Director of Customer Experience
Tamkeen Technologies
مجموع سنوات الخبرة :20 years, 1 أشهر
Helps to develop an enterprise level of understanding of the most critical customer touchpoints across the customer journey that drive real value to the customer and the enterprise
Assesses implications of strategic options before they impact the business
Influences key decision makers to challenge conventional practices and instill customer insights into the decision making processes
Ensures levels of performance and assists with establishing feedback loops that help identify and prioritize improvements in customer experience by influencing operational or functional areas that impact the customer experience and loyalty
Identifies critical Customer Experience data metrics to track on an ongoing basis
Manages internal cross-divisional and external relationships to obtain better business and customer outcomes and drive enterprise profitability
Design, develops and implements programs and policies at the enterprise/divisional level
Effectively translate and act on voice of the customer, partner, sales, operations and other feedback and research to identify and guide new improvements and innovations
Provide best practice guidelines and standards for customer experience across all touch points
Successfully manage customer relations by being a liaison between the company and the customer. The manager monitors customer satisfaction and devises ways for the company to better serve customers.
• Understand customer needs and develop plans to address them
• Identify key staff in client companies to cultivate profitable relationships
• Resolve customer complaints quickly and effectively
• Forward upselling and cross-selling opportunities to the sales team
• Promote high-quality sales, supply and customer service processes
• Aim to preserve customers and renew contracts
• Approach potential customers to establish relationships
• Gain solid knowledge of competitors
The Senior Key Account Manager, in conjunction with the Head of Key Account Management, determine and set budgetary needs for the key account department and also set the key account sales targets and strategic plans for the achievement of those targets.
Following up on leads and winning new clients.
Developing and implementing strategic plans to manage and grow accounts.
Retaining clients and building strong, trusting relationships.
Understanding client needs and identifying new business opportunities within your portfolio.
Providing superior customer service and ensuring client satisfaction.
Communicating and coordinating with internal teams to deliver solutions.
Identifying opportunities for improvement and proposing new tools and processes.
Supporting sales teams to improve their performance and reach targets.
Developing and maintaining excellent knowledge and understanding of our business, offerings, competitors, and industry.
Senior business development managers use extensive industry knowledge and heightened strategic planning abilities to assist businesses in making decisions that can promote growth and success. They create strategic plans, determine customer requirements and examine the commercial potential of products and services
Accountable for maintaining effective customer service throughout an organization. Highlighting duties listed in the Director of Customer Service Resume are - engaging internal and external customers through effective service, taking ownership of customer issues, following or backing-up customer problems, deploying strategies in favor of company’s goal, maintaining records of every customer service actions, analyzing statistics, recruiting and mentoring customer service agents, controlling resources, managing budgets and maintaining orderly workflow.
GM of financial and administrative Mar 2010 -
Drive best practices in finance, administration and human resources management within the organization to maximize efficiency and growth.
Human Resources Director Jan 2009 - Mar 2010
l plan, lead, direct, develop, and coordinate the policies, activities, and staff of the Human Resource (HR) department, ensuring legal compliance and implementation of the organizations mission and talent strategy.
courses: Certificate of Program on negotiation From Harvard Law School 2018 Strategic Marketing, Brand Management & Public Relations London training for excellence 2017 HR Management, Development &OD Certified Specialist (ACAC) American Council for Accredited Certification
