Sawsan Al Barakati

Effectively managed day-to-day Front and Back-End Operations Customer Service Department for both Virgin and FRiENDi Mobile
Brands. Created, edited, and altered Customer Service Strategies, Processes and Procedures
➢ Patterned and routed all Customer Experience related issues highlighted by Internal & External Customers, in coordination with
Marketing and Digital Teams in KSA. Designed, and altered CS Team KPIs to match the Department KPIs and Goals
➢ Conceptualized and created a Customer Experience Strategy in line with customer demands and changing technology trends
➢ Created Digital Experience and drove Digital Transformation in accordance with Virgin KSA's strategy
➢ Achieved and exceeded growth, goals and objectives by building long-term relationships and offering flexible solutions to customers
➢ Led and managed CS Workforce, CS Complaint Department and monitored CS Team Performance (QA)
➢ Administered Process and Strategy Development, Trainings, Recruitment, Workforce Scheduling and Quality Assurance Reporting
➢ Worked with multiple teams across many countries and varied skill sets.
Customer Care Knowledge Coach (