- AlTaMiMi

A leading and motivating Contact Center and Customer Service Manager with over 15 years of experience in building and leading high-performing teams and transforming customer service operations. Specializes in increasing customer satisfaction rates (CSAT/NPS), improving operational efficiency, and integrating digital solutions (such as Chatbots and automation) to reduce operating costs and boost productivity. I aim to leverage analytical and leadership skills to drive a customer-centric culture and achieve strategic business objectives.

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.

Law – College of Business Studies (2020-01 – 2023-12)

Diploma – The Public Authority for Applied Education and Training (PAAET)