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Work Background
Modern Electronics - MEC (AL-Faisaliah Group)Customer Experience & Operations Manager - SONY Retail and E-Commerce
Mar. 2022Riyadh, Saudi Arabiaresponsible for overseeing and optimizing all aspects of the customer service operations within the organization. They lead a team of customer service representatives, ensuring efficient and effective delivery of exceptional customer service experiences. The role involves developing and implementing strategies, processes, and procedures to enhance customer satisfaction, manage customer interactions, and drive operational excellence. Responsibilities:
Team Leadership and Management:
Lead, coach, and mentor a team of customer service representatives, fostering a positive and high-performance work environment.
Set clear performance goals and objectives for the team, regularly providing feedback and conducting performance evaluations. NPS-CSI-CSAT…etc
Develop and implement training programs to enhance the team's skills and knowledge in delivering excellent customer service.
Customer Service Strategy:
Develop and execute customer service strategies aligned with the overall organizational goals and objectives.
Define and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and monitor customer service performance.
Continuously assess and improve customer service processes and procedures to enhance efficiency and effectiveness.
Customer Interaction Management:
Oversee customer interactions across multiple channels (phone, email, chat, social media, etc.), ensuring prompt and accurate responses.
Handle escalated customer inquiries or complaints, resolving complex issues and ensuring customer satisfaction.
Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
Operational Excellence:
Optimize operational processes to improve productivity, streamline workflows, and reduce response times.
Implement and maintain customer service software systems and tools to enhance efficiency and facilitate reporting and analysis.
La3ebCustomer Experience & Operations Manager Sony World-Modern Electronics- La3eb
Mar. 2022Riyadh, Saudi Arabiaresponsible for overseeing and optimizing all aspects of the customer service operations within the organization. They lead a team of customer service representatives, ensuring efficient and effective delivery of exceptional customer service experiences. The role involves developing and implementing strategies, processes, and procedures to enhance customer satisfaction, manage customer interactions, and drive operational excellence. Responsibilities:
Team Leadership and Management:
Lead, coach, and mentor a team of customer service representatives, fostering a positive and high-performance work environment.
Set clear performance goals and objectives for the team, regularly providing feedback and conducting performance evaluations. NPS-CSI-CSAT…etc
Develop and implement training programs to enhance the team's skills and knowledge in delivering excellent customer service.
Customer Service Strategy:
Develop and execute customer service strategies aligned with the overall organizational goals and objectives.
Define and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and monitor customer service performance.
Continuously assess and improve customer service processes and procedures to enhance efficiency and effectiveness.
Customer Interaction Management:
Oversee customer interactions across multiple channels (phone, email, chat, social media, etc.), ensuring prompt and accurate responses.
Handle escalated customer inquiries or complaints, resolving complex issues and ensuring customer satisfaction.
Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
Operational Excellence:
Optimize operational processes to improve productivity, streamline workflows, and reduce response times.
Implement and maintain customer service software systems and tools to enhance efficiency and facilitate reporting and analysis.
Hosted Cloud ServicesCall Center Head of Operations
Dec. 2018 - Mar. 2022EgyptDetermines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management;
Lavie ResortCustomer Service | Call Center | Customer Operations Manager
Jul. 2017 - Dec. 2018Nasr City 1, Cairo Governorate, Egypt• Work with Supply Operations, Customer Service, and Partner Services teams to resolve trending issues affecting customer experience; work with IT team to detect and prevent problems from recurring
• Ensure strong team performance in order to achieve service level agreements
• Provide leadership to teams, ensuring a culture of continuous improvement through daily and weekly meetings focused on improving customer experience and productivity
• Manage each direct report's career development to enhance core competencies, achieve stretch objectives, and support ongoing training
• Work closely with the global operations managers and supervisors to best achieve global KPIs and to ensure consistency of training, processes and performance; jointly shape the future of the global operations team with short and long term process improvements and tool enhancements
• Responsible for weekly/monthly/bi-annual analytical reporting and dashboard management (e.g. productivity, average time spent in any process, average response time, NPS, etc.)
• Responsible for planning resources to meet the needs of the business during on and off-peak trading and promotional periods as well as planning for future growth based on key company initiatives
• Help plan, implement and analyze new global operational initiatives that impact the customer's experience
• Monitor and manage third party providers including couriers, fraud tools, and communication systems to ensure that the team can provide the highest level of service
• Keep current with industry news and changes impacting the customer experience (e.g. additional service offerings; changes in transports, tax rules, or restrictions)
Etisalat UAE Raya Contact CenterCollection Team Manager
Nov. 2014 - Jan. 2017Raya Contact Center Egypt•Ensure all transactions are processed within the agreed turnaround time.
•Ensure a satisfactory relationship with other units and departments.
•Ensure team maintains agreed processing error rate and analyzing processed error.
•Develop internal training processes and identify staff training needs.
