Mohammad Kobaissi

Senior Division Manager (Service Center and Contact Center) at Easa Hussain Al-Yousifi & Sons Co

• Kuwait
• My current job since October 2020

Strategic Management
 Report to the CEO and spearhead the company’s Service Center and Corporate call center divisions providing customer service and support to the group.
 Provide data and analytical inputs and contribute to the development and review of the organization’s strategic business plans.
 Contribute to the achievement of organizational objectives by accepting ownership for new and diverse requests as well as exploring opportunities for enriching job role and add value to the company.

Development
 Define operational strategies for the managed departments through needs assessments, capacity planning, cost/benefit analysis and performance reviews.
 Identify, evaluate and select state-of-the-art technologies to meet user requirements, establish technical specifications and standards for production, productivity, quality and customer service.
 Establish systems covering development of customer interaction and voice response systems and voice networks, design user interfaces, develop and execute user acceptance test plans and coordinate and control implementation.
 Create a complaint management system for capturing, tracking and solving complaints; monitor customer complaint trends and recommend appropriate corrective and preventive actions.

Operations
 Manage operations and improve operational efficiency by monitoring system performance and identifying and resolving problems.
 Complete system audits and analysis, prepare and execute action plans process enhancements, system upgrades and quality improvement.
 Estimate resource requirements, prepare the annual budgets, administer approved budgets, schedule, monitor and control expenditure, identify variances and implement corrective actions to deliver contact center financial objectives.
 Manage system requirements including selection and installation of equipment, planning and implementation of preventive maintenance programs, coordinating repairs and evaluating and implementing upgrades.
 Collect, analyze and summarize data and statistics - sales rates, costs, service achievements, customer service metrics - map trends and produce performance reports for the senior management.

Human Resources Management
 Manage staffing matters including recruitment, selection, onboarding, orientation, training, assignment, coaching, counseling and disciplining of employees.
 Administer the scheduling system ensuring optimum utilization of resources and delivery of quality customer service.
 Monitor and ensure implementation of and compliance with all applicable human resources management policies and procedures.
 Communicate job expectations to employees, monitor and appraise on-the-job contributions and plan, execute and review compensation actions.

Self-Development
 Maintain up-to-date professional and technical knowledge by tracking emerging trends in operations and management
 Attend educational workshops, review professional publications, participate in professional societies and establish personal networks to enable sharing and adopting of industry best practices.

Highlights
 Successfully transformed underperforming service center department into a highly profitable area through effective strategies, process improvements, and service enhancement initiatives.
 Leveraged CRM expertise to drive strong customer engagement and satisfaction, collaborating with cross-functional teams to develop targeted marketing campaigns and personalized experiences that fostered long-term customer loyalty.

Deputy Manager – CRM at AlSayer Group Holding

• Kuwait
• February 2019 to October 2020

Responsibilities
CRM Operations
• Ensured that the commissions paid were genuine (audited all sales calls, ensured that the agents were following correct procedures and that the sales were actually met before the commission is paid).
• Participated in the planning, implementation, monitoring and upgrading of the customer relationship management (CRM) strategy for AlSayer Hayyak - the company’s loyalty program for owners of Toyota and Lexus vehicles - to maximize return on investment whilst creating value for customers
• Assisted the senior manager in planning, proposing, administering and reporting the budget for the Hayyak loyalty program.
• Prepared an annual calendar of CRM activities and after sales services and managed & ensured efficient operations of a comprehensive customer engagement program as per approved plans and budget.
• Evaluated ongoing CRM activities, mapped touch points in the customer journey, identified and prioritized CRM initiatives and recommended actions to maximize commercial opportunities.
• Developed and executed marketing strategies including addition of sponsors and adoption of new approaches to consistently enhance value delivered to customers.
• Worked with and guided the marketing department in maximizing returns from current and prospective relationships using CRM data.
• Created and enhanced awareness of the Hayyak program amongst customers and employees through an optimum mix of communication channels including social media, website, e-mail and events.
• Recommended new processes/systems and/or modifications/enhancements to existing processes/systems based on gap analysis,
Loyalty Program Administration
• Monitored and ensured on time issue of AlSayer Hayyak cards to all customers as per ASG guidelines.
• Planned and controlled the inventory of deliverables including welcome kits and gift items for the loyalty program ensuring adherence to the approved budget.
• Monitored procurement, storage and distribution of welcome kits and gift items ensuring optimum utilization as per approved processes.
• Conducted regular audits of the inventories of welcome kits and gift items across the supply chain ensuring zero pilferage.
• Contributed to customer profiling and segmentation enabling efficient targeting of various segments to maximize returns of CRM programs.
• Participated in development of plans to increase frequency of purchase leading to higher transactions across all customer segments.
• Ensured achievement of higher conversion ratio by implementing, revising and improving various after sales services provided to customers.
• Gathered customer feedback on the gift delivery services through periodic surveys and utilized inputs for improvements in the process.
• Monitored and ensured on time and accurate updating of AlSayer Hayyak website and application.
• Improved customer service through on time response to queries and requests and resolution of complaints and issues.
Performance Analysis and Reporting
• Extracted and analyzed data from the CRM database and provided insights and inputs for improvement of CRM initiatives.
• Designed, developed and delivered a set of structured reports covering gap and trend analysis enabling effective strategic planning as per defined timelines.
• Analyzed outcomes of various campaigns, identified variances from plans and proposed improvements to CRM strategies, campaigns and activities.
• Identified requirements for additional customer information and developed templates for capture and analysis for improved reporting.
People Management
• Assigned goals and targets based on key performance indicators (KPI) to staff, monitored individual and team performance and provided guidance on achievement of targets and KPI metrics.
• Served as a member of interview panels for selection and promotion of staff.

CRM Specialist (Assistant Manager) at AlSayer Group Holding

• Kuwait
• February 2013 to January 2019

Highlights
• Recognized as E-Learning Champion and awarded a Certificate of Appreciation in appreciation of active participation and outstanding performance in the TRACK Learning Solutions e-learning initiative of the group, Jul 2013.
• Managed the migration of all direct communications with customers to lower cost mediums like SMS and e-mail
• Joined the company as Inbound Call Center Team Leader (Feb 2010) and earned progressive promotions - Senior Supervisor - Call Center Quality Assurance in 2011, CRM Specialist (Assistant Manager) in 2013 and Deputy Manager - CRM in Feb 2019.
• Created the loyalty program AlSayer Hayyak back in 2013 and continued improving it till date of departure.
• Contributed towards the implementation of SAP in the group by participating in identifying the requirements, preparing the UATs, testing and monitoring the implementation.
• Set up Caribou Coffee Call Center in Kuwait (systems, recruitment, training, managing, etc.) and managed it for 1 year before they it was officially moved under their management.

Senior Supervisor – Call Center Quality Assurance & Audit at AlSayer Group Holding

• Kuwait
• May 2011 to January 2013

Inbound Call Center Team Leader at AlSayer Group Holding

• Kuwait
• February 2010 to April 2011

Workforce Reporting Officer at Al-Ahli Bank of Kuwait

• Kuwait
• October 2009 to January 2010

Awards
• Employee of the Month - 1st Place (Sep 2009, Aug 2009) 2nd Place (Jul 2009, Jun 2009)

Senior Call Center Agent at Al-Ahli Bank of Kuwait

• Kuwait
• September 2008 to January 2010

Acting MIS & Quality Assurance Officer at Al-Ahli Bank of Kuwait

• Kuwait
• January 2006 to September 2008

Customer Service Representative & Trainer at Al-Ahli Bank of Kuwait

• Kuwait
• April 2004 to January 2006