Khaled Al-zoubi

What I'm looking for

I’m looking for global remote contractor opportunities where I can design and scale CX operations—VOC programs, complaint governance, SLA systems, and retention analytics—while collaborating cross-functionally to deliver measurable improvements in retention, compliance, and revenue protection.

I’m a Customer Experience Manager with 3+ years building and scaling CX operations in high-volume, client-facing environments. I specialize in CX systems architecture, Voice of Customer (VOC) frameworks, behavioral churn modeling, complaint management, SLA governance, and operational analytics to turn fragmented processes into measurable, data-driven outcomes. I’m also PL-300 certified and pursuing Six Sigma Green Belt (in progress).

At Wuduh, I progressed Client Success Advocate → Team Lead → Operations Supervisor → CX Manager within 18 months. I centralized a fragmented, multi-channel complaint operation into a single auditable ticketing system with standardized taxonomy, severity tiers, automated routing, and SLA enforcement—reducing investigation time 35% and escalation loops 40%. I also drove SLA adherence from 60% to 96% while reducing average resolution time by 62% (from ~47 hours to ~10 hours), successfully absorbing a 400% ticket spike with zero backlog accumulation.

I’ve built intelligence into the workflow: partnering with R&D to train an NLP classification model improved automated categorization accuracy from 65% to 88%. I redesigned task and SLA architecture across 14 departments, eliminating 100% of manual reporting workflows for supervisors and recovering 5+ leadership hours per week. I also audited and corrected 1,874 misaligned CRM records to resolve status ownership gaps and unblock $40,680 in pending refunds, removing compliance exposure.

My approach extends to retention and revenue protection through VOC and predictive analytics. I architected a multi-stage VOC program using CSAT, CES, NPS, and a proprietary Expectation Alignment Score, and I pioneered NLP-based sentiment tagging to trigger proactive account rescue within 4 hours. Alongside churn-risk modeling and dashboards, I delivered $1.2M in revenue protection through automated authorization workflows and wrote BRDs for systems targeting $3.6M in stalled revenue opportunities—backed by SOP governance and cross-functional alignment.