Operational Excellence Manager

• Feb 2022 - Present

- Revamped and managed the whole IVR tree to include self-services and automation tweaks. - Developed and managed a chatbot on webchat and FB messenger. - Created and managed the Voice Of Customer committee that helped direct the company's objectives towards customer centricity. - Worked closely with product team on company-wide approaches that move towards automation. - Worked closely with all heads of functions to evaluate and revamp all internal policies to ensure operational… Show more - Revamped and managed the whole IVR tree to include self-services and automation tweaks. - Developed and managed a chatbot on webchat and FB messenger. - Created and managed the Voice Of Customer committee that helped direct the company's objectives towards customer centricity. - Worked closely with product team on company-wide approaches that move towards automation. - Worked closely with all heads of functions to evaluate and revamp all internal policies to ensure operational excellence. - Developed a 2-year growth plan including headcount, seats, cost and all supporting functions. - Conduct multiple researches on software and hardware used within customer operations functions.

Customer Happiness Team Lead

• Jun 2019 - Feb 2022

- Developed the call center team from scratch. Including hiring, bonus scheme development, cross departmental communications and knowledge base. - Started an in-house social media moderation team with collaboration with the marketing department. - Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. - Followed-through on all critical inter-departmental escalations to increase customer retention rates. - Compiled… Show more - Developed the call center team from scratch. Including hiring, bonus scheme development, cross departmental communications and knowledge base. - Started an in-house social media moderation team with collaboration with the marketing department. - Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. - Followed-through on all critical inter-departmental escalations to increase customer retention rates. - Compiled customer feedback and recommended service delivery improvements to management. - Trained staff on operating procedures and company services. ** Acted as head of department for 6 months. In which: - Worked on several special projects such as cost per interaction, user compensation matrix and department overall performance for investors. - Involved with the A team in company strategy and plans.

Operations Specialist (Team Lead)

• Oct 2017 - Apr 2019

- Managed schedules, accepted time off requests and found coverage for short shifts. - Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills. - Developed monthly and daily production output plans to deliver on customer service and financial metrics. - Worked with team members to improve performance and implement training updates. - Assigned daily employee tasks and monitored activity and completion. -… Show more - Managed schedules, accepted time off requests and found coverage for short shifts. - Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills. - Developed monthly and daily production output plans to deliver on customer service and financial metrics. - Worked with team members to improve performance and implement training updates. - Assigned daily employee tasks and monitored activity and completion. - Established open and professional relationships with international stakeholders and peers.

Community Support Specialist

• Sep 2016 - Oct 2017

- Detailed program operations and participant activities with comprehensive recordkeeping. - Monitored social media and online sources for industry trends.

Senior Member Of Technical Staff

• 2013 - Jan 2017

It was including : -ُExchanging Expriences Between Experts and Students in college. -Arranging Yard Field Trips For students . -Gaining More and More Expriences From Petroleum Engineers and Geologists . -Facilitating Internships and career Process between Students and Petroleum Companies It was including : -ُExchanging Expriences Between Experts and Students in college. -Arranging Yard Field Trips For students . -Gaining More and More Expriences From Petroleum Engineers and Geologists . -Facilitating Internships and career Process between Students and Petroleum Companies

Customer Service Representative

• Jan 2016 - Jul 2016

Summer Trainee

• Jul 2015 - Aug 2015

Gained so much field experience onshore and offshore and learned a lot about the oil rig. Worked with various service companies. Attended Wirelines and LWD. How to react when a pit is stuck. Gained so much field experience onshore and offshore and learned a lot about the oil rig. Worked with various service companies. Attended Wirelines and LWD. How to react when a pit is stuck.

Trainee

• 2014 - 2014

It was a Great Exprience For me Visting That Yard Gained Great Exprience In Well Logging and It's Methods. How Can Geologists and Engineers Can deal with Casing Process During Drilling . It was a Great Exprience For me Visting That Yard Gained Great Exprience In Well Logging and It's Methods. How Can Geologists and Engineers Can deal with Casing Process During Drilling .