Basic Info

Mohammad Kobaissi

13 years

Hawally, Kuwait

Bachelor's Degree

Manager

Work Experience

Specialist, CRM at Al Sayer Group Holding

Experience Details

Specialist, CRM

Customer Service/Support, Operations/Management, Marketing/PR/Advertising

Manager

Key Result Areas:
• Conducting:
o Analysis of various campaigns; identifying and recommending ways to improve performance of campaigns and activities and CRM Strategies
o Periodic surveys for soliciting customer feedback on the gift delivery services
• Defining, developing and delivering a set of defined reports of gap and trend analysis as per the laid timelines
• Refining the sales forecasting process and providing data, reports of products by divisions and based on historical trends
• Assisting in the segmentation and profiling activity & contributing to the loyalty program in terms of data analysis and segmentation
• Translating call center / marketing and sales requirements of CRM into data extraction and analysis
• Administering and updating the Al Sayer Hayyak Website in coordination with the Central Website team
• Participating in technology enhancement and management within the call center, automating & reengineering call center processes / activities as required
• Monitoring:
o The conversion and contact rate ratio of the activities and making recommendations for enhancement of the same
o Performance of the call center by using quality monitoring system for compiling and tracking performances at Team and Individual levels
• Supervising:
o The Customer Data Updating Program & coordinating with cross-functional teams for resolving issues and pendency
o Sales and Insurance teams and providing management with daily productivity reports
• Analysing the volume of calls on a daily basis and ensuring that the defined service levels are achieved
• Assessing & evaluating the performance of the Call Center Agents and providing them with the feedback/coaching and necessary trainings
• Conducting regular audits of staff handling the welcome kit and gift items to ensure zero pilferage
• Developing and implementing a detailed 'Call Quality' program & supervising regular of call centre activities
• Monitoring performance of the call center by using quality monitoring system for compiling and tracking performances at Team and Individual levels
• Communicating audit feedback of activities conducted to the relevant employees within the designated time frame
• Addressing escalated customers’ issues that are not being solved by the inbound Call Center Agents
• Disseminating information to the staff for ensuring correct updates to the customers
• Preparing and submitting Periodic Agent Performance Evaluation Report to Management



Company Details

Al Sayer Group Holding (multinational)

Kuwait

More than 1000 employees

Automotive, Automotive, Marketing and Advertising

www.alsayeronline.com

Feb 2010 to present (6 years 10 months)
Workforce Reporting Officer at Al Ahli Bank of Kuwait

Experience Details

Workforce Reporting Officer

Customer Service/Support

Experienced (Non-Manager)

Highlights Across Assignments:
As Workforce Reporting Officer:
Delivered long term forecasting and scheduling strategy in close collaboration with Call Centre Management
Communicated with agents on scheduled working times by working closely with Call Centre Agents; updated Agent KPIs on a daily/weekly basis
Conceptualized and designed Agent Roster as per business needs
Developed daily/weekly/monthly reports and Call Centre MIS

As Senior Call Center Agent:
Updated Training Manual and Call Center Intranet on regular basis
Established procedures for new services offered by the Call Center
Promptly resolved customers’ complaints; played a key role in releasing holds on customers’ accounts by working in coordination with other departments

As Acting MIS and Quality Assurance Officer:
Prepared reports on Call Center, Service and Abandoned Levels
Evaluated staff’s performance and service quality

As Customer Service Representative and Trainer:
Delivered Induction Training of new staff and refresher training for in-service staff on Product Knowledge, Soft Skills, Selling Skills, Team Work
Maintained or established new applications for Credit Cards, Loans, Standing Orders, Fixed Deposits and Money Transfers
Ensured strict adherence to Call Center Service Level in order to attract new customers as well as service current customers
Supported customers for registering and dealing with online banking
Amplified revenue through sales and cross-sales of bank products & services


Company Details

Al Ahli Bank of Kuwait (multinational)

Kuwait

101-500 employees

Banking

www.eahli.com

Apr 2004 to Jan 2010 (5 years 9 months)

Achievements


Awarded as Al Sayer E-Learning Star of the Month in Oct’12 & E-learning Champion in Jun’12
Served as E-learning Project Reference Point for promoting e-learning projects
Awarded by the E-learning Provider with TRACK Learning Solutions Award for E-learning Initiative in July 2013
Set-up a Call Centre for a sister company “Caribou Coffee” from scratch involving identification of technology, recruitment & training
Created an Occupancy Calculator to measure the real and supposed occupancy of Call Center Agents
Designed Team Leader Productivity Calculator to measure the productivity of Call Center Team Leaders
Built a Call Monitoring System, with the help of IT Department, for gathering customers' inquiries at 1 database and expressing reports for further analysis



Built a complaint database for Al-Ahli Bank Call Center
Created a Sales Database for Al-Ahli Bank Call Center
Created an Allowance Calculator for Al-Ahli Bank Call Center’s staff
Awarded as Employee of the Month in Aug’09 & Sep’09
Awarded as Call Center Runner Up Employee of the Month in Jun’09 & Jul’09



Education

BBS in Accounting

Education Details

BBS

Accounting, Finance

lebanese university, Lebanon

B / Very Good / 75 - 85%

Accounting Financial Accounting Finance Statistics Econometrics Economics Operational Research English French Computer