•Prepare daily, weekly, monthly, quarterly, yearly MIS & KPI reports in addition to maintaining accurate productivity MIS’s.
•Develop productivity regular report considering the current and future resources plan.
•Develop multi task environment within the team members by managing and attend to regular performance review meetings.
•Maintain and produce accurate complete individual performance tracking and action history.
•Ensure targets are allocated properly to collectors and their performances are monitored on daily basis.
•Propose performance corrective plan, monitor team attendance and handle team recruitment process.
•Attend to regular audit reports in regard to the collections department and address any observations to the management for rectification.
•Identify any potential high risk, fraud and take precaution.
•Identify any weakness and/or possible improvement into the existing process systems and highlight the necessary changes to IT department for actions.
Mate Way GroupTelesales Manager
Jan. 2014 - Oct. 2014Cairo Egypt• Coordinated the workflow among five mangers and supervised 8 support staff. Prioritized and delegated tasks, provided motivation and direction to create positive work environment and ensured accurate on time completion. • Coach, Motivate, recognize and take action with the call center agents & Customer Service representatives to ensure the delivery of the best customer experience.
• Conduct one 2 one &monthly meetings with the agents & Representatives to ensure that all KPIS are achieved.
• Conduct the needed brief on any new process, products, services, updates or promotions.
United Insurance Company P.S.CCall Center Supervisor
Jan. 2013 - Jan. 2014People Management: Manage a team of 17 agents to ensure a consistent high standard customer experience in all contacts:
-Monitor the daily, weekly and monthly staff performance -Coach, Motivate, recognize and take action with the call center agent to ensure the delivery of the best customer experience.
-Conduct one 2 one & monthly meetings with the agents to ensure that all KPS are achieved.
-Develop the agents performance and set action plan. -Conduct the needed brief to the agents on any new process, products, services, updates or promotions.
-Operations Management (Manage the High value Team operations to ensure a consistent high standard customer experience):
-Set the criteria of the HV call center agent selection, interview and ensure their readiness to take calls.
-Manage the daily operations of the High Value Call Centre and being the SPOC with any other department to ensure the efficient workflow.
-Help the call center agent in handling all customer inquiries and complaints with high standard quality of service. -Handling the escalated calls and cases to ensure customer delighting. -Monitoring the daily Service Level in order to ensure the best resources utilization -Monitor the daily call reasons trend to spot any up normal increase/decrease and take the proper actions. -Cascade any new process, products, services, updates or promotions to the call center agent. -Monitor the daily NPS and IVR satisfaction survey per agent to ensure VF being -Effective Communication and technical knowledge awareness (Provide effective communication internally and externally):
-Escalate all problems/issues that need actions or decisions to right group and follow up till solving it.
VodafoneSenior Complaint&retention
Oct. 2010 - Dec. 2012Handling complaints - Floor duties
- Service request handling
-Reporting
- Attending meetings and UATs
To be responsible for investigation, resolution and reporting of all customer related complaints.
To input all complaints onto the Mears database, reporting and seeing through to completion. This
will involve completing Client paperwork to ensure 360 degree communication.
Escalate all unresolved issues/complaints to your line manager whilst keeping the Branch Manager
and Business Partner informed at Branch level.
To ensure all Mears policies and procedures relating to customer complaints are followed and are
adhered to and documented within the branch.
To be the main point of tenant contact, liaising with operational colleagues ensuring that tenants
are kept fully informed of progress at all times.
Respond positively to any new initiatives that are brought into practice making sure they easily
become part of the customer experience service delivery.
VodafoneNew Comers Team Leader
Jan. 2010 - Oct. 2010EgyptBe in charge of running and managing the call center daily
Set targets for all other call center agents to meet up with
Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
Prepare forecasts and budgets for the call center
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
Facilitate and organize training session for all agents and participate in recruitment of new call center agents
Recommend and purchase gadgets to enhance job performance at the call center
Conduct regular review of all call center agents performance and organize training sessions for under performers
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
Keep up with trends and happenings in the industry and ensuring adherence to industry standards
Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members
VodafoneSenior Night Shift Team
May. 2006 - Dec. 2010EgyptRespond to incoming calls, emails and other message from customers and give them the right answers and directions
Give accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals
Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment
Make use of proven business techniques in the identification of lapses and loop holes in the organization’s customer service department and recommend better strategies that will yield better results
Use expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization and create an open and accessible communication rout for free flow of information
Intimate employees with the rules and regulations of the organization in order to enable them work in accordance with acceptable standards as this will affect their level of productivity and performance
Liaise with other trainers/training departments to ensure that employees are very knowledgeable about work ethics and latest trends obtainable in the business market to obtain better results
Serves as mediator between customers and clients in cases of disputes which may arise in the course of business transactions, and also mediate between employees and employers to ensure that the interests of both parties are dully protected
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