Abdou is a highly successful C-Suite Business Executive who has built a reputation for conceiving and implementing strategic initiatives that transform operations and deliver bottom-line results. He transformed organizations through operations and service excellence initiatives in different industries globally. He improved customer satisfaction for different companies through deep customer obsession with his ability to mine customer feedback data and translate it into actionable strategic initiatives. He is a certified Six Sigma Black Belt with a demonstrated track record of leading change management initiatives, creating a vision, integrating emerging technologies, and building business intelligence systems to improve efficiency, increase sales and enhance the customer experience.
As Customer Service Advisor for InnoServe LLC, Abdou provides consulting services to a broad range of domestic and global clients. He is currently implementing a Customer Service and Relationship model at Amazon for over 600 Delivery Stations to improve customer loyalty, retain sales, and reduce concessions. He improved Same Day Delivery Success from 45% to 68% in 6 months resulting in an increase in sales retention of 3% and improved customer satisfaction by 12%. He also launched Customer Centricity initiatives for various clients utilizing data mining techniques and survey redesigns to improve customer experience and loyalty.
Prior to launching his consulting career, Abdou served as the Vice President of Customer Service Operations for Southern California Edison where he directed the customer service delivery of 20M contacts for 15M customers annually. In this capacity, he redesigned and streamlined processes that improved customer satisfaction, enhanced the efficiency of payment processing, and realized significant savings. He developed and executed a strategy to transform the customer service experience model from a response-oriented service experience to a proactive service engagement model where he improved customer satisfaction by 3% by proactively educating customers on product features.
Prior to joining SCE, Abdou worked for Metlife as Vice President of Customer Experience where he directed the customer sales and service delivery of 26 million annual contacts for 10 products with over 1,500 employees across 7 sites globally. He launched a cross-sell lead-generation initiative that resulted in over 250K sales leads to the Insurance Field Agents and increased annual revenue by $21 million. He also led cross-functional teams including the Call center, Business Intelligence, Product Development, and Operations to develop a customer segmentation strategy to deliver the best in class customer experience, increase sales and reduce customer effort. He analyzed customer transactions, demographic and financial data and developed a segmentation model to differentiate customers into different sales and service tiers based on projected customer value, product type, and transaction complexity.
Abdou’s previous work experience includes serving as Vice President of Capacity Planning and Forecasting for Fidelity Investments, as Vice President for JP Morgan Chase, and as Credit Risk Manager for Wells Fargo Bank. He started his professional career with Providian Bank as a Segmentation Manager.
Abdou holds an MBA from Rice University, an MS in Quantitative Business Methods from California State University, and a BS in Physics from the University Aboubekr Belkaid in Algeria. He is certified Six Sigma Black Belt and he also completed the MetLife Executive Leadership Program at Harvard Business School.