
Expert
Strategic Leadership
Expert
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
Auto Management IMS
Expert
Auto Management IMS
Expert
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
LOYALTY PROGRAMS
Intermediate
LOYALTY PROGRAMS
Intermediate
STRATEGIC PLANNING
Intermediate
STRATEGIC PLANNING
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
Auto Management VMS
Expert
Auto Management VMS
Expert
Card Management System (CMS)
Expert
Card Management System (CMS)
Expert
Beam Version 11
Expert
Beam Version 11
Expert
Integrated Credit Card System (ICCS)
Expert
Integrated Credit Card System (ICCS)
Expert
Loan Calculator System
Expert
Loan Calculator System
Expert
Exact E-Synergy Enterprises
Expert
Exact E-Synergy Enterprises
Expert
SNA Server 5250 Applet (Equation System)
Expert
SNA Server 5250 Applet (Equation System)
Expert
Microsoft Windows & Office (Word, Excel, PowerPoint, Access, Visio)
Expert
Microsoft Windows & Office (Word, Excel, PowerPoint, Access, Visio)
Expert
Power Card System
Expert
Power Card System
Expert
Integrated Transaction Management – PWS Workstation Authorization
Expert
Integrated Transaction Management – PWS Workstation Authorization
Expert
Business Objects / Business Intelligence
Expert
Business Objects / Business Intelligence
Expert
SAP Success Factors
Expert
SAP Success Factors
Expert
SAP CRM/ECP/MSS/ESS
Intermediate
SAP CRM/ECP/MSS/ESS
Intermediate
Call Center Technology Interfaces (Genesys, Interaction Client, Nortel, Geomant Contact Expert)
Expert
Call Center Technology Interfaces (Genesys, Interaction Client, Nortel, Geomant Contact Expert)
Expert
AUTOMOTIVE INDUSTRY
Intermediate
AUTOMOTIVE INDUSTRY
Intermediate
BANKING
Intermediate
BANKING
Intermediate
BUSINESS TRANSFORMATION
Intermediate
BUSINESS TRANSFORMATION
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
ELECTRONICS
Intermediate
ELECTRONICS
Intermediate
GNU COMPILER COLLECTION
Intermediate
GNU COMPILER COLLECTION
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
BUSINESS TRANSFORMATION
Intermediate
BUSINESS TRANSFORMATION
Intermediate
CUSTOMER ENGAGEMENT
Intermediate
CUSTOMER ENGAGEMENT
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER JOURNEY MAPPING
Intermediate
CUSTOMER JOURNEY MAPPING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DIGITAL TRANSFORMATION
Intermediate
DIGITAL TRANSFORMATION
Intermediate
IT GOVERNANCE
Intermediate
IT GOVERNANCE
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate

Languages

Arabic

Native Speaker

French

Beginner

English

Expert

Training and Certifications

Training
Process Improvement
TRACK
Customer Analytics
TRACK
Customer Service Excellence
TRACK
Performance Management
TRACK
Risk Management
IBS, TRACK
Business Strategy
TRACK
Customer Experience
TRACK
Leadership Essentials
TRACK
Crisis Management
TRACK
Change Management
TRACK

Recommendations

Tariq Hilal

Sep 2008

Sep 2008

Self employed - Running own business•Manager

Mohammed is an enthusiastic person and a hard worker. He has excellent computer skills, quick learner, capable of presenting information, data analysis, and reports. He also has the required skills to lead team members, train, and provide direct guidance.

Hobbies and interests

Reading
Sports