Rawan Jaber Alahmadi

• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Communicated product quality and market comparisons by creating sales presentations.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Developed new employees and on-going performance assessment of current employees.
• Implemented systems and procedures to increase sales and Customer satisfaction
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Compiled and analyzed data to determine approaches to improve sales and performance.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Managed revenue models, process flows, operations support and customer engagement strategies.
• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.

1-eliminating waste, improving productivity, and achieving sustained continual improvement in targeted activities and processes of an organization.

2- Trains and educates employees in all aspects for kaizen principals.

3-Involved with the planning process, schedules, and implements continuous improvement activities.

4-Involved with the design, review and implementation for kaizen culture.

5-Assist Business Unit Managers in any way needed to ensure that implemented lean principles are being followed.

• Worked well in a team setting, providing support and guidance.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Demonstrated strong organizational and time management skills while managing multiple projects.

1- NPS Program

•Follow-up on the NPS program actions from all aspects and assure implementation and drive full execution

•Do internal Quality check and audit on NPS calls

2- Focused Improvement & Kaizen Lead

•Manage the implementation of projectsa nd suggest initiatives that will lead to quality improvement

•Looking constantly for development and continuous improvement for the entire team in any aspect which will improve the quality of service

3- Analytics & Reporting

•Ensure proper planning of WFM and Efficiency utilization and collaborate with CS Operations in driving the system and efficiency enhancement.

•Support on the NPS system development and support in case of any technical issues

4- Support the Customer Service Strategy Implementation

•Take all required actions to deliver the Call Centre Strategy

•Prepare, update and develop required process maps under the strategy pillars

1- processing family ,business, domestic help products ( new – renewal ) offline

2- Take ownership of the e-commerce backend process, including handling ecommerce calls, coordinating with the

relevant internal units and communicating with customers.

3- Review the internal process flow of ecommerce transactions, including setting KPIs for deliverables.

4- Take ownership on highlighting any issues/delays/problems in the ecommerce process with relevant stakeholders (Projects, IT, Pricing, Finance, Sales, etc…) and leading on proposing changes to improve efficiency.

5- Design a process flow for new products, including the MOL product and Bupa International product.

6- Develop better reporting and tracking tools to measure the performance of each new channel to help the business make better future decisions

1- Responding inbound calls

2- Sending Selling opportunities to the sales departments

3- Dealing with analysis, E-commerce and lead generators, as and when required

4- Handling customer care calls and taking necessary act ions within protocols

5- Taking ownership of customer enquiries and conducting investigations to resolve them or escalating to senior advisors

6- Participating in delivering t raining to new staff

1-Open and maintain customer accounts by recording account information

2-Prepare product or service reports by collecting and analyzing customer information

3-Manage large amounts of incoming calls

4-Identify and assess customers' needs to achieve satisfaction

5-Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution