Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic
Soukina El Barmaki

Soukina El Barmaki

Dubai

Summary

Dynamic and results-driven Customer Service Manager with 15+ years of progressive experience leading high-performing teams in fast-paced contact center environments. Proven track record of driving customer satisfaction, optimizing service operations, and delivering measurable improvements in KPIs including FCR, CSAT, and AHT. Skilled in managing large teams, implementing CRM and call center technologies (e.g., Ziwo, Avaya, Genesys), and developing training programs that boost efficiency and engagement. Known for strategic thinking, cross-functional collaboration, and a customer-first leadership style.

Overview

12
12
years of professional experience
20
20
years of post-secondary education
4
4
Languages

Work History

Customer Experience and Retention Manager

Kitopi
Dubai
03.2021 - Current
  • Managing a team of 50 Cx Executives, TLs, Quality Officers.
  • Leading Customer Service, Digital Channels, Social Media Teams, and Retention and Sales.
  • Developing strategies for routing interactions (voice / email / chat / social media etc.) to make the best use of manpower resources, balancing workload across sites and whilst balancing cost, productivity, and customer experience.
  • Making sure all Call Center SOPs are compiled & updated Employee Onboarding and setting expectations and conduct training session.
  • Ensure all the customer complaints are handled and resolved Analyze Complaint Logs and Prepare Actions for Improvement.
  • Setting strategies and company structures for a better and smoother operation.

Contact Center Operation Manager

Ikcon Cloud Kitchen
Dubai
02.2019 - 01.2021
  • Managed a team of 40 employees.
  • Run the operation of more than 25 Satellite Kitchens across UAE and KSA and more than 90 Brands.
  • Set strategies and company structures for a better and smoother operation.
  • Developed tailored programs to improve performance, experience, quality, complaint handling, and retention using advanced training techniques and coaching methods.
  • Maintained customer satisfaction by providing problems-solving resources.
  • Accomplished Call Center human resources objectives by recruiting, selecting, training, and coaching personnel.

Contact Center Operations Team Leader

Emirates Airlines
Dubai
07.2017 - 01.2019
  • Made sure correct procedures are followed and routinely give directions to the team on what to do and how to improve themselves.
  • Facilitate and organize training sessions for all agents and participate in the recruitment of new call center agents.
  • Received reports on all sales leads.
  • Drove Sales Campaigns and Competitions Among Teams to boost revenue.
  • Tracked weekly, monthly, and quarterly performance and sales metrics.
  • Oversaw the day-to-day operation of the team.
  • Responded to customers’ concerns that can be challenging or monotonous at times.

Customer Sales Service Executive

Emirates Airlines
01.2013 - 07.2017
  • Experience in all aspects of customer service – dealing with queries over the phone.
  • Successfully promote positive customer care, helping as much as possible.
  • Language Skills – excellent communication skills with a friendly and professional manner.
  • Actively greeted customers and maintained a level of conversation.
  • Prioritized workloads such as when customers come in with different issues or problems.
  • Achieving monthly targets by upselling and upselling of services.

Education

Bachelor of Arts -

Kaddi Ayyad
Marrakech
09.2005 - 06.2025

Skills

  • Product knowledge

  • Contact center Solutions

  • CRM Sales Force/ Microsoft Dynamics

  • Operation management

  • Leadership

  • Performance management

  • Adherence to high customer service standards

  • Exceptional interpersonal communication

  • Operation monitoring

  • Staff supervision

  • Complaint management

  • Customer service

  • Team management

Staff training and coach

Accomplishments

📈 1. Improved Customer Satisfaction (CSAT)

Increased customer satisfaction score (CSAT) from 82% to 94% within 12 months by implementing feedback loops, agent coaching, and faster resolution protocols.

⸻

⏱ 2. Reduced Average Handling Time (AHT)

Reduced average handling time by 25% through implementation of smart scripts, streamlined CRM processes, and continuous agent performance tracking.

⸻

💬 3. Implemented Omnichannel Support

Led successful migration to an omnichannel contact center using Genesys, integrating voice, chat, email, and social channels, improving first contact resolution by 30%.

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🧑‍🤝‍🧑 4. Team Training and Development

Designed and launched a comprehensive onboarding and upskilling program that reduced new hire ramp-up time by 40% and boosted agent NPS scores.

Timeline

Customer Experience and Retention Manager

Kitopi
03.2021 - Current

Contact Center Operation Manager

Ikcon Cloud Kitchen
02.2019 - 01.2021

Contact Center Operations Team Leader

Emirates Airlines
07.2017 - 01.2019

Customer Sales Service Executive

Emirates Airlines
01.2013 - 07.2017

Bachelor of Arts -

Kaddi Ayyad
09.2005 - 06.2025

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Soukina El Barmaki