N/A

lebanese university
1999 - 2003

Training and Courses

Training/Course Details

74 online certificates

Jan 2016

Institute of Banking Studies (IBS) and Track

74 online certificates in “Business Strategy and Operations, Behavioral Interview Techniques, Management and Leadership, Call Center Management, Team Management, Excellence in Service, Sales and Customer Facing Skills, Professional Effectiveness and Project Effectiveness” from Institute of Banking Studies (IBS) and TRACK Institute (Please refer to Appendix 1 for more details)

Training/Course Details

Anti-Money Laundry

May 2008

Al Ahli Bank of Kuwait

N/A

Training/Course Details

Call Center Management

Apr 2005

AT&T institute – Texas University

N/A

Training/Course Details

Call Center Skills

Jan 2005

Institute of Banking Studies (IBS)

N/A

Training/Course Details

An Awareness of Risks in Banking

Jan 2009

Institute of Banking Studies (IBS)

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

74 Online Certificates?Anti-Money LaundryAccountingAl Ahli Bank Of KuwaitAl Sayer Group HoldingAn Awareness Of Risks In BankingAnalyticalArabicAuto ManagementAutomotiveBankingBeam Version 11Business Objects 5.1Business Process ExcellenceBusiness-orientedCRM System AdministrationCall Center ManagementCall Center SkillsCall Centre Operations ManagementCard Management System (CMS) Version 2.4.3.01Customer Segmentation & LoyaltyCustomer ServiceCustomer Service DeliveryCustomer-orientedData Management, Data Extraction And Data Analysis; GAP AnalysisEnglishExact E-Synergy EnterprisesFinanceFrenchGeomant Call Center SolutionsInnovativeIntegrated Credit Card System (ICCS)Integrated Transaction Management (PWS)Interaction Client Win32 EditionInteraction Version 2.1LeaderLoan Calculator SystemManagementMarketingMarketing And AdvertisingMicrosoft OfficeMicrosoft Windows 7, Windows Vista, Windows XP, Windows 2000 Professional, & Windows 98Nortel Call Center SolutionsPower Card SystemQuality Audits & TrainingSAP MSS/ESSSNA Server 5250 AppletSales Productivity TrackingSpecialist, CRMSupportTeam Building & LeadershipWorkforce Reporting Officer

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows 7, Windows Vista, Windows XP, Windows 2000 Professional, & Windows 98

Microsoft Windows 7, Windows Vista, Windows XP, Windows 2000 Professional, & Windows 98

: Expert

: Extreme - I love it!

:

More than 7 years

Business Objects 5.1

Business Objects 5.1

: Expert

: Extreme - I love it!

:

5-7 years

Exact E-Synergy Enterprises

Exact E-Synergy Enterprises

: Expert

: Extreme - I love it!

:

5-7 years

SAP MSS/ESS

SAP MSS/ESS

: Expert

: High

:

1-3 years

Auto Management

Auto Management

: Expert

: Extreme - I love it!

:

5-7 years

Beam Version 11

Beam Version 11

: Expert

: Extreme - I love it!

:

5-7 years

SNA Server 5250 Applet

SNA Server 5250 Applet

: Expert

: Extreme - I love it!

:

5-7 years

Card Management System (CMS) version 2.4.3.01

Card Management System (CMS) version 2.4.3.01

: Expert

: Extreme - I love it!

:

5-7 years

Integrated Credit Card System (ICCS)

Integrated Credit Card System (ICCS)

: Expert

: Extreme - I love it!

:

5-7 years

Integrated Transaction Management (PWS)

Integrated Transaction Management (PWS)

: Expert

: Extreme - I love it!

:

5-7 years

Power card system

Power card system

: Expert

: Extreme - I love it!

:

5-7 years

Loan Calculator System

Loan Calculator System

: Expert

: Extreme - I love it!

:

5-7 years

Interaction version 2.1

Interaction version 2.1

: Expert

: Extreme - I love it!

:

5-7 years

Interaction Client win32 edition

Interaction Client win32 edition

: Expert

: Extreme - I love it!

:

5-7 years

Nortel Call Center Solutions

Nortel Call Center Solutions

: Expert

: Extreme - I love it!

:

5-7 years

Geomant Call Center Solutions

Geomant Call Center Solutions

: Expert

: Extreme - I love it!

:

5-7 years

Fields of Expertise

Call Centre Operations Management

Call Centre Operations Management

: Expert

: Extreme - I love it!

:

More than 7 years

Business Process Excellence

Business Process Excellence

: Expert

: Extreme - I love it!

:

5-7 years

Customer Segmentation & Loyalty

Customer Segmentation & Loyalty

: Expert

: Extreme - I love it!

:

5-7 years

CRM System Administration

CRM System Administration

: Expert

: Extreme - I love it!

:

5-7 years

Data Management, Data Extraction and Data Analysis; GAP Analysis

Data Management, Data Extraction and Data Analysis; GAP Analysis

: Expert

: Extreme - I love it!

:

5-7 years

Quality Audits & Training

Quality Audits & Training

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service Delivery

Customer Service Delivery

: Advanced

: Extreme - I love it!

:

More than 7 years

Team Building & Leadership

Team Building & Leadership

: Advanced

: High

:

More than 7 years

Sales Productivity Tracking

Sales Productivity Tracking

: Intermediate

: Medium

:

3-5 years

Key Skills

Analytical, Leader, Business-oriented, Customer-oriented, Innovative

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