Experience

• 

  Telda

  • Cairo, Egypt

  • Customer Success Manager

    • Aug 2023 - Present
    • Cairo, Egypt

• 

  _VOIS

  • United Kingdom
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Customer Care Supervisor

    • Jun 2016 - Jul 2023

    Leading multiple teams throughout the pandemic and Egyptian political incidents in 2013 with proven records of success in client relationship management, driving customer experience, business development, and driving efficiencies,• Managing Client relationships/Stake holders communication and demands• Hiring and interviewing staff members, creating new teams in operations to support performance• Overlooking operations performance, quality, compliance and provide periodic analysis with improvement solutions.• Establishing governance modules, performance, bonus scheme, training and quality modules in line with organizational goals to meet client requirements and KPIS.• Managing staffs’ leaves schedules, salary and bonus.• Coaching mentoring & evaluating staffs’ performance, setting development plans and goals• Handling customers complaints through direct/indirect channels• Improving/creating new digital solutions and feedback loop processes to drive customer excellence and business efficiency• Conduct meetings with staff members, client and other stakeholders in business.Achievements:  Reduced & maintained monthly bill for engineer bookings from £450,000, to below £200,000 from 2022 to date, through data analysis, process improvement and governance modules. Eliminated 67% of leakage of faulty equipment exchange July to Aug 2021, reaching 0% the last quarter of 2021, by creating knowledge campaigns and improvement and governance modules for process. Improved business quality scores from 60% to target 80% by improving quality support & feedback process, campaign remains at 90% to date Established Feedback loop process to eliminate knowledge gaps/invalid transferred, reducing transfers 35%, and optimizing productivity business from 100% to 80%, improving first call resolution by 8% and net promoter score by 15% in 2023. Successfully Launched Home broadband second line business in Egypt 2019.

  • Customer Service Team Manager

    • May 2013 - Jun 2016

    Customer care team leader, leading teams in multiple roles within the organization, driving customer excellence and successRole & Responsibilities:• Managing Client relationships/Stake holders communication and demands• Hiring and interviewing staff members, creating new teams in operations to support performance• Overlooking operations performance, quality, compliance and provide periodic analysis with improvement solutions.• Establishing governance modules, performance, bonus scheme, training and quality modules in line with organizational goals to meet client requirements and KPIS.• Managing staffs’ leaves schedules, salary and bonus.• Coaching mentoring & evaluating staffs’ performance, setting development plans and goals• Handling customers complaints through direct/indirect channels• Improving/creating new digital solutions and feedback loop processes to drive customer excellence and business efficiency• Conduct meetings with staff members, client and other stakeholders in business.

  • Subject Matter Expert

    • Jan 2014 - May 2015

• 

  _VOIS

  • Cairo, Egypt

  • International Customer Service Representative

    • Sep 2010 - Jan 2011
    • Cairo, Egypt

• 

  Concentrix

  • Cairo, Egypt

  • Customer Service Representative

    • Oct 2009 - Sep 2010
    • Cairo, Egypt