Eassa Fadhel Al Abbasi
Call Center Manager - Virgin Mobile
Kuwait City,Kuwait City
Summary
Accomplished Call Centre Manager with a proven track record at Virgin Mobile Kuwait, enhancing operational efficiency and customer satisfaction. Expert in financial analysis and KPI monitoring, led initiatives that significantly improved performance metrics. Skilled in team leadership and strategic cross-selling, this approach consistently delivers tangible results and operational excellence.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Call Centre Manager
Virgin Mobile Kuwait
Kuwait City, Al Asimah
01.2022 - Current
- Develop and manage daily call center operations: Establish objectives for the call center’s day-to-day activities to ensure smooth operations and the achievement of business goals.
- Analyze call center performance: Collect and analyze key call center statistics, including sales rates, costs, and customer service metrics, to assess and improve overall performance.
- Prepare detailed reports: Generate reports for various departments or upper management, offering insights into call center operations, performance, and opportunities for improvement.
- Financial analysis: Conduct basic financial analyses, including cost-effectiveness and cost-benefit evaluations, to ensure the call center operates within budget and maximizes profitability.
- Drive sales initiatives: Develop and implement strategies for cross-selling and upselling through the call center, leveraging customer interactions to boost sales.
- Customer service policy development: Design and implement customer service policies to enhance customer satisfaction and align with company objectives.
- Goal setting and performance monitoring: Set specific goals for the call center and analyze metrics across inbound, outbound, live chat, and back-office functions to track performance and identify areas for improvement.
Call Center Supervisor
STC
Kuwait City, Al Asimah
01.2021 - 10.2022
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
Call Center Team Leader
STC
Kuwait City, Al Asimah
08.2013 - 12.2020
- Team Leadership (7 Years):Managed and mentored a team of call center agents, ensuring adherence to KPIs such as quality, product knowledge, attendance, and commitment.
Conducted performance evaluations based on key metrics, including accuracy, call-waiting times, and customer satisfaction.
Provided coaching and training for new employees, ensuring a smooth onboarding process.
- Operational Oversight:Supervised floor operations, ensuring seamless handover and management of daily activities.
Reviewed and updated the IVR tree, ensuring alignment with customer needs and recommending changes as required.
Annually reviewed and updated procedures for compliance with audit requirements.
- Reporting & Management Collaboration:Reported key risks, operational issues, and other concerns to top management.
Led interviews for hiring new employees, contributing to team growth and operational excellence.
Call Center Agent
STC
Kuwait City, Al Asimah
07.2008 - 01.2013
- Help Desk Technical Support (4 Years):One of the founders of the Help Desk and Back Office unit at STC.
Provided technical support, resolving issues related to services, hardware, and software.
Escalated complex issues to the network team, tracking and following up on outcomes.
Collaborated with IT teams to ensure prompt resolution of escalated issues.
Developed troubleshooting solutions for service or device-related problems.
- Social Media Customer Care (Twitter, Instagram):Managed customer inquiries and concerns via social media platforms.
Delivered timely responses, ensuring customer satisfaction and issue resolution.
Education
University Diploma - Telecommunication Engineering
Institute of Communication & Navigation
Kuwait City, Kuwait 09.2004 - 01.2007
Skills
Team Training
Database Management
Problem-Solving
Time Management
MS Office
Multitasking Abilities
Complaint Handling
Call Center Management
Sales Support
Service Quality Assurance
Additional Information
System Experience & Courses,
- Cisco system.
- TABS 6.10 & TABS 6.11 system
- Avaya system
- CRM
- Speech log system
- Calabrio system
- Sendbird system
- Teleopti system
Languages
Arabic
Native language
Arabic
Proficient
C2
English
Upper intermediate
B2
Timeline
Call Centre Manager
Virgin Mobile Kuwait
01.2022 - Current
Call Center Supervisor
STC
01.2021 - 10.2022
Call Center Team Leader
STC
08.2013 - 12.2020
Call Center Agent
STC
07.2008 - 01.2013
University Diploma - Telecommunication Engineering
Institute of Communication & Navigation
09.2004 - 01.2007
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