Eman Alsudais

- Project achievements:

• (Future Contact Center Project),

Responsibilities :

- Benchmark with the best practice for customer care journey.

- Digitalize GOSI services to eliminate the customers' visits to GOSI branches.

- Designing the virtual visits experience to enhance the customers journey.

- Designing the workflow for the IVR (Interactive Voice Response)

- Building LiveChat feature into GOSI official website by collecting the business requirements to enhance customers journey.

- Leading the training process to onboard the agents to use the the new features and tools to gain the customers satisfaction.

- Creating a knowledge center for agents and manual guides for professional responses through the system features.

- Analyzing the customers' behavior by using the analytical tools (goggle analytics - hotjar).

- Monitoring and enhancing the contact center features for quality assurance.

- Collaborated across departments to ensure effective communication and alignment on common goals.

• (GOSI website Development and Appearance),

Responsibilities :

- Planning and executing the change management objectives and deliverables plan.

- Applying the UN criteria to GOSI official website in order to raise the performance indicator from 65% to 88% within 2 months until reaching 96% in the period of 6 months.

- Merging PPA and GOSI official websites.

- Analyzing, evaluating and developing the services for the customers after merging the websites.

- Enhancing the customer journey by highlighting the pain points.

- Analyzing the SLA for GOSI services.

• (Taminaty "core system"),

Responsibilities:

- Activate the Change management plan to deliver the impact for the target audience.

- Gathering the business requirements to build the system features.

- Writing the cases scenarios to create processes, procedures and workflow operations for the system.

- Testing the system and raising the defects to the technical team (IT).

Scope of work and other activity:

- Creating awareness campaigns for GOSI customers.

- Analyzing the customers behavior through analytical tools.

- Responsible of RFP Contracts, onboarding the project team, leading and supervision 5 employees

- Setting the KPIs for the reported employees.

- Streamlined internal processes for improved team efficiency and increased overall productivity.

- Presented updates on progress and milestones at regular meetings with senior management, providing valuable insights for strategic planning purposes.

- Developed strong relationships with key stakeholders, ensuring long-term business success and collaboration.

- Developed process to analyze customer feedback to incorporate insights into product development strategies.

• Collaborated with management to develop strategies for optimizing customer experience.
• Developed strong relationships with key clients, ensuring their ongoing satisfaction.
• Organized regular team meetings to discuss progress toward goals, challenges faced, and best practices learned from daily experiences.
• Created detailed reports on customer interactions for analysis by higher management to identify areas for improvement in service delivery.
• Managed escalated calls professionally, maintaining a calm demeanor while resolving complex issues.
• Enhanced customer satisfaction by promptly addressing and resolving complaints and inquiries.
• Maintained and managed customer files and databases.
• Investigated and resolved accounting, service and delivery concerns.