Shawky Elshazly

Experience

• 

  Emerging Media UK

  Mar 2016 - Aug 2016

  Telemarketing Specialist

  Telemarketing Executive, marketing over the phone for clients in UK

• 

  Teleperformance

  Dec 2016 - Apr 2022

  • Setting required operational strategies boosting operational KPIs performance by more than 30% with CX performance maximization to reach 85% (COPC Standard).• Conducting performance reviews and needed assessments across operational and financial functions achieving monthly GM% target.• CX-focused approach, with Real-Time operations management across multiple regions and omnichannel services.• Directed daily operations to ensure adherence to company service standards and analyzed process defects through root-cause analysis.• Facilitated monthly business planning and evaluation meetings to identify problems and propose business solutions, attain financial and budget targets.• Partnered with cross-functional teams to develop a comprehensive support process, that improved NPS by 10% and SLA attained with over 5%. عرض أقل • Developed and initiated strategies to improve employee satisfaction and retention resulting in employee turnover reduction of 30%.• Improved BU and overall business performance metrics through the continuous dataanalysis and identification of areas of improvement.• Conducted Regular evaluation of TLs performance with Scheduled Monthly and BI-Monthly performancereviews sustaining BU within the top 3 in the overall scorecard.• Expanded the implementation of personalized ELPs for Business Unit,resulting in a 30% increase in employee satisfaction and 25% decrease in attrition rates.• Slashed BU revenue targets with the launch of new LOB, achieving 85% ofoperational KPIs within 3 months with the coordination with different business functions increasing overall HC by 200% (+80). عرض أقل • Managed a 15 to 18-member team of Customer service specialists towards asuccessful overall CX performance improvement over 1 year.• Sustained a Continuous CX & KPIs overall performance improvement throughactive transaction monitoring and continuous coaching.• Conducting coaching to agents in real-time by monitoring random transactions and reinforcing positive behaviors resulting in MOM C-SAT improvement by 5%-7%.• Monitored compliance with initiated procedures by reviewing records for accuracy.• Conducted root cause analysis to identify opportunities for improvement in products, services or billing methods and quantified the results to prevent future problems. عرض أقل

  • Customer Care Operations Manager

    Jul 2020 - Apr