Mohamed Assar
Head Of Customer Service
Dubai
Summary
Seasoned Head of Customer Service with over 8 years of experience in fostering high standards of client support within fast-paced and challenging environments. Adept at leading dynamic customer service teams to enhance service delivery and achieve outstanding customer satisfaction scores. Proven track record of developing and implementing effective customer service policies, procedures, and quality standards.
Strategic thinker with a strong focus on operational efficiency and team leadership. Skilled in analyzing customer feedback and market trends to drive continuous improvement and innovation in service offerings. Committed to building robust training programs that empower staff with the skills and confidence to exceed customer expectations.
Key strengths include:
- Leadership and Team Building: Successfully managed customer service teams of 400+ members, promoting a culture of excellence, accountability, and cross-functional collaboration.
- Customer Service Excellence: Consistently achieved customer satisfaction ratings above 85%, utilizing a customer-first approach and effective conflict resolution skills.
- Operational Management: Streamlined service processes to reduce response times by 30% and increase first-contact resolution.
- Data-Driven Decision Making: Utilized CRM and data analytics tools to track performance metrics, inform strategy, and drive service quality.
Eager to bring a wealth of knowledge and a proven track record to a forward-thinking company committed to exceptional customer service.
Overview
7
7
years of professional experience
10
10
Certifications
4
4
Languages
Work History
Head of Customer Service
Fund Ourselves
10.2022 - Current
- Raised customer satisfaction scores by 40% within 6 months by implementing a new feedback system and enhancing team training and coaching programs.
- Reduced average call handling time by 23% while maintaining high quality service, by introducing new CRM software and streamlining the call process.
- Developed and executed a comprehensive training program that decreased new hire ramp-up time by 32%, allowing for quicker integration into the support team.
- Implemented changes in the customer service processes that led to a 17% reduction in operating costs while maintaining customer service quality.
- Instituted a quality assurance protocol that resulted in a 30% decrease in customer complaints over a one-year period.
- Initiated a peer-mentoring program that increased employee satisfaction by 11% and reduced the time to promotion by an average of 5 months.
- Implemented an AI-driven chatbot that handled 35% of incoming customer inquiries, freeing up staff to focus on more complex issues.
Head of Quality, Customer Experience & Process Improvement
Xceed
04.2022 - 10.2022
- Spearheaded a customer experience transformation project, resulting in a 20-point increase in Net Promoter Score (NPS) over 3 months.
- Designed and implemented a Voice of the Customer (VoC) program that captured and analyzed customer feedback, leading to the introduction of 15 major service enhancements aligned with customer needs.
- Launched a comprehensive training program focused on quality and customer empathy, increasing customer satisfaction ratings by 35% and reducing staff turnover by 5%.
- Implemented a continuous improvement program that utilized Six Sigma methodologies, resulting in a sustained 5% quarterly improvement in key performance indicators (KPIs).
Customer Service Manager, Germany CS Operations
Amazon
09.2021 - 04.2022
- Expanded customer service capabilities to include social media and live chat support, increasing customer engagement by 22% and reducing email volume by 10%
- Launched an employee recognition program that correlated with a 12% increase in staff satisfaction.
- Reduced the average customer complaint resolution time by 33% by optimizing internal processes and enhancing collaboration between departments.
- Improved overall customer satisfaction ratings by 20% within 3 months by implementing a customer-centric service approach and enhancing communication protocols.
Quality & Training Supervisor
Concentrix
07.2020 - 09.2021
- Lead 21 Quality Evaluators, Trainers, and senior Quality Evaluators across 9 different Projects with a total Headcount of 600+ Customer service advisers serving EMEA
- Projects managed: (Telefonica Germany, Cartrawler Europe, Distributel Canada, Primus Canda, Walmart Canada, PMI Middle East, Keep Truckin US & Canda, Goodwe, ByteDance France, and Vodafone UK SMB)
- Developed and rolled out a comprehensive training program for new hires that reduced training period by 7% while increasing trainee performance scores by 5%
- Implemented a robust quality assurance framework that improved service quality scores by 25% within the first year of deployment.
- Initiated a performance improvement plan that led to a 42% reduction in average handle time for customer inquiries without compromising quality.
Multilingual Quality Evaluator
Concentrix
02.2020 - 07.2020
- Performed root cause analysis to identify and resolve issues, improving quality standards.
- Served as a subject matter expert on various aspects of quality assurance within the organization, providing guidance when needed for decision-making purposes.
- Achieved higher levels of customer satisfaction through meticulous attention to detail during evaluations and timely resolution of concerns.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Drafted technical documents such as deviation reports, testing protocol and trend analyses.
German Account Specialist
Concentrix
11.2019 - 02.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
International Account Adviser
Vodafone UK
10.2017 - 09.2019
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Set and achieved company defined sales goals.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Credential of Readiness (CORe) in Business Analytics -
Harvard Business School
USA 01.2023 - 2023.04
MBA in Business Administration -
IU International University of Applied Sciences
Germany 01.2022 - 2023.04
MBA in General Management -
International MBA Institute
Switzerland 01.2020 - 2022.04
BA in Aerospace Engineering -
Cairo University (CU)
Egypt 01.2013 - 2017.04
Skills
Lean Six Sigma, COPC, Business Administration, Leadership , Computer Science, Outsourcing, Engineering, Training ,Customer Relations, Process Improvement, Customer Experience, Quality Assurance & Auditing, Project Management, SQL, Microsoft Office, Staff Training and Development, Brand representation, Workforce Management, Budgeting and finance, Escalation management, Complaint Handling, Call Center Operations, CRM software proficiency, Customer Feedback Analysis, Customer Needs Assessment, Account Management, Employee Performance Management, Customer Retention, Technical Support, Resource Planning, Loss Prevention, Business Development,Goal Setting, Continuous Improvement
Certification
Microsoft 365 Certified: Fundamentals, Score 88 out of 100
Timeline
Microsoft 365 Certified: Fundamentals, Score 88 out of 100
05-2024
IELTS academic module, 8 out of 9
03-2024
Goethe German Certificate C1, 78 out of 100
01-2024
Credential of Readiness (CORe) in Business Analytics -
Harvard Business School
01.2023 - 2023.04
Head of Customer Service
Fund Ourselves
10.2022 - Current
Project Management Essentials Certified (PMEC), 100 out of 100
06-2022
Certified ISO 9001 Lead Auditor, 76 out of 100
06-2022
Head of Quality, Customer Experience & Process Improvement
Xceed
04.2022 - 10.2022
Certified Kaizen Facilitator (CKF), 100
01-2022
MBA in Business Administration -
IU International University of Applied Sciences
01.2022 - 2023.04
Accredited Program Manager, 94 out of 100
10-2021
Customer Service Manager, Germany CS Operations
Amazon
09.2021 - 04.2022
Certified COPC professional Manager, 90
03-2021
Diploma In Operations Management (Ops)
08-2020
Six Sigma Black Belt, 98 out of 100
08-2020
Quality & Training Supervisor
Concentrix
07.2020 - 09.2021
Multilingual Quality Evaluator
Concentrix
02.2020 - 07.2020
MBA in General Management -
International MBA Institute
01.2020 - 2022.04
German Account Specialist
Concentrix
11.2019 - 02.2020
International Account Adviser
Vodafone UK
10.2017 - 09.2019
BA in Aerospace Engineering -
Cairo University (CU)
01.2013 - 2017.04
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