- Develop strategies to improve customer service processes and outcomes.- Set clear objectives and KPIs for the contact center team.- Design long-term plans for technology adoption, scaling, and staffing.- Oversee training, and development of contact center employees.- Monitor and analyze key metrics (such as average handle time, customer satisfaction scores, first call resolution rates).- Ensure efficient scheduling and capacity planning to handle call volume.- Implement and maintain quality assurance processes to ensure consistency and high standards- Work to continuously improve the customer experience- Use customer feedback and data to refine processes and reduce repeat issues-- Evaluate and implement new technologies (such as CRM systems, IVR, chatbots) to improve efficiency.- Ensure seamless integration of all communication channels (phone, email, chat, social media).- Streamline workflows and eliminate inefficiencies.- Create reports on key metrics, performance, and trends for senior management.- Use data analytics to predict future demand, optimize resource planning, and identify areas for improvement.- Collaborate with other departments (such as Sales, IT, Marketing) to ensure alignment in customer interactions.- Coordinate with IT for system updates, integrations, or troubleshooting.- Introduce new initiatives aimed at improving customer service efficiency and effectiveness.

• Managing Quality Monitoring Team Performance• Providing coaching and development recommendations to the quality team• Acting as focal point between operation and designated clients regarding quality concerns• Prepare and issue quality reports required by external and internal customers• Calibrate quality monitoring output between client, operation and the customer satisfaction surveys• Analyze all quality data to take the appropriate actions for operation’s quality improvement.• Organize, schedule and manage quality calibration sessions• Prepare and issue calibration sessions reports• Responsible for the monthly quality targets and SLAs

From Jan-2016 till Aug-2019Leading Technical Support Front Office team serving Internet Complaints of TE Data customers.From Oct-2013 till Dec-2015Leading multiple front and back office customer care teams serving consumer and enterprise customers as follow:• Front office customer care teams serving consumer and enterprise fixed services’ customers.• Technical back office teams for consumer, enterprise mobile service’s customers.• Billing back office teams for consumer, enterprise mobile and fixed customers.Duties: Ensure quality of service to the highest standards to ensure clients satisfaction. Drive and monitor the KPI's of the Team Leaders, update operational forms and escalate when necessary.  Plan for the unite revenue with cooperation with the finance team. Act as a self-starter and an action taker to achieve pre-set/future the unites goals.  Analyze and evaluate operational results, take appropriate actions for improvement.  Improve and enhance Job-related technical and soft skills within the team. Ensure accurate management of real time, time management, and shift handover.

Leading a Customer Care Back Office team for providing second line support for consumer mobile customers, resolving the technical & non billing issues customers might come across.

Leading a Front Office Customer Care Team for answering Consumer Home Services (TV, Broadband & Land Line) Customers' general & billing inquiries, trouble shooting any technical issues they might come accross, and providing them the needed technical support they might need (configuration & setup)

 Act as a permanent quality coordinator for the account ; o Responsible for the document control for the procedures used in the daily operations and updating them according to the ISO and COPC standards o Follow with Contact Center Manger for closing any Non Conformities and Observations during ISO & COPC Audit or any Internal Audit. o Conduct ISO & COPC Audit if needed. o Utilizes tools, resources, and information to help operations to plan effectively o CSAT and DSAT analysis with coordination with the Quality Control  Responsible for the flow of information received from the client and Account Management and communicate them within the operations.  Propose new ideas adding value to clients and suggestions in terms information flow within the operations. Follow up on updating the knowledge base with any updates in accordance with the information availability process. Responsible for the call scenarios creation and updates.

Front Office Customer Care representative for consumer mobile customers for du (telecommunications service provider in UAE)