Customer Service Manager at Al-Jeriwy Furniture & Decoration (2020-01 – 2023-12)
- Communicating with other departments and developing the company's standards/level.
- Attending departmental meetings, researching company issues, and proposing solutions.
- Leading the team on a daily basis.
- Distributing tasks to team members.
- Preparing final reports at the end of each week and month.
- Developing a plan for gathering customer feedback and improving quality and service.
- Training new agents, mentoring them, and supervising junior staff.
- Handling issues/disputes with customers.
- Resolving problems faced by customers.
- Monitoring agents and their daily performance.
- Following up with the production department, checking for delivery delays, and providing solutions to customers through the customer service team.
Contact Center Manager at Try Sedalia (2023-01 – 2025-12)
- Monitoring the team's daily operations and motivating the team for optimal performance.
- Developing plans and strategies for seasonal and peak periods.
- Analyzing performance data and contact center metrics to identify areas for improvement.
- Managing and developing the contact center budget and allocating resources efficiently.
- Overseeing the selection and implementation of new contact center technologies and systems.
- Ensuring the team adheres to service quality standards and best practices.
- Communicating regularly with senior management and providing detailed reports on the center's performance.
- Managing, training, and developing contact center staff to ensure the achievement of desired objectives.
Contact Center Manager at The Bakery / factory for sweets (2025-01 – Present)
- Ensure the team adheres to service quality standards and best practices.
- Manage, train, and develop contact center staff to ensure the achievement of desired objectives.
- Communicate regularly with senior management and provide detailed reports on the center's performance.
- Monitor the team's daily operations and motivate the team for optimal performance.
- Develop plans and strategies for seasonal and peak periods.
- Analyze performance data and contact center metrics to identify areas for improvement.
- Manage and develop the contact center budget and allocate resources efficiently.
- Oversee the selection and implementation of new contact center technologies and systems.
Contact Center Team at Ali Mohammed Thunayan Alghanim & Sons Automotive (2013-01 – 2020-12)
- Resolving problems/issues faced by customers.
- Monitoring agents and their daily performance.
- Leading the shift on a daily basis.
- Distributing tasks to team members.
- Preparing final reports at the end of each week and month.
- Advising customers on vehicle status and available options for handling it.
- Training new agents, mentoring them, and supervising junior staff.
- Handling issues/disputes with customers.
- Sending a request to the service advisor to contact the customer.
Customer Care / Collections Department at ooredoo / STC telecom (2010-01 – 2013-12)
- Providing customers with the latest offers/promotions.
- Processing customer bill payments.
- Closing the branch account revenue at the end of each day.
- Adding or removing services for customers.
- Contacting customers to advise them on bill payment before it becomes a legal issue.
- Auditing customer lists daily.
- Processing customer bill payments via (credit and debit card).
- Uploading monthly reports for closed accounts.
- Creating a plan for each case individually.
