Ebrahim Hyder

About Ebrahim Hyder

Over the past two decades, I\'ve witnessed the evolution of customer experience (CX)…

Experience

1. Vice President Customer Service

   Michael Kors

   May 2013 — Present

   My purview extends to delivering customer service and sales support for luxury consumer products across retail, wholesale, and online distribution channels. I am responsible for building a process-driven contact center and customer service organization by establishing standards for operational excellence, achieving results, and delivering a multi-channel integrated customer experience. I lead a team of service professionals who provide unparalleled customer experiences, build customer loyalty and deliver exceptional business performance. Key Achievements: Won 19 Stevie® Awards (incl. 5 Gold Awards) for excellence in customer service Designed and launched multi-lingual and multi-channel contact center Ensured call center became a self-funding profit center within 12 months from startup Implemented computer telephony integration to reduce agent talk time by 90 seconds Developed IVR functionality to allow customers to self-serve and free up agent capacity to handle complex call types Achieved +90% First Call Resolution through process improvement and training initiatives Reduced warranty replacement cycle time by more than 50% Overhauled product warranty process resulting in a 25% reduction in appeasement costs Generated over $1M in annual savings by moving contacts to a near-shore provider Helped develop a unified approach to the omni-channel retail consumer experience

Skills

• Customer Relationship Management (Crm)
• Cross-Functional Team Leadership
• Team Leadership
• Crm
• Multi-Channel Retail
• Leadership
• Operations Management
• Change Management
• Contact Centers
• Program Management
• Capital Budgeting
• Social Media Customer Service
• Budgeting
• Sales
• Product Development
• Team Building
• Start-Ups
• Strategic Planning
• Call Centers
• Web Design and UI
• Customer Satisfaction
• Budgets
• Strategic Policy Development
• Third Party Vendor Management
• Training
• Customer Surveys
• Process Improvement
• Curriculum Development
• Customer Service
• Strategy
• Business Process Improvement
• Six Sigma
• Coaching
• Account Management
• Forecasting
• Management
• Project Management
• Customer Experience
• Call Center Management
• Online Retail