Jephin Mathew

Jephin Mathew, CCXP, has a diverse work experience in various industries. Jephin started their career as a Sales Specialist at AOL in 2005 and later worked as a Channels Support Specialist at HSBC in 2008. In 2009, they joined NMC Healthcare as a Contact Center Manager, where they successfully managed daily operations and optimized patient experiences. From 2017 to 2020, Jephin served as the Group Contact Center Manager at Burjeel Holdings, where they centralized contact center operations for multiple hospital brands. In 2020, they became the Chief Operating Officer at Tafaseel BPO, where they collaborated closely with the CEO to drive the organization's vision and operational strategy. Currently, Jephin is the Head of Operations at Dubai Technologies since 2021. Additionally, they are an Advisory Board Member at ContactCenterWorld, providing guidance and strategic insights to the global contact center community. Overall, Jephin's roles have focused on customer experience, operational excellence, and strategic leadership.

Jephin Mathew, CCXP, holds a Master of Business Administration (MBA) degree from Amity University. Jephin also earned a Bachelor of Business Administration (BBA) degree from the same institution. In addition to their academic qualifications, Jephin has obtained various certifications, including Certified Customer Experience Professional (CCXP) from the Customer Experience Professionals Association (CXPA) and Certified In Contact Center Best Practices (CCCBP) Middle East Europe and Africa from ContactCenterWorld. Jephin is also a Project Management Professional (PMP) certified by the Project Management Institute and a Certified Internal Auditor (CIA) accredited by the Bureau Veritas Group. Jephin has completed the Customer Experience Masterclass provided by Customer Experience Magazine (CXM) and obtained the Certified Professional Manager certification from COPC Inc. Furthermore, they are a member of the Customer Experience Professionals Association (CXPA) as a CXPA Professional Member and has participated as a judge at the UK Business Awards and the Turkey Customer Experience Awards. Jephin also holds a Six Sigma Green Belt (CSSGB) from the Regional Educational Institute.