Experience

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  Teleperformance

  Jul 2013 - Aug 2014

  Customer service representative

  Handling all Customer requestsConsulting the clients regarding their ProductsTelesales

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  Sykes

  Nov 2014 - May 2019

  Customer service representative

  - Own and manage the client relationship: resolving calls/ mails efficiently and effectively.- Ensure service level agreements are met and maintained.- Work as part of a team to ensure offering world-class Customer Service at all times.- Be proactive in regards to the improvement of processes and procedures.- Communicate positively with all involved parties in order to facilitate customer’s reception of the expected distinguished service.- Mentor and support new employees.- Use the job tools (telephone and computer) effectively.- Meeting service level in handling all transactions measured through productivityreports.- Accuracy in handling all assigned tasks.- Attendance and punctuality.- Maintain professional work relationships with colleagues, supervisor andmanager.-Technical Support for Sony's consumers. Show less

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  Majorel egypt

  Aug 2019 - Sept 2023

  -Managing, leading, empowering over 120 employees to achieve the desired business outcome considering the respect, diversity, resilience and excellence to assure that everything is very well put.-Collaborating with the support functions to have regular reports on how it looks alike in terms of queues health and efficiency to ensure having the proactive solutions for the issues before it arises.Having a regular weekly/monthly business review with the team walking them through the ongoing-upcoming plans in terms of what went well, what needs to be considered going forward.-Working closely with the stakeholders to ensure that the results are being met and all the right procedures have been followed properly.-Assigning vital tasks to high-performing TLs and making them owners on individual tasks as it always gives them an opportunity to shine.Launched customer care inbound queues for food service delivery in WSE (France, Belgium, Switzerland and Germany) with a remarkable record by ramping up the HC from 30 to 120 with outstanding performance across the business aspects in terms of QA, SLA, C-Sat and AHT.-Improved the quality gradually from the 50s till hitting the target (90s) in a very short time and sustaining it over three quarters in a row.Utilizing the unproductive time of the teams by delegating some tasks reference to each one's competencies to have a potential pool by providing all kinds of support/tools to excel further at the projected vacancies.Monthly recognition for the top achievers either for the front line or TLs to keep them motivated along the way.Always keeping an eye on the voice of employee by having random individual meetings with the front line to ensure that all processes are being followed and they're working at best possible work environment Show less Leading, empowering and directing team of 15 employees to ensure delivering the best possible customer satisfactionSupervising everyday working of the operations process and increasing efficiency of workers by evaluating the team performance, observing their KPIs trends and working on customised development action plans for each figure.Participated in launching solid customer care for one of the first food service delivery in WSE, all ModalitiesImproving the work environment and the business operations in the company while keeping a close eye on the adherence to these policies.Observing the customer experience, satisfaction, and feedback on our support process and flow, and overseeing the department and checking whether it is meeting the set customer satisfaction goals.Establishing and implementing the department policies demands that the operations management consult with supporting functions, client stakeholders or the company’s management.Overseeing the implementation of procedures.Creating a new process for the tech issues tracking and reporting.Using root cause analysis to identify the defects in order to have wider understanding for the issues itself before looking for solutionsEmpowering the team throughout regular meeting to discuss the ongoing-upcoming plans and having open discussion meetings that allow them to speak up in regard to all the surroundings in order to start tackling itResponsible for achieving team targets and enhancing the low outliers performance whether it was relevant to (C-SAT, QA, AHT, FCR and commitment metrics)Coaching them to success by helping them achieve not only the team or company goals, but their personal career goals as well considering where they want to be in the next year, or even five years, and give them the required support they need to develop and become successful.Sustainable improvement over inbound queues that I've managed (voice, chats and back office) in terms of efficiency metrics Show less

  • Operations Supervisor

    Oct 2020 - Sept 2023

  • Operations Team Lead

    Oct 2019 - Oct 2020

  • Customer Service Representative

    Aug 2019 - Oct 2019
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  Orange business

  Oct 2023 - now

  Customer service manager

  1- Holds account accountability for the Quality of solutions provided to the Enterprise customer.2- Acts as the customer primary point of contact and escalation point.3-Proactively identify existing customer needs, opportunities and grow the customer relationship with Orange Business.4- Works with the account team to sell Orange products, solutions and services.5-Prepares periodic customer service reviews reports.6-Hanldes and tracks the change implementation when it comes to report and billing.7-Provides customers with up-to-date technical documentation, including the customer operations Guide.8- Ensure all technical documentation is posted and updated in Orange Tools. Show less