Talal Sobh

Proven successful track record in delivering service excellence across multiple industries, being Logistics & Finance/Banking. Dynamic senior strategist and program leader with a history spanning over 18 years of excellence in retail & corporate customer service and customer experience management for commercial organizations. Strong management team led with a talent for providing strategic direction to organizational leaders and fostering adoption of best practices and standards.
A senior customer services professional with over 18 years’ experience of leading Customer Service, Contact Centre Operations, Quality Assurance, Telemarketing, Collections, Fraud, Process Transition and Customer Experience Management in the Contact/Call Centre Industry.
Strong operational and business development expertise in customer services function, hands on experience in business process optimization, process engineering/re-engineering and process improvement. Considerable exposure in driving various customer experience (CE) initiatives at organization level through a robust VOC strategy planning, customer satisfaction surveys and control measures (NPS, CSAT & DSAT).
A proactive leader with commendable communication, people management, organizational, decision making and problem-solving skills. A team player with hands-on experience in stakeholder engagement and relationship management.
A creative thinker with demonstrated ability in planning & implementing strategies to increase operational efficiency, and in achieving higher productivity and quality. Ability in creating customer-focused culture and achieving highest level of customer satisfaction and retention.