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المحترفون
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Doha
Salah Eldin Hasoun

Salah Eldin Hasoun

Customer Experience

خدمة العملاء / دعم

Doha, بَلَدِيَّة اَلدَّوْحَة

اجتماعي

عن Salah Eldin Hasoun:

Highly accomplished and seasoned Customer Experience Senior Manager with over two decades of remarkable expertise in orchestrating exceptional customer journeys. A bilingual communicator fluent in both Arabic and English, I possess an in-depth understanding of the nuances and cultural sensitivities within the Arabian Gulf region. My profound insights and proficiency in navigating complex customer landscapes have consistently elevated brand loyalty and satisfaction.

My journey in the field of customer experience has been characterized by a relentless pursuit of excellence and innovation. Leveraging my comprehensive knowledge of ERP systems, I have orchestrated seamless customer interactions and streamlined processes, resulting in enhanced operational efficiency and customer delight. My adeptness in Service Level Agreement (SLA) management and Key Performance Indicator (KPI) evaluation has ensured consistent adherence to industry-leading standards, fostering a culture of accountability and continuous improvement within teams. One of my key strengths lies in mapping out customer journeys that resonate with diverse demographics, ultimately leading to heightened engagement and loyalty. My deep-rooted familiarity with the Arabian Gulf region's preferences and behaviors has enabled me to design personalized experiences that resonate with local sensibilities while aligning with global best practices. Throughout my career, I have cultivated a leadership approach that nurtures cross-functional collaboration and fosters a culture of empowerment. My ability to motivate, guide, and mentor diverse teams has consistently resulted in high-performing units that deliver outstanding customer-centric outcomes. In summary, my 20 years of experience in senior customer experience management, coupled with my bilingual proficiency, Arabian Gulf familiarity, and expertise in ERP systems, SLA/KPI management, and journey mapping, positions me as an invaluable asset to any organization seeking to cultivate enduring customer relationships and achieve unparalleled customer satisfaction.

الخبرة

Dec’21-Aug’23:  United Development Company (UDC), Doha, Qatar as Head of Public Services Relations (Customer Experience)

Role Objective:

  • The Head of Public Services Relations is to assist with the needs of Clients. Responding to the concerns and feedback of Customers. Communicate challenges and issues to other departments within the company and sometimes conduct investigations. Ensure all Customers are given the desired service, and every demand and equity has been handled and challenges are resolved promptly ensuring that Customers are satisfied.

Key Responsibilities:

  • Develop and implement Customer Service /experience polices in the orgnization.
  • Finding ways to measure Customers’ Satisfaction and improve services.
  • Communicate contiousely with VIP Clients via all means of communications.
  • Invistigating and solving Clients’ issues which may be compex and/or long-outstanding. 
  • Lead community enhancments and customer expereince reviews and initiatives.

Jul’10 – Dec’21:  Al Mouj Muscat S.A.O.C., Muscat, Oman as Customer Service Manager

Role:

  • Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT
  • Working towards first time resolution and driving operations teams’ productivity and quality
  • Ensuring that client SLAs and deliverables are met and effective resolution is provided
  • Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices
  • Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency
  • Monitoring service operations with focus on implementing policies and procedures as well as developing and streamlining systems
  • Organizing & controlling programs with respect to cost, resource deployment, time overruns and quality compliance to ensure satisfactory execution of same 
  • Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT
  • Managing key accounts and VVIPs customers
  • Developing the yearly CS budget and ensuring effective adherence, implementation and utilization of resources
  • Working with IT department on the enhancements of the ERP (CRM) to ensure effective management
  • Coordinating with Community Management & Facilities Management for any customers’ related challenges, asset management, and/ or events

Mar’05-Aug’09: DAMAC Properties, Dubai, UAE as Client Relations Assistant Manager 

Jul’02-Feb’05: DHL Express, Dubai, UAE as Call Center Agent

Dec’01-May’02: RIGID Trading LLC, Abu Dhabi, UAE as Sales Executive

 

التعليم

  • 2017: MBA from University of Strathclyde, Scotland, United Kingdom
  • 2000: B.Sc. (Business Administration) from Ajman University of Science & Technology, Ajman, United Arab Emirates

محترفون من نفس قطاع خدمة العملاء / دعم مثل Salah Eldin Hasoun

محترفون من قطاعات مختلفة بالقرب من Doha, بَلَدِيَّة اَلدَّوْحَة

المستخدمون الآخرون الذين يطلق عليهم Salah Eldin

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