Ghada Eldesouky

Experience

• 

  TNT

  Feb 2000 - Oct 2014

  • More than 19 years’ successful experience in customer service and support with recognised strengths in account maintenance, problem-solving and trouble-shooting, sales staff support and planning/implementing proactive procedures and systems to avoid problems in the first place.• Possess solid computer skills.• Excellent working knowledge using Microsoft office• Ability to train, motivate and supervise customer service employees.• A team player, acknowledged as “Total Quality Customer Service Professional.”• Develop plans, conduct audits and variance analyses for improvements within my department • Ensure effective dissemination of relevant information to employees• Ensure coaching and feedback is focused on the key accountabilities of customer satisfaction and business results.• Developed Support line policies and processes internally and interdepartmentally that drastically reduced potential problems• Launched the Major account Desk within Customer Service.• Proactive planning led to notable increase in morale in all departments.• Developed the skills of the Support line and the Major Account teams• Shared in the training of regional staff • Launched the Special Services department within Customer Service • Supported Libya staff member to develop and establish a well-organized Customer Service Centre following the up to date standards and best practice established in TNT Customer service Centers.• Trained Libya staff on Customer Service systems, procedures & process.• Developed specialists to handle import and export queries on process as well as clearance.• Defined and communicated the functions of the FL,SL and the Major account.• Defined the workflow between Libya staff members and Egypt team.• Set a uniform customer correspondence for Libya staff that is marketing developed and legally approved.• Certified as internal auditor. . عرض أقل • Worked with one team representing 11 Customer Service representatives as direct reports. • Built and maintained a strong Customer Support Line team • Acted as a focal point of escalation for dissatisfied customers• Handled hard cases.• Held the Responsibility of Customer Correspondence • Monitored staff performance and coached for development • Ensured regular refreshment training for staff to enhance performance • Planned resources and ensured that schedule is adhered to • Positioned the Support Line as the centralized point of contact for after sales maintenance. عرض أقل

  • Support and Major accounts care center Teamleader

    Feb 2010 - Oct 2014

  • Customer Service Support Teamleader

    Jan 2005 - Feb 2010

  • Customer Service Representative

    Feb 2000 - Feb 2005
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  Bupa Global

  Oct 2015 - now

  • Coach manager & Project lead

    Aug 2023 - now

  • Coach Manager

    Dec 2019 - Aug 2023

  • UK service manager

    Oct 2015 - Nov 2019