I am a Customer Service/Customer Support Manager with more than 14 years of experience in the Customer Relationship/Sales-Telesales/ Customer Happiness /Customer Service /Call Center/ Complain /Event Manager
Field in GCC region. I am currently seeking for a new job opportunity,
Customer Happiness Manager
at TPconnects Technologies Airlines and Travel Agencies to Retail Travel
February 2018 - at Present
• Improve customer service experience, create engaged customers and facilitate organic growth • Take ownership of customers’ issues and follow problems through resolution • Analyse statistics and compile accurate reports • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment • Keep ahead of industry developments and apply best practices to areas of improvement • Control resources and utilise assets to achieve qualitative and quantitative targets • Adhere to and manage the approved budget • Maintain an orderly workflow according to priorities
After sales service Manager
at Al Baddad International
May 2016 - January 2018
• Train, motivate, and lead after sales teams to achieve set objectives and targets. • Maintain contact with clients to obtain customer feedback regarding product/service quality. • Assist clients in resolving issues and complaints concerning purchased products or services. • Build and establish good work relationship with clients to facilitate increased patronage and revenue. • Monitor contract details to notify clients of pending expiration and help process renewal. • Organize promotional and marketing campaigns to create awareness and product publicity. • Supervise the operations of after sales teams to ensure set targets are met. • Develop and implement strategies effective for ensuring a satisfied clientele and increased returns.
Customer Experience Manager
at Sell Any Car.Com
February 2014 - March 2016
Building great customer service. • Hiring customer servies team. • Setup customer servies software. • Developing plan, conducting variance analyses, processing call center project financial plans. • Preparing status report and traffic reports • Review customer complaints • Track customer complaint resolution • Handle complex and escalated customer service issues • Monitor accuracy of reporting and data base information • Identify and implement strategies to improve quality of service, productivity and profitability • Training team on Customer service, soft communication skills, negotiation. • Preparing KPI’s according to the world-class standards • Adjusting “real time" to fluctuations in volume, handle time, adherence, etc. • Identifying pitfalls and correcting them for a high ROI • Inbound phone service as well as inbound phone service metrics. • Recruiting, hiring, training skills and knowledge verification.
Call Center Supervisor
June 2009 - January 2014
Leading the Customer Services Team for the UAE including managing the Contact Centre with over 95 team members for the largest E-commerce organization in the Middle East, across all key areas of Strategy, People and Processes, Technology, end-to-end Customer Engagement and Experience, Order Management, Delivery, Logistics and Supply Chain, Training and Quality, Daily Operations, Service Levels, and Channel Partner Relationships such as leading telecom operators like Du. • In addition to heading the UAE Team – reporting directly to the Regional Customer Services Director – I lead on key strategic Customer Services projects for SOUQ.com across the region for all change management roll-outs including new systems, processes, service metrics, infrastructure, product and content and quality and training initiatives. • Direct reports include two supervisors, eight team leaders, and one QA and Training Lead, .
Customer Relationship manager
at Union National Bank
March 2007 - February 2009
• Responsible for the overall leadership, sales force, service, compliance, operation and financial goals. • Responsible for driving branch performance results with a strong individual sales performance and through direction, leadership, and execution of superior service and sales behaviors and activities by the entire team in order to meet/exceed 100% of branch sales goals • Assist and backup branch manager in term of sales and service & daily activities • Ensure customer satisfaction, error free transaction by supporting & overseeing the activities of the frontline staff • Assist the relationship officers to achieve their targets and contribute toward overall business goals by referring business, • Responsible for making sure that the work flows run smoothly and all positions are covered during vacation periods
Sales product -Team Leader
at QATER NATIONAL BANK
December 2005 - March 2007
• Providing to individual customers full and brief information of all current products like all types of existing loans, credit cards, investments and accounts, assisting existing clients with their bank needs. • Maintaining the business relationships with corporate clients by telephone. • Demonstration of the product to the customer; to create a vision of the product as needful for the client • Convincing the customer: explain the benefits of our product & how much he/she will gain from this product. • Follow up the status of pending applications with the Credit Centre.
at hotel and tourism
1999 - 2005 (6 years) Muḩāfaz̧at al Qāhirah