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With more than 14 years of experience in the Telecommunication industry including my current position in Vodafone Egypt as Customer Experience and service Modeling senior team leader and managing the experience of three call centers (Data ,Collection, and Enterprise) and 900 call center agents in-source and 1800 outsourced agents. Plus 6 years in Public Relations & Tourism field with Cairo Opera House helped me to gain expertise in :
Experience
Evidence
Call center process improvement.
Improve call center quality by 20% by reducing FOC based on six sigma tools
Leading Customer Journey mapping
Leading Journey mapping work shop and projectize the outcome for all Vodafone products
Project management
Call reduction and quality improvement projects decrease 10% of workload.
Design after sales support model.
Vodafone E-shop end to end process.
Money transfer process improvement
Building Process of money transfer from service activation to churn and retention.
Customer care Self services planning
Leading revamp of all Vodafone IVRs and short codes
Call center operations management
In house and outsource call centers (900 call center agents)
Digital care leading
Leading and building Vodafone web-chat support Model
Customer Care teams leading and training
Based on customer journey mapping , I am identifying the needed training
Digital transformation for customer care
Leading digital call center to penetrate digital culture
Account management
(US Embassy in Egypt) call center
Planning, defining and implementing self-help and Digital road map, in alignment with the company channel strategy, online team and commercial road map.
Design the customer care digital channels strategy. Lead , plan, execute and evaluate self-care initiatives.
Manage consistency in the experience across all customer channels.
Define customer needs and feedback by conducting on-going surveys .
Lead the alignment with the Retail to ensure the customer channels strategy is implemented.
Review the budgets Forecasts for Customer Care Channels.
Lead call center cost reduction plans and the customer digital awareness.
Manage presence in social networking sites: Facebook, Twitter and other sites , revising all reactive actions taken by social media team including complaints and feedbacks to lead a better online experience
Own the development and coaching of the Social media and web-chat operations team members
Supervise the store representatives on a shift – to – shift basis to carry out Vodafone objectives and achieving the targeted sales quota and customer satisfaction.
Ensure effective and efficient day to day performance of the branch, this includes handling security procedures, cash and inventory.
Supporting team members in handling customers by providing them with guidance, empowerment.
Developing and improving processes to provide a high level of quality service.
Regular communication to team leads and teams to ensure their engagement and motivation
Responsible for managing and supervising the day to day operations for more than 40 Million customers by providing a high quality customer service experience to enhance the quality of support delivered by the assigned executive in a professional and courteous manner.
Collect and analyse call-center statistics (sales rates, costs, customer service metrics etc. Responsible for all client communications, conflict resolution, and compliance on client deliverables Lead hiring of new team members and ensure the teams stay within cost structure
Manage, build and grow client relationships, visibility and presence.
Coach the contact centre team members to ensure high level of quality service and customer interaction.
Implementing high quality standards of customer service for the corporate segments.
Propose training needs necessary to upgrade skill and knowledge of customer service staff to enhance service quality
Coordinate with other concerned departments to ensure timely customers’ complaints resolution.
Hire, coach and provide training to personnel to maintain high customer service standards. Review team results and metrics and provide appropriate feedback to team
