Customer Care and Experience Director

• Jan 2023 - Present

Customer Care and Experience Manager

• Jan 2016 - Jan 2023

• Managing and setting objectives of 4 teams including: Contact Center, Case Management, Patient Relations and Customer Service team.• Accomplish customer care human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.• Achieve customer care department objectives by contributing customer care information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements and implementing change.• Meets customer care department financial objectives by forecasting requirements; preparing an annual budget.• Improve customer care quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.• Accomplishes information systems and organization mission by completing related results as needed. Show less

Contact Center Manager

• Jun 2013 - Jan 2016

•Established and Developed the company’s Contact Center starting with Inbound and Outbound calls, Managing 6 Agents and 1 Senior Advisor.•Designed and Constructed the Contact Center CRM Modules for case assignment and management.•Conducting and Delivering Customer Service training to the Agents.•Prepare Contact Center performance reports by collecting, analyzing, and summarizing data and trends.•Managing the daily running of the Center and implementing Contact Center strategies and standards.•Carrying out needs assessments, performance reviews and cost/benefit analyses.•Setting and meeting performance targets for speed of answer (ASA), Average Handling time (AHT), Efficiency including adherence and Quality.•Ensuring all relevant communications, records and data are updated and recorded over CRM.•Monitoring random calls to improve quality, minimize errors and track operative performance.•Coordinating staff recruitment, including writing Job descriptions and duties while liaising with HR staff.•Reviewing the performance of staff, identifying training needs and planning training sessions.•Handling the most complex customer complaints or enquiries.•Organizing staffing, including break times and the number of staff required to meet demand.•Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. Show less

Key Accounts Manager

• Feb 2010 - Jun 2013

•Managing a number of key multinational corporate accounts who are BUPA International / horizon PMI medical insurance clients to secure on-going renewals and expand the opportunities •Seeking opportunities and generating new sales to large corporate accounts and securing their renewals in existing market segments •Developing new markets and opportunities under the company's management guidance•Managing relations with external brokers with a view to expand business growth•Aid in the training and field support of the junior team members, conducting on-the-job training via joint sales calls Show less

Telesales Manager

• Feb 2009 - Dec 2009

•Setting up the Telesales Division Structure, Objectives & Sales quotas on a monthly basis. •Interviewing new sales agents to join the Telesales Division and provide them with all necessary selling techniques and product knowledge training. •Ensuring the telesales team members are familiar with frequent updates. •Provide a high level of quality monitoring to ensure a dedicated and continuous progress of the team. •Supervising the daily schedules by conducting daily meetings with the telesales team. •Reporting and reviewing monthly sales plan presentation with Head of Sales. •Boost up the sales team work spirit within the Department. •Evaluate performance on a constant basis, providing counseling and guidance as needed; provide assistance to the staff in completing the sales process. Show less

Customer Service Manager

• May 2007 - Jan 2009

•Promote good customer relations by consistently providing premier customer satisfaction; have a developed rapport with the customer base, and respond timely with correspondence to customers to resolve issues or problems. •Setting up the Customer Service Department Action Plan, Objectives & achievements for each quarter. •Develop the CSR staff through training, and coaching for premier delivery of customer care. •Evaluate performance on a constant basis, providing counseling and guidance as needed; provide assistance to the staff in completing the promotion process. •Handle with professionalism the complex customer and business customer problems that are unable to be solved. Show less

Membership Senior Advisor

• Sep 2003 - May 2007

•Handling all the medical administrative issues for the Egyptian Ministry Of Foreign Affairs special account. Such as: Addition, Cancellation, and Transferring members through various Egyptian Embassies worldwide. •Responsible for the Accounting part such as checking the Monthly Invoices, Credit notes and Statements for due amounts collection. •Respond to customers inquires and complaints in a timely manner and with the highest level of customer satisfaction. •Creating my own filling system for records and compatibility with the computerized system. •Prepare members documents, membership cards and dispatching them by courier. Show less