‫خليفه مال الله

Results-driven management professional with more than seven years of progressive experience in contact center operations, workforce management, performance excellence, quality assurance, and corporate communications. Proven ability to lead teams, improve service levels, manage operational performance, deliver cross-functional projects, and develop public relations strategies that strengthen organizational reputation and stakeholder engagement.

Head of Public Relations & Corporate Communications at Insan Charity (2024-05 – 2025-05)

• Led the charity's public relations and corporate communications function, strengthening brand positioning, public trust, and community engagement.
• Developed and executed media, communications, sponsorship, and stakeholder engagement plans across local and regional channels.
• Managed relationships with sponsors, donors, partners, government entities, and media representatives to support initiatives, events, and fundraising objectives.
• Directed press releases, social media campaigns, executive correspondence, promotional content, and periodic reports for senior management and the Board.
• Coordinated high-profile events, conferences, podcast sponsorships, official visits, and media coverage in alignment with the charity's mission and values.
• Oversaw crisis communications and cross-department coordination, while guiding the PR team to deliver clear, consistent, and high-quality messaging.

Assistant Manager - Contact Center Performance & Excellence at Ahli Bank of Kuwait (ABK) (2021-04 – Present)

• Lead workforce, performance, quality, training, and back-office oversight to achieve service-level, customer experience, and operational efficiency targets.
• Direct scheduling, forecasting, real-time management, capacity planning, and workflow allocation to maximize resource utilization and maintain SLA performance.
• Conduct monthly performance and feedback meetings, coach team members, resolve operational issues, and escalate critical risks when required.
• Ensure timely completion of quality assessments, training plans, back-office requests, complaint handling, and operational reporting.
• Manage contact center transformation initiatives and technology projects, including IVR, agent desktop, Finacle integration, ITM, mobile engagement, fraud detection, TPIN, chatbot, voice biometrics, blacklist controls, and IVR surveys.
• Maintained a "Far Exceeds Expectations" performance rating for four consecutive years.

Workforce Management & Excellence Officer at Ahli Bank of Kuwait (ABK) (2020-01 – 2021-04)

• Calculated and monitored service level, occupancy, abandoned rate, attendance, payroll inputs, and individual performance scorecards.
• Prepared forecasts and shift schedules, tracked workforce adherence, supported emergency staffing, and managed absence requirements.
• Evaluated agent calls, trained new employees, and led the training and development committee.

Senior Call Center Agent at Ahli Bank of Kuwait (ABK) (2019-05 – 2020-01)

• Handled complex customer enquiries and supported frontline agents while maintaining service quality and compliance standards.

Call Center Agent at Ahli Bank of Kuwait (ABK) (2019-01 – 2019-05)

Diploma in Marketing – American College of the Middle East (2018)