Experience

WideBot

• Egypt
• Software Development
• 1 - 100 Employee

• Key Account Manager

  • Sep 2022 - Present

  ● Maintain updated knowledge of company products and services ● Responsible for the smooth on boarding of the client, and making sure customer went live successfully with WideBot. ● Responsible for the product know-how and training needs of the client ● Act as the client advocate and consultant during the customer journey, to be the voice of the customer. ● Escalate to direct manager & related units any issues that might be alarming or require upper management interference. ● Assist Finance department with renewals, outstanding balances for assigned clients where needed and as per the scope. ● Make sure that customer details & contacts data is always up to date on our CRM. ● Report potential churn cases (the percentage of customers that stopped using your company's product or service during a certain time frame) in details to management in order to align Technical, Finance & sales as well and seek remedies to avoid and eliminate churn. ● Handle upselling tasks with the customer and on our CRM to increase the customer lifetime value. ● Prepare reports on account status. ● Assist with challenging client requests or issue escalations as needed. ● Monitor and analyze customer's usage of our product. ● Responsible for working with the Product team to onboard and integrate new clients and developing existing client relationships. ● Liaise between the customer and internal teams. ● Communicate with clients to ensure that all of their needs are understood and addressed. ● Maintaining customer database. ● Sends SLA & Escalation matrix. Show less



AXON Egypt

• Egypt
• Insurance and Employee Benefit Funds
• 1 - 100 Employee

• Customer Success operation manager

  • May 2021 - May 2022

  1-Handling customer success team. 2-Reporting to higher Management with the team daily performance. 3-Reporting the team's schedule on weekly basis. 4-Reporting the team's quality evaluation on monthly basis. 5-Placing the training material from scratch and provide proper training to the customer success team and updating the new info on daily basis. 6-Handling the daily task given from my direct manager and reporting bach the feedback before the due date. 7-Reviewing the accounts claims and preparing the monthly bills to proceed with the transactions. 8-placing the proper pi plan for the CS success department. 9-provide proper coaching to the team on weekly basis to enhance the performance. 10-Updating the company data base and following up with the corporates to enhance our service. 11-Managing the account's requests and following up with the customers to reach maximum satisfaction. 12- Receiving escalations and handling escalation process. 13- Business mailing and web chatting if needed to interfere. 14-Provide proper training on monthly basis with excel skills to enhance the team's performance. 15-Finalize the team's numbers and closing their salaries to be sent on monthly basis to the hr department. Show less



Deploy

• Pakistan
• Telecommunications
• 1 - 100 Employee

• Senior accounts manager

  • Jan 2021 - May 2021

  Dealing directly with the clients Handling the accounts profile Preparing monthly reports with the accounts status and last activities on monthly basis Reviewing the account financial status and following up on last transaction Handling customers escalations if needed Dealing directly with the clients Handling the accounts profile Preparing monthly reports with the accounts status and last activities on monthly basis Reviewing the account financial status and following up on last transaction Handling customers escalations if needed



fetchr

• Law Practice
• 1 - 100 Employee

• Call Center Agent

  • Oct 2018 - Jan 2021

  customer service, trainer, delegate leader, client support customer service, trainer, delegate leader, client support



Raya CX

• Egypt
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Call Center Agent

  • Dec 2017 - Sep 2018

  supporting customers and solving their quiries supporting customers and solving their quiries