John Antonious

Head of Customer Experience at Talabeyah
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Contact Information
us****@****om
(386) 825-5501
Location
Cairo, Egypt, EG
Languages
  • English Full professional proficiency
  • Russian Professional working proficiency
  • French Limited working proficiency
  • Arabic Native or bilingual proficiency

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Bio

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Credentials

  • Lean Six Segma
    Green Belt
    Mar, 2019
    - Nov, 2024
  • Lean Six Segma
    Yellow Belt
    Jan, 2019
    - Nov, 2024
  • COPC (Customer Operations Performance Centre)
    Customer Operations Performance Centre
    Dec, 2018
    - Nov, 2024

Experience

  • Talabeyah
    • Egypt
    • Internet Publishing
    • 100 - 200 Employee
    • Head of Customer Experience
      • Mar 2022 - Present

      Map the customer journey and identify opportunities to proactively intervene on the client’s behalf. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement. Champion opportunities to consistently Improve the Delivery experience. Drive customer retention, reduce churn, and increase customer satisfaction. Guide team in effective client issues resolution and handle any escalations. Continually review and evolve the collection of processes Talabeyah uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle. Oversee and undertake other activities as required in order to gauge customer feedback and make sure that this is used effectively. This will include postal surveys, one-to-one interviews and focus groups, and on-line methods of engagement, including the use of social media. Conduct studies and research to discover new techniques necessary for improving customer and Vendor experience. Implement and Evaluate Pilot project initiatives ROI and implications of rolling out. Provide the leadership in integrating customer perspective and navigation across lines of business or business functions through touch points throughout the customer journey of market development and prediction of future requirements and opportunities. Show less

  • Al Ahram Beverages Company
    • Egypt
    • Food and Beverage Services
    • 400 - 500 Employee
    • Contact Center Manager
      • Jan 2020 - Mar 2022

      Determines contact center operational and customer service strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses. Serving different channels and Line of businesses (Inbound, Outbound, E-Commerce, Social Media, Email & Chat). Manage all online activity in relation to traffic acquisition, sales, conversion and reporting. Work with developers to improve user experience and performance of application. Work with the trade marketing team and manage digital marketers in order to improve quality and traffic acquisition per channel. Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses. Accomplishes contact center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining employees and administering scheduling systems. Prepares contact center, stores, delivery performance and voice of the customer reports by collecting, analyzing, and summarizing data and trends. Monitor the implementation of delivery operational activities and processes in order to deliver on approved operational plans. Develop processes and approaches that enable a continuous improvement delivery operational cycle. Show less

  • Buseet
    • Technology, Information and Internet
    • 1 - 100 Employee
    • Customer Experience Manager
      • Oct 2019 - Dec 2019

      Champion opportunities to consistently improve the customer experience. Drive customer retention, reduce churn, and increase customer satisfaction. Map the customer journey and identify opportunities to proactively intervene on the client’s behalf. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement. Guide team in effective client (B2B/B2C) issues resolution and handle any escalations. Manage the relation with clients during business acquisition negotiation, finalize and organize deals. Continually review and evolve the collection of processes uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle. Manage all online activity in relation to traffic acquisition, sales, conversion and reporting. Determines contact center operational and customer service strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses. Show less

  • Teleperformance
    • France
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Contact Center Operations Manager
      • Mar 2016 - Sep 2019

      Lead and manage a team of 3 direct reports, 15 team leaders and 200+ customer service representativesAccomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Meets contact center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Determines contact center operational and customer service strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses.Serving different channels and Line of businesses (Inbound, Outbound, E-Commerce, Social Media, Email, Chat & Content management).Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends. Show less

    • Assistant Contact Center Manager
      • Apr 2014 - Apr 2016

      Setting and meeting performance targets for speed, efficiency and quality;Managing the daily running of the call center/Liaising with supervisors and Support functions to gather information and resolve issues;Coordinating staff recruitment and liaising with HR staff;Reviewing the performance of staff, identifying training needs and planning training sessions;Recording statistics, user rates and the performance levels of the centre and preparing reports;Organizing staffing, including shift patterns and the number of staff required to meet demand; Show less

    • Contact Center Supervisor
      • May 2012 - Mar 2014

      Supervise and coordinate activities of workers engaged in customer service activities.Plan, prepare, and devise work schedules, according to budgets and workloads.Observe and evaluate workers' performance.Assign certain duties to the employee, explaining how those duties are to be done.Train and instruct employees.Help employees address and resolve a wide variety of concerns and complaints.

    • Customer Service Representative.
      • Oct 2011 - Apr 2012

      Answering customers'​ inquiries via phone, providing the right information.Solving customers' problems, following professional customer service techniques in handling customers in order to achieve the maximum customer satisfaction.Communicates with other departments to answer customers’ inquiries, solve their problems and fulfill their needs

  • TOUR GUIDE
    • Egypt
    • Russian and English Tour Guide.
      • Apr 2010 - May 2012

      Escort individuals or groups on cruises, sightseeing tours, or through places of interest. Ensure that itineraries are met and that customers are being informed in an entertaining manner on the location they are touring. Responsible for ensuring the safety of the group and ensuring tour groups remain together. Escort individuals or groups on cruises, sightseeing tours, or through places of interest. Ensure that itineraries are met and that customers are being informed in an entertaining manner on the location they are touring. Responsible for ensuring the safety of the group and ensuring tour groups remain together.

  • Travelway Tourism & Shipping
    • Travel Arrangements
    • 1 - 100 Employee
    • TRAVEL WAYS Hurghada
      • Jun 2009 - Mar 2010

      Arranging guest meet & assist Selling travel products and tour packages Handling guest problems Leading all Hurghada & Luxor excursions Arranging guest meet & assist Selling travel products and tour packages Handling guest problems Leading all Hurghada & Luxor excursions

Education

  • The American University in Cairo
    Diploma, Business, Management, Marketing, and Related Support Services
    2013 - 2014
  • Russian language center of St. Petersburg state University for Railway communication.
    Russian Language and Literature, Very Good
    2008 - 2009
  • Helwan University Cairo
    Bachelors of tourism and hotels, Tourism & Hotels, Guiding Section
    2004 - 2008
  • Russian cultural center
    Russian Language and Literature, Excellent
    2005 - 2007
  • ST. Joseph Maronite Private School
    High School, Excellent
    1991 - 2004

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