Country Customer service leader
Flow progressive logistics
Total years of experience :17 years, 11 Months
Leading country resolution team (customer service team) which include:
• follow up with the team on customer complaints to close and resolve within the company goal (2 days) on weekly/monthly biases.
• Follow up with operations on cases and complaints to be closed.
• Handle escalated complaints by MCI, social media.
• successfully achieve main KPI of the department for the first time by closing customer complaints within the agreed SLA (SLA was 92%cases to be closed within 2 days our team achieved 96%).
• successfully achieve the agreed SLA in IKEA CRM by reducing the AVG aging to less than 1 day.
• acting as CRM admin (managing users, creating views - solve users issues in CRM)
• Hold a weekly meeting to follow up with all CS teams (country) on their performance in CRM to ensure they achieve the SLA, and total country resolution performance enhanced due to that to be between 80% to 84% (Goal was 85%).
• be the data analysis in CS and the source for all reports requested from CS department by other functions or the management.
• working on Department`s projects such us:
1.customer compensation (redesign - do a system enhancment - training session
2. working methods and SOP (co-create with CX department).
3- activating SMS notifications in CRM - Designing and co-create the text messages in both Arabic and english.
4- Power BI dashboard to monitor customer service performance in CRM by reflecting all KPIs for IKEA co-workers and service providers performance in CRM.
• supervise 15 co-workers in total in 2 different departments.
• prepare the weekly schedule for both departments taking in consideration opening, closing, peak hours.
• dealing with customer`s complains (store and order complaints) and solve it.
• handle escalated cases by MCI and inter IKEA, (delegate it or handle it by myself), follow up it up until resolving, attending meetings in the ministry representing IKEA..
• scheduled as one of the store duty managers ( responsible for the entire store for a full shift, and monitor co-workers and make sure that the store is 100% functional.
• solve customer problems and deal with it according to the company policy and working method, investigate search and find the solution for the customer problem.
• Liasinging between customer call center and the home delivery service provider to coordinate and make a proper decision to solve the problem.
• being part of the team who achieved new record in IKEA Saudi Arabia by keeping the CRM system with 0 complain cases for more than 8 months in row.
• participating in the final stages of the buildup project for Salam store 503, working in a group or solo to do tasks related to the Project.
• Been selected in the second month of joining IKEA to supervise and train a total 25 new joiners on IKEA co-worker guidebook, rotate them in CR different functions ( prepare a rotation schedule, supervise, follow up with them).
• Arrange meetings and making the minutes of meetings
• schedule appointments for the CEO in or outside the office
• Do the booking for both flights and hotels in and outside the country
• prepare reports and notes about events and exhibitions taking place
• assist HR department in part of their tasks.
• administrator for the CEO and the GM beside being the record keeper for their files and important documents.
• participating in the new business opportunity for the CEO (Building materials, home automation) as an admin and project coordinator.
• Supervise a total area of 350 m2 warehouse area and total 8 team members (2 data entry 4 helpers)
• receiving items from branches and sort it and organize it in the stockroom.
• Organize and ensure all the stocked items to be gathered as groups according to sizes and colors to be ready once upon request.
• prepare the items to be sent in sales.
• Receive orders from branches, prepare their orders, ship it with courier.
• sorting and filtering the damage items in a separate area.
distend learning program