Client-focused professional with 14+ years of experience leading teams to meet goals and exceed customer expectations. Meticulous and results-oriented team player with a proven track record in educating employees and maintaining alignment with the organization's strategic goals. Offers expertise in recommending best options that meet both short and long-term needs. Personable relationship builder with polished communication skills, able to effectively connect with individuals at all levels. Dynamic individual with hands-on experience in CX, known for navigating challenges with ease. Brings strong problem-solving skills and a proactive approach to new tasks. Recognized for adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Hi, I’m
Hicham Seddik Damas
KUALA LUMPUR,14
Summary
Overview
10
years of professional experience
1
Certification
Work History
ExnessKuala Lumpur, Kuala Lumpur
Head of Complaints
01.2024 - Current
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Webhelp Malaysia
Complaints Manager
02.2020 - Current
Job overview
- Meeting with clients to discuss complaints and offer solutions to any problems they may be experiencing with their current service providers
- Preparing reports summarizing complaint data for management review
- Working with legal staff to investigate allegations of illegal activity or misconduct by company employees
- Coordinating with other departments such as human resources, accounting, and operations to ensure that a complaint is resolved satisfactorily
- Following up with customers to ensure that they are satisfied with the resolution of their complaint
- Resolving customer complaints quickly and efficiently with great attention to detail
Sellbytel Malaysia
Customer Support Supervisor
08.2018 - 01.2020
Job overview
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service
- Monitors or reviews calls or other correspondence between representatives and customers
- Ensures that representatives are informed about changes to company products and services
- Collects data and prepares reports on customer complaints and inquiries
- Prepares monthly reports summarizing the assigned customer service teams performance
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff
- Assists with budget preparation for the Customer Service department
- Performs other related duties as assigned
Sellbytel Malaysia
Shift Leader
04.2017 - 08.2018
Job overview
- Hires entry-level customer service employees
- Trains new employees in the company's customer service policies, procedures, and best practices
- Organizes and oversees the schedules and work of assigned staff
- Conducts performance evaluations that are timely and constructive
Sellbytel Malaysia
Customer Support Specialist
05.2016 - 04.2017
Job overview
- Answers incoming calls and emails from customers
- Establishes trust
- Assists customers with solving problems
- Reports common product and service complaints
- Helps customers make use of different features
- Records complaints and feedback
KW group
Sales Representative
05.2015 - 10.2015
Job overview
- Cold-called prospective customers to build relationships
- Generated sales by prospecting leads, cold calling and closing deals
- Boosted client retention, establishing sales goals and securing targeted rates
Education
ITech
Certificate of Higher Education from Computer science
University Overview
Harvard Business School
Management Essentials
University Overview
Incidents Management
University Overview
Project Management
University Overview
Blockchain and Bitcoin fundamentals
University Overview
Stanford Business School
Executive Leadership Program
University Overview
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Problem-solving
Team management
Excellent communication
Supervision and leadership
Verbal communication
Organization and time management
Personal Information
Personal Information
- Nationality: Algerian
- Marital Status: Married
- Title: Head Of Complaints
Accomplishments
Accomplishments
- Supervised team of more than 100 staff members.
- Achieved great results by introducing tools for for more efficient operation.
- Resolved product issue through consumer testing.
Languages
Arabic
Native language
French
Advanced
C1
English
Proficient
C2
Certification
COPC
Public Speaking
Negotiation Skills
Other Certifications
Other Certifications
12-2023Hobbies
Hobbies
Sport in General
Reading
Public Speaking
Timeline
Head of Complaints
Exness
01.2024 - Current
Complaints Manager
Webhelp Malaysia
02.2020 - Current
Customer Support Supervisor
Sellbytel Malaysia
08.2018 - 01.2020
Shift Leader
Sellbytel Malaysia
04.2017 - 08.2018
Customer Support Specialist
Sellbytel Malaysia
05.2016 - 04.2017
Sales Representative
KW group
05.2015 - 10.2015
ITech
Certificate of Higher Education from Computer science
Harvard Business School
Management Essentials
Incidents Management
Project Management
Blockchain and Bitcoin fundamentals
Stanford Business School
Executive Leadership Program
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