Asst.Manager Strategy & Corporate Planning
Alrajhi Takaful
مجموع سنوات الخبرة :14 years, 8 أشهر
• Communications enhancement ( internal, External ) covering all Touch Points ( Mobile Apps, Online, IVR, Social Media SMS etc
• VOC ( Voice Of Customer ), Tracking all customer Feedback came through Surveys, Email, SMS, IVR data from Qualtrics System / SurveyMonkey to get NPS Score.
• Strategic : Lead and oversee the department and ensure implementation of overall work in line with the overall strategic objective. Oversee processes to ensure optimum results; analyse and performance post work completion.
• Manage a portfolio of projects/programs with accountability of project planning, defining scope, analyzing requirements, identifying dependencies, handling control & execution of the assigned program or project to other Dept.
• Feedback Loops, getting all Customer Feedback through Qualtrics software System and Track all Pain Points raised by customers overall channels and follow up with the involve dept by set a project plan with a Timeline and actions
• Project Deliverable Management : Provide project tracking and oversight at the enterprise level and finalize policies & procedures
• MIS & Insights Analytics
• Processes Redesign GTM, it’s all about the actual / To be - by going in to all function interferes directly with customer like mastery shopper and looking for the missing part or any Gaps, then start finalizing the reasons behind issues, Customer behavior, system, employees etc...
• NPS Reports / Getting all customer feedback overall channels by Category’s related to the Touch Points in order to enhance and provide good customer service and Quality
• Team Management : Motivate team players to achieve goals; guided & mentor team members in accomplishment of objectives; improve team performance through skills enhancement.
Communications enhancement (internal, External) covering all Touch Points (Mobile Apps, Online, IVR, Social Media SMS communications etc.
VOC (Voice of Customer), Tracking all customer Feedback came through Surveys, Email, SMS, IVR etc... Extracting the available data from Qualtrics System / SurveyMonkey to get NPS (customer Satisfaction) Feedback Loops, getting all Customer Feedback through Qualtrics software System and Track all Pain Points raised by customers overall channels and follow up with the involve dept. by set a project plan with a Timeline and actions
• MIS & Insights Analytics
• Processes Redesign GTM, it’s all about the actual / To be - by going in to all function interferes directly with customer like mastery shopper and looking for the missing part or any Gaps, then start finalizing the reasons behind issues, Customer behavior, system, employees etc...
NPS Reports / Getting all customer feedback overall channels by Category’s related to the Touch Points in order to enhance and provide good customer service and Quality
Manage Complaint, And Quality Units
Managing Customers Feedback, Requests, SAMA, CCHI, And Internal Complaints Process
Develop New Procedure And Work Flow For Customer Experience
Develop E-Services And Apply Digital Policy For Sales, Complains, Claims, Etc...
Enhance All Customer Touch Points Such As Call Center, Complaints, Digital, Claims, Medical Approvals Etc….
Enhance Weakness Points In The Organization Departments From Customer Experience Prospective To Enhance Process
Journey Map Designer
Increase NPS Rates By Minimizing Detractors Customer
Facilitates Customer Experience By Visualizing Customers' Thoughts And Feelings Through The Touchpoints
Customer services.
Conduct Customer Simulation for all the Products, services, Offers & devices before and after the Commercial launch.
Run customer simulation from customer perspective.
Evaluate customer experience through Customer survey.
Report defects to the commercial owner and the concerned department.
Evaluating Internal Systems impacting external customers.
Evaluating Revenue-generating products that are not adding their maximum potential.
Evaluating Products/services that are of concern to customers (high numbers of customer complaints or inquiries through survey)
Identify, research, and resolve customer related issues using the specified applications like TABS (Responsetek, Solution Dashboard, Excel Microsoft, and PowerPoint Microsoft) well versed in using different applications such Trouble ticket management system (BMC Software), CISCO.
Customer services.
Conduct Customer Simulation for all the Products, services, Offers & devices before and after the Commercial launch.
Run customer simulation from customer perspective.
Evaluate customer experience.
Generate report with recommendation to go or not to go live.
Report defects to the commercial owner and the concerned department.
Reinforce CSIM recommendation and propagate through organization to implement enhancements
Simulating the competitors’ products/services in comparison with Zain’s products like Portal, Network, MNP……etc.
Evaluating Internal Systems impacting external customers.
Evaluating Revenue-generating products that are not adding their maximum potential.
Evaluating Products/services that are of concern to customers (high numbers of customer complaints or inquiries)
Identify, research, and resolve customer related issues using the specified applications like TABS (Oracle Enterprise Resource Planning Package).
Well versed in using different applications such as ORACLE TABS, Trouble ticket management system (BMC Software), VOMSXPRESS voucher administration, SPEECHLOG, CISCO, Verilog Impact 360 Work Force Management (WFM), and Nokia Terminal Management Server.
Recommend Real Time Process Improvements.
As a Customer Services Representative & helpdesk agent at Zain Telecom, I was responsible for the following
Attending inbound calls and responding to B2B authorized person requires at call center and contact center.
Being in-charge of preparing reports with masters in “Like & dislike project “assigned by the management.
Leading the team with accurate information when in confused state to avoid the recurring complications from B2B authorized person.
Providing corporate Authorized person with up-to-date product and services information and guiding them through different processes and procedures.
Furnishing them with complete information regarding their subscriptions, packages and services.
Raising remedy tickets and assigning them to the concerned departments such as Network, Credit control and Help desk for problems and issues which cannot be resolved immediately.
Immediate follow-up on customer’s unresolved remedies and unsolved tickets.
Recognize, document and alert the management of trends in customer calls.
Recommending Real Time Process Improvements.
Providing diplomatic services to VIP privileged customers at contact center division.
As senior Order management at Zain Telecom, I was responsible for the following:
Handling trouble tickets retrieved from Remedy.
Call back the customers in order to identify the root cause of the problem and provide proper advice immediate follow-up on customer’s unresolved remedies and unsolved tickets.
Recognize, document and alert the management of trends in customer calls.
Recommending Real Time Process Improvements.
Providing diplomatic services to VIP privileged customers at contact center division.
As a Customer Services Representative & helpdesk agent at Zain Telecom, I was responsible for the following
Attending inbound calls and responding to customer queries at call center and contact center.
Being in-charge of preparing reports with masters in “Like & dislike project “assigned by the management.
Major role to maintain the accuracy of IVR (Inter Active Voice Response) in case of breaking down due to heavy load on the network.
Leading the team with accurate information when in confused state to avoid the recurring complications.
Providing customers with up-to-date product and services information and guiding them through different processes and procedures.
Furnishing the customers with complete information regarding their subscriptions, packages and services.
Raising remedy tickets and assigning them to the concerned departments such as Network, Credit control and Help desk for problems and issues which cannot be resolved immediately.
Immediate follow-up on customer’s unresolved remedies and unsolved tickets.
Recognize, document and alert the management of trends in customer calls.
Recommending Real Time Process Improvements.
Providing diplomatic services to VIP privileged customers at contact center division.
Handled Company Account Number with Banks by sending daily Financial report.
