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Pascal Borkhosh

@pascalborkhosh1

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Customer experience and operations leader at CBN IT Solutions, advancing AI-enabled service and digital transformation.

United Arab Emirates

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At CBN IT Solutions, I lead operations and customer experience initiatives, including digital transformation and AI-enabled service improvements. I oversee implementations involving AI voice agents, speech recognition, CRM integration, and mobile application development.

I manage a high-value enterprise portfolio that includes McDonald’s, Canada Post, Royal Bank of Canada, Bell Canada, and the Bank of Montreal. I also develop omnichannel strategies and oversee CRM and contact center cloud technologies using NLP and text-to-speech.

At FedEx Express, I led customer experience automation and digitization, reducing manual processes by 20%. I also helped launch a customer feedback management system and implemented RPA that reduced processing time by 384 manhours.

Earlier, I managed customer and contact center operations at Deyaar Development PJSC, Majal ICT Provider, Du Telecom, FLAG Telecom Ltd., and Citibank. My work included contact center setup, CRM and mobile services, customer relationship management, and sales support.

Experience

Work history, roles, and key accomplishments

Current

Director of Operations and Customer Experience

Current

CBN IT Solutions

Mar 2024 - Present (2 years 8 months)

Conducted holistic assessments of operations and customer journey to enhance KPIs and eliminate pain points. Led digital transformation initiatives and managed a high-value enterprise portfolio including McDonald's, Canada Post, and major banks.

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

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 integration of TNT and FedEx operations post-acquisition and managed a team of 120 in 3 contact centers.

Automation Digitization Robotic Process Automation Data Analysis Omnichannel Chatbots Customer Feedback Management Team Leadership Call Center Operations Workforce Management Change Management

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 monitored business processes to enhance customer satisfaction.

Telesales Market Research Customer Relationship Management Collections Data Analysis Reporting Team Management

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 local bank.

CRM Contact Center Cisco IPCC Business Development Outsourcing Training Web Solutions Proposal Design Training Program Design

Business Operations, Contact Center Operations Manager

Du Telecom

Oct 2002 - Sep 2007 (4 years 11 months)

Set strategic direction for a multi-channel and multi-lingual call center for fixed line services. Managed a team of 90 staff and played a major role in revamping business processes, improving customer experience and KPIs.

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

Business Operations, Account Supervisor

FLAG Telecom Ltd.

Dec 1999 - Sep 2002 (2 years 9 months)

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

Customer Service Telesales Sales Lead Generation Team Management Policy Implementation Database Management

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 supported daily floor operations.

Cross Selling Investment Products Credit Card Operations Training Customer Relationship Management Relationship Management Customer Service