Adi Jrasat

DELIVERY AND LEGACY - HAYYA PROGRAM
• Spearhead the creation and management of documentation (SOP, procedures, and processes) for call center operations, Level 2 support, and field support.
• Manage support teams for accreditation scanning and ticketing across various events in Qatar, ensuring seamless operations for events such as DIMDEX and Doha Jewelry and Watches Exhibition.
• Monitor and optimize key performance indicators (KPIs) within the call center, including SLA adherence, AHT, and abandonment ratio, ensuring high-quality service delivery.
• Develop comprehensive operation and support plans for each event, encompassing communication strategies, escalation processes, logistics, and DOT plans.
• Implement quality assurance metrics for Level 2 support and field operations to enhance service quality and customer satisfaction.
• Utilize Microsoft Power Automate and integrated Microsoft tools for automating approval processes and escalations, streamlining operations efectively.
• Oversee call center, Level 2 support, and field support at DECC during the World Cup Event to promptly resolve customer issues related to Hayya E-Visa, demonstrating proficiency in E-visa system and business rules
• Utilized Microsoft Power BI to streamline reporting processes, tailoring outputs to meet individual client requirements and preferences

• Building a new customer support department from scratch, setting up knowledge base, chat and ticketing system.
• Reduce customer efort and contact per unit by providing recommendations for automation and improving processes to be added the product.
• Setting up KPIs for the customer support department and develop strategies to achieve the targets.
• Improving customers service quality by studying and redesigning the processes and communication methods.
• Increase overall customer satisfaction based on the feedback loop that has been created and using Survicate.com app for providing better insights on the customers feedback.
• Creating communication process and procedures between the customer support department and other departments.
• Building a feedback loop between the users and product, development, ... etc., department to ensure the user have the best experience
• Suggesting new features and automation tools to be added based on customers feedbacks.
• Creating training material, quality assurance reports and schedules to fit the customer support department.

Responsible for +25 representatives for two teams SDR and Call Center Agents
Establishing Customer service department and its related departments (Quality Assurance and work
force management departments).
Driving first call resolution solutions by capturing repeat call information and analysis
Developed & documented KPI’s for all levels in Customer Service to measure individual & overall
performance including detailed scorecard and new performance evaluation mechanism.
Creating processes between call center and SDR team with other department to fulfill call center and
SDR needs
Scheduling agents shifts according the quantity of the calls
Creating Quality Assurance Reports.
Analyze existing policy and process gaps, and develop solutions to close them.
Improving overall sales and revenue.
CS strategist working towards implementing the company’s plans for seamless customer care and
increasing our first-time call resolution.

Setting Contact Center KPIs and identify approaches and develop strategies to achieve targets.
Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
Developing of new operations procedures and policies.
Setting Customer Service KPIs and identify approaches and develop strategies to achieve targets.
Maximize customer satisfaction through the implementation of internal action plans and increase the
product.
Maximize partnership and the use of feedback data to improve customer service initiatives.
Develop, maintain and analyze performance reports on a daily/weekly/monthly basis.
Improve overall NPS score by revising the product and its features
Initiated and revamped Quality Metrics & Process by creation of new Quality evaluation parameters,
elements, definitions & scoring sheets for all areas of business such as Inbound, Emails, Outbound to
improve NPS scores.
Developing of new operations procedures and policies

Handling and Managing 20+ call center representatives, distributed between Inbound and Outbound
calls, Chat, and Ticketing and emails.
Contributing in the revamp of existing IVR to be enhanced to Smart IVR.
Increase the answer level from 80% to 95%.
Solved and finished pending 600+ tickets and issues, to reach to a point where tickets are solved
within the first 24 hours.
Revamp contact center KPI's to meet and support the business goals
Changed the hierarchy of the center to improve quality of the service
Create new quality assurance department and promote the right induvial for the role
Increase First Contact Resolution.
Identify and implement strategies to improve quality of service, productivity and profitability

Managing a team of 300+ of Call center agents and reviewing their performance.
Developing new operational procedures between different departments inside the call center.
Review team leaders overall performance and highlight the weaknesses and work on solving them.
Building new communication procedures and policies between departments.
Report daily, weekly and monthly call center performance to higher management
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting,
abandonment rate, etc.
Managing the daily running of the call center, including sourcing equipment, effective resource
Planning and implementing call center strategies and operations
Ensuring all relevant communications, records and data are updated and recorded
Reviewing the performance of staff, identifying training needs and planning training sessions

Managing a team of 300+ of Call center agents and reviewing their performance.
Developing new operational procedures between different departments inside the call center.
Review team leaders overall performance and highlight the weaknesses and work on solving them.
Building new communication procedures and policies between departments.
Report daily, weekly and monthly call center performance to higher management
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting,
abandonment rate, etc.
Managing the daily running of the call center, including sourcing equipment, effective resource
Planning and implementing call center strategies and operations
Ensuring all relevant communications, records and data are updated and recorded
Reviewing the performance of staff, identifying training needs and planning training sessions
Worked as a team leader for 20+ team members Ad website Dubizzle.com
Managing targets and outbound calls to reach the required target
Finding new and better solutions for the project to increase the performance.