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Pascal Borkhosh

@pascalborkhosh

Operations and Customer Experience Director at CBN IT Solutions, advancing AI-powered service and digital transformation.

United Arab Emirates

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At CBN IT Solutions, I lead digital transformation initiatives and oversee AI voice agents, speech recognition, CRM integration, and mobile application development. I also manage enterprise relationships with McDonald’s, Canada Post, Royal Bank of Canada, Bell Canada, and the Bank of Montreal.

At FedEx Express, I led customer experience automation and digitization, reducing manual processes by 20%, and implemented RPA that reduced processing time by 384 manhours. I also led customer care operations across three contact centers and supported the integration of TNT and FedEx customer experience operations.

Experience

Work history, roles, and key accomplishments

Current

Director of Operations and Customer Experience

Current

CBN IT Solutions

Mar 2024 - Present (2 years 7 months)

Conducted holistic assessments of operations and customer journey to enhance KPIs and eliminate pain points. Led cross-functional teams in digital transformation initiatives and managed high-value enterprise accounts.

AI CRM NLP Text To Speech Omnichannel Strategy Digital Transformation Contact Center Customer Experience Mobile Application Developer

Customer Experience Head

FedEx Express

Nov 2011 - Feb 2024 (12 years 3 months)

Spearheaded automation and digitization strategy for customer experience, reducing manual processes by 20%. Led customer care operations for 120+ team members across 3 contact centers and integrated TNT operations post-acquisition.

Automation Digitization Robotic Process Automation Data Analysis Omnichannel Chatbots Customer Feedback Management Team Leadership Workforce Management Process Optimization

Senior Client Relationship Manager

Deyaar Development PJSC

Jan 2009 - Sep 2011 (2 years 8 months)

Managed tele-sales campaigns and analyzed UAE market for new product launches. Led collection teams to reduce payment delinquencies and enhance customer satisfaction.

Telesales Market Research Customer Relationship Management Collections Reporting Data Analysis

Business Development Manager

Majal ICT Provider

Oct 2007 - Dec 2009 (2 years 2 months)

Set up and managed CRM, contact centre, and mobile services for RAK government. Implemented a 60-seat contact center using Cisco IPCC and acquired outsourcing business for a major bank.

CRM Contact Center Cisco IPCC Business Development Outsourcing Training Capacity Planning Workforce Optimization

Business Operations, Contact Center Operations Manager

Du Telecom

Oct 2002 - Sep 2007 (4 years 11 months)

Set strategic direction for a multi-channel, multi-lingual call center and managed implementation of hardware, software, and policies. Hired, trained, and coached a team of 90 staff.

Call Center Operations Team Leadership Customer Service Provisioning Data Cleaning System Integration Strategic Planning

Business Operations, Account Supervisor

FLAG Telecom Ltd.

Dec 1999 - Sep 2002 (2 years 9 months)

Managed customer service and tele-sales teams, ensuring policy adherence and service levels. Generated sales leads and helped set up the Customer Care department in France.

Customer Service Telesales Team Management Sales Lead Generation Policy Implementation

Citiphone Banking, Relationship Management

Citibank

Jul 1995 - Nov 1999 (4 years 4 months)

Advised and cross-sold investment products to high net worth customers and executed online transactions. Trained new officers on credit card operations and system usage.

Relationship Management Cross Selling Investment Products Credit Card Operations Training