Mohammed Al Munaikh
Customer Experience Specialist
Kuwait City
Summary
Experienced with managing customer interactions and resolving issues efficiently. Utilizes strong communication and problem-solving skills to enhance customer experience to build positive relationships and ensuring customer loyalty.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Experience Specialist
Solutions by Stc
12.2022 - Current
- Handled B2B Focus Groups & Story-telling experiences about solutions by stc.
- Negotiated optimal contract terms and conditions to lessen business risk with collaboration of Regulatory/Legal Department.
- Coordinated beta testing programs to gather early-stage feedback and refine product features before wider release.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Managed product demonstrations and testimonials for performance evaluation.
- Maintained positive vendor relations to build strong partnerships.
- Built numerous of product business cases to target B2B customers on our tactical campaigns (ATL/BTL).
- Created E2E forms related to B2B customers service contracts & service adjustments annex with collaboration of Regulatory Department
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Handling Campaign Management System to dispatch communications to our customers through SMS & E-mail.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Handling E2E projects as internal & external with vendors
- Automating all CEX reports.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Utilized telephone, chatbot, and email platforms to deliver outstanding customer service with coordination of Call Center Team.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Organized customer focus groups to better understand customer needs and expectations.
- Facilitated team meetings focused on sharing best practices to elevate customer service standards.
- Led creation of customer feedback loop, enabling continuous improvement in service delivery.
- Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for various departments.
Social Media Executive
X-cite by Alghanim Electronics
05.2021 - 11.2022
- Analyzed social media trends to optimize posting schedules and maximize audience engagement.
- Crafted compelling copy for social posts that resonated with target audiences, generating shares and comments.
- Collaborated with marketing team members for cohesive branding across all digital platforms.
- Managed company profiles on various platforms, ensuring consistent messaging and visual branding.
- Boosted brand awareness by creating and implementing innovative social media campaigns.
- Enhanced online presence for clients through strategic content development and curation.
- Developed strong relationships with influencers, resulting in increased brand exposure and customer trust.
- Coordinated promotional partnerships with other brands to leverage shared audiences for mutual growth opportunities.
- Trained junior team members on effective use of various social media tools as well as best practices for content creation.
Education
Bachelor's Degree - Marketing
Gulf University For Science & Technology
Mishrif, Kuwait 04.2001 -
Diploma - Marketing
American College of The Middle East
Eqaila 04.2001 -
Skills
Excellent communication
CRM software
Trend monitoring
Policy improvement
Analytical thinking
Teamwork and collaboration
Problem-solving skills
Computer skills
Time management
MS office
Data entry
Calm and professional under pressure
Timeline
Customer Experience Specialist
Solutions by Stc
12.2022 - Current
Social Media Executive
X-cite by Alghanim Electronics
05.2021 - 11.2022
Bachelor's Degree - Marketing
Gulf University For Science & Technology
04.2001 -
Diploma - Marketing
American College of The Middle East
04.2001 -
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