Sara AlSalama

Experience

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  Solutions by stc

  Jan 2011 - Jan 2015

  Assistant Project Manager

  Supervised 3 call center projectsManaged more than 50 employees remotelyManaged employees’ affairs

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  Tamkeen Technologies

  Mar 2015 - Feb 2021

  Build customer journey, define touchpoints (such as phone, email, website, meeting,...etc.), and integrate them with tool to automate CSAT surveys and feedback.Improve organization CSAT scores through enhancing customer journey, surveys, and actions taken.Build COPC processes and standards to ensure consistent and high-quality customer care.Improve customer satisfaction and experienceManage all customer care activities and journeys for internal and external customers. Establish customer care Department.Develop and enhance service procedures, policies and standers.Successfully optimized one of call center CSAT score from 60% to 90% within less than one year.Responsible for managing all customer care projects, team, quality, and services.Managed more than 80 employeesEnsures a high level of employee engagement and capability development by providing ongoing feedback. Responsible for managing 4 customer care projects with more than 15 employees.Defined goals and key performance indicators for each member, monitored their KPIs and ensures an effective performance management process.Ensured a high level of employee engagement and capability development by providing ongoing feedback.Developed daily, weekly, monthly, and yearly reports.

  • Senior Manager Customer Care

    Feb 2020 - Feb 2021

  • Contact Center Manager

    Apr 2017 - Feb 2020

  • Customer Service Officer

    Mar 2015 - Mar 2017
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  Solutions by stc

  Jan 2022 - Dec 2023

  Managing contact center projects across five locations, overseeing all aspects of operations and ensuring seamless delivery of services.Implemented COPC standards to enhance quality, efficiency, and customer satisfaction.Successfully launched new services and implemented new technologies.Implemented comprehensive mechanisms to capture and analyze customer satisfaction data, identifying areas for improvement and implementing strategies to enhance customer satisfaction levels. Managing multiple contact center projects (+400 M).Cultivate and maintain strong relationship with project stakeholders to monitor projects progress, mitigate risks, and resolve issues in accordance with project requirements and deliverables.Oversee financial aspects including monitoring the budget, project cash flow, and resources utilization on projects.Collaborate with multiple stakeholders to evaluate contracts and timelines.Developing employees’ KPIs.

  • Manager, CLM Operations

    Jun 2023 - Dec 2023

  • Manager, CLM Project Delivery

    Jan 2022 - May 2023
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  Upsource by solutions

  Jan 2024 - now

  Director, Customer Experience

  Developed and implemented a customer experience framework aligned with the company's business goals and objectives.Defined customer journey stages, touchpoints, and key moments of truth.Implemented customer feedback mechanisms to gather insights and drive continuous improvement initiatives.Established key performance indicators (KPIs) to measure the effectiveness of CX initiatives and track progress over time.Identified and prioritized CX improvement opportunities based on customer feedback, data analysis, and industry benchmarks.Created a roadmap for implementing CX initiatives, including timelines, resource allocation, and expected outcomes.Collaborated with cross-functional teams to identify customer pain points and implement solutions to improve overall customer satisfaction.Monitored and measured the impact of the CX framework on key performance metrics such as customer satisfaction, retention, and loyalty. Show less