Mohammad Nourbakhsh

Led the customer experience strategy at Hiweb, focusing on shaping a seamless and satisfying customer journey. Spearheaded efforts to map out the customer journey and implement innovative solutions, which significantly improved customer satisfaction. Managed the redesign of user interfaces and leveraged customer insights to continually enhance the experience. Under my leadership, we achieved a notable increase in Customer Satisfaction (CSAT) and a substantial reduction in the Customer Effort Score (CES), demonstrating a strong commitment to placing customers at the core of our operations. Accomplishments: Enhanced Customer Satisfaction (CSAT): Spearheaded efforts to increase CSAT from 65% to 84% by optimizing the knowledge tree and streamlining the IVR map, leading to more efficient and satisfying customer interactions. Customer Panel Redesign: Led the redesign of the customer panel, which, based on customer feedback, resulted in a significant reduction in Customer Effort Score (CES) by 28%. AI Bot Implementation: Successfully launched an AI-driven bot in collaboration with the software development team, reducing call volume by approximately 7% within two months and improving customer response times.

Directed Hiweb’s customer service operations during a transformative period, focusing on process optimization and technological integration to elevate service standards. Led initiatives that resulted in significant improvements in key metrics, including First-Contact Resolution and reduced Average Handle Time, ensuring both efficiency and exceptional service quality. Successfully managed the migration to Microsoft Dynamics CRM, completing the project with minimal service disruption, and demonstrating strong project management capabilities. Accomplishments: CRM Migration: Oversaw the seamless migration from a customized CRM to Microsoft Dynamics CRM in collaboration with the software team, completing the transition within one year with minimal service disruption. Improved First-Contact Resolution (FCR): Elevated FCR rate from 75% to 87% by strategically allocating resources and implementing rigorous quality control measures, reducing repeat contacts and enhancing overall service quality. Enhancement of Service Channels: Expanded and optimized customer service channels, including the introduction of live chat and social media support. This multi-channel approach increased accessibility and customer engagement, resulting in a 30% improvement in response times and overall customer satisfaction.

Served as the frontline leader overseeing customer service operations, with a focus on training, process optimization, and quality control to ensure a seamless customer experience. Led a team of customer service representatives, driving performance and operational excellence. Accomplishments: Team Training & Mentorship: Spearheaded the training and mentoring of both new and experienced customer service representatives, fostering a high-performing team and enhancing overall service quality. Performance Management: Conducted monthly performance assessments, providing accurate and timely feedback that contributed to continuous skill development and improved team efficiency. CRM Panel & Process Management: Implemented effective control and monitoring of CRM customer panels and purchasing processes, proactively addressing potential issues and ensuring smooth operations for both agents and customers. Workflow Optimization: Oversaw and refined operational workflows, particularly in customer service, to guarantee the consistent delivery of top-notch customer support.

Supporting the client and leading a team of 35 Customer Service Representatives in the Supporting department. Lead team to highest performance scorecard in the history of the department and consistently had team members promoted to leadership and high skill level positions. I had developed my replacement before being promoted out of position.