Hazem Al Bakri

Experience

• 

  Le Meridien Hotels & Resorts

  Aug 1991 - Jun 1997

  Telephone Supervisor
• 

  Movenpick Resort & Spa

  Aug 1999 - Jul 2002

  Customer Service Representative
• 

  Belle Vue Hotels

  Jan 2001 - Jan 2003

  Front Office Manager
• 

  Dunes Club

  May 2005 - Aug 2005

  Duty Manager
• 

  Kempinski Hotels

  May 2006 - Aug 2006

  Manager on Duty
• 

  MSTC (Telecommunication co. preventive Maintenance)

  Sept 2006 - May 2009

  Project Manager
• 

  Fitness First Middle East

  May 2009 - Feb 2010

  Front of House Manager
• 

  Hassoneh Cars Trading Co.

  Feb 2010 - Mar 2011

  Sales & Marketing Manger

  sales and marketing (cars)inside and out side of the kingdom

• 

  Https://www.linkedin.com/company/2454638/admin/

  Nov 2011 - May 2022

  Customer Service Manager
• 

  شركة الأندية للرياضة - Sport Clubs Company

  Nov 2011 - now

  - Recruitment, orientation, training, set up of all customer service operations in all new and operational clubs in the kingdom.- Responsible for Member Retention and Customer Experience in 28 health clubs all over the kingdom.- Training of customer service staff and develop skills related to & ensure excellent customer service levels are maintained at all times.- Ensure all customer service procedures processes are adhered to at all times.- Focus on the goals of the company and transfer the same strategy on communications and the social media.- Monitor, analyze and address the challenges and complaints adoption of a strategy to reduce the number of detractors.- Interview, hire and evaluate customer service staff.- Develop strategies, approaches and methods for managing customer relationships.- Managing CRM systems.- Dealing with complaints and settle disputes Members of the clubs, e-mail messages, social media and call center.- Coordinate internal and external processes with call center establish an organizational structure to deal with customers presumed, complaints and customer satisfaction index.- Monitor Retention & Attrition Rate , NPS, OSAT, Marathon Calls Ratios & levels on all clubs. Show less

  • Customer Service Manager

    Nov 2011 - now

  • Customer Service Manager

    Nov 2011 - May 2022