Ra'ef M. Khorami

Experience

• 

  The National Commercial Bank - AlahliNCB

  Feb 2017 - Aug 2017

  Business Development

  • Going through the System Development Life Cycle in building a training management system for the department.• Reporting & Analysis.• Employee support operation.

• 

  PPMDC Ports Projects Management and Development Company

  Jul 2018 - Sept 2018

  Terminal Area Controller
• 

  Goclouddy

  Sept 2018 - Feb 2019

  Business Analyst

  • Developing technical solutions to business challenges.• Responsible for product planning and execution throughout the product lifecycle.• Gathering and prioritizing product and customer requirements, and define the product vision.• Enhancing current processes for more efficiency.• Performing root cause analysis.

• 

  Stc

  Mar 2019 - Apr 2023

  • Won the Gold award at the Gulf Customer Experience Awards 2023 in "Customer at the Heart of Everything"• Won the Bronze award at the Gulf Customer Experience Awards 2023 in "Customer Happiness"• Developed self service dashboards for "Voice of Customer" using BI tools "MSTR" and "Tableau" to be used internally at stc across the entire consumer business unit.• Revamping Voice of Customer methodologies and measures calculations. • Analyzing customers feedback to identify high-priority issues affecting customer satisfaction.• Designing an automated customer loop "CLF" feedback system, and maintaining the project to be up and running live. • Studied the conventional and digital gap and recommend solutions for the conversion.• Uncovering theft and system misusing cases from the data and suggested root cause solutions.• Developed rewards and compensation program for high value customer with initiatives supporting the stc’s objectives.• Developed Red Carpet program that aims for special treatments for High Value customers.• Root cause and KPI target settings analysis. Show less

  • Senior CX Analyst

    Mar 2021 - Apr 2023

  • Customer Experience Analyst

    Mar 2019 - Mar 2021

  • Talent Incubation Program (TIP)

    Mar 2019 - Mar 2021
• 

  Saudi Electricity Company

  Apr 2023 - now

  ▪︎ Strategic Loyalty Partnerships: Established partnerships with key loyalty programs across the kingdom, including qitaf by stc and mokafaa by Alrajhi Bank, resulting in enhanced customer engagement and significant cost savings.▪︎ Billing Integration Project: Led strategic billing integrations with major customers (stc, aramco, SABIC, TAWAL and LATIS) leading to accelerated collections and improved customer relationships. ▪︎ Complaints Handling Overhaul: Revamped the complaints handling process, achieving a 60% reduction in complaints and a 20% CSAT increase. Recognized with a Gold Award at ICXA24. ▪︎ Digital Payment Boost: Improved digital channel payments by 800% through embedded communication links, earning a Silver Award at ICXA24. ▪︎ New Service Office Identity: Participated in the redesign of all service offices with a modern, customer-centric approach, enhancing brand perception and service delivery. ▪︎ RPA Technology Implementation: Utilized RPA technology across multiple use cases, enhancing service time by 20% in the contact center and improving complaint resolution quality while optimizing agent productivity. ▪︎ Represented SEC initiatives and won golds, silver and bronze awards at the International Customer Experience Awards 2024 (ICXA24) ▪︎ Implemented innovative communication strategies in enhancing all type of communications with customers ▪︎ Developed and executed training programs to enhance frontline agents’ skills, driving agent CSAT improvements. ▪︎ Managed cross-functional teams, fostering collaboration and building a high-performance culture. Show less

  • Division Manager - CEX Insights & Programs

    Jan 2024 - now

  • Division Manager - CX Programs Design & Performance

    Apr 2023 - Dec 2023