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.
LAUNCHING OF HYPERMAX CUSTOMER CARE AND CONTACT CENTER OPERATIONS IN KUWAIT, BAHRAIN, OMAN, AND JORDAN | 10/2024 – 08/2025
LOWER GULF CONTACT CENTER | ECCO Gulf, Doha | 03/2023 – 05/2023
CENTRAL CASHIER OFFICE (CCO) OPERATIONS IMPROVEMENT | 2023 – 2025