Nadia Abd Elhamid

Experience

• 

  Raya Holding

  Mar 2005 - Nov 2013

  • Assumes responsibility at the operational level for quality and cost-effective service delivery. • Responsible for team recruitment and development.• Works with the Client Manager to retain customers and build the business.• Reports to CS operations Manager.• Manages organization size of 60 or more employees and be responsible for career development and appraisals. • To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved. • Definition of service level agreements (SLA’S) related to contracted services. • Ensure SLA’s are achieved and client expectations are met (or exceeded). • To build services relationships with clients. • Ensure SLA’s are achieved and client expectations are met (or exceeded). • Ensure quality and profitable services are performed to the agreed SLA. • To ensure that systems, processes and methodologies as specified are followed to sure • Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes• Ensuring that Table "F" related KPIs as communicated by the call center GM are achieved. • Apply the problem solving technique to identify and fix problems found through wide variation on table "F" KPIs. Show less Customer Satisfaction : To undertake an agreed % of customer surveys eachmonth in order to establish satisfaction levels: •Achieve the Top two Boxes %.• Don’t exceed the Bottom box %.• Provide (Weekly , Monthly and Quarterly report) root cause analysis for the dissatisfied customers.• Provide monthly action plan to improve the Customer satisfaction%. And follow up with all the concerns parties.ManagingComplaints Responsible for managing customer complaints and resolving without the need for further escalation:• Following up with the HQ team “ Tech , Sales and after sales” to solve customers’ complaint• Following up with the services centers to solve customers’ complaintProduction ofMonthlyMgnt Report To produce monthly report for Board :• customer feedback,• support manager concerns• complaints• root cause analysis of customer• root cause analysis of positive• recommendations for improvements•KPIs Achievement “ With problem solving in case the operation didn’t reach the agreed target”.Briefing team on results of customer feedback & Mngt decisions • Provide monthly report to internal team.• Agree action plan, responsibilities and deadlines.• Track improvements and report on achievements.• Incorporate updates into monthly mngt report.• improvements, quality and processes.ManagingCustomers Tech Escalation • Handel and solve customers tech problems with the WM , Android Tablet Phones.• Simulate all the tech cases using the required tools to find solutions.• All the cases should be solved and get back to the customers within MAX 3 BD. Show less

  • Customer Service Manager

    Mar 2005 - Nov 2013

  • customer Escalation manager

    Mar 2005 - Nov 2013
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  Arabianfor Construction and Tourism Development

  May 2016 - Jan 2017

  Manager Marketing
• 

  Hub Real Estate

  Feb 2017 - Dec 2019

  Marketing and operation Manager
• 

  Reit Egypt

  Jan 2020 - Dec 2022

  Marketing and Operation manager
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  El Shams Eiffel Real Estate

  Jan 2020 - now

  Marketing and Operation manager
• 

  Al Brouje Real Estate ( Brokerage Company )

  Jan 2021 - Jan 2022

  Marketing and Operation manager
• 

  E.S.G Esalm Elshihry Group

  Jan 2023 - now

  Chief Operations Director
• 

  Tahiti Developments

  Mar 2023 - Apr 2024

  Marketing and Operation manager