مراد العباسي

• Developed and oversaw implementation of innovative campaigns to
retain customers.
• Designed goal-oriented frameworks for call center communication
strategies.
• Enhanced IVR systems to streamline common query responses.
• Established methods for selling company solutions and securing deals
through telephone conversations.
• Constructed comprehensive customer profiles to improve segment
targeting.
• Managed targeted outreach via Salesforce and LMT for emails, SMS,
and WhatsApp broadcasts while evaluating ROI.
• Developed and managed retention campaigns across SMS, email,
telemarketing, and social media platforms.
• Customized CRM solutions to meet specific business needs and
objectives.

• Executed strategic resource allocation to enhance operational efficiency.
• Analyzed call-center performance data, including sales rates, costs, and
customer service metrics.
• Assumed accountability for budgeting tasks.
• Streamlined telephone handling procedures, ensuring efficiency.
• Assessed outcomes using KPIs such as accuracy and call-waiting time.
• Facilitated partnerships through effective negotiation with food service
providers.
• Developed innovative compensation packages to enhance customer
retention.

• Ensured team and all members consistently achieved targets and
performance metrics.
• Motivated staff and conducted performance reviews.
• Tracked accomplishments relative to balanced scorecards.
• Promoted teamwork to achieve common objectives through shared
responsibility.
• Facilitated seamless transition between team leaders during shift changes.
• Initiated swift corrective measures to mitigate business risks.
• Overseen call centers daily operations by coordinating breaks and
addressing agents inquiries.
• Resolved customer complaints and addressed inquiries requiring detailed
follow-up.

• Direct daily operations to ensure a timely and efficient response to
customer calls.
• Sustained high-quality conditions to inspire maximum productivity from
the workforce.
• Ensured all disciplinary actions aligned with organizational guidelines.
• Supports call center manager with daily operations, covering staffing,
training and scheduling.

• Collaborated with the vendor to test and launch complaints management
system.
• Trained front-line personnel on effective use of complaints management
system.
• Coordinated system enhancement projects between IT teams and service
vendors to align with managements customer care goals.
• Generated analysis connecting complaints data with CRM records.
• Examined overall customer experience to identify areas for enhancement.
• Facilitated mystery shopper onboarding processes.
• Coached front liners while monitoring service quality.
• Participated in focus groups with clients to evaluate feedback.

• Handled and quickly resolved customer issues regarding product sales
and customer service problems.
• Dealt with complex customer complaints professionally and politely,
resolving issues with favorable solutions.
• Increased customer satisfaction by offering friendly, helpful and
informative customer service.