Hani T. Omar, Ccxp Email and Phone Number

As a Customer Experience Consulting Manager, I have worked mainly on projects with government entities in KSA, transforming client objectives into actionable strategies that enhance customer experiences. By collaborating with clients, I understood their business goals and challenges, conducting thorough assessments and data analysis to identify improvement areas.Managed a team of consultants and senior consultants to deliver streams that included channels assessment, gap analysis, voice of customer, journey mapping design, and customer experience culture and strategy, while ensuring timely and budget-compliant project execution.

Responsible for the overall customer experience at sporter.com, online and offline, across all touch points for customers in GCC, to achieve the WOW vision of sporter.com.Managed Customer Experience strategy, culture, design and Voice of Customer (VOC). Moreover, responsible for the operational side of the business in terms of stock, inbounding, orders fulfilment and last mile delivery.Achievements:• Orchestrated the creation of the Customer Experience function, growing the team to 50 agents.• Built a Nutrition team under Customer Experience to offer nutritional consultations to customers.• Managed orders processing and customer support across all touchpoints with customers including phone calls, emails, social media, live chat and WhatsApp. • Established Call Center KPIs, reporting and quality monitoring.• Rolled out VOC program and Customer Experience surveys to collect customers feedback, working on root cause analysis to achieve an NPS of 65 and CSAT of 92% for delivery and customer support.• Introduced a Customer Experience strategy that was integrated with Sporter business strategy.• In collaboration with Head of HR, built the foundation of a Customer Experience culture that started with new recruits onboarding, employees training and performance evaluation KPIs.• Successfully introduced Sporter retail concept and rolled out the pilot store to deliver USD 600,000 per year and an annual growth rate of 30%.• Played a key role in developing expansion plans to new markets, including Morocco, Russia, and China. • Led the establishment of local entity in Egypt and facilitated call center outsourcing.• Acted as part of the team which established the back-to-back model within the business.• Relocated to Dubai to manage warehouse operations, fulfilment and logistics, with daily average of 600 orders and stock of more than USD 4 million.

Responsible for all customer facing activities and the overall customer experience in the Saudi cluster (Jordan, Saudi Arabia, Kuwait, Bahrain, Iraq and Yemen) previously, and Jordan cluster currently (Jordan, Kuwait and Iraq) across all touch points. And to ensure that Safmarine brand identity comes through strongly in all customer interactions.Managed to improve NPS and brand delivery by 37%, increase invoice quality up to 97% across the cluster, through focus on root cause analysis, processes improvement and strong collaboration with offshoring partners in India, Philippines, Belgium and the head office in Denmark.Acted as a project manager for the cluster and managed several projects in the areas of offshoring, streamline and customer service improvement, in terms of defining and managing scope, timeline, risk and stakeholders to achieve deliverables.As a member of the cluster leadership team, played a significant role in planning and building customer experience and commercial strategies to secure volumes, achieve targets and scorecards for 4 years in a row.Among other responsibilities:• Managed customer service requirements for all import, export and cross-trade bookings, documentation and customer service counter.• Executed efficient processes in accordance with global policies and SOPs, and conducted process improvement using Lean and Six Sigma methodologies, where possible.• Promoted and managed off-shored or outsourced services. Consciously kept looking at ways to offshore all non-value adding tasks to shared service centers, in order for front line staff to be able to handle more of commercial activities.• Continuously delivered and improved on process measures, result measures KPIs and other targets such as longstanding equipment, customers’ outstandings, counter service turn time, mail turn time, NPS and invoice quality.• Handled the customer experience survey, net promoter score and managed results and action plans.

Recruited to establish, design and implement a comprehensive customer experience program within retail banking, and spread the service culture in line with the bank’s mission, vision and brand proposition.• Established branches and call center service standards and designed related manuals.• Established a comprehensive complaints management system, and then reviewed complaints root causes, identified service gaps and drove improvements within business area. • Designed and provided more than 250+ hours of Customer Service, Complaints Handling Skills, Communication Skills, and Phone Etiquette training for all branches and call center staff.• Designed and managed the mystery shopping program.• Suggested and designed incentives and corrective actions plan.• Initiated several motivational programs for branches staff.• Visited branches regularly and conducted coaching and counseling sessions for staff with service deficiencies. • Developed, monitored and enhanced customer related transactions, TAT’s and workflows.• Analyzed retail banking major processes to identify improvement opportunities, using six sigma tools to map and identify waste and non-value added requirements and resources, for the purpose of increasing customer satisfaction.