Alain Rizk, Mba Email & Phone Number

Laval, Quebec, Canada

• In charge of streamlining the interaction with customers, I am working with various stakeholders to develop those customized solutions needed to drive a successful customer-focused strategy. I am pushing towards a.
• Managing the Mauritius team
• Defining the customer journey map and its related processes
• Negotiating the resolution of major complaints: letters of formal notice, chargebacks etc.
• Conducting customer refunds
• Monitoring third party pickups for fraud preventionAchievements

Lebanon

Provided a series of workshops on Leadership, communication and the customer journey. Last project: Led Purple Onion, a dedicated catering group of 5 restaurants, into sustaining a positive cash flow.

Offshore - MENA

Established an offshore sourcing and consulting network specialized in business development, service enhancement and value chain management across the MENA regionMy primary mandate was to set up and maintain strong networks of renowned manufacturers, brand owners and exclusive distributors of high-quality products that can bring to partners “the best value.

MENA

• Led the group into Lean management by analyzing, controlling and continuously improving each aspect of the customer promise against a series of measurable benchmarks
• Mapped the CRM software development requirements for a profitable customer-centric approach
• Drew up and managed budget forecasts for the implementation of targeted projects
• Developed a complete set of customer experience dynamics allowing for the maintenance of detailed scorecards against KPIs
• Created corrective action management tools linking hands-on findings from continuous control, complaints, and operational requirements, to quality auditing records for centralized follow-up
• Set up a thorough complaint management system with reporting to ensure service excellence and continuous customer satisfaction

Lebanon

• Restructured the shared customer service department of 7 well-known regional media
• Revamped the whole set of customer service procedures
• Implemented a complete reporting system for the Call Center, Quality Control and Back Office units
• Supervised the launching of the CISCO telephony system for optimal call center customization
• Worked on coordinating the different departments’ activities and on aligning their targets. Created contests and implemented performance incentive plans accordingly
• Worked closely with Human Resources – training existing personnel and recruiting new staff – to meet corporate standards and reach targeted levels of customer service excellenceAchievements

Montreal, Canada Area

• Led and motivated a team of 20 customer service agents
• Developed employees’ knowledge and skills through coaching and training
• Ensured compliance with corporate policies and proceduresAchievement
• Ranked 2nd among 11 teams after only 4 months on the job

Lebanon

• Managed customer relations and ensured inter-departmental coordination
• Produced comprehensive statistical market analysis, providing a clear picture of profitable market segments, market developments, key trends and the positioning of major competitors
• Cultivated a personalized service culture with continuous assessment of customer satisfaction
• Monitored departments’ activities in relation to Key Performance Indicators (KPIs) and acted on deviations accordingly
• Recruited qualified personnel and supervised their trainingAchievementsCRM Manager
• Developed a personalized reporting system based on Key Performance Indicators to align service level objectives with clients’ expectations. Year-end customer satisfaction improved by 17%

Lebanon

• Managed a portfolio of 35,000 customers
• Identified potential fraud or risk and acted accordingly
• Performed a targeted control on customers’ airtime consumption
• Resolved complaints through effective follow-upsAchievements
• Appointed as “Interim Head of Risk Department” in the absence of the acting manager
• Assigned to the “Keep Watch on Competition” project

Master Of Business Administration (Mba), Business Administration And Management, General

Activities and Societies: Member of the Concordia Chapter of Beta Gamma Sigma, the prestigious Honor Society for elite international.

Bachelor Of Business Administration (Bba), Marketing

Activities and Societies: Member of the marketing club● Area of specialization: Marketing ● Business project: Market research assessing.