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Work Background
YourCXCYour Customer Experience Consultant
Oct. 2024Dubai, United Arab EmiratesWelcome to YourCXC, your trusted partner in optimising the Customer Experience. As Your Customer Experience Consultant, I am dedicated to helping businesses create exceptional experiences for their customers at every touchpoint along the Customer Journey. Through expert consultation, I guide you in understanding customer behaviours and improving service strategies to drive customer loyalty and satisfaction. For personalised advice and to elevate your business’ customer experience, reach out to me today! Contact me via email at experience@yourcxc.com or call me at (UK) +44 1234 567890 or (UAE) +971 55 951 5510 for further inquiries. Let YourCXC transform your customer interactions and pave the way to long-lasting success.
OJ LifestyleChief Operations Officer
Apr. 2021 - Jun. 2024Dubai, United Arab EmiratesOJ Lifestyle is a lifestyle brand featuring three divisions: experiences, fashion and social sustainability. The brand was launched in UAE by Omar Jackson in 2019 and at its core is the digital lifestyle membership app, “X” by OJ Lifestyle. “X” has several notable partnerships and collaborations with high quality brands across multiple sectors such as Coca-Cola Arena, Zaya Nurai Island, CosmeSurge and Cove Beach to name a few.
Renault Middle EastCustomer Service & Quality Manager
Aug. 2017 - Apr. 2021Dubai• Manage/Animate the Quality Indicators and report results on a monthly basis to each importer:
o Voice Of Customer
o Rate Of Return
o Dealer Hot Alerts
o Mystery Shop • Analyse monthly VOC/Mystery Shop data for each Importer and develop necessary action plans to achieve annual performance targets set
• Prepare and deliver monthly performance report/presentation • Deploy the C@RE 2.0 Program ensuring the implementation of methods and standards • Perform a diagnostic assessment of poor performance Importers in line with Quality Indicators
• Manage critical Customer Complaint Cases with the objective of resolving and closing the case which are escalated directly to RME with the Importer • Co-ordinate the Network Training requirements with the Training Provider to build an annual training plan • Identify training needs in line with an annually agreed plan and allocated budget by the Region • Monitor and animate the performance of each importer in relation to OTS & corporate KPI. • Develop necessary action plans to achieve KPI and apply robust process to be followed for all campaigns by all Importers
Groupe RenaultSenior Customer Support Manager
Feb. 2013 - Jul. 2017Maple CrossManage the North Territory Customer Relations Back Office in order to improve the Brand Experience for all Customers and Prospects. Overall responsibility for the customer journey of small to medium sized businesses, corporate, fleet and hire companies. Operational responsibility of managing a team, work streams, processes and projects, in order to achieve platform Quality, Cost and Time objectives. Responsibilities include:
Resource Planning - Resource Management - Performance Management – Budgeting - Supplier Management - Process Management - Project Management - Transversal Management Customer Relations point of contact for a number of Renault VIP customers including:
• Enterprise Rent-A-Car
• Alliance Healthcare Boots
• ISS
• United Technologies / Chubb
• Stapletons Tyres Create and publish bespoke After Sales processes for key customers:
• ATS Euromaster – Online dealership product/conversion guidance process
• Alliance Healthcare Boots – Ambient Temperature Controlled dealership after sales process Attend regular business meetings with Renault UK leasing partners to share best practice:
• Lex Autolease
• Leaseplan
• Alphabet Customer Relations point of contact for the Area Managers for Business and Corporate Sales:
• Actively support the Area Managers with ongoing customer vehicle/fleet concerns
• Attend bi-weekly meetings to discuss issues/concerns and share best practice Develop processes/systems to improve Customer Relations productivity in line with business needs:
• Customer vehicle downtime system
• Dealership network to Renault UK online communication tool
• Dedicated Customer Relations dealership platform
• Dedicated Customer Relations fleet platform Managed Enterprise Rent-A-Car as a supplier and key business partner in line with:
• Bespoke business contract
• Closely monitored KPIs
• Attend monthly business performance review meetings
• Undertake formal Quarterly Business Reviews
Ocean ConsultingRecruitment Consultant
Oct. 2008 - Apr. 2009WokinghamDeveloping new business revenue against company targets Winning SME and PLC new business partnerships Delivery of recruitment, training and Psychometric services Active in the marketing of demand candidates to existing and new clients
Groupe RenaultCustomer Support Manager
Jun. 2007 - Feb. 2013Maple CrossManaged every complaint from creation to resolution ensuring each and every customer received a first class Renault Customer Experience Proactively resolved a high number complaints to restore brand confidence and improve buy again intentions and ensure customer satisfaction Resolved cases in an efficient and timely manager achieving individual platform commitments including seven day case resolution, cost per complaint and ongoing case volume, meeting defined targets of Customer satisfaction, brand loyalty and Customer retention Managing United Kingdom and Ireland retail, business and corporate customers
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