customer experience manager
Hsbc - United Arab Emirates
Total years of experience :21 years, 4 Months
• Identifying customer journey pain points, investigating root cause and coordinating with all relevant parties to implement improvement plan.
• Gathering and analyzing detailed information about key areas that cause repeated service failure via core data points like customers complaints, digital feedback, surveys etc.
• Sharing knowledge and best practices across front line staffs, operations and support teams.
• Working with internal stakeholders to identify and address areas of knowledge and improvement.
• Resolving the issues for clients and internal teams.
Responsible to acquire, advise and retain a portfolio of Premier clients. Major focus is on holistic wealth management sales via non branch channels such as telephone, emails & face to face meetings etc, to ensure achievement of business performance measures and plan.
Booking the airline tickets for the customer though the telephone service channel. Handling the customers complains and quires & solving it within SLA. Managing the floor. Worked in the front office @ the airport. Deal with cash payments as a cashier & customer service in the same time.
This job was purely physical job in the factory. I was working on cooling the hot metal to provide aluminium boxes eventually. Used to work for 12 hours daily under the extreme heat with heavy safe uniform.
executive MBA - 1 year
E-MBA 1 year