HAMID MOOSAVI

Primary Responsibilities:

· Spearheaded initiatives to enhance business efficiency and refine operational processes across multiple departmental workflows to elevate the customer experience and streamline team operations.

· Conducted in-depth analyses of primary customer contact drivers and introduced online self-help alternatives.

· Evaluated and adapted business solutions after gauging alignment between organizational capabilities and customer requirements.

· Orchestrated phased strategies incorporating both immediate and sustained solutions to ensure seamless and effective customer and employee engagement framework.

· Monitored progress through utilizing key performance indicators (KPIs) and comprehensive call and case analyses.

Additional Responsibilities:

· Functioned as the Product Owner and Business Lead in adopting the Omnichannel contact center software, Genesys Cloud, across the CS organization.

· Successfully transitioned European Customer Service teams from legacy telephony systems and CRM platforms to Service Cloud (SFDC) and Genesys Cloud.

· Collaborated with data teams, providing guidance and support, to generate pivotal KPI reports derived from Genesys Cloud contact information and Salesforce case metrics.

Oversaw operations in dynamic setting that demanded robust team engagement and innovative approaches to deliver results consistently. Leadership was marked by continual refinement and enhancement of intra- and inter-departmental collaborations.

Key responsibilities encompassed:

· Managing a team of 24 Customer Support Agents and Team Leads.

· Designing and executing departmental programs focused on staff retention and talent development.

· Achieving a significant decrease in staff attrition and a marked improvement in employee engagement and long-term personnel strategies.

• Oversaw a team of 10 Customer Support Agents, emphasizing daily KPIs and business objectives. Spearheaded the reorganization of the support structure in the Northern European Region.
• Fostered a synergistic partnership with the commercial and back-office teams to enhance work efficiency and reduce issue resolution turnaround times (TAT).

Customer Support Specialist, IDEXX Laboratories, Netherlands

Served as a technical support representative for the IDEXX UK division while also providing backup support for the Nordic teams as required. Dedicated to assisting customers with their internal diagnostic analyzers in their native language.

• Technical drafting and 3D illustration of architectural drawings.