HUSSEIN GHADDAR
Call Center I Customer Experience I Customer Service I CRM I Process Excellence
Dubai
Summary
With over 15 years of experience in call center, customer experience, sales, and marketing, I have successfully managed a diverse portfolio of B2C and B2B accounts while cultivating strong client relationships. As an experienced leader, I have a proven track record of guiding teams, overseeing complex projects, and achieving operational and strategic objectives. My expertise lies in developing efficient processes, maintaining high standards, and aligning efforts with organizational goals. I am recognized for my collaborative approach and unwavering commitment to excellence. Possessing strong presentation and negotiating skills, I am known for exceeding customer satisfaction by effectively handling complaints, improving customer journeys, initiating successful marketing campaigns, and consistently achieving sales targets. With a service-oriented mindset, I am passionate about providing excellent customer experiences and ensuring customer delight. Even under pressure, I remain friendly, personable, and always maintain a professional demeanor. Thriving in fast-paced and busy environments is where I excel.
Overview
18
18
years of professional experience
24
24
years of post-secondary education
1
1
Certification
Work History
Head of Customer Service & Excellence
Emrill Services
9 2022 - Current
- Manage Call Center performance, including hiring, training, coaching, and leading customer service/coordinators teams to handle both pre-sales inquiries and post-sales escalations via Omni-channel platform across all projects.
- Lead process excellence projects, SOP implementations, and align internally with all relevant stakeholders for process optimization.
- Oversee overall Contact Centre KPIs (First Call resolution, Average Handling Time, Abandoned, Secondment, and all other metrics), including NPS, VOC, Call Center C-SAT scores, and implement action points to address and enhance customer satisfaction across all customer journeys.
- Manage operational activities of contact center team, including quality service, productivity, workflow, and all defined KPIs, to ensure high level of outcomes against targets and customer satisfaction.
- Provide daily, weekly, and monthly performance feedback to address performance gaps and manage performance improvement.
- Develop dashboards to cover departmental reports and customer survey feedback to give 360-degree view of departmental performance, with due diligence checks and recommendations on complaints to prevent recurring escalations proactively.
- Led Customer experience project for all common issues and align with all relevant stakeholders to ensure timely resolution and reduction of escalations and complaints.
- Set retention and proactive outbound strategies with Marketing & Brand Management teams to decrease churn rate and increase revenues.
- Overlook budget planning and utilization with internal stakeholders to ensure resource productivity maximization.
- Self-motivated, with strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Managed time efficiently in order to complete all tasks within deadlines
Global Head of Customer Service
OPONTIA
07.2021 - 09.2022
- Hiring, training, coaching, and leading customer service/call center teams to handle both pre-sales inquiries and post-sales escalations through VIA Omni-channel and Call Center platform.
- Provide daily, weekly, and monthly performance feedback to CSRs to address performance gaps and manage performance improvement to reduce 60% of complaints/ escalations.
- Developed sales agents and team leaders through coaching and training to achieve targets and excellent levels of customer service.
- Manage operational activities of contact center team, including quality service, workflow, workforce optimization, and cost management.
- Lead Customer experience project for all common issues, and align with all relevant Internal stakeholders to ensure timely resolution and reduction of escalations.
- Set retention and proactive outbound activity strategies with Marketing & Brand Management teams to decrease churn rate and increase brands' monthly revenues.
- Lead CS-Ops SOP's processes implementation and align internally with all relevant stakeholders on pre-defined SLAs to optimize processes.
- Oversee overall NPS, VOC, Call Center C-SAT scores, and implement action points to address and improve customer satisfaction across all customer journeys.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Call Center Manager I Customer Service & Sales
Masafi
6 2020 - 7 2021
- Hiring, training, coaching, and leading call center and tele-sales helpdesk agents while providing support to customers, and perform lead qualifying, upselling, and cross-selling for products and services for both B2B and B2C portfolios.
- Work closely with marketing and creative teams to build campaigns to increase monthly revenues, with focus on high gross margin products.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Build SOPs, processes, and perform internal alignment with all relevant stakeholders on implementation.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Spearhead vendor discussions and onboard a omni-channel call center system with IT in all its aspects to manage entire activity of customer touchpoints.
- Manage vendor agreements and onboarding of new CRM system with IT
- Implemented transformation of all e-commerce digital platforms (Web/App) with by adopting chatbots on all social media channels.
- Oversee overall NPS, VOC, and C-SAT scores and implement action points to address and enhance customer satisfaction during customer journeys.
- Follow up and resolve customer escalations, and perform root cause analysis to reduce repeated escalations.
- Set retention and proactive strategies with marketing to decrease churn rate and increase outbound upselling and cross-selling.
- Implement strategies to maintain high satisfaction rates to ensure business continuity and customer loyalty.
- Authorizing replacements or refunds.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
Call Center Manager I Customer Service Manager
OSN
4 2017 - 5 2020
- Manage a team of 100+ agents for both inbound and outbound activities, both on voice and social media, for B2C and B2B customers.
- Inbound teams handled customer inquiries, upgrades, and cross-selling across all of OSN's products.
- Outbound teams handled telesales, resolved technical issues, and performed proactive outbound campaigns.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Measured customer NPS, satisfaction, and developed strategies to ensure an increase in the overall NPS score to over 70%.
- Developed strategies for the improvement of customer journeys through ongoing improvements in processes during and after customer onboarding.
- Provides monthly performance feedback to CSRs to address performance gaps and manage performance improvement.
- Developed sales agents and team leaders through coaching and training to achieve targets and excellent levels of customer service
- Through strategic management and measurement of team performance, develop, plan, and execute departmental improvements while simplifying processes.
