Yassir Labdar

About Yassir Labdar

Accomplished Customer Experience and Sales Manager with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences. Proficient in planning, organizing, leading, and controlling while dealing with the conflicts involved with motivating teams. My priority is to guarantee that effective work is done efficiently- Advanced skills in leading teams in fast changing environments, where decisions are made and strategies are implemented in ambiguity- Organized and detail-oriented, yet creative, versatile and forward thinking- Proven ability to manage large teams while handling large-scale projects- Advanced skills in developing new Customer Service procedures in order to maximize business performance- 20 years of experience in managing teams in the Operations, Sales, E-mail, Technical Support, Communication, E-commerce, Inbound and Outbound environments. Specialties: Strategic planning, Quality assurance, Process Improvement, Workforce Management, Customer Experience, Domestic and International Experience, Call Center Operations, Project Management, Business Development, Proficiency in three languages: English, French, Arabic, Supervision and training, Customer Experience, E-mail and communication, Chat applications, Team management, Call center, Workforce Management, HR processes and employee benefits, Business Management, Customer Relations, Quoting.

Experience

1. Manager, Agent Experience- Gatekeeping & Process Management

   Macy's

   Dec 2021 — Present · Tampa, FL, US

   Responsible for maintaining an effective on-boarding process, setting service culture, monitoring daily progress on projects, and ensuring appropriate level of support to all lines of business- Lead the relationship management by fostering positive relations with all MCCS business partners and by collecting and analyzing data to find trends and issues that could be useful for improving communications with all lines of business- Analyze knowledge performance results by using Watson Analytics, Knowledge Checks, Assessments Portals, call listening sessions, CX Toolkit, and feedback from the business leaders to identify opportunities for performance optimization- Lead the communication strategy and change management in the Agent Experience team- Lead the communication strategy of the OYS Customer Experience Model- Lead the MCCS People Leader’s Onboarding plan for executives and introductions to the support teams and business partners- Point of Contact for all Bloomingdale’s and Macy’s loyalty initiatives and knowledge updates- Manage projects involving different lines of business handling inquiries via multiple contact channels such as phone, chat, email, and backline- Organized and strategized the Holiday Reinforcement training for all MCCS colleagues and ensured that appropriate support is provided during the Collections peak season- Work with the Corporate Communication team to deliver the biweekly Path-To-Growth Communication for Colleagues and People Leaders- Responsible of all updates related to the MCCS People Leader’s Playbook- Played a crucial role during Genesys transition for the DCS, Specialized Selling Services, and Fraud departments- Played a crucial role working with Citi Partners and the AX Managers on Olympus transition for Credit Services- Played a crucial role in building the CX toolkit to prepare and equip leaders with tools necessary to support their success.

Education

• Hillsborough Community College

  AA, Business

  2014 — 2021

• University of South Florida

  Bachelor, Business Administration and Management, General, 3.2

  2005 — 2014

• University Mohamed V of Juridical Science and Economics

  Bachelors, Business Economics

  1998 — 2001

• University of Central Oklahoma

  Vocational, English Studies

  2002