Hicham Seddik Damas
Head Of Complaints
KUALA LUMPUR,14
Summary
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.
Overview
10
10
years of professional experience
2014
2014
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Head of Complaints
Exness
Kuala Lumpur, Kuala Lumpur
01.2024 - Current
- 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.
Complaints Manager
Webhelp Malaysia
02.2020 - Current
- 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
Customer Support Supervisor
Sellbytel Malaysia
08.2018 - 01.2020
- 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
Shift Leader
Sellbytel Malaysia
04.2017 - 08.2018
- 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
Customer Support Specialist
Sellbytel Malaysia
05.2016 - 04.2017
- 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
Sales Representative
KW group
05.2015 - 10.2015
- 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
Certificate of Higher Education - Computer science
iTech
Management Essentials -
Harvard Business School
01.2021 - 07.2021
Incidents Management - undefined
Project Management - undefined
Blockchain and Bitcoin fundamentals - undefined
Executive Leadership Program - undefined
Stanford Business School
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
- Nationality: Algerian
- Marital Status: Married
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.
Certification
COPC
Hobbies
Sport in General
Reading
Public Speaking
Timeline
Head of Complaints
Exness
01.2024 - Current
COPC
12-2023
Management Essentials -
Harvard Business School
01.2021 - 07.2021
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
Public Speaking
07-2015
Sales Representative
KW group
05.2015 - 10.2015
Negotiation Skills
03-2014
Incidents Management - undefined
Project Management - undefined
Blockchain and Bitcoin fundamentals - undefined
Executive Leadership Program - undefined
Stanford Business School
Certificate of Higher Education - Computer science
iTech
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