Head of Customer Service
axiomtelecom
Total years of experience :25 years, 7 Months
Join AXIOM TELECOM MVNO in KSA to ensure proper launch and management of multi-channel state of the art client services function, which aims at delivering the next generation customer service value for both customers and organization
work with one of the leading insurance companies on:
Develop a customer centricity framework.
CRM deployment framework.
Train group of the Sn. Management staff to align them with the transformation pre-requisite
Main Achievement:
Introduce Voice of the Customer Program
Improve collection rate from 60%+ to 85%.
Improve Customer Satisfaction over two years by 30%
Improve SLA from very low percentage (55%) to 90%+ in two years
Introduce an operation efficiency and cost optimization initiatives, that led into achieving all operational objective and saving 25% from the total customer care OPEX.
Increase Customer Service Relevance by introducing the value based and behavioral segmentation concept while reflecting the results on call center, show rooms and dunning processes.
Increase customer service staff engagement score by 30% in two years.
Model the Staff Sizing in all customer service function according to Marketing & Finance Inputs.
Resolve top 20 complaint from roots in two years.
Play a major rule in leading a business process re-engineering across the organization.
Introduce Value and Behavioral based segmentation, as well Customer Value Development Programs.
Key Responsibilities:
Turning around the customer service from basic concepts into advance customer advocacy, highly performing, very efficient operations, by adopting the global best practices, and aligning customer matters with the company delivery capabilities.
Instrumental in setting up contact centre, customer care budgets, organization structure and resources and formulating customer care strategic objectives, KPI’s for the smooth functioning in the organization.
Administering the transformation of the contact center from queue based into multi-skill based contact center that introduces more efficiency and improves customer experience in the organization.
Playing a pivotal role in re-engineer customer service business processes for both front office and back office for guaranteeing maximum customer satisfaction and operations efficiency in the organization by adopting eTOM guidelines.
Model the customer service staff sizing based on marketing and finance inputs.
Develop Complaint management powerful process not aiming at responding to customer complaints only, but going further to analyze root cause and resolve the top 5 complaints every 6 months.
Permanent member at the Show Rooms setup committee.
Designing and implementing initiating reward programs for early payers and restructuring of dunning processes, thereby improving the efficiency and effectiveness of account receivables.
Lead a commercial team to develop a churn compact strategy coupled with retention campaigns and implement it through the outbound contact center as well other BTL campaigns to manage the churn at acceptable levels.
Lead a commercial team to develop customer value based segmentation coupled with customer behavioral segmentation aiming at identifying top spenders for retention purposes, as well low spenders to develop their ARPU.
Successfully training the customer service staff and organization to meet the standards required for delivering the promised quality of service to the clients.
Design the customer value based segmentation leading to improving customer experience, thereby increasing the revenue from existing customers of the organization and implementing customer behavioral and clustering analysis for increasing revenue from existing base for effective working.
Successfully maintaining customer care OPEX optimization through business process automation and integrating end to end business processes, thereby increasing the revenue.
Managing corporate and strategic account in terms of building strategic long term relationships and maintaining high level of satisfaction engagement throughout the full customer life cycle.
Successfully leading a team from the whole organization to design and implement customer experience and V.O.C program aiming at understanding what matters to customers, implementing initiatives that lead towards increasing customer loyalty as well customer profitability.
Key Responsibilities:
•Successfully maintained the call center, customer care organization structure, job descriptions, KPIs, customer retention and churn management policies in an efficient and effective manner.
•Identified credit and collection business strategies in cooperation with the financial director and applied the mystery shopping quality measurement strategy, thereby enhancing the success of the organization.
•Supervised the call center staff attendance and staff allocation over the different shifts to meet the best practice in line with the company’s rules and regulations.
•Planned and formulated customer care annual budgets, optimized the call center operations to meet the best practice for reducing the running cost and executed the customer care business plan for efficient working.
•Played an essential role in defining the customer care strategy in coordination with the CEO and characterized the customer experience management strategy among various communication channels comprising of face to face, call centers and dealers of the organization.
•Initiated and appreciated maximum customer feedback and undertook customer voice management that aided in identifying customer expectations, thereby aligning organizations services with the needs of the customer.
•Deployed customer loyalty system comprising of pointing system, reward and redemption policies that help to classify the customers and thereby gave special treatment to the cream customers.
Key Projects to Credit:
•PALTEL Project: Business Analysis Manager and Project Deputy Manager.
Highlights:
•Played an essential role in leading a group of 10 employees in India to attend a two months training comprising of Siebel business analysis, configuration and administration, integration, deployment and testing methodology and a case study with Tech Mahindra.
•Successfully attended one week training on the business features and capabilities of BSCS IXR2 in India with Tech Mahindra.
Key Responsibilities:
•Instrumental in performing enterprise analysis in line with the strategic goals, objectives, project scope of the organization along with securing the client stakeholder and subject matter experts’ approval on the functional and business requirements of the organization.
•Accountable for managing the change request and new requirement with the project management and client project owner and communicated the data cleaning activities with the client and ascertaining the on-time accomplishment of project, thereby eliminated any discrepancies and delays.
•Planned the pilot project deployment, administered the final project deployment in cooperation with the solution architect, other technical staff and client project owners to avaoid bottlenecks in the future.
•Followed up the closure activities with the project manager and solution architect and managed the end user acceptance, extended training in cooperation with the appropriate internal staff for smooth functioning in the organization.
•Liaised with the technical analysis and quality assurance staff to make sure the solution meet the customer requirement and kept the client users updated with the project progress to avoid any future grievances.
•Administered working of the business analysts for conducting detailed gap analysis and collected information related to business functional requirement along with identifying the areas for improvement in enhancing workflow.
•Influential in mapping the functional requirement to the solution (Siebel and BSCS/ CRM and Billing) and innovated the high and low level design in cooperation with the technical staff and solution architect for increasing the revenue of the organization.
Key Responsibilities:
•Efficiently established customer retentions policies and strategies among different communication channels comprising of web, face to face and call center to develop loyalties in the minds of the customers.
•Effectively developed all customer interaction business processes and policies, defined the customer experience management KPIs along with the measurement and reporting mechanism to enhance smooth working.
•Designed customer loyalty and retention programs encompassing of analyzing customer data, grouping customers according to their purchasing behavior, pointing and scoring mechanism, reward and redemption policies and exit policies, thereby retaining the customer for a longer duration.
•Provided training to the new customer care representatives, call center agents and formulated customer complains procedures, analysis, KPI’s and channel reporting mechanisms in adherence to the company’s policies.
•Classified customer satisfaction measurement strategy, channel customer feedback management strategy and mystery shopping strategy to improve the customer experience.