Revolutionary company enabling buying and selling of cars through Website/Mobile App experience across India, UAE, Thailand and Australia. The biggest car seller in UAE in the first year of its set up here.
• Spearheading setting up and managing Customer Experience Contact Centers and outsourced call centers to support Customer interactions in English and Arabic both in Voice and Chat platforms.
• Setting up Tech to manage and gather Customer Experience insights through various channels of Voice and Non-Voice in the most cost-effective way.
• Deployed Genesys PureCloud Technology to manage UAE Inbound and Outbound leading to monthly savings of over 80% on current expense.
• Building engaging cross-functional relationships to bring customer insights to the forefront of business decisions while partnering with cross-functional leaders to evaluate and recommend key strategic growth opportunities for the portfolio rooted in insights.
• Strategizing vendor outsourcing and automating technology via chatbots and Dialer Solutions while keeping a pulse on consumer change drivers to keep leadership teams informed on future thinking and the potential impact on overall business strategies.
• Setting up and Managing Lead conversion to Booking for “Wish List”, and “Booking Initiated” to Seller side for “Appointment Generation” Campaigns. Managing Top of the Funnel eventually leading the Sales and Procurement of the Vehicles, across UAE and KSA.
• Management of WhatsApp and Email communications based on Customer Journey for Lead generation.

Leading the set-up of customer service center for GCC’s biggest cloud kitchen operator, with 42 back-end kitchens in 4 countries and 15000 daily incoming customer Orders.
• Designing and Implementing Governance Structures, Capacity Management, SLA/KPI ownership for contact center.
• Agent training, on-boarding, and quality assurance management
• Vendor management, with optimizing contact costs through automation and digital transformation of processes
• Setting up Technology (Dialer) and Outsourcing Solution for Cost Optimization across the region ( UAE, KSA, KWT, BAH and JOR).
• Managing promotional campaigns for Brands through SMS Campaigns.
• Working with Cross Functional Team in Product, Technology and Logistics Team to improve the Tech and Process at the kitchen and delivery partner level based on Customer feedbacks.
• Coming up with insights for scope of automation and mistake proofing by studying KPI and SLA of the CX Team to improve Tech solution and Service Delivery across

Managing the day-to-day operations of Careem’s customer service centers across 5 sites in 4 countries. Responsible for process improvements, new process set-up, vendor management and agent quality and trainings.

Contact Center Operations for Collections: Controlling the exposure of revenue in Cash intensive Markets of KSA, JOR, PAK and EGY for Careem Ride Hailing business.
• Analyzed the existing Captain Cash Limits – By Country/City, ATF (Avg Trip Fare), By Car Type, Number of Daily/Weekly Trips, Nature of Captain (PT/FT/Casual).
• Integration of new channels of Payments for Captains across different countries (One Card/Easy Paisa/Fawry).
• Promoted the use of Packages for Customers – to promote digital transactions over Cash.
• Set-up the Captain Collection Process (vendor selection, collection agencies tie-ups) for high default and Cash Markets like PK, EGP, KSA and JOR
• Rolled-out a segmented Collection Strategy/script basis Delinquency Stage & Balance Outstanding.
• Reduced the Bad Debt/Outstanding by ‘$3’ MM within the first 12 months; Bad Debt as % of GMV reduced by 50% on monthly basis.
• Introduced x-selling in supply constraint cities to win-back captains to drive with Careem.

Contact Center Operations for Careem Bike: A first in the region service launched by Careem, where customers can take/drop bicycles from a set of docking stations across the Dubai after booking through the app
• Project owner to define and design the Care set-up of Careem Bike ops: A complex set-up of self-help through docking station comms & In-app support channels, with 18 agents.
• Vendor selection, training & onboarding and defining all the KPIs for the site ops (contact rate, agent training, SLAs, resolution time etc.)
• Back-end system selection, roll-out and agent trainings for a completely new product/service line of Careem, with different customer journey compared to Ride Hailing care ops

Contact Center Operations for Hala-Careem JV (Dubai Taxis/HALA): A first of its kind PPP model globally, enabling Dubai Taxis booking through Careem App
• Project Owner & POC for Careem to build and scale the CARE ops for JV : A ‘25’ agents multi-site (2), multilingual (Urdu, Arabic, English) and multi-channel (voice, chat, email) set-up
• Defined & rolled-out SOPs, SLAs, KPIs (Quality, Ops, resolutions) and Agents performance
• Conceptualized and rolled-out the back-end platform, IVR and system configs for agents and complex integration with Careem customer app.
• Stakeholder management involving Senior Government officials (RTA), Taxi fleet owners and JV CXO team

Delivered bottom-line impact through existing Care ops streamlining

Vendor Management and Cost Rationalization: Careem Care set-up supports 15+ countries through 12 vendors with 9 sites in 4 countries
• Standardized the vendor contracts (including IT tool, infrastructure, Telecom, Facilities management, Manpower deployment) across all the Care sites
• Re-negotiated rates through process centralized and market benchmarking.
• Managed the overall vendor relationship- reporting/tracking, bonus/penalties etc.
• Re-negotiated rates through process centralized and market benchmarking; realized cost savings of $2 MM annualized.

Solution Design and Operations Governance Design and Management of 180 Agents across 2 Countries.
• Improved the Win Rates from 18% to 75% in 6 Months.
• Designed and Set up of End to End Collections Process – Consumer and Enterprise Accounts
• Managed Operations and KPI across India and UAE
• Designed and Deployed Performance Management Solutions

Managing the only site in MENA supporting Marketing/Sales and Operations in the region.
• Managed the business worth revenue of $4 MM in the region, while maintaining a profit rate of 24% year on year.
• Participated in RFPs and Sales events for Business development.
• Headed Operations for International Health Insurance and German Manufacturing Company in MENA region.

Managed Operations of over 240 Agents, 14 Managers for American Non-Financial Institution.

• Managed Revenue target for Genpact in the range of $5.3 Million.
• Developed Operating Models and Delivered Strategies across the Process to improve and exceed Process Metrics.
• Retention Management and Capacity Management.
• Worked with Cross Functional Teams to enhance Productivity Delivery Improvement Projects.
• Gained market share through competition against third party companies and agencies.