Experience

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  Vodafone

  May 2010 - May 2012

  Icc senior specialist

  Reporting to Call Center Supervisor.Responsible for handling customer queries and offer the best solution within SLA assuring best quality delivered and FCR.Development: Completed TTT course and joined Training team as a supporting trainer for 2 batches.Transferred to 2nd line support, to answer the first line queries for the more sophisticated cases (non-client facing).

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  Raya cx

  May 2012 - Feb 2014

  Customer service team manager

  Account (Etisalat UAE)Reporting to Accounts ManagerLaunching a new account for Etisalat UAE (Smart Phones) and merging it with the mobile services account.Driving team performance.Managing the service delivery and maintaining SLA.

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  مجموعة سيرا

  Feb 2014 - Sept 2018

  Reporting to: Sales & Customer Relations DirectorAnalysing the sales, cost & revenue across the online unit (Almosafer, Tajawal, Altayyar), Daily, weekly & monthly.Report the above to the board of directors, with recommendations to maintain the smoothness and profitability.Responsible for corporate sales and business development of Riyadh office. Reporting to: Sales & Customer Relations DirectorResponsible for establishing Riyadh office, hiring, train, and managing performance.Managing Sales staff to achieve targets.Managing care staff to achieve satisfaction with minimal loss.Driving social media performance and Operating 24/7.Achievements: 6 out of 10 Top Sellers Across All the company sites (Egypt - Riyadh -Dubai) was under my Management unit within 3 month from lunching Riyadh Team Reporting to Customer Service ManagerResponsible for Managing workflow for all the customer interaction channels (Email - Calls - Social Media).Assisting Sales Staff To Achive Their Targets.Achievements: Best selling Team During 2015.Top QA team During 2015

  • Business Development & Analysis Manager

    Jan 2017 - Sept 2018

  • Customer Service Manager & Site In Charge

    Jan 2016 - Jan 2017

  • Customer Service Supervisor

    Feb 2014 - Jan 2016
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  Hotelspro

  Oct 2018 - Mar 2020

  Customer service operations manager

  Reporting To Operations DirectorResponsible for establishing Cairo office, hire, train and manage performance.Managing the admin staff and Moderate the supporting functions.(HR, Accounting & Contracting).

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  Image home department store

  Mar 2020 - Mar 2022

  Customer service manager

  Reporting to Chief Commercial OfficerResponsible for establishing Contact Center, Configure Hotline, hire, train and manage performance.Managing workflow for all the customer interaction channels (Email - Calls - Social Media)

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  Ahmed elsallab

  Mar 2022 - now

  Customer service & operations coordination manager

  Reporting to Supply chain & operations director Responsible for managing +50 face to face customer service staff across the different stores & call center.monitoring the daily activities related to customer service, (shipping products, returns, replacements, and customer complaints)Managing receptions performance, conducting customer surveys and sharing the results with the concerned departments.Managing Call center, making sure that FCR is provided within SLA.Following up & negotiating with Customer protection agency (CPA) regarding escalated complaints.Coordinating between demand management, vendor management, sales management, finance, fleet & Warehouse management. within the SOP,Assisting in the development of the SOP if needed.leading the CRM and any projects affecting the customer experience. عرض أقل