Hussein Abugarad Email & Phone Number

Texas, United States

Texas, United States

• Consistently maintained call center service levels at an average of 94-96% by diligently meeting service metrics, including handle time, customer Net Promoter Score (NPS), and dollar collection. Additionally, proactively addressed discrepancies within the team and department to ensure optimal performance.• Managed a team of fourteen agents, overseeing daily escalations and providing regular support. Focused on ensuring consistent attendance and schedule adherence on a daily basis.• Implemented over five new initiatives in the call center aimed at improving data analysis, customer service levels, employee engagement scores, overall team performance, and adherence.• Actively contributed to multiple projects focused on enhancing overall performance and metrics reported to the board of directors. These initiatives included process improvements, employee retention strategies, and annual event planning, all aimed at driving positive outcomes and elevating the organization’s success.

United Arab Emirates

• Improved group’s service levels to 45% NPS from -11% within the first year. Positioning Business Banking team as one of the top performing groups across the organization since 2014. • Reduced customer requests’ errors rate from 25% to 3% by embedding service targets into 500+ employees’ objectives, monitored their KPIs, and regularly trained new and existing employees on business procedures and policies.• Maintained the position of number 1 Bank in Customer Service in the country since 2015, by reporting results and plan service recovery directly with Group Heads using Live “Service Score Card” system.• Increased employees’ engagement levels to 95%, by running focus groups and ensuring actions plans are completed by direct line managers within agreed time frames.• Lowered customers complaints to less than 5% by improving processes, procedures, and employees.• Reduced client applications turnaround time by an average of 60% for three processes identified as Customer Pain points. By analyzing data from surveys, complaints, and system reports.• Ensured 100% accurate data migration during Bank’s merger, by closely monitoring and reporting any discrepancy for immediate corrective actions. And applying preventative action plans to eliminate any errors.• Improved business teams and support unit’s product knowledge levels to 95%, by implementing 35+ yearly training sessions and 12 online refreshers. • Scored 96% adherence to organization’s Service Standards, from 16% in 2014, using internal and external Mystery Shopper methodologies, and trainings.

Abu Dhabi, United Arab Emirates

• Improved customer satisfaction levels to 98% across consumer banking group by creating and running customer experience surveys for all customer touch points, including Branches, Contact Center, Complaint Department, and ATMs.• Enhanced customer experience by introducing and implementing NPS methodology across the bank. And embed Service Targets as 30% of individual’s objectives for all 6000+ employees.• Presented and discussed qualitative and quantitative results directly with Group Heads monthly. And agree on action plans to improve service levels on specific time frames.• Supported ISO 9001:2008 Certification to 80% of teams across the organization since 2008, by running gap analysis, conducting internal quality audits, and ensuring closure of all non-conformities as a Lead Quality Auditor.

United Arab Emirates

• Reduced call waiting to less than 2 minutes by analyzing frequent inquiries and improving the Interactive Voice Response (IVR) system in the Contact Center.• Ensured Call Quality are within 97% Service Level, by monitoring assigned agents calls, using Service Checklists. And consequently, conduct trainings sessions.• Answered clients inquires and handled complaints within the Contact Centre service levels.