OUALID DEBBIHI
Sharjah,UAE
Summary
Accomplished professional with expertise in resource allocation, staff development, and strategic planning. Demonstrates strong business acumen and decision-making skills, complemented by proficiency in telephony systems operation and Microsoft Office. Adept at managing recruitment processes, customer service protocols, and quality assurance to enhance organisational efficiency. Committed to leveraging emotional intelligence for effective staff management and business reporting.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Customer Care Supervisor
OUNASS
Dubai
08.2021 - 01.2025
- Oversee Contact Center Operations: Efficiently manage dayto-day operations of a Contact Center, ensuring timely issue resolution and compliance with Operational Level Agreements (OLA)
- Resource Planning: Forecast staffing requirements necessary to achieve Objectives and Key Results (OKRs) for the Contact Center, optimizing resource allocation
- Team Leadership: Lead and manage a team of 60 employees, providing coaching, performance evaluations, and fostering a positive work environment
- Monitoring Customer Interaction: Vigilantly monitor and analyze customer interactions across multiple channels, identifying areas for continuous improvement
- Process Optimization: Assume ownership of Contact Center processes and procedures, continuously optimizing and streamlining operational workflows
- Quality Control: Lead the quality assurance process, implementing monthly improvements as needed
- Customer Feedback Analysis: Analyze various sources of customer feedback, driving staff training, recognition, and collaborating with cross-functional teams to implement improvements
- Manage Contact Center budget providing regular shrinkage reports comparing monthly expenditures against budget, stretch and rockstar allocations
- Oversee revenue recovery task involves managing efforts to identify and collect outstanding or potentially lost revenue, ensuring the organization maximizes its financial resources and minimizes losses
IT Administrator
LABELLE
Um Al Quwain
07.2020 - 07.2021
- Installing and configuring new hardware and software
- Assisting in designing LAN networks
- Configuring switches, routers, and access points
- Taking ownership of all IT-related issues
- System support for more than 27 retail branches
- Responsible for user training
- Monitoring and routine maintenance of networks and servers
- Implementing security protocols and procedures
- Creating user accounts and performing access control
- Documenting processes
- Performing diagnostic tests and debugging procedures
Customer Service Professional
EMIRATES GROUP (DNATA)
Dubai
06.2016 - 06.2020
- Resolve passenger complaints in a timely manner
- Delivering exceptional customer service to customer airlines
- Regularly managing to up-sell upgrade program
- Understand all the prospect's needs and problems
- Meet with potential clients and act as their travel consultant
- Follow up with new and existing clients
- Identify buyer persona profiles
- Finalizing the flights
- Preparing PNL and load sheet reports
Customer Service Team Leader
NAMSHI INTERNATIONAL SERVICES
Dubai
01.2012 - 05.2016
- Ensure adherence to service level agreements (SLAs)
- Generate daily, weekly, and monthly reports to track KPIs
- Prepare billing reports for the offshore contact center
- Manage the end-to-end hiring process for new team members
- Maintain regular communication and follow-ups with clients
- Provide clear project objectives and vision to the team
- Address and resolve any dysfunctional behavior within the team
- Foster a positive work environment
- Establish and communicate clear goals
- Delegate tasks effectively and set appropriate deadlines
- Oversee day-to-day operations and ensure smooth functioning
- Monitor and evaluate the team's performance
- Identify and provide training opportunities for skill development
- Encourage creativity and a willingness to take calculated risks
Education
Bachelor - Logistics and Supply Chain Management
American University in the Emirates
Dubai, United Arab Emirates 01.2016 - 05.2022
Skills
- Resource allocation
- Staff development
- Emotional intelligence
- Decision making
- Strategic planning
- Telephony systems operation
- Microsoft Office expertise
- Documentation and control
- Staff management
- Business acumen
- Business reporting
- Recruitment processes
- Customer service protocols
- Quality Assurance
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Languages
English
Fluent
Arabic
Native
Certification
Certified in Lean Six Sigma Green Belt and Black Belt.
Timeline
Customer Care Supervisor
OUNASS
08.2021 - 01.2025
IT Administrator
LABELLE
07.2020 - 07.2021
Customer Service Professional
EMIRATES GROUP (DNATA)
06.2016 - 06.2020
Bachelor - Logistics and Supply Chain Management
American University in the Emirates
01.2016 - 05.2022
Customer Service Team Leader
NAMSHI INTERNATIONAL SERVICES
01.2012 - 05.2016
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