Successfully restructured and established Sabafon’s Customer Service & Contact Center Department following the company’s separation from its previous headquarters in Sanaa. Despite a demanding 45-day timeframe and significant operational challenges, I ensured all units—including the Contact Center, Back Office, Customer Relations (Risk Management), CC Support, and QA—were fully operational. Key responsibilities and achievements include:1. Talent Acquisition & Team Development: Recruited and trained a high-performing team capable of managing complex customer service operations.2. Omni-Channel Communication: Implemented a seamless communication strategy across multiple platforms, enhancing customer experience.3. Policy Development: Designed and enforced policies that streamlined operations and improved service delivery.4. Interactive IVR & Smart SMS Automation: Led the integration of advanced Interactive IVR systems and automated Smart SMS workflows, reducing customer wait times and enhancing service efficiency.5. Systems Testing & Acceptance: Directed rigorous testing and acceptance of critical systems, ensuring operational readiness.6. Tickets Management: Overhauled the ticket management process, improving resolution times and increasing customer satisfaction.

The primary scope of my role involves identifying and cultivating improvements in culture, processes, and overall efficiency to enhance the experience for customers, teams, and the company. This multifaceted department encompasses five critical units: Contact Center, Risk Management, CC Support, Back Office, and Quality and reporting. Key responsibilities within this role include:1. Strategic Leadership and Team Development2. Workflow Efficiency and Service Quality3. Enhancing Customer Satisfaction:4. Collaboration and Process Improvement:5. Budgeting and Cost Control6. Technology Integration7. Sales Enhancement: 8. Resource Optimization and Risk Management9. Staff Development and Leadership

Led two key sub-units—Activation and Credit Control & Debt Collection—comprising 52 employees. My role focused on overseeing SIM card activation, credit control, debt collection, and risk management for post-paid lines, with a strong emphasis on corporate accounts, high users, and VIP customers. Key responsibilities and achievements include:Activation:• Managed SIM card inventory, activation, and packaging to meet sales demands efficiently.• Oversaw the activation of new lines, services, and offers, ensuring seamless integration with customer requests.• Supervised data entry and the archiving of customer documents into the Electronic Document Management System (EDMS).• Streamlined processes for faster and more accurate customer onboarding.Credit Control & Debt Collection:• Monitored credit ceilings for post-paid accounts, mitigating risks associated with high-value services and usage.• Developed and maintained strong relationships with corporate clients, high users, and VIP customers, enhancing customer loyalty.• Managed VIP showrooms, ensuring a superior customer experience and high engagement.• Increased debt recovery rates by implementing more effective collection strategies, reducing outstanding balances.• Closely monitored reports on roaming fraud, contributing to fraud prevention and risk reduction.

Led and managed three critical sub-units—Activation, Back Office, and Archiving—across a team of 54 employees. My role centered on optimizing operations, improving service delivery, and enhancing cross-functional coordination. Key responsibilities and accomplishments include:Activation:• Managed the full activation process for SIM cards, new services, and packages, ensuring timely and accurate customer onboarding.• Supervised the archiving and processing of customer documentation, ensuring compliance and proper integration with the Electronic Document Management System (EDMS).Archiving:• Oversaw the Electronic Document Management System (EDMS) to ensure the secure and organized archiving of all customer documents.• Facilitated authorized requests for hard copies of documents, ensuring swift and accurate document retrieval.Back Office:• Led the team in handling customer complaints from service centers and contact centers, consistently meeting Average Handling Time (AHT) targets.• Reconciled added services with payments, identifying and resolving unmatched transactions to improve financial accuracy.• Managed credit and debit note requests, ensuring efficient processing and customer satisfaction.• Proactively filtered and addressed coverage complaints, implementing preventive solutions to mitigate recurring issues.

Led the Back Office team to achieve high performance while aligning with the department's and company’s strategic objectives. My primary focus was on optimizing complaint management processes and ensuring all customer issues were resolved within the defined Average Handling Time (AHT). Key responsibilities and outcomes include:• Team Leadership: Directed a team focused on efficient complaint resolution, consistently meeting AHT targets and ensuring high levels of customer satisfaction.• Process Optimization: Improved internal workflows, reducing delays and streamlining the management of customer requests and complaints.• Complaint Management: Led the team in handling complaints from various channels, ensuring accurate and timely resolutions.• Cross-functional Collaboration: Worked closely with front office teams to ensure smooth coordination and efficient service delivery.• Performance Monitoring: Regularly monitored team performance against KPIs, driving continuous improvement in service delivery.

In this role, I played a critical part in addressing long-standing customer complaints and resolving complex issues that had caused significant dissatisfaction. My ability to navigate these challenges effectively contributed to an overall improvement in customer service operations. Key responsibilities and accomplishments include:• Complaint Resolution: Tackled and resolved numerous unresolved customer complaints, enhancing customer satisfaction and reducing service backlog.• Operational Efficiency: Streamlined processes to improve complaint management and ensured quicker turnaround times for customer issues.• Cross-Department Coordination: Collaborated with front office and support teams to address recurring issues, ensuring that solutions were implemented promptly.• Customer Satisfaction: Improved customer experience by resolving long-standing issues, resulting in higher customer retention and loyalty.

In this role, I was responsible for overseeing the Call Center operations, from recruitment and training to performance evaluation and operational optimization. My focus was on ensuring high-quality service delivery and enhancing team performance. Key responsibilities and achievements include:• Recruitment & Onboarding: Led the screening, selection, and recruitment processes to build a skilled and customer-focused team.• Training & Development: Conducted comprehensive training sessions and provided ongoing coaching to Call Center representatives, improving overall service quality.• Team Leadership: Offered continuous guidance and support to agents, ensuring adherence to company policies and driving operational excellence.• Shift Scheduling: Developed weekly and monthly shift schedules to ensure optimal coverage and efficiency in Call Center operations.• Performance Evaluation: Assessed agents’ performance, provided constructive feedback, and implemented corrective actions to enhance service delivery.• Reporting & Analysis: Compiled and analyzed performance reports, providing actionable insights to improve operations and inform strategic decision-making.

As a Call Center Customer Service Representative, I focused on delivering exceptional customer service, resolving issues efficiently, and promoting services to enhance customer satisfaction. Key responsibilities and contributions include:• Customer Service Excellence: Managed inbound customer calls, resolving inquiries and complaints effectively to ensure a positive customer experience.• Complaint Resolution: Handled complaints across multiple communication channels, providing timely and satisfactory resolutions to maintain customer loyalty.• Upselling & Cross-Selling: Promoted additional services and packages, successfully employing upselling and cross-selling techniques to boost revenue.• Customer Relationship Management: Built strong, long-term customer relationships through engaging and proactive communication.• Accurate Information Delivery: Provided customers with accurate and relevant information using various tools, ensuring clarity and understanding.• Record Management: Maintained detailed records of customer interactions, ensuring accurate and up-to-date documentation for future reference.

Provided free English language instruction to financially disadvantaged secondary school students, focusing on preparing them for university enrollment. Key contributions include:• Curriculum Development: Designed engaging lesson plans that addressed the specific needs and language proficiency levels of students.• Instruction & Support: Conducted interactive classes that fostered a supportive learning environment, encouraging student participation and confidence in using English.• Student Empowerment: Aimed to equip students with essential language skills, enhancing their opportunities for higher education and future career prospects.• Community Engagement: Collaborated with the Students Association to promote educational initiatives and support underserved communities.