Said Saddouk

Experience

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  Deutsche Post Customer Service Center

  Aug 2009 - Oct 2014

  💡 Conduct regular quality circles.💡 Coordinate the quality assurance team.💡 Derive, track & trace quality improvement measures.💡 Conduct internal audits and prepare for external audits/certifications.💡 Derive questions for monthly knowledge tests.💡 Create knowledge tests and administer the Moodle tool.💡 Analyze and derive measures from knowledge test results.💡 Monitor calls and written samples (including using NICE QM).💡 Coach employees.💡 Develop training and quality improvement measures.💡 Support knowledge management. Show less

  • Quality Manager in Customer Service

    Apr 2013 - Oct 2014

  • Trainer in Customer Service

    Jan 2012 - Mar 2013

  • Customer Service Agent in Front and Backoffice, and Multiplier

    Aug 2009 - Dec 2011
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  Walbusch Walter Busch GmbH & Co. KG

  Nov 2014 - Sept 2016

  Coordinator Quality & Steering in Customer Service

  💡 Establish and develop a quality management system.💡 Conceptualize and implement a service provider control concept.💡 Conduct internal and external quality circles.💡 Develop, track & trace (quality) KPIs.💡 Design scorecards.💡 Create MysteryShopping scenarios and conduct MysteryCalls.💡 Conceptualize trainings and create training materials.💡 Prepare and conduct trainings.💡 Develop training and quality improvement measures.💡 Create articles and maintain the knowledge management system.💡 Develop and conduct knowledge tests.💡 Serve as a subject matter expert.💡 Control intraday operations.💡 Control service providers. Show less

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  Unitymedia

  Oct 2016 - Apr 2018

  💡 Establish and develop a quality management system.💡 Conceptualize and implement a service provider control concept.💡 Qualitative control of service providers / external call centers.💡 Conduct internal and external quality circles.💡 Develop, track & trace (quality) KPIs.💡 Develop a quality dashboard for qualitative control of internal and external areas.💡 Qualitative control of external partners in customer service.💡 Administer, develop and analyze cross-functional customer satisfaction surveys, including call completion surveys and NPS.💡 Continuously develop and improve processes and systems. Show less

  • Speech Analyst in Customer Service

    Jul 2017 - Apr 2018

  • Quality Auditor im Customer Service

    Oct 2016 - Jun 2017
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  Vodafone

  Apr 2018 - Jan 2022

  Quality Specialist Enhancement in Customer Service

  💫 Quality Management | Speech Analytics | Incentives | Customer Surveys | Customer Service 💫💡 Conduct root cause analyses using contact analysis tools such as Verint Speech Analytics and NICE Speech Analytics and derive corresponding measures.💡 Develop and implement evaluation tools and knowledge tests for all contact channels in customer service.💡 Administer, develop and analyze cross-functional metrics and survey methods for customer satisfaction, including after-call surveys and Net Promoter Score.💡 Analyze customer feedback to derive measures for improving customer service.Conduct internal calibrations and Voice of the Customer workshops.💡 Derive and implement quality improvement measures for internal and external employees to increase customer satisfaction.💡 Design and conduct workshops, including Design Thinking, to improve quality in customer service and customer satisfaction.💡 Develop and implement incentive and motivation campaigns and feel-good measures for internal and external employees.Create dashboards and scorecards to manage internal and external customer service. Show less

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  The Facilitainer

  Aug 2023 - now

  What Is The Facilitainer All About?Experience virtual events like never before. Welcome to a realm where every online workshop and webinar becomes an interactive celebration of learning. Elevate your Virtual Facilitation with the Facilitainer.Who Is the Facilitainer?I’m Said, the Facilitainer. Inspired by boring online events, I took action. Using tools like Miro, OBS Studio, Stream Deck, Mentimeter, Zoom, Butter, I ensure online gatherings aren't just informative but engaging. Together, we'll make your virtual events memorable.How Can I Assist You?🪄 Training Sessions: Navigate online platforms with ease.🪄 One-on-One Coaching: Enhance your virtual events and connect better.🪄 Consulting: Strategize for impactful virtual events.🪄 Event Hosting: Experience interactive events, game nights, and more.Who Benefits from My Services?Tailored for Virtual Facilitators, Professionals, Teams, and Communities. Whether you're in L&D or Content Creation, I'm here to assist.Why Choose The Facilitainer?Virtual experiences, redefined. It's not just about participating; it's about leaving an impression. Whether a training or a community event, stand out with the Facilitainer.How To Overcome Virtual Hurdles?The virtual space has challenges, but with me, they become opportunities. Let's infuse sessions with entertainment and make every event unforgettable.How to Connect with The Facilitainer?🌍 Explore More: theFacilitainer.com🗓️ Book a free Introduction Call: thefacilitainer.com/get-in-touch/✉️ Email: said@theFacilitainer.com💬 Message Me: Reach out on LinkedInLet's make every virtual interaction memorable. Show less

  • Facilitainer

    Aug 2023 - now

  • Trainer

    Aug 2023 - now

  • Facilitator

    Aug 2023 - now