Kamal Alhersi Email and Phone Number

*Key Responsibilities: *- Lead daily Customer Service operations across channels, including calls, email, social media, and WhatsApp.- Design and implement strategic customer service plans, utilizing change management and data analytics (both qualitative and quantitative) to deliver insights and recommendations to senior management.- Advocate for customer needs, swiftly addressing threats to the customer experience.- Manage vendor relationships, ensuring compliance with SLAs and… Show more *Key Responsibilities: *- Lead daily Customer Service operations across channels, including calls, email, social media, and WhatsApp.- Design and implement strategic customer service plans, utilizing change management and data analytics (both qualitative and quantitative) to deliver insights and recommendations to senior management.- Advocate for customer needs, swiftly addressing threats to the customer experience.- Manage vendor relationships, ensuring compliance with SLAs and KPIs.- Analyze and redesign customer service processes, driving change management initiatives to enhance efficiency and service quality.- Cultivate strong cross-functional relationships to support organizational goals and effective communication.- Ensure operational compliance with regulations, managing risks and resolving issues proactively.*Achievements: *- Streamlined customer interactions through the successful implementation of a new Inbound CRM system, enhancing response times.- Established a comprehensive Quality System focused on continuous improvement and service monitoring.- Developed a platform for managing social media and Google Reviews, significantly increasing engagement.- Restructured the Contact Center team for optimal resource allocation, resulting in improved performance metrics.- Set KPIs leading to marked enhancements in team performance and customer satisfaction scores. Show less

Contact Center Enhancement:Worked on implementing the below system enhancement projects:o Oracle CX Project o Huawei CX-CRM Project o Genesys CX Project o Lebara Mobile App Project o CITC Integration Project o Social Media Automation Project (Chat Bot)Report ManagementAutomated the reporting structure to provide better visibilityo Daily Operation KPI’S Report.o CC Activation Reports ( Cross Sell)o Quality Assurance Report.o CSAT/NPS… Show more Contact Center Enhancement:Worked on implementing the below system enhancement projects:o Oracle CX Project o Huawei CX-CRM Project o Genesys CX Project o Lebara Mobile App Project o CITC Integration Project o Social Media Automation Project (Chat Bot)Report ManagementAutomated the reporting structure to provide better visibilityo Daily Operation KPI’S Report.o CC Activation Reports ( Cross Sell)o Quality Assurance Report.o CSAT/NPS Reportso Incident statistics, identifying trends and suggesting new improvements.o Contact Center performance Reports o Voice of Customer through all digital and Social Media Channels o CC Performance Dashboard through Web & Applicationo Staffing vs Demand Analysis.Contact Center Operationso Manage Contact Center team (Inbound, Outbound, Social Media, Back Office, Retention, and Credit-Control).o SPOC with Supporting functions Quality Assurance/Workforce/IT & HR.o Contact-Center KPI’S Yearly Objectives Planning & Implementation.o Knowledge Management, integrated with all teams.o SLA Compliance & contractual KPIs objectives.o Implement FCR, Root Cause Analysis, and Up Sell/Cross Sell plan.o Managing Contact center evaluations, Coaching, and re-designing process interactions.o Business Process Management ( Introduce & Manage all CC-Process)Leadership Engagemento Weekly Leadership Engagement (CC-Enhancement Roadmap)o System Enhancement Proposals.o Contact Center Objectives Review (Weekly / Monthly)o Performance Review for all Headcount (Monthly) Show less