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تم إلغاء حظر المستخدم بنجاح
محمد قبيسي, Senior CX Manager

محمد قبيسي

Senior CX Manager ·Easa Hussain Al Yousifi & Sons Group

الكويت

بكالوريوس, Accounting & Finance

الخبرة العملية

مجموع سنوات الخبرة: 22 سنوات, 2 أشهر

Senior CX Manager

أبريل 2026 - حتى الآن

Easa Hussain Al Yousifi & Sons Group

الفراوانية، الكويت

أبريل 2026 - حتى الآن

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.
مجال الشركة:
الإلكترونيات الاستهلاكية
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Senior Division Manager – Contact Center & Service Center

يناير 2022 - مارس 2026

Easa Hussain Al Yousifi & Sons Group

الفراوانية، الكويت

يناير 2022 - مارس 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.
مجال الشركة:
الإلكترونيات الاستهلاكية
الدور الوظيفي:
الخدمات المساندة

Contact Center Manager

أكتوبر 2020 - ديسمبر 2021

Easa Hussain Al Yousifi & Sons Group

الفراوانية، الكويت

أكتوبر 2020 - ديسمبر 2021

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

Implemented complaint management and VOC processes to improve customer engagement and service recovery.
مجال الشركة:
الإلكترونيات الاستهلاكية
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

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

فبراير 2010 - أكتوبر 2020

AL SAYER GROUP HOLDING, KUWAIT

الكويت، الكويت

فبراير 2010 - أكتوبر 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.
مجال الشركة:
وكلاء السيارات
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Customer Operations, MIS & QA Roles

أبريل 2004 - يناير 2010

AL AHLI BANK OF KUWAIT (ABK), KUWAIT

الكويت، الكويت

أبريل 2004 - يناير 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.
مجال الشركة:
البنوك
الدور الوظيفي:
البنوك

التعليم

Lebanese University

يوليو 2003

يوليو 2003

بكالوريوس، Accounting & Finance

لبنان

المعدل التراكمي (التقدير): جيد جداً

المعدل التراكمي (التقدير): جيد جداً

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

اللغات

العربية

اللغة الأم

الفرنسية

مبتدئ

الانجليزية

متمرّس

التدريب و الشهادات

التدريب
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

التوصيات

Tariq Hilal

سبتمبر 2008

سبتمبر 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.

الهوايات والاهتمامات

Reading
Sports