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Ahmad Salloum profile image

Ahmad Salloum

Deputy GM, Customer Relationship Management at Al-Sayer Group Holding
Intro Book
Seasoned professional with expertise in team management and customer service.
  • Claim this Profile
Location
Kuwait City, Al Asimah, Kuwait, KW
Skills
  • Team Management
  • Management
  • Call Centers
  • Customer Satisfaction
  • Team Leadership
  • Show all
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Bio

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Ahmad Salloum is a seasoned professional with extensive experience in team management, customer satisfaction, and project planning. He has held various leadership positions in Call Centers and Customer Service departments, and has a strong educational background in Strategic Management, Information Technology, and Performance Nutrition. Ahmad is certified in coaching, interaction quality assurance, IT service management, and personal training.

Credentials

  • Certified on Coaching for Contact Center Team Leaders
    INSIGHTS Middle East
    Feb, 2022
    - May, 2026
  • Certified on Interaction Quality Assurance
    INSIGHTS Middle East
    Feb, 2022
    - May, 2026
  • ITIL Foundation Certificate in IT Service Management
    EXIN
    Aug, 2013
    - May, 2026
  • Certified PMP, Project Management Professional
    Project Management Institute - Arabian Gulf Chapter - Kuwait
    Apr, 2013
    - May, 2026
  • NCCPT Certified Personal Trainer (NCCPT-CPT)
    National Council for Certified Personal Trainers
    Jan, 2022
    - May, 2026
  • Certified Health Coach
    (ISSA) International Sports Sciences Association
    Nov, 2021
    - May, 2026
  • Certified Master Trainer
    (ISSA) International Sports Sciences Association
    Nov, 2021
    - May, 2026
  • Certified Specialist in Bodybuilding
    (ISSA) International Sports Sciences Association
    Nov, 2021
    - May, 2026
  • Certified Genetics-Based Program Designer
    (ISSA) International Sports Sciences Association
    Jul, 2021
    - May, 2026
  • Certified Personal Trainer
    (ISSA) International Sports Sciences Association
    Jun, 2021
    - May, 2026
  • Certified Elite Trainer
    (ISSA) International Sports Sciences Association
    Jan, 2021
    - May, 2026
  • Certified Nutritionist Coach
    (ISSA) International Sports Sciences Association
    Jan, 2021
    - May, 2026
  • Certified Transformation Specialist
    (ISSA) International Sports Sciences Association
    Jan, 2021
    - May, 2026
  • Specialist in Sports Nutrition
    (ISSA) International Sports Sciences Association
    Jun, 2020
    - May, 2026
  • Certified Nutritionist
    (ISSA) International Sports Sciences Association
    Jan, 2020
    - May, 2026

Experience

  • Al-Sayer Group Holding
    • Kuwait
    • Motor Vehicle Manufacturing
    • 700 & Above Employee
    • Deputy GM, Customer Relationship Management
      • Jan 2021 - Present

      Managing & directing all CRM activities via automated & integrated Multi-Channel Communications (Voice, Email, SMS, Websites, Web-Chat, Web-Forms, Web-Portals, and Social Media) including:- Contact Center Operations (Inbound & Outbound) - Social Media & Digital Communication - Telemarketing & Telesales Campaigns- Customer Database Management- Customer Surveys (Customer Experience & Market Research)- Customer Benefits & Loyalty Management (AlSayer Hayyak Program)

    • Senior Manager, Customer Relationship Management
      • May 2016 - Jan 2021

      Managing & directing all CRM & Contact Center activities via automated & integrated Multi-Channel Communications (Voice, Email, SMS, Web-Chat, Web-Forms) including:- Inbound Operations - Outbound Operations (Telemarketing & Telesales)- Customer Database Management- Customer Loyalty Management (Hayyak Loyalty Program)- Customer Surveys (Customer Experience & Market Research)

  • Alshaya Group
    • Kuwait
    • Manager - Group Customer Service
      • May 2015 - Apr 2016
      • Kuwait

      Managing and directing all activities related to systems, processes, and support services in Group Customer Service & Contact Center department, including: - MIS, Management of Information Systems - Staff Productivity - Knowledge Base, establishing full knowledge base system that provides knowledge support to all units, brands & stores.

  • Qualitynet
    • Kuwait
    • Telecommunications
    • 100 - 200 Employee
    • Manager, Call Center & Customer Care Services (Corporate & Residential)
      • Sep 2014 - May 2015

      Managing & directing all customer care services for both corporate & residential customers, including:Service Management Center (Corporate Services Support)Call Cener (Residential Services)Technical Support (Helpdesk, Field Support & Supplier Management)Customer Relations (POS, Complaints Management, Retention, Customers' Feedback Surveys)Service Delivery and InstallationQuality Control (Quality Management)

    • Manager, Call Center & Customer Care Services (Residential Services)
      • Dec 2011 - Sep 2014

      Managing & directing customer service operations for residential customers, including Service Delivery and Service Support (Customer Care, Call Center, Helpdesk, Technical Support, Field Support, Supplier Management & Quality Management)

    • Manager, Customer Relations
      • Dec 2009 - Dec 2011

      Managing & directing customer service operations, focusing on Customer Relations activities including: Service Delivery and Installation, Complaints Management, Churn Management, Customers' Retention, implementation & analysis of Customers' Feedback Surveys and to ensure customer satisfaction through continuous process development of all customer service operations

  • Kuwait Telecommunication Company (stc)
    • Quality Control Specialist
      • Jun 2009 - Dec 2009

      Part of Performance management, engaged in the process of evaluating Customer Care/ Call Center staff through calls quality monitoring, staff coaching, and providing training courses on calls handling techniques.

  • Qualitynet
    • Kuwait
    • Telecommunications
    • 100 - 200 Employee
    • Supervisor, Call Center (Quality Control)
      • Nov 2006 - May 2009

      I've been assigned to design & develop all processes, procedures & activities related to Call Center Quality Control based on call center's best practices

    • Supervisor, Call Center & Technical Support
      • Aug 2000 - Oct 2006

      Organizing and directing the daily activities concerned to the Call Center’s operations including Technical Support & Field Support. The main responsibility was to manage, train, and guide staff to execute their tasks. By resolving problems and complaints, I could support the team. Also to monitor agents' performance and calculate call center performance, and analyze reports, and prepare & develop schedules to control adequate staffing levels.

Education

  • 2010 - 2014
    Maastricht School of Management
    MBA, Strategic Management
  • 2004 - 2009
    Arab Open University (AOU)
    Bachelor of Science (BS), Information Technology and Computing
  • 2023 - 2025
    Leeds Beckett University
    Master of Science - MS, Clinical Nutrition/Nutritionist
  • 2022 - 2022
    Institute of Performance Nutrition
    Postgraduate Diploma, Performance Nutrition

Suggested Services

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Industry Focus. “Motor Vehicle Manufacturing”

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