Stephanie Allard Email & Phone Number

Dubai, Ae

United Arab Emirates

Experienced in reviewing, tracking, and analyzing customer feedback across multiple channels and platforms to enhance overall customer experience. Proven ability to collaborate with key stakeholders, both internally and externally, to identify challenges, close experience gaps, and recommend actionable improvements. Expertise in analyzing customer interactions across In-App Messaging, social media, Email, and Voice, providing insights and assurance that customer concerns are addressed. Skilled in presenting data-driven discoveries and delivering practical recommendations to improve customer satisfaction and optimize business operations. Strong operational support background, including coordination with the Online Care Team (Onshore and Offshore), consolidating information from the Virgin Mobile ecosystem to design and deliver functional training and guides on regulatory, compliance, and product matters.

Dubai, United Arab Emirates

Operational ExcellenceResponsible for the creation and delivery of functional key performance indicators that successfully achieve digital customer satisfaction across three verticalsOperational Reporting & Analysis:• Facilitate teamwork and ensure the effective day-to-day operations of the digital contact centre (Social, In-App Chats, Email and face-to-face customer handling• Day to day leadership of customer care champions, including performance management and employee engagement• Provide guidance and/or help to staff in the resolution of difficult customer questions and develop staff understanding of the problem-solving process• Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands, investigating and evaluating staffing models, and exploring impact of various staffing models on business objectives, meeting customer demand and ensuring smooth running• Responsible for administrative duties including reporting, timesheets, schedule adherence and the maintenance and enforcement of department/company policies and guidelines. Operational Digitisation:• Interface effectively with other departments to handle customer care issues quickly and efficiently• Review the staff performance identify staff training needs and coordinate with appropriate stakeholders to close knowledge gaps • Conduct ongoing meetings with team members to review performance, provide coaching and feedback Encourage a culture of excellence and customer ownership within the team by ensuring all CX the best possible service and are answered quickly and expedited in a professional manner• Act as an escalation point for customer complaints • Stakeholder management and engagement specific to payments in the processing of high-risk refundsKey Accomplishments:AI DeploymentImproved Customer SatisfactionEnhanced First Contact Resolution (FCR) RatesSuccessful Implementation of New TechnologiesEmployee Engagement and Retention