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paul Gabraeil

@paulgabraeil

Digital Customer Experience Manager at Ooredoo Qatar, leading care across five digital channels for 90+ team leaders and agents.

Qatar

Message

At Ooredoo Qatar, I lead digital care across WhatsApp, Live Chat, Facebook, X, and Instagram, managing 90+ Team Leaders and digital care agents. I govern service KPIs and coordinate with internal teams and vendors to address service-impacting issues.

I led the Microsoft Dynamics 365 integration that unified digital customer channels and the implementation of AI-powered bots to improve responsiveness and streamline support.

As an IVR Specialist, I led deployment of the multilingual Hayya Voice Bot for FIFA World Cup Qatar 2022, supporting seven languages, including Japanese. I also designed and optimized IVR solutions to improve call flow efficiency and customer experience.

Earlier at Ooredoo Qatar, I led a CSAT improvement project using existing Cisco resources, analyzing customer feedback and complaints to address case-closure quality and L2 reachability gaps. The project lifted VOC scores by 20%.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Ooredoo Qatar

Sep 2025 - Present (1 year 1 month)

Leads digital care channels including WhatsApp, Live Chat, Facebook, X, and Instagram, managing a team of 90+ Team Leaders and agents. Governs KPIs across FRT, ART, quality, and VOC, and drives cross-functional coordination to resolve service-impacting issues.

Digital Care Omnichannel WhatsApp Live Chat Facebook Instagram Team Leadership KPI Management VOC分析 Quality Assurance Cross functional Coordination

Digital Transformation Lead

Ooredoo Qatar

Dec 2023 - Sep 2025 (1 year 9 months)

Led the Microsoft Dynamics 365 integration to unify digital customer channels into a centralized platform. Spearheaded the implementation of AI-powered bots to enhance responsiveness and streamline support across all touchpoints.

Microsoft Dynamics 365 AI powered Bots Automation Digital Transformation Omnichannel Integration Customer Experience

IVR Specialist

Ooredoo Qatar

Jun 2022 - Dec 2023 (1 year 6 months)

Designed, optimized, and managed interactive voice response solutions in telecom, improving call flow efficiency and reducing handling time. Led deployment of a multilingual AI voice bot for FIFA World Cup Qatar 2022 supporting 7 languages including Japanese.

IVR Voice Solutions Voice AI Voicebots Multilingual Automation Smart Routing CSAT Improvement

Complaint Handling Expert

Ooredoo Qatar

Apr 2014 - Jun 2022 (8 years 2 months)

Managed customer complaints with empathy and efficiency in a high-volume telecom environment, resolving complex issues and de-escalating conflicts. Led a CSAT improvement project using Cisco resources, lifting VOC scores by 20%.

Complaint Handling Customer Service CSAT Improvement VOC Analysis Cisco Siebel CRM Escalation Management

Telesales Agent

Ooredoo Qatar

May 2013 - Apr 2014 (11 months)

Consistently met and exceeded sales targets through persuasive communication, lead generation, and closing deals over the phone. Delivered excellent customer service and built long-term client relationships.

Telesales Lead Generation Sales Customer Service Communication Skills Relationship Building