Mohammad Bsiso

Team Leadership and Management Customer Experience Oversight Strategic Planning and Implementation Collaboration and Communication Training and Development Technology and Tools Management Compliance and Standards Regional Market Understanding

• Supervising Customer Support Teams: Oversee and lead a team of customer support agents across the region. This includes hiring, training, and mentoring staff.
• Performance Management: Monitor and evaluate the performance of support staff, providing feedback, coaching, and setting performance goals.
• Scheduling and Resource Allocation: Ensure that customer support teams are adequately staffed and resources are allocated efficiently to meet demand, especially during peak periods.
• Ensuring Quality Service: Maintain high standards of customer service within the region by enforcing best practices, and ensuring customer interactions are handled promptly, professionally, and efficiently.
• Handling Escalated Issues: Manage complex or escalated customer complaints and ensure satisfactory resolutions, liaising with senior management when necessary.
• Customer Satisfaction Tracking: Implement and monitor customer satisfaction surveys and KPIs, analyzing results to identify areas for improvement.
• Regional Strategy Development: Develop customer support strategies specific to the region, aligning them with company-wide objectives and customer needs.
• Process Improvement: Continuously assess and improve processes to enhance customer experience, reduce response times, and optimize support workflows.
• Cost Management: Optimize operational costs by analyzing support metrics, identifying inefficiencies, and implementing cost-effective solutions.
• Cross-Department Coordination: Work closely with other departments (such as sales, marketing, product, and operations) to ensure alignment and smooth handling of customer queries, product issues, or service-related concerns.
• Feedback Loop: Collect and share customer feedback with product and marketing teams to help improve services, products, or customer communication strategies.
• Reporting: Provide regular reports and insights to regional leadership and senior management, showcasing performance, customer feedback, and any emerging trends.
• Onboarding and Training: Develop and implement training programs for new hires as well as continuous learning initiatives for existing staff.
• Knowledge Base Management: Ensure that customer support teams have access to up-to-date resources, FAQs, and troubleshooting materials to handle customer inquiries effectively.
• Support Tools Optimization: Oversee the selection, implementation, and use of customer support platforms and technologies (e.g., CRM systems, helpdesk software) to enhance productivity and customer satisfaction.
• Data Analysis: Use data analytics tools to monitor customer support metrics (e.g., response time, resolution time, customer satisfaction), identify trends, and take action where necessary.
• Compliance Adherence: Ensure that customer service operations in the region comply with relevant industry standards, laws, and company policies (e.g., data protection, service level agreements).
• Internal Audits: Conduct regular audits of customer service practices to ensure alignment with company objectives and industry standards.
• Local Market Adaptation: Tailor customer support strategies to the specific needs and expectations of customers in different areas within the region, taking into account local languages, cultures, and market conditions.

• Managing the customer support department's day-to-day functions
• Responding to escalated customer support issues
• Implementing customer support processes to enhance customer satisfaction
• Formulating and revising customer support policies and promote their implementation
• Informing the team of all new information related to products, procedures, and trends
• Assessing support statistics and preparing detailed reports on the findings
• Interviewing and hiring new employees
• Overseeing and evaluating the team's ongoing training efforts
• Delivering performance evaluations and following the disciplinary process according to company policy
• Managing the budget of the customer support department

• Responsible for Resource allocation on projects and leading the team to project success
• Develops and maintains comprehensive project documentation with the team
• Coordinate internal resources and third parties/vendors for the perfect execution of projects
• Develop & maintain work plan procedures, and lead the steering committee meetings
• Monitor project scope, schedule, cost, and risk using appropriate verification techniques
• Manage change requests throughout the project phases to control project deviation
• Submitting project deliverables and ensuring that they adhere to quality standards
• Obtaining project sponsor and stakeholder's acceptance of project deliverables
• Controlling project Change management
• Ensure that all projects are delivered on-time, within scope and budget
• Provide project status reports (Daily/ weekly/ Monthly), issue log file, Risk Register
• Following up on project payments collection after each milestone
• Maintain a solid business relation and communication with the clients by Following up on the software progress and visiting the clients regularly to ensure their satisfaction after project delivery
• Managing resource allocation to support project delivery managers in the Mena region with the needed resource

• Understand the business processes involved in customer projects and translate this knowledge into an effective implementation by Analyzing client's policies & apply it to Human Resources
• Training, Consultation & project MANAGEMENT for human resources/ payroll software
• Follow up on the MenaITech HRMS operation process and visit clients on regular basis to ensure their full understanding and satisfaction
• Prepare and develop the work plan procedures including all steps required for the client's implementation process such as installation, training and follow up of MenaITech Human Resources
• Perform presentation for the clients and do the needed demonstration on the system

• Understand the business processes involved in customer projects and translate this knowledge into an effective implementation by Analyzing client's policies & apply it to Human Resources
• Training, Consultation & project MANAGEMENT for human resources/ payroll software
• Follow up on the MenaITech HRMS operation process and visit clients on regular basis to ensure their full understanding and satisfaction
• Prepare and develop the work plan procedures including all steps required for the client's implementation process such as installation, training and follow up of MenaITech Human Resources
• Perform presentation for the clients and do the needed demonstration on the system