Mohammed Eyad AL- Sirawan

● Etihad Airways Global contact center 24/7 (outsourced to Dnata part of Emirates Airline Group)
● Member of developing the call center services.
● Evaluate and develop the services in regular basis.
● Monitor and improve call center KPIs (AHT, ACW, ACT, Calls in queue, sales and loyalty, .... etc)
● Conduct training and enhance knowledge base and FAQ
● Responsible for sales and after sales services.
● Reservations, ticketing and loyalty program.
● Delivered improved sales performance.
● Improved customer satisfaction and loyalty.
● Measures NPS.
● Complaint management
● Enhance call center processes
● Improve and analyze quality and calls evaluation.
● Build a unique culture that focuses on customer.

•Retail shop in Sharjah
•Participated in global village (2016 season)
•Participated in Ras Al Khaimah exhibition

Responsible for providing leadership by developing and executing Customer Relationship Management strategy to enhance customers’ experience and loyalty to the Group’s brands resulting in a profitable growth. This includes Customer Satisfaction Index (CSI) monitoring, customers’ database management and analysis, management and execution of direct marketing and other customer loyalty activities. Focal point of contact for principals on matters pertaining to customer related initiatives e.g. loyalty, CSI, database.

Key contributor to process improvement for all customer facing policies and practices in the Group

VOC program manager - (Mercedes Benz Dealership, Jeep dealership):
• This role is the main driver of enforcing and enhancing the group’s culture of appreciating customers’ feedback and acting on it.
• Manages day-to-day operations & activities of the call centre to ensure that agents are following the Group’s standards in recording customer satisfaction surveys and responding to customers’ needs and complaints.
• This role is also responsible for analyzing and communicating customers’ evaluation, complaints and suggestions regarding sales and services to the concerned business management for maintaining and enhancing customer satisfaction and following up with them on implemented changes actions.
Operations
• Liaise with BU to ensure customer feedback reports are reviewed and actions are identified for implementation.
• Define and monitor escalation processes when any defined resolution time for customer complaints is not respected.
Reporting:
• Compiles the “Customer Satisfaction Surveys” (Group/company wise and sales/service wise) by preparing a monthly report and forwards it, to the concerned business management so the ratings and customer feedbacks can be used in enhancing customer satisfaction by;
o Assessing respective business unit’s adherence to the standard customer related processes, and
o Evaluating performance of sales and/or service staff, and
• Reviews the Principle Company’s CSI report (e.g. Daimler) to ensure that the customer profiles are accordingly updated and customers’ comments/feedback has been recorded and shared with the respective Business Management.
• Complies and analyze customers’ comments and suggestions, by preparing monthly “Voice of the Customer reports” and presenting them to each department. These reports are a main decision support tool for the business when it comes to applying enhancement that are related to exceeding customers’ expectations and enhancing their satisfaction level.

• Main objectives of the position to successfully manage and lead call centre team ensuring team spirit at all times.
• Create and troubleshoot call centre campaigns.
• Motivate and reward call centre team and assist with queries.
• Provide continuous update and training for call centre team on all projects handled.
• Develop training material in cooperation with Project Manager. (Both for internal / external use).
• Ensure daily quota is met.
• Quality control on call centre processes.
• Train new staff on existing projects, call centre software, telephone techniques and customer service.
• Monitor call centre team on various criteria (attitude, behaviour, punctuality, productivity) as a basis for evaluation and quality control.
• Provide call centre IT support.
• Recruitment of call centre agents in cooperation with Office Administrator.
• Provide call centre statistical reports when required by department heads.
• Keep track of call centre statistics e.g. efficiency, idle time etc.
• Ensure that processes needed for the QMS are established, implemented and maintained.
• Quality control on all codification of verbatim, spelling and grammar.
• Spot trends in verbatim and suggest additional codes.

• Main objectives of the position to assist the Junior Project Manager and Call Centre Supervisor in project related tasks
• Assist in project data analysis and reporting
• Assist in keeping track of projects timings and deadlines
• Assist in conducting training for internal staff
• Assist call center supervisor and dealer liaison manager with any queries
• Assist in creating and troubleshooting call centre questionnaires
• Assist Call Centre agents with queries
• Track daily/weekly quota for completed interviews required
• Assist in monitoring call center agents and quality control processes
• Handle all call centre supervisory tasks in the absence of the call centre supervisor
• Handle all project related tasks in the absence of the junior project manager

• Conducting outbound calls to BMW customers around the Middle East
• Dealing with VIP customers in the UAE and the Gulf
• Receiving Inbound calls from BMW customers in the Middle East
• Documenting customer comments in English & Arabic with proper spelling
o and grammar
• Codification of comments
• Liaising with the Production Department for complaints management and
o following up with customers
• Ensuring that the processes needed for the QMS are established,
o implemented and maintained
• Quality assurance.

• Providing support to the customers of Ericsson mobiles section
• Handling customers face to face and ensuring that their problems are solved
• Receiving calls from customers in the helpdesk department