Head - Customer Service & Business Excellence
UAE Exchange Centre LLC
Total years of experience :22 years, 8 Months
oImplementing the Service Quality Model
oDefining Key Satisfaction Drivers
oImplementing service delivery standards
oImproving the conformity of service quality
oMeasuring and benchmarking service quality
oRedesigning the customer service channels on its framework and processes
oImproving and monitoring all service channels and ensure quality
oEnsuring adherence to and delivery of customer service delivery standards.
oConducting delivery channel assessments at regular intervals
oUsing the results of customer experience measurements for service quality improvement
oManaging whole gamut of daily operations within Customer Care Department being delegated as head thereof.
oDeveloping and duly implementing company’s Customer Service Standards and Customer Service Charter.
oPeriodically improving Customer Service processes besides organizing Customer Service Enhancement programs for internal clients.
oDirecting HNI Customer Channel whilst developing efficient Touch Points Channels to cater to all customer bases.
oProviding clients with quality experience to achieve satisfaction, loyalty and retention.
oDesigning Customer Experience Measurements including different measures to gauge clients’ satisfaction level.
oFacilitating Suggestion Programs, Customer Satisfaction Surveys and Mystery Shopping schemes in close coordination with vendors in harmony with apt need, among other methods to enhance service delivery.
oHandling customers’ feedback pertaining to company’s services. Accordingly, sharing said feedbacks with management pertinent in devising process improvement strategies.
oSharing customer experience reports for award documentations like SKEA, DQA and Customer Service Week Star Awards etc.
oFacilitating various activities like Service Champions and Model of Service Excellence to motivate frontliners.
oWorking closely with management on 5Ps for TICSS Certification by British Standards Institution.
Efficiently handled relationship management for high net worth clienteles.
Handled customers requirements ensuring hassle free and high standard service.
Coordinated and obtained feedback from clients regularly to build good working relations with the same.
Promoted company’s new products and developed more business.
Followed up payments.
Designed comprehensive care programs for customers.
Kept abreast of competitors’ activities in the market. Created packages to meet market conditions.
Carried out area management for sales and operations.
Supervised subordinates work performance and set daily based targets. Fostered team spirit to achieve goals.
Boosted up company’s share in both international and domestic courier field. Likewise enhanced customers’
volume by attracting new potential clients.
Closely watched competitors’ activity in the market.
Dealt with customers, followed up for exact payments and retained existing customer revenue,
Directed credit management.