Mahmoud Magdy

Experience

• 

  El-Araby Group

  Dec 2015 - Dec 2017

  ● Contribute to internal audits and assessments.● Call monitoring by listening in on employee calls for the purposeof improving communication and customer service.● Worked closely with internal teams and answer questions.● Performed post-resolution follow-up to verify adequate resolutionof issues.● Implemented employee training to improve compliance with therequirements.● train new employees on how to handle customer calls.

  • Quality Assurance Specialist

    Dec 2016 - Dec 2017

  • Customer Service Specialist

    Dec 2015 - Dec 2016
• 

  WUZZUF

  Jan 2017 - Dec 2022

  ●handled customer feedback and satisfaction calls.● Raised any concerns/issues to come across during handling thecalls that require immediate attention to the concerneddepartment.● handled satisfaction & churn Reports & Analysis.● Made Marketing Analytics Reports & Analyses for any requestedproject.● Assure data provided to other teams is accurate andpresentable.● Worked and collaborate with other teams/ departments foralignment, and better outcomes.● Conduct research and Customer Surveys on (Cx Research,WTP research, Usage Research, etc.)● Meet with the right stakeholders to complete the research briefs● before proceeding with the actual research either internal orexternal.● take recommendations from the users through the NPS andanalyze them by using Kano model.● worked on Monthly Business review “MBR” for general businessand review current KPIs against ideal performance.● created journey mapping for the users by using Visio● connect with customers online and by phone to inquire about needs and offerservices.● collected customer feedback from NPS and CSAT and tag thefeedback then I recommend suitable actions to solve the issue.● Made monthly reports that include the top pains of customersand make monthly presentions.● Took escalated, complex customer issues and develop creativesolutions to restore loyalty.● Educated customers about use and advantages of our service.● Learned company products and services in-depth to offercustomers● Engaged with customers to understand needs, resolve issuesand answer product questions.● Investigated product concerns and communicated withdepartments to understand customer issues. Show less

  • Senior Customer Experience

    Nov 2019 - Dec 2022

  • Quality Assurance Specialist

    Jul 2018 - Oct 2020

  • Job sekeer relations specialist

    Jan 2017 - Dec 2018
• 

  Chärter Solutions

  Mar 2020 - Dec 2022

  Associate Consultant

  Interviewing clients to gather requirements and build trust as well as evaluating the project requirements based on clients' specifications. Conducting primary and secondary research with subject matter experts in a variety of fields and Presenting updates and deliverables clearly to clients both virtually and in-person

• 

  Amanleek

  Mar 2023 - now

  Quality Assurance Lead

  ●Manage Quality assurance programs and Quality team.●Ensure the client’s quality expectations of the team are achieved.●Work directly with operations management to identify and report quality needs.●Coordinate with the training group to ensure compliance with all training issues, and ensure the qualityto improve overall performance.●Review the calls to ensure proper execution of client-identified objectives Investigate product concernsand communicate with departments to understand customer issues.●Collect customer feedback from NPS and CSAT and tag the feedback then I recommend suitableactions to solve the issue.●Work on defects to decrease variation.●Enforcement TQM method which matches our organization.●Define root causes and deploying six sigma projects at all departmentsProcess development using lean and Six Sigma tools●Reviewing The Process for all department●Focusing and creating the required corrective actions on " EUS, Client Satisfaction " and the failmetrics by using Kano model and Six Sigma Tools " DMAIC ".●Orientation for the leaders and department to implement the process efficiently and effectively and toapply the corrective action to maintain the process●Monthly reports and meetings to discuss the weak points and follow up the corrective actions●Seeking for the gaps and defect to eliminate thatInvention the new systemic Tools to aperient the reports in all departments●Collect and analyze data to detect deficient controls, duplicated effort, extravagance, fraud, or noncompliance with laws, regulations, and management policies.●Confer with company officials about company values and regulatory matters.●Examine whether the organization's objectives are reflected in its management activities and whetheremployees understand the objectives●Prepare detailed reports on audit findings.●Supervise auditing of establishments and determine the scope of investigation required Show less