Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 9

- Conducted an audit of the operational processes for the biggest delivery company in Saudi Arabia, using SQL and Tableau for visualization of results 
- Based on outcomes of the audit, optimized the productivity of the Customer Support department of 200+ people. 
- Built a new structure for knowledge sharing inside the company and implemented intelligence-swarming process.
- Wrote automatization process using the chatbot, which decreased the Customer Contact Rate by 40%
- Introduced a new CRM structure with Customer Support queue and enhanced Data Analysis capabilities, which allowed making Staffing Forecasts and tracking customer behavior changes .
As a result, got a decrease in MTTR by 90%.
- Helped to build a Fraud customer detection system that decreased company spending by 4% by building prevention strategies.
- Over 9 years of experience in the support industry.
 - Successfully managed and oversaw 7 support offices located throughout the country, leading and supervising up to 200 subordinates in total.
 - Developed and implemented a specialized Customer Support Team that led to a significant 80% decrease in response time during non-business hours.
 - Created an effective coaching and learning program for support agents onboarding in 6 different offices, leading to an increase in overall productivity and customer satisfaction.
 - Improved the support department's performance by reducing time on-call by 20% and improving first-call resolution (FCR) by 10%.
 - Developed and implemented Support Quality Assurance procedures from scratch, ensuring consistently high-quality service across all locations.
 - An advocate of the "Follow the Sun" support model, which ensures seamless and continuous support for customers across different time zones.
I have 9 years of experience in managing people and operations, and I am currently seeking a position that aligns with these skills. While I appreciate any potential opportunities, I am not interested in a night shift job or a support agent position.