Dheya Abdulbaqi Alnasr

Contact Centre HeadFull Time

• Job Details:❖ Prepare annual business plan for internal contact center addressing capacity, performance and quality issues together with staffing forecast. ❖ Prepare and modify strategy of delivering contact center services to retail customers including role of outsourcing and budget requirements for outsourced services. ❖ Set targets for internal and outsourced contact center regarding quality, performance and continuous monitoring of target achievement. ❖ Motivate the contact center staff and align with the business goals; endorsing appropriate level of product and system knowledge among contact center employees. ❖ Revamped the Contact Centre structure in alignment with HR. ❖ Manage, monitor and develop competences of reporting managers and employees. ❖ Ensure all Contact Center policies, processes, product and practices are complied with the central bank guidelines, legal, regulatory and other requirements.

Contact Centre Support MangerFull Time

• Job Details:❖ Developed the Contact Centre quality metrics by studying inbound, outbound interactions and customer service presentations; conducted test calls agents on new products/services. ❖ Designed the interactions monitoring formats and quality standards for all channels. ❖ Monitored the Contact Center Customer Satisfaction Index as per the established rules and pre-set service quality components. ❖ Ensured accuracy of information and quality of delivery, standardized the reporting mechanism, identified trends, opportunities, risks, issues, areas of improvements, and recommended solutions. ❖ Used quality monitoring data management system to compile and tracked performance at team and individual level. ❖ In charge of all Contact Centre SLA’s with other departments and set escalation levels and standards as deemed necessary. ❖ Participated in designing and implementing Incentive Schemes programs. ❖ Contributed to the day-to-day operation and effective coordination and collaboration within the Contact Centre.

Contact Centre Systems Development Assistant ManagerFull Time

• Job Details:❖ Monitored, managed and reported Telephony systems & IVR availability. ❖ Initiated, managed and followed up system change request as per the agreed SLA’s with IT department. ❖ Designed and optimized Contact Centre CRM and other systems processes, workflows and knowledge management for end-to-end customer relationship. ❖ Worked towards integrating back-end systems (Cortex, Genesys, AFS, etc.) with the front-end system (CRM) to minimize number of agent screen interactions. ❖ Developed and managed the IVR Call Tree to ensure best in class self-service for specific customer inquiries. ❖ Established, communicated and coordinated the Business Continuity plan and disaster recovery for the Contact Center. ❖ Acted as liaison between Contact Center and IT and be the departmental business support for specific technological equipment.