Nabil Khan Email & Phone Number

Riyadh, SA

Al-Riyadh Governorate, Saudi Arabia

• Key Highlights:
• Millions in unrecovered debt collected in 15 months through a newly set up collections team.
• Seven-figure headcount savings uncovered by restructuring field assignments and implementing route optimization software that decreased headcount while continuing to support a 40% growth in the market; increased.
• Six-figure personnel savings found by launching Genesys and ePOS 2.0, reducing weekly call volume by 77%; introduced a multichannel strategy (WhatsApp, Chat, and IVR) that helped repurpose additional headcount to.

Riyadh, Saudi Arabia

• Key Highlights:
• Six-figure savings over two years realized by halting spare parts orders of 3G terminals and salvaging spare parts out of returned terminals from warehouse stock.
• 6X growth in monthly installation volume obtained during the pandemic with the shift of market trends to accept card transactions; catered to 70% of the demand in KSA and received high marks for exceptional.

Riyadh, Saudi Arabia

• Key Highlights:
• 75% improvement in maintenance performance (device repairs per headcount) achieved by introducing bonus schemes targeting productivity and assigning the right job to the right engineer based on capability.
• 43% increase in tickets per headcount reached by designing better KPIs, introducing a bonus scheme focused on productivity and quality, and improving reporting capabilities, without any additional resources.Promoted as.

Riyadh, Saudi Arabia

• Key Highlight:
• Improved field SLA from 25% to 85% within six months through a multi-pronged approach, including implementing a reporting function to track individual/regional performance, introducing a bonus structure to target.

Riyadh, Saudi Arabia

• Key Highlights:
• Reduced BPO costs by leading the vendor selection process and securing a performance-based contract with a local vendor.
• Surpassed revenue targets by 20% by working with the pricing and data teams to uncover opportunities and roll out solutions based on consumer behavior; designed a targeting strategy for high-value customers.Created the.

Riyadh, Saudi Arabia

• Key Highlights:
• 30% improvement in overall department performance achieved by designing and implementing a performance management framework that drove efficiency and standardization of practices.
• Formed a telesales training academy, supporting all telesales projects across the company; adopted by six outsourcing partners and completed by 250 staff in one year.Developed and led telesales/marketing strategies for.

Cardiff, Wales, United Kingdom

• Key Highlight:
• £350,000 reduction in redress over six months generated by identifying gaps through analysis in financial redress execution between call centers.Supported the head of complaints in driving performance by analyzing.

Cardiff, Wales, United Kingdom

• Key Highlights:
• $18M in new monthly revenue generated by increasing calls per day per headcount to ~70 while increasing quality and exceeding sales targets.
• Outperformed the call center industry attrition rate by 65% by creating an inclusive culture centered on the employee experience.Led a team of two tier 2 outbound sales team managers and 24 outbound agents. Planned.

Cardiff, United Kingdom

• Key Highlights:
• 20% lift in sales volume attained by managing the delivery of the offer management system across all sites; built a CRM tool that prompted agents to offer products based on customer spending habits.
• Hundreds of millions of operational savings captured by participating in one of the largest integration exercises in the world, reducing the call center footprint from 26 to 15.Contributed to the evolution of project.

Master Of Business Administration (Mba), Contact Centre Operations Management

Bachelor Of Science (Bs), Computer Software Engineering