Albandri Abdullah Bin Saad

CX Strategy & Optimization:
- Develop and implement strategies to improve customer experience and drive customer satisfaction.
- Identify areas for process improvement across customer touchpoints.
- Work cross-functionally with product, marketing, and support teams to ensure customer-centric approaches.

Customer Journey Enhancement:
- Map, evaluate, and enhance end-to-end customer journeys for seamless interactions.
- Identify and resolve friction points, ensuring smooth, efficient experiences.
- Conduct in-depth customer research, surveys, and feedback analysis.

Customer Satisfaction Monitoring:
- Track and analyze customer satisfaction (CSAT), (SLA), and other key metrics.
- Provide actionable insights to leadership for continuous improvement.

Continuous Improvement:
- Continuously analyze feedback and industry trends to stay ahead of customer expectations.
- Implement tools and technologies (like CRM systems, chatbot, etc.) to enhance customer experience.

• Maintain consistent and efficient daily operations process by refining tools and procedures to effectively manage high-volume customer transactions within established SLA targets.
• Lead and manage special projects, and implement new processes to improve overall customer experience.
• Develop detailed reports and real-time dashboards to monitor performance, identify operational challenges, and explore alternative solutions for continuous optimization.

• Improve complaints handling process to ensure SLA compliance is achieved and address any gaps to enhance overall customer experience (CX).
• Verify and input data from external sources, ensuring accuracy, while supporting data enhancement initiatives through increased automation in CRM system.
• Develop dashboards that provide actionable insights to identify opportunities for CX improvement and ensure alignment with performance KPIs.

• Consistently achieve and surpass sales targets in alignment with client growth across all products and services.