Hisham Hamdy

Experience

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  Etisalat Misr

  Feb 2007 - Aug 2015

  • Achieve monthly key contact center performance targets for customer satisfaction, quality, productivity and key performance metrics. • Monitor and evaluate agent monthly performance, review productivity and attendance reports, and coach staff members to improve performance. • Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Assist agents with career development. • Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers who needs higher level handling and problems that require escalation outside of the department. • Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. • Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, Engineering, Marketing, Manufacturing and other areas of the company to facilitate problem solving. • Stay informed of all new products and services and ensure that agents are properly trained to handle questions about any of them. • Support and promote all company and departmental sales, service and quality initiatives. • Interview and hire prospective agents, technicians and senior technicians. • Assist in administering team attendance records, salary plans, vacation and staffing schedules and forecasts. • Build and maintain a positive working environment that attracts and retains high- quality staff. • Be visible to agents. Supervisors should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls. • Plan and manage a range of non-phone activities for agents, including workshops, Learning courses, knowledge reinforcement and brainstorming sessions., Show less •Monitoring, evaluating and challenging the Consumer Collection area’s success in managing its risk target.•Conducting statistical analyses for Consumer post paid base payments trends and behaviors as well as reporting and presenting analyses results.•Identifying root cause of abnormal behaviors in payments/debt trends as well as proposing different recommendations to manage.•Routine analysis for different products/Rate plans performance in terms of payments and Debt%•Reviewing new Products/Rate plans/promos as well as highlighting gaps and fraud windows from collection point of view.•Attending new Products/Rate plans/promos UAT’s and approving them from collection side to ensure successful commercial launchSpecial experiences/skills(within the collection team)•Operating the Consumer Collection Business Intelligence Power User (BIPU)-Power User is a tool that enables management to better leverage information collected within Enterprise Data Warehouse, by giving specific business users the ability to conduct ad-hoc analysis to help in management decision making process. The power user solution provides powerful analytical functions like data slice and dice, hierarchies and ad-hoc analysis. All of these features are provided in a simple business language which is abstracted from technical complexity.Power user provides a great improvement on the regular processes, instead of extracting the data from different reports and incorporating it in Access databases, Power user gives users the information needed when need it, in the format user need it. Show less • Auditing on the consumer bill’s delivering vendor (Smart Com) to ensure delivering of the customer’s bills within the Agreed SLA.• Auditing the Vendor to maintain that the returned bills are within the accepted percentages.• Communicating with customers through SMS/Calls to modify their address and handling resending their bills.• Communicating with finance and IT-billing team For the preparation of the samples of bills reviewed during the monthly bill review (twice every month)• Filtering the received samples and assigning them to different team members.• Follow Up on issues received during the bill review and escalating them to the concerned parties and making sure all issue are fixed before giving the Go decision for the bills cycle running.• Handling pending payments cases (Stores/Banks/Smart com)• Auditing on Deactivated accounts.• Performing Transfer Bills action through the Account receivable Tool.• Auditing on Hotline and suspension action performed by other teams. Show less

  • Back office & Complains supervisor

    Jul 2015 - Aug 2015

  • High value customers Call Center Supervisor

    Nov 2014 - Jul 2015

  • Consumer Billing Senior Advisor/Consumer Collection/Risk Managment

    May 2012 - Oct 2014

  • Consumer Billing Agent /Consumer Collection/Risk Management

    Sept 2009 - May 2012

  • Consumer High Usage Agent/Consumer Collection/Risk Managment

    May 2009 - Sept 2009

  • Consumer Activation Agent /Risk Management

    May 2007 - May 2009

  • Call Center Agent

    Feb 2007 - May 2007
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  Home Centre/ Landmark Arabia

  Aug 2015 - Nov 2022

  Customer Care Center Manager
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  EXtra Egypt

  Dec 2022 - Jun 2023

  Head of Customer Experience