Experience

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  Knergy Nutrition Consultancy

  • Kuwait

  • Operations Manager

    • Jan 2023 - Present
    • Kuwait

    Enlarge sales revenue and customer satisfaction by leading the operations of:• E-Commerce operations• FMCG operations•Healthy fresh food dispatching•Online sales•call center, Reservation and tele sales operations•Gym department•VIP (sales, follow up & customer care)•digital marketing channels (API)•Customer service, Guest relations, and Reception departments•Complaints and customer retention department•support services department•acting as the branch manager•manage all branch financial, legal, HR and WFM issues

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  New Mowasat Hospital

  • As Salimiyah, Kuwait

  • Head .CRM

    • Jan 2021 - Jan 2023
    • As Salimiyah, Kuwait

    •startup a new CRM Software & CC IP Telephony System• online booking and reservation management• meet sales targets (number of patient reservation VS targeted) for each department• enlarge sales by follow up with previous patients and target new • Startup a new Contact Center system, scripting, IVR, and CRM platform (full solution).• set the strategic and operational plan including all performance KPIs and incentive program.• set the IVR tree, AI, SLA, NPS and voice module with skill set, call routing priorities, quality controlplan and KPI. •build customer journey on voice and digital channels to develop the CX and revenue.•monitor the website traffic to headhunt customer in the suitable page and time to offer service or sell.• hire, train, and manage the Contact Center & digital channels work force with scheduling.• supervise the call flow trends and digital communication channels API (Live chat, WhatsApp, E-Mail booking, Web booking, App booking) to analyze conversion rates and improve the customer experience & revenue.•manage the department HR issues.•Soft skills, leadership, and communication skills trainer (junior & senior level)

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  Rahma international

  • Kuwait

  • Manager. CRM and business analysis

    • Dec 2014 - Jan 2021
    • Kuwait

    •set and maintain all customer care departments plans (strategic & operational) including (customer service, contact center, digital channels communication)•Market research, analysis & ranking •Digital channels communication & social media managing•CX & and customer journey tracking with analysis, reporting•determine, prepare and Implement needed training program (Soft skills, leadership, marketing, sales, planning and communication skills for (junior & senior levels)•Forecasting and SLA maintenance•Customer relation development•NPS and loyalty programs analysis•Customer surveys analysis•Quality control & IVR modifications •Set calls' scripts and surveys' scenarios•Monthly complaints analysis to fix the problems' roots•Monitoring the monthly call flow trends (in and out)•involved in internal auditing with ISO 9001:2015 rules•Financial reports and data analysis, SLA equation, Forecasting•net promoter score (NPS), customer surveys and loyalty programs analysis•communicate with outside offices’ managers (41 overseas office) to collect their business data•set the annual and quarterly targets based on the strategic goals•review the strategic plan achievement VS targets monthly/quarterly•present all strategic plan results for top management monthly•make sure that all business is on track along with strategic plan•analyze overall organization performance and sales revenue, P&L•Startup a new Contact Center system, scripting, IVR, KPI (AHT, NR, HOLD, tardiness, SLA... Etc) •Data analysis, WFM, reporting, scripting, SLA equation, Forecasting

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  Namaa Community development

  • Kuwait

  • strategic planning and business analysis consultant (Part-Time)

    • Jan 2015 - Jun 2018
    • Kuwait

    •modify the current strategic plan (2014-2018) and prepare the new one (2018-2022) by (fifer module) in coordination with board chairman, community and top management •SWOT analysis.•EFAS and IFAS analysis.•implement growth strategy•train board members and top management on strategic planning • attending board members’ meetings • set the operational plan to the end of 2018 based on the strategic goals, mission and vision • set the suitable organization KPI • 360’ functions’ management of all that operations, sales, analytics, marketing, Customer Care, and project management• set marketing goals based on market research/ CST needs • categorize CST based on (age, gender, purchases, geography, interests, behavior…. ETC) • reprice all products and create new sales bundles meet each CST category to improve revenue• filtrate current CST database and stop all kinds of junk ins to stop junk outs data• monitoring implementation of both plans (strategic & operational)• Analyze the results and escalate analytical reports to top level management with suggested actions • set milestones to measure results or any crashes needed (money or time crash)• Monitor marketing conversions VS customer actions• compare results with forecasted • monthly, quarterly and yearly reports• set and maintain internal departments' policies and procedures in coordination department heads

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  public service company kuwait

  • Kuwait

  • director. Business process outsourcing (BPO) subsidiary GM B2B

    • Apr 2011 - Dec 2014
    • Kuwait

    •Set and implement (strategic & operational) plans with financial budgets along with sales targets (long and short terms)•implement growth strategy•analyze P&L to improve profit •Prepare Quotes and business offers including direct and indirect expenses, profit margin for B2B outsourcing solutions •Meet with stakeholders, open new markets with new clients and supervise the external project managers •Manage in-house and external projects (performance, efficiency, achievements) and compare it with targeted KPIs•Set and maintain KPIs for each project based on business needs and targets.•Forecast and analyze data VS budget figures on a weekly and/or monthly basis.•Present company services & solutions to the potential customers (governmental & private sectors) •Provide Outsource customer service and contact center training as well as all soft skills, marketing, sales, and planning •Reviews the performance of staff, identify training needs then plan and execute training sessions.•Coordinate staff recruitment, job advertisements, JD, training, financial issues, in coordination with group HR.•Record statistics, user rates and the performance levels and prepare reports.•Coach, motivate and retain staff, coordinate bonus, reward, and incentive schemes.Successful story projects:▪ VIVA, MOH, Bridgestone and ABBOTT Call Centers▪ Started up PACI Contact Center

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  Vodafone Egypt

  • Egypt

  • Call Center supervisor

    • May 2005 - Jan 2011
    • Egypt

    ▪ Maintain the daily operation of service level, adherence, conformance, attendance, availability, productivity, and quality.▪ Official soft skills and communication trainer for current staff and newcomers.▪ Ensuring that call center standards are maintained and complied with industry threshold through AHT, NR, Hold, DN, occupancy, shrinkage & short calls.▪ Hiring full call center team for local and international call centers, as well as all internal transfer problems related to the outsourced call center services.▪ Responsible for detecting and investigating both consumer and corporate fraud cases accurately and in a timely manner to keep customer satisfaction in line with the CRM program.▪ Monitor the usage behavior of local and roaming customers to prevent loss of revenue.▪ Any privileges abuse from staff as well as customers too.▪ Generate daily and periodic reports covering all investigations and highlighting potential risks.▪ Set and modify (skill set) as per call flow and manpower availability or situational crises.▪ Acting as all Vodafone floor managerto handle any global problem by communicating with the concerning teams and monitor the service level of all customer segments (34 million customer) ▪ Handle customer's escalated calls.▪ Responsible of adjusts the lines which have problems in (rate plan – dates – balance dispute)▪ Responsible for improving customer service level of satisfaction.▪ Communicate effectively with customers to resolve their concerns/complaints in a positive manner.▪ Conduct monthly meetings with the team to communicate critical personnel and business needs to the group, develop and coach the team through meetings and development plans.▪ Ensure employees over time schedule is set according to business needs.▪ Develop floor agents by setting (action plans, coaching and one to one meetings) either in product knowledge or organization behavior.

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  Raya Holding for Financial Investments

  • Egypt

  • Contact Center Team leader

    • Jan 2000 - Jan 2005
    • Egypt

    manage team of call center agents