Abdulrahman Daba

Experience

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  Orange Egypt

  Jul 2009 - Feb 2016

  · Adhere the KPI’s of the team. · Perform regular random/ targeted monitoring for customer interactions with all customer service teams and internal workflows, following COPC standards. (Enterprise, Consumer Call Center, CS Back office teams, Directory & Social Media ) · Perform regular testing for CS IVR’s and accessibility testing for CS short number including Informative IVR. · Follow monitoring standards for all customer service activities. · Contribute to the development, definition and implementation of quality standards · Perform regular monitoring for the products guide, CS IVRs and scripts to ensure that information availed at all customer touch-points is up-to-date. · Initiate requests to develop and update scripts communicated to customers. · Resolve escalations from CS operation regarding any specific evaluation result. · Define and report on areas of concern /gaps that might impact customer experience and follow-up on implementation. · Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust, Respect and apply company vision, mission and value.· Resolve all customer complaints, requests and inquiries within the pre-determined SLA’s via in depth investigation & channel it to relevant department to decide on Compensation/retention amounts granted to customers. · Escalate problems, report suspected fraud and provides relevant feedback to the right channels. · Perform Internal /External Mystery callers on Different products/services upon request & highlight any recommendation to enhance quality of handling. · Monitoring newly marketing launched projects and providing the CS Commercial Project/CRM Process with related feedback. · Perform /report regular Monitoring on Outsourcing Entities Call center to ensure providing acceptable Quality of services to Customers. · Ensure preventive and corrective action are in place.· Use available methods and tools to develop own skills. Show less

  • Senior Specialist CRM Monitoring

    Mar 2013 - Feb 2016

  • Senior Call Center Representative

    Dec 2010 - Mar 2013

  • Call Center Representative

    Jul 2009 - Dec 2010
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  Stc

  Mar 2016 - Sept 2024

   Design and recommend B2B customer experience measurement & monitoring strategy and monitor its execution Design and monitor B2B customer experience KPIs and satisfaction data and recommend course of action taking into consideration best practices/ benchmarks Manage Customer Experience Index 'CEI' (KPIs identifictation, KPIs Targets, KPIs Weights) to ensure accurate reflection of B2B customer experience. Liaise with B2B Business Operations, Sales, Operations, CCEx, STCS and STC SC to get data on customer experience and satisfaction across B2B sector Design and run customer experience surveys and reporting on customer satisfaction across B2B Establish a culture of customer experience in B2B by launching a CEX framework and ensure reflection in the individual performance  Drive ongoing market research (questionnaires, focus groups, mystery shopping, surveys etc.) on customer experience and satisfaction Perform customer onboarding for all B2B products and services  Ensure the excellence in Customer Experience indices (NPS, CSAT, CEI, etc.). Monitor CEX performance (track KPIs, identify trends and anomalies) across all channels and for different individuals Perform root cause analysis on issues and recommend corrective measures for processes, SLAs and systems Manage development of periodic reports and dashboards (weekly, monthly, quarterly) on complaint resolution performance Show less *Drive complaints handling and resolution excellence to improve Enterprise customer experience.*Monitor quality of complaints resolution across the complaints channels.*Track complaint resolution performance: compute KPIs, and point out discrepancies on a daily/weekly basis.*Develop periodic reports and dashboards on complaint resolution performance.*Perform root cause analysis on sub-performance issues and drive corrective measures for processes, SLAs, systems, etc.*Perform root cause analysis on the repeated complaints and drive corrective actions.*Develop improvement initiatives for complaint resolution for Enterprise Unit.*Assess complaints automation tools and drive system improvements. Show less

  • B2B CX Measurement & Programs Assistant Manager

    Nov 2022 - Sept 2024

  • EBU CEX Measurement & Monitoring Supervisor

    Apr 2020 - Nov 2022

  • EBU CEX Performance Assurance Supervisor

    Mar 2016 - Apr 2020
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  RER | السجل العقاري

  Sept 2024 - now

  Customer Experiance Expert