Advisor Enterprise Customer Experience
STC (Saudi Telecom Company)
Total years of experience :18 years, 5 Months
-Go over Customer Journeys across various work streams to identify gaps, engineering with a process, people, technology to enhance customer experience.
-Develop and improve Business process and Procedures.
-Involve in Project management and enhancement.
-Identify, implement and manage Customer Experience measurement mechanisms (Voice of Customer) in order to maintain an ongoing insight into customer needs, wants and feedback and to measure performance against objectives.
-Understand the needs of each customer segment (Government, Corporate and SMEs) through a variety of data such as customer surveys and complaints.
-Participate in development of customer experience strategy that can be translated into initiatives to be deployed at key customer touch points and process interfaces to improve experience and satisfaction.
-Strengthen quality service and customer experience mindset, skills and knowledge in other businesses and functions through reinforcement.
-Facilitate sharing of best practice around STC Regions.
-Review and approve all proposed process re-designs as a pre-requisite to implementation.
-Understand customer's expectations to shape proposition development.
-Identify and facilitate mapping of customer journeys through STC (all customer Segments).
-Make sure the Voice of the Customer is heard throughout the company.
-Prioritize and follow-up on major complaints having significant impact on customer perception and churn.
-Identify root causes of complaints, and propose corresponding corrective initiatives.
-Assess authorities mandated to customer care agents, and propose corrective measures if need.
-Ensure that call centers are conforming to the KPIs and SLAs.
- Coordinates with STC Customer Experience Unit to develop EBU's customer experience strategy.
- Drive a customer experience culture to positively impact the customer’s feelings about STC.
- Review, Re-design key customer handling process.
- Set SMART goals and targets for the planning teams and ensure its alignment and integrity with strategic directions
- Use all available measures to push continuous improvement to high customer satisfaction level.
- Map operation processes to customer satisfaction indicators.
- Collect regular feedback from the market, the account managers and customer facing channels with regards to the customer dissatisfaction areas.
- Design and Coordination of the implementation of customer experience enhancement initiatives.
- Implement customer experience reporting.
- Implement processes collecting the voice of the customer from the field.
- Design initiatives and programs to overcome the defined customer dissatisfaction areas.
- Developed and implemented a customer-focused strategy.
- Drove business results by improving customer experiences and productivity.
- Spearheaded and directed process and technology/system integration projects to create operational efficiencies and a Web strategy roadmap.
- Developed/Implemented action plans to leverage feedback obtained in customer/associate surveys.
- Led a team of 8 Relationship Managers to employ creative and consistent customer loyalty strategies to ensure customer retention.
- Partnered with Business unit leaders to define customer experience standards and implement process improvements.
- Introduced clear policies and procedures, training, and improvement processes for sales and customer communication, technical support, Web site problem escalation, quality assurance, and business continuity.
- Established quality performance measurements/ Balanced Scorecard metrics to drive Customer Experience strategy.
- Managed vendor relationships/Performed strict SLA monitoring to ensure exceptional customer experience levels.
- Led contact center revamp project.
- Introduced clear policies and procedures, training, and improvement processes for new STC contact centers (India, Jeddah (Females contact center)).
- Coordinates with Etisalat Customer Experience Unit to develop customer experience strategy.
- Collect feedback from the market, the account managers and customer facing channels about the customer dissatisfaction areas.
- Coordinate with the loyalty program team.
- Implement customer experience reporting.
- Review, Re-design Quality handling process.
- Review, Re-design customer handling process.
- Design and Coordination of the implementation of customer experience
- Prepare the requirements data for any Etisalat new product.
- Update the collected data in the proper channel, to insure the front line agents will find the required data in the launch time.
- Prepare reports for Etisalat campaigns
- Create, change, modify on the CWC
- Follow-up team members and monitor their performance
- Provide daily reports and notes on the team members
- Provide support for all the staff in the section
- Follow-up the level of service, execution the guidance from the managers to achieve the goals.
- Arrange, coordinate and follow up with other department regarding pending customer complaints and try to finalize it quickly and completely by taking proper action on it.
- Clearly communicates reasons for concerns/issues to the customer and maintain contact
- Keeps records on all customer requests in order to insure reliable and timely tracking of customer requests.
- Ensure positive corporate image and compliance with Etisalat policies and guidelines and assist other team members to achieve monthly targets and implement new practices.
Train CCC staff
1- Give "SharePoint KB" training for the CCC staff.
2- Give "UDS" training for the CCC staff.
Train HS staff
1- Give "UCMS" training for the HS staff.
1- Give "Chat skill" training for the HS staff.
3- Give UAEnic training for HS agents.
1− Supervision on repairing of the customer devices
2− Support the agent technical.
3− Build up Oracle (Server, client) based on Linux OS.
4− Repair the computing devices in the company at an occurrence any failures.
5− the verification the devices are in the best a situation.
6− supports the employees technical.
7− bound the devices on the network.
8− Repair the network failures.
9− supervision on the devices and the network, and observation the failures
1− Repair the computing devices in the company at an occurrence any failures.
2− the verification the devices are in the best a situation.
3− supports the employees technical.
4− bound the devices on the network
Computer Science: Computer Programming, Operating System, Information Systems, Numerical Computing, Programming Languages, Electronics, Complier Construction, Data Structure, Database Systems, Analysis & Design of Algorithms, Logic Design, Complier Design, Computer Graphics, Computer Architecture Org., Modular & Object Oriented Programming, Microcomputers, Software Engineering, Data Transmission & Computers Networks, Peripheral Devices, Advanced Computers Architecture, Assembly Language, Man− Machine Interface, Modeling & Simulation, Distributed Systems, Artificial Intelligence, Parallel & Distributed Algorithms, Computer Performance Management: Accounting, Management & Organization, Economics, Product and Behavior, Money Banking & International Trade, Insurance, Commercial Law, Management of Human Resource, Accounting for Corporation, Accounting Information System, Cost Accounting, Operations Research.