John Antonious

Experience

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  Travelway Tourism & Shipping

  Jun 2009 - Mar 2010

  TRAVEL WAYS Hurghada

  Arranging guest meet & assist Selling travel products and tour packages Handling guest problems Leading all Hurghada & Luxor excursions

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  TOUR GUIDE

  Apr 2010 - May 2012

  Russian and English Tour Guide.

  Escort individuals or groups on cruises, sightseeing tours, or through places of interest. Ensure that itineraries are met and that customers are being informed in an entertaining manner on the location they are touring. Responsible for ensuring the safety of the group and ensuring tour groups remain together.

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  Teleperformance Egypt

  Oct 2011 - Sept 2019

  Lead and manage a team of 3 direct reports, 15 team leaders and 200+ customer service representativesAccomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Meets contact center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Determines contact center operational and customer service strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses.Serving different channels and Line of businesses (Inbound, Outbound, E-Commerce, Social Media, Email, Chat & Content management).Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends. Show less Setting and meeting performance targets for speed, efficiency and quality;Managing the daily running of the call center/Liaising with supervisors and Support functions to gather information and resolve issues;Coordinating staff recruitment and liaising with HR staff;Reviewing the performance of staff, identifying training needs and planning training sessions;Recording statistics, user rates and the performance levels of the centre and preparing reports;Organizing staffing, including shift patterns and the number of staff required to meet demand; Show less

  • Contact Center Operations Manager

    Mar 2016 - Sept 2019

  • Assistant Contact Center Manager

    Apr 2014 - Apr 2016

  • Contact Center Supervisor

    May 2012 - Mar 2014

  • Customer Service Representative.

    Oct 2011 - Apr 2012
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  Buseet

  Oct 2019 - Dec 2019

  Customer Experience Manager

  Champion opportunities to consistently improve the customer experience.Drive customer retention, reduce churn, and increase customer satisfaction.Map the customer journey and identify opportunities to proactively intervene on the client’s behalf.Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.Guide team in effective client (B2B/B2C) issues resolution and handle any escalations.Manage the relation with clients during business acquisition negotiation, finalize and organize deals. Continually review and evolve the collection of processes uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle.Manage all online activity in relation to traffic acquisition, sales, conversion and reporting.Determines contact center operational and customer service strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses. Show less

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  Al Ahram Beverages Company

  Jan 2020 - Mar 2022

  Contact Center Manager

  Determines contact center operational and customer service strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses.Serving different channels and Line of businesses (Inbound, Outbound, E-Commerce, Social Media, Email & Chat).Manage all online activity in relation to traffic acquisition, sales, conversion and reporting.Work with developers to improve user experience and performance of application.Work with the trade marketing team and manage digital marketers in order to improve quality and traffic acquisition per channel.Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses.Accomplishes contact center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining employees and administering scheduling systems.Prepares contact center, stores, delivery performance and voice of the customer reports by collecting, analyzing, and summarizing data and trends.Monitor the implementation of delivery operational activities and processes in order to deliver on approved operational plans.Develop processes and approaches that enable a continuous improvement delivery operational cycle. Show less

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  Talabeyah

  Mar 2022 - Nov 2024

  Head of Customer Experience

  Map the customer journey and identify opportunities to proactively intervene on the client’s behalf.Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.Champion opportunities to consistently Improve the Delivery experience.Drive customer retention, reduce churn, and increase customer satisfaction.Guide team in effective client issues resolution and handle any escalations.Continually review and evolve the collection of processes Talabeyah uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle.Oversee and undertake other activities as required in order to gauge customer feedback and make sure that this is used effectively. This will include postal surveys, one-to-one interviews and focus groups, and on-line methods of engagement, including the use of social media.Conduct studies and research to discover new techniques necessary for improving customer and Vendor experience.Implement and Evaluate Pilot project initiatives ROI and implications of rolling out. Leading Customer service, Quality and Training to integrate customer perspective and navigation across business functions through touch points throughout the customer journey of market development and prediction of future requirements and opportunities. Show less

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  Talabat

  Dec 2024 - now

  Head of support functions

  Supervise the Operational training function activities and ensure the achievement of targeteddeliverables & OKRs.Ensure the delivered curriculum is a state of art and the best product for talabat’s new hires to be onboarded properly for success.Review the new hires' training & onboarding journey and make sure the new hires havethe perfect onboarding that would build a successful long-term performer.Ensure talabat’s Operations Training team is following the best approach in communicatingthe knowledge change that leads to and secures the highest readership and adoption of new updates.Set an efficient process for the operational training team to manage the outsourcing & BPO straining functions, ensuring all the required training is done perfectly on time within the targeted effectiveness.Make sure to improve the navigation and effectiveness of knowledge base solution.Ensure the operational training function is equipped with a strong long-term training &development agenda for all the SSC’s roles & levels to ensure covering all competencies gaps.Ensure there is ready on the bench leaders for future expansion and targeted promotions.Review the scope of the Quality Assurance department, review their business-as-usual tasks, and ensure each position within the organization is efficiently delivering added value.Review the in-use quality assurance scorecards and ensure they are in line with the targeted experience.Make sure the Quality Assurance team members are performing their tasks as efficient consultantsEnsure there is a strong link between the Quality Assurance, Operational training & theOperations team to ease achieve targets.Ensure the best insightful outcome is delivered to the Operations teams to guide them through the most efficient enhancement actions to boost vendors' and customers’ experience. Show less