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Yousef Kamal, Customer Experience Quality Control Senior Specialist

Yousef Kamal

Customer Experience Quality Control Senior Specialist·VIVA

Kuwait

Bachelor's degree, Philosophy, with Minor in Management Administration

Work experience

Total years of experience: 22 years, 5 months

Customer Experience Quality Control Senior Specialist

January 2016 - Present

VIVA

Al Kuwait, Kuwait

January 2016 - Present

"Manage customer feedback by covering the channels where customers can voice their concerns & issues - Create & Develop customer touch point experience- Responsible for handling objectives and initiatives for strategy updates - Responsible for revamping customer facing processes -follow up product and service offering from the competition and how it impacts us & monitor social media channels ".

Company industry:
Telecommunications
Job role:
Quality Control

Training Specialist ( Trainer )

March 2010 - December 2015

VIVA Kuwait Telecom Company

Al Kuwait, Kuwait

March 2010 - December 2015

Responsible for delivering company policies, procedures, products & services knowledge to the employees, supervising work-flow quality, creating the training courses and knowledge tests, participated in hiring process and interviews, and developed training knowledge & working systems.

Company industry:
Telecommunications
Job role:
Training and Development

Executive Sales Officer

January 2009 - February 2010

Wataniya Telecom Company

Al Kuwait, Kuwait

January 2009 - February 2010

Responsible for processing the sales and provided customer service as well. Dealing with customer daily needs.

Company industry:
Telecommunications
Job role:
Sales

Customer Relationship Officer

June 2006 - January 2009

National Bank of Kuwait (NBK)

Al Kuwait, Kuwait

June 2006 - January 2009

Sales Representative (loans, credit cards, fixed bonds) and was responsible for dealing with customers' needs on a daily basis.

Company industry:
Banking
Job role:
Customer Service and Call Center

Customer Care Representative (Call Center)

February 2005 - June 2006

Zain Telecom Company

Al Kuwait, Kuwait

February 2005 - June 2006

Responsible for customer care as a call center agent. Dealing with customer needs in a daily basis. Deliver company products to the customer . Solve customer problems.

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Training Coordinator

January 2004 - February 2005

Kuwait University

Al Kuwait, Kuwait

January 2004 - February 2005

Created training plans for all the departments according to the employees' needs.

Company industry:
Primary, Prep, & Secondary School
Job role:
Training and Development

Education

Kuwait University

June 2004

June 2004

Bachelor's degree, Philosophy, with Minor in Management Administration

Kuwait

GPA (point): 2.90 out of 4

GPA (point): 2.90 out of 4

Skills

Training
Expert
Training
Expert
Customer Service
Expert
Customer Service
Expert
Banking
Expert
Banking
Expert
Management
Expert
Management
Expert
Leadership
Expert
Leadership
Expert
Training of Staff
Expert
Training of Staff
Expert
Leadership Skills
Expert
Leadership Skills
Expert
Create Company Police,Procedure ( Customer Care)
Intermediate
Create Company Police,Procedure ( Customer Care)
Intermediate
Create Kuowledge Tests
Expert
Create Kuowledge Tests
Expert
Specialist on Customer Care Coaching
Expert
Specialist on Customer Care Coaching
Expert
Create Soft Skills Training Courses
Expert
Create Soft Skills Training Courses
Expert
Develop Training Manual
Expert
Develop Training Manual
Expert
Training
Expert
Training
Expert
Customer Service
Expert
Customer Service
Expert
Banking
Expert
Banking
Expert
Management
Expert
Management
Expert
Leadership
Expert
Leadership
Expert

Languages

Arabic
Expert
English
Expert

Memberships

Scinece Club

Member and then Trainer

January 1992

Training and Certifications

Training
Mini MBA
Baker Tilly
Aug 2015
Persuading Others
Harvard Business publishing
Nov 2012
Negotiating
Harvard Business publishing
Nov 2012
Process Improvment
Harvard Business publishing
Oct 2012
Presentation Skills
Harvard Business publishing
Oct 2012
Customer Focus
Harvard Business publishing
Nov 2012
Seven Quality Tools
Alpha Training HRD Academy U.K
Mar 2011
Leadership Skills
Alpha Training HRD Academy U.K
Mar 2011
Course to Educate and Developed the Specialist in Training
Kuwait University
Jan 2005
Strategic Planning
Alpha Training HRD Academy U.K
Mar 2011
The Future leader
Kuwait University
Jun 2005
Introduction to information technology
Kuwait University
Apr 2005
Relationship Management Program
Institute Banking Studies
Jan 2007
Coaching Through Persuasive Communication
Masher Training Company - Workshop
Jun 2012
Train The Trainer Program
Alpha Training HRD Academy U.K
Mar 2011
Focus: Achieving Your Highest Priorities
Franklin Covey
Sep 2011

Hobbies

  • inventing Machins