Maher Othman Email and Phone Number
Results-driven, insightful, & ambitious Head of Contact Center Operations & Customer Service with a track record of building high performing teams, best practice processes, & operational models to drive revenue generation, resource & cost optimization, digitization & customer excellence across multiple sites.Dedicated, methodical & resourceful, a knowledgeable leader who champions strategic projects, operational readiness & value adding initiatives, leading from the front to develop, empower & motivate large teams working across diverse communication channels to achieve goals & exceed expectations.My skillset includes: ⇨ Executive Leadership⇨ Contact Center Operations⇨ Customer Services⇨ Change Management⇨ Relationship Management ⇨ Operations Management ⇨ People Management⇨ Performance Management⇨ Process ImprovementWith a unique blend of seasoned leadership & technical expertise at all levels, a reliable solutions provider who leverages a ‘right first time’ approach to deliver a seamless service-driven & quality-orientated customer experienceI can be contacted on:☎ +971 55-9132402⌨ maherothman6@gmail.com
Adib - Abu Dhabi Islamic Bank
View- Website:
- adib.ae
- Employees:
- 5380
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Head Of Channel – Contact CenterAdib - Abu Dhabi Islamic Bank Nov 2021 - PresentUnited Arab Emirates♦ Overseeing day-to-day operations and optimal performance of 2 contact centers, driving quality and cost improvement initiatives, and delivering financial and non-financial objectives in line with corporate goals.♦ Managing operational readiness, staff, goal setting, financial budgets, sales, quality, and improvements, working closely with center managers and department heads to deliver against all objectives♦ Driving operational efficiency, planning and the continuous performance/cost analysis of all sites, supporting the delivery and launch of key projects including service digitization, ePIN and eStatements
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Senior Manager – Contact CenterAdib - Abu Dhabi Islamic Bank Jul 2017 - Nov 2021♦ Led a team of 100+ staff overseeing overall service levels, objectives, budget, and targets, driving improvements to revenue, productivity, customer satisfaction and costs across all retail products/services.♦ Performance managed the inbound contact center for retail, translating inbound calls into sales leads and generating AED + 2 billion in booked finances and credit cards♦ Combined internal and external metrics including call monitoring and lead conversion, and processed them into actionable reports for overall service measurement and productivity improvement
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Contact Center ManagerAdib - Abu Dhabi Islamic Bank Jan 2015 - Jun 2017♦ Built, developed, and coached a high-performance team who consistently exceeded assigned targets; efficiently planned and managed the workforce planning and management capacity♦ Implemented and managed CCU process handling to maintain and build a loyal customer base; led customer complaints root cause analysis and escalated to senior management for rectification♦ Set up a dedicated line for fraud and unauthorized transactions reporting, ensuring calls answered promptly within 20 seconds and action taken to prevent and protect customers funds
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Operations Manager – Call CenterAdib - Abu Dhabi Islamic Bank Jul 2013 - Jan 2015♦ Oversaw daily operations, managed and led teams in training, Quality, Process improvement and Risk control, driving the development and implementation of best cell center methods and procedures.
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Training Manager – Call CenterAdib - Abu Dhabi Islamic Bank Apr 2011 - Jul 2013♦ Devised & oversaw implementation of organizational training strategy, identified training / developmental needs & drove suitable training initiatives that build loyalty work across departments.
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Trainer - Call CenterKawader Services (Adib Call Center) Aug 2009 - Apr 2011
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Call Center AgentKawader Services (Adib Call Center) Jun 2008 - Aug 2009
Maher Othman Education Details
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Bsc Economics
Frequently Asked Questions about Maher Othman
What company does Maher Othman work for?
Maher Othman works for Adib - Abu Dhabi Islamic Bank
What is Maher Othman's role at the current company?
Maher Othman's current role is ◆ Head of Channel – Contact Center at ADIB – Abu Dhabi Islamic Bank ⇨ Contact Center Operations Management ⇨ Customer Service ⇨ Team Development ⇨ Sales & Relationship Management ⇨ Change Management.
What schools did Maher Othman attend?
Maher Othman attended Aleppo University.
Who are Maher Othman's colleagues?
Maher Othman's colleagues are Rami Taha, Akram Mohammed, Amna Alhmoudi, Dana Yousef, Ahmed Abo Alnaga, Amr Ali, Mona Obaid.
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Maher Othman
United Arab Emirates1dmfuae.ae -
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Maher Othman
United Arab Emirates
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