Maged Moris

Experience

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  Mobinil

  Aug 1998 - Jul 2005

  • User Support & PBX Management.• Account Management.• Technical Needs Oversight.• Troubleshooting & Issue Resolution.• Inventory & Asset Management.• Resource Maintenance.• Reporting & Analytics.• Help Desk Coordination.• Policy Compliance & Values Adherence.• Objective Alignment & Performance Management.• Professional Development Initiatives.• Feedback & Escalation Management. • Issue Diagnosis• Customer Interaction• Attendance Management• Shift Monitoring• Escalation Management• Representative Support• Conflict Resolution• Product Knowledge• Training Participation • Tools and Applications Understanding • During my Journey in Orange Egypt, I won many worldwide awards and I Presented Orange Egypt in multiple transformation forums • Rewarded by Orange to participate in Morocco for implementing preferred agent strategy end to end solution for enterprise call center, which is to dedicate one agent or two for each contact person

  • Contact Center Operations Manager

    Nov 2002 - Jul 2005

  • Customer Service Team Leader

    Oct 1999 - Nov 2002

  • Customer Service Senior Representative

    Aug 1998 - Oct 1999
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  Mobinil

  Sept 2005 - Aug 2011

  Customer Experience Project Manager

  • Project Implementation & Management.• Enterprise Solutions Development.• Innovation in Customer Service Processes.• Loyalty Program Development.• IVR Strategy Enhancement.• Advanced Call Management Solutions.

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  Orange Egypt

  Jan 2011 - Aug 2022

  Customer Experience Transformation Expert

  - Led a cross-functional team to implement a digital customer feedback system, increasing response rates by 25%.- Developed and executed a customer service training program, resulting in a 15% improvement in customer satisfaction scores

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  Digital Blocks

  Aug 2022 - now

  Director of Customer Experience

  As Director of Customer Experience, I spearheaded transformative initiatives to enhance customer satisfaction and streamline service delivery for large-scale, public service projects. Leveraging a data-driven approach, I led the deployment of two critical projects: The WhatsApp Support System for the Universal Health Insurance Authority, a solution that provided accessible, real-time support for health insurance beneficiaries, and the Unified Citizen Card, a multi-functional tool integrating subsidies, bread distribution, health insurance, and electronic payment services. Through these projects, I optimized the interaction between citizens and essential services, creating a seamless experience that improved accessibility and fostered trust in public service offerings Show less