Tarfah Abufaleh

• Managed full contact center operations under outsourcing model, ensuring compliance with contractual KPIs.
• Optimized workflows in social media care operations to enhance service efficiency.
• Developed frameworks to govern vendor performance and drive continuous improvement.
• Oversaw inbound customer care operations, maintaining accountability for daily performance and SLAs.
• Cultivated strong partnerships with vendors through quality performance reviews and invoice validation.
• Championed governance and quality frameworks to align with business objectives.
• Led initiatives to improve digital support experience across social and inbound channels.
• Coordinated development of comprehensive care strategy focused on service excellence.

Worked as a head of Customer care and Support in Yaqoot by Zain KSA leading team to achieve work of a whole department in a small scale for Yaqoot

• Handling call center care team end to end
• Handling end-to-end requirements for IVR system to reduce call to support care agents
• Building digital care team over 35 employees end to end
• Building digital channels integrated with tools to handle customer's complaints end to end

- RingCentral configuration and definition of all rules

- SugarCRM to handle ticketing between agents and support

- Chatbot definition and building for all trees and scenarios

- WFM to handle agent's shifts and workload

• Handling end-to-end requirements for internal CRM to support care agents while dealing with customers
• Building care quality team end to end

- Define KPIs to be achieved by agents

- Building quality check on agent's performance

- Track customer's satisfaction rate

- Handling CITC complaints

- Handling major incidents

- SOP & Knowledge base for agents

- Briefs and training for agents to be updated with any new releases on product

- Handling refunds and Fraud cases

- Quality checks on compositions done by agents

- FAQs periodic updates in alignment with App new releases

- Periodic surveys to customers to ensure quality of service

• Logistics

- Handling delivery partners starting from agreements until they are fully onboarded

- Quality and reporting for delivery partners' performance

- Periodic trails with new partners to add based on performance

- managing Stock of devices and Sims distribution between partners

- Built a dashboard to monitor performance and ensure Quality of service

- Managing dispatch of orders with partners with a collection of POD

- Quality check for driver's performance

- Periodic competitions with partners to enhance driver's performance

- Managing stock of Bags and brochures

• Building processes between care team and other stakeholders internal and external
• Building team Vision to achieve department's objectives
• Building and managing team KPIs to achieve strategic objectives
• Working in alignment with Zain values to achieve expected results for department
• Building Roadmap for care in alignment with product and department Roadmap

• Published content for website and mobile applications, ensuring timely updates.
• Conducted periodic testing on website and app to maintain performance standards.
• Executed user acceptance testing prior to releases to enhance reliability.
• Performed sanity checks post-release to confirm operational integrity.
• Generated Firebase and Google Analytics reports to measure engagement.
• Managed e-shop operations and publishing to ensure seamless customer experience.
• Developed email and SMS campaigns to drive traffic to digital channels.
• Revamped digital channels end-to-end, enhancing user experience and accessibility by 30%.

• Handling VIP journey end to end
• Requirements gathering and analysis for CRM
• Responsible for the intranet content and updates

• Dealing with VIP customer's complaints
• Shift leader to arrange and manage shifts
• Outbound - inbound sales