Summary
Overview
Work history
Education
Skills
Accomplishments
Languages
Affiliations
Timeline
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Balabi Onggarbek

Doha,Qatar

Summary

Customer-focused professional with over 8 years of experience in customer care, contact center management, and retail operations across the Gulf region. Skilled in enhancing customer experiences across both offline and online channels through strategic planning, cross-functional coordination, and operational excellence. Proven track record in launching and optimizing contact centers, developing SOPs, and improving Central Cashier Office operations with a strong focus on queue management and cash line experience. Expertise in managing end-to-end customer journeys, implementing CRM processes, and executing targeted initiatives that drive satisfaction and retention. Adept at leveraging analytical and project management skills to monitor KPIs, standardize workflows, and deliver measurable improvements in service quality. Strong communicator with a collaborative approach, experienced in stakeholder management, coaching teams, and training employees to consistently elevate customer service standards.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work history

GCC Regional Customer Care Manager

Majid Al Futtaim Hypermarkets (Carrefour)
Doha, Qatar, Bahrain, Oman, Kuwait, and Jordan
04.2024 - Current
  • Lead the development and implementation of region-wide customer care strategies, driving consistent service excellence across offline and online channels in Qatar, Kuwait, Bahrain, Oman, and Jordan.
  • Design and optimize end-to-end customer experience processes, analyzing feedback and customer needs to generate actionable insights that enhance service delivery and operational performance.
  • Spearhead customer experience initiatives, aligning with CORP HO and cross-functional teams to establish standardized service management frameworks across multiple markets.
  • Oversee data-driven programs including mystery shopping, satisfaction surveys, and KPIs to monitor service quality, identify improvement opportunities, and enhance customer loyalty.
  • Lead, mentor, and develop regional customer care teams, setting performance objectives, coordinating with Human Capital for targeted training, and building a talent pipeline to ensure succession readiness across the GCC.
  • Direct multi-country customer care projects, ensuring compliance with corporate policies, operational standards, and best practices, while driving measurable improvements in queue management, cash line operations, and service consistency.
  • Partner with cross-functional stakeholders to integrate operational insights into business strategy, optimizing both front-office and back-office performance to elevate customer satisfaction and retention.

Country CCO and CCS Operations Manager

Majid Al Futtaim Hypermarkets
Doha, Qatar
04.2021 - 03.2024
  • Manage cash operations across Qatar Carrefour Stores, ensuring compliance with MAF Retail policies, including cash register systems, loan handling, and cash deposit machines.
  • Resolve credit card issues promptly, coordinate with treasury and stores, and ensure all locations meet PCI security certification standards through regular checks.
  • Oversee cash line operations and implement measures to prevent long queues, ensuring efficient customer flow and a positive checkout experience.
  • Propose strategic improvements in cash handling processes, such as dynamic currency conversion usage, to enhance customer service at cash counters.
  • Identify and mitigate financial risks, enforce insurance compliance, and implement preventive controls to reduce fraud and maintain asset security.
  • Mentor and train cash operations teams, manage performance processes, and coordinate with HR to support continuous improvement and ensure adherence to MAF Retail’s standards.

CCO Manager

Majid Al Futtaim Hypermarkets (Carrefour Qatar)
Doha, Qatar
09.2017 - 04.2021
  • Implement store strategic plans and ensure adherence to security procedures and CCO policies.
  • Oversee accurate cash transitions to the bank and maintain fraud prevention controls.
  • Manage monthly inventory checks and ensure pricing accuracy for financial reporting.
  • Support the Store Manager in measuring satisfaction and resolving customer inquiries.
  • Enhance the productivity of cash counter teams for improved service delivery.
  • Mentor team members and facilitate training to align with MAF Retail’s corporate policies.

CCO Manager

Majid Al Futtaim Hypermarkets (Carrefour)
Almaty, Kazakhstan
01.2016 - 08.2017
  • Implement store strategic plans and ensure adherence to security procedures and CCO policies.
  • Oversee accurate cash transitions to the bank and maintain fraud prevention controls.
  • Manage monthly inventory checks and ensure pricing accuracy for financial reporting.
  • Support the Store Manager in measuring satisfaction and resolving customer inquiries.
  • Enhance the productivity of cash counter teams for improved service delivery.
  • Mentor team members and facilitate training to align with MAF Retail’s corporate policies.

Education

Bachelor of Transportation - Transportation

Kazakh Academy of Transport & Communication
09.2010 - 06.2014

Skills

  • Omnichannel Customer Experience Management
  • Operational Excellence in Contact Centers
  • KPI Monitoring and Performance Optimization
  • Customer Experience Strategy
  • Leadership and Team Coaching
  • Workforce Scheduling and Resource Planning
  • Project Management and Process Improvement
  • Cross-functional Team Collaboration
  • Problem Solving and Decision-Making
  • Customer Retention and Loyalty Initiatives

Accomplishments


LAUNCHING OF HYPERMAX CUSTOMER CARE AND CONTACT CENTER OPERATIONS IN KUWAIT, BAHRAIN, OMAN, AND JORDAN | 10/2024 – 08/2025


  • Successfully launched the Hypermax Customer Care and Contact Center in Oman, Kuwait, Bahrain, and Jordan, ensuring seamless operations from day one.
  • Trained over 1,000 employees, boosting team readiness and operational efficiency.
  • Developed and implemented SOPs, establishing clear workflows and elevating customer service standards.


LOWER GULF CONTACT CENTER | ECCO Gulf, Doha | 03/2023 – 05/2023


  • Led the transition from a centralized Egypt contact center to a new facility in Qatar, managing planning, execution, and implementation.
  • Designed and executed an accelerated recruitment and training program, onboarding agents within 10 days.
  • Developed tailored training materials and conducted intensive sessions to equip agents with required skills, tools, and knowledge.
  • Provided ongoing coaching and feedback to optimize agent performance and service quality.


CENTRAL CASHIER OFFICE (CCO) OPERATIONS IMPROVEMENT | 2023 – 2025


  • Managed improvements in cashier operations across Qatar, Oman, Kuwait, Bahrain, and Saudi Arabia.
  • Enhanced queue management and cash line experience to reduce customer wait times and improve service satisfaction.
  • Ensured strict compliance with cashier procedures through monitoring, training, and implementation of best practices.
  • Standardized workflows across all markets to deliver consistent, high-quality customer service at every touchpoint.

Languages

Kazakh
Native
Russian
Fluent
English
Fluent

Affiliations

  • Reading
  • Running

Timeline

GCC Regional Customer Care Manager

Majid Al Futtaim Hypermarkets (Carrefour)
04.2024 - Current

Country CCO and CCS Operations Manager

Majid Al Futtaim Hypermarkets
04.2021 - 03.2024

CCO Manager

Majid Al Futtaim Hypermarkets (Carrefour Qatar)
09.2017 - 04.2021

CCO Manager

Majid Al Futtaim Hypermarkets (Carrefour)
01.2016 - 08.2017

Bachelor of Transportation - Transportation

Kazakh Academy of Transport & Communication
09.2010 - 06.2014
Balabi Onggarbek