Sadd Azhari Email & Phone Number

Malta

Malta

• Testing and Validation:
• Developed and executee test plans and cases for gaming products, including functional and regression testing. Defect Identification and Management:
• Identified, tracked, and managed defects using tools like Jira, collaborating with developers for issue resolution.Quality Standards Development:
• Established quality assurance standards and metrics to measure product performance and reliability. Cross-Functional Collaboration:
• collaborated with product managers and developers to ensure product quality and readiness for release.
• Documentation and Reporting:

• Team Leadership: Led, mentored, and managed the customer support team and VIP account managers, ensuring high performance, quality service, and timely issue resolution.
• Quality Assurance: Monitored team interactions and implemented quality control measures to maintain excellent customer support standards.
• Escalation Management: Handled escalated issues and complex customer complaints, provided quick and effective solutions.
• Process Optimization: Collaborated with other departments to streamline support processes, resolved frequent issues, and improved customer satisfaction.
• Reporting & KPIs: Analyzed customer support metrics and team performance, reporting key insights and suggestions for improvement to senior management.
• VIP Relationship Management: Developed and maintained strong relationships with VIP clients, ensuring personalised attention and timely responses to their needs.

Consistently met performance milestones in speed, accuracy, and volume.Responded promptly and effectively to incoming customer calls, chats, and emails.Ensured that customer issues of higher complexity were followed up and resolved on time.Used the internal and external BackOffice tools to provide tech-nical support to customers.Verified customer accounts.

Malta

• 2016-11 - 2017-12 Sales Retention Team LeaderBlack Sand Ltd – Financial Services
• Team Leadership: Led, trained, and motivated the retention team to meet customer retention and upsell goals, providing regular feedback.
• Retention Strategy: Developed and executed plans to reduce churn, re-engage at-risk customers, and retain high-value clients.
• Customer Management: Built strong relationships with customers, handled escalations and ensured satisfaction.
• Performance Tracking: Monitored KPIs like retention rates and upsell success and generated reports with actionable insights.
• Market Research: Conducted research to understand customer needs, market trends, and competitive offerings for retention strategy improvement.

Malta

Approached existing and potential customers to inform them about a product or service. Helped the customers by answering their product or company questions. Listened to customers attentively to understand their requirements and close the deals.

Europe & Middle East