- Work with peers (Workforce management) in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Led daily team meetings to review performance, set targets and motivate staff.
Customer Service I Sales Manager
Ventures Middle East
01.2015 - 04.2017
- Leading the Customer Service, Account Management, and Business Development team to handle customer inquiries, achieve sales objectives, and maintain a high level of customer satisfaction with existing consumers and new B2B & B2C.
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Assist the Customer Care and Accounts Management team in handling customer queries and technical difficulties during their period of subscription to Ventures.
- Provide world-class customer service and build trusted relationships with clients on C and Director levels.
- Identifying potential customers in the market, increased sales of the Company Product line from year 2015 to year 2016 with a 30% margin.
- Assisted the Marketing team in upselling and cross-selling opportunities in order to grow the client base.
- Helped in resolving critical issues related to sales and escalated important matters to upper management.
- Advised and engaged with clients through communication and training to increase usage and grow accounts.
- In-depth knowledge of MENA projects across all sectors. Provided a link between the client and account managers team to solve technical issues during their subscription lifecycle, to constantly enhance end-user experience.
- Provision of monthly market intelligence reports detailing analysis of customer and market behaviors and trends.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Call Centre Team Leader I Retention & Sales
Du Telecom
01.2011 - 12.2014
- Directed a team of tele sales, Retention, and Life Cycle Management agents to achieve their targets and handle all clients' cases.
- Sustain individual and team-based targets of key performance indicators (KPIs).
- Create new processes and introduce new methodologies within the team. Manage workforce, call routing, and support management decisions to meet customer demands and priorities.
- Quality of service monitoring, in order to ensure correct employee performance, technical accuracy, and conformity to company policies.
- Provide briefings and trainings to the team members to support them in improving their handling and sales skills.
- Retaining customers via negotiation and persuasive skills through the efficient usage of discretionary retention spend and appropriate customer service tools.
- Playing an important, key role in managing high escalation issues for customers.
- Worked on improving department processes in alignment with management needs and objectives.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Retention Outbound Agent
Du Telecom
11.2008 - 12.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided expert guidance on product selection based on thorough understanding of customer needs.
- Achieved success in cold calling campaigns by thoroughly researching prospects before initiating contact.
- Contacting customers and offering them new products or services.
- Achieved success in cold calling campaigns by thoroughly researching prospects before initiating contact.
- Explaining to the customers the value of the product, along with the monetary value.
- Confirming customer's tech. Visits for the installations, and making a new appointment and rescheduling if required.
- The usage of appropriate skills and knowledge of products and services to consistently identify opportunities to maximize sales/revenue potential (cross-sell/up-sell).
- Identifying and meeting the needs and expectations of customers through the application of skills and knowledge, delivering exceptional customer service through the ability to answer any customer query regarding Du products.
- Ensuring that all targets and key performance indicators are consistently met or exceeded, and achieving the best customer service quality.
- Creating new processes and introducing new methodologies within the team.
- Creating templates for recording team and campaign progress.
- Generating daily and weekly campaign reports to measure team efficiency.
- Contributed to a positive work environment by actively participating in team meetings, offering support to colleagues when needed.
Inbound Call Center Agent
Du Telecom
11.2006 - 11.2008
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
- Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
- Utilized CRM systems effectively to track customer information and ensure smooth communication among departments as needed.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Streamlined processes by suggesting improvements in call handling procedures, resulting in increased efficiency.
- Developed a strong rapport with customers, ensuring repeat business and positive feedback.
- Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.
- Enhanced team performance by sharing knowledge on company products, services, and best practices.
- Efficiently managed multiple tasks simultaneously while maintaining focus on serving customers effectively under pressure situations.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor of Science - Marketing And M.I.S
American University of Sharjah, UAE
Sharjah 09.2003 - 09.2027
Skills
Call Center Management
Customer Service Management
Customer Experience
Customer Service
CRM proficiency
Continuous Improvement
Goal-Oriented
Call Monitoring
Performance Tracking
Certification
Six Sigma Green Belt Certified (LSSGB) - KPMG
Skillsandlanguages
English
Arabic
French
Urdu
Personal Information
- Date of Birth: 07/27/85
- Nationality: Lebanese
Languages
Arabic
Advanced (C1)
Accomplishments
- Achieved an Innovative award by providing ideas to increase departmental monthly revenues in Du Telecom.
- Won Best Call Center award in 2017 aligning call center strategy to company's mission in OSN.
- Won Best Mega Call Center award in 2017, for handling call center of over 300+ agents all over the MENA region in OSN.
- Achieved 61% increase in Monthly Revenue sales in 2021 with the Customer Service team at Masafi.
- Onboarded Customer service teams globally in U.A.E., K.S.A. Turkey and Poland with revenue streams of > AED 2 Million monthly.
Timeline
Global Head of Customer Service
OPONTIA
07.2021 - 09.2022
Customer Service I Sales Manager
Ventures Middle East
01.2015 - 04.2017
Call Centre Team Leader I Retention & Sales
Du Telecom
01.2011 - 12.2014
Retention Outbound Agent
Du Telecom
11.2008 - 12.2010
Inbound Call Center Agent
Du Telecom
11.2006 - 11.2008
Bachelor of Science - Marketing And M.I.S
American University of Sharjah, UAE
09.2003 - 09.2027
Head of Customer Service & Excellence
Emrill Services
9 2022 - Current
Call Center Manager I Customer Service & Sales
Masafi
6 2020 - 7 2021
Call Center Manager I Customer Service Manager
OSN
4 2017 - 5 2020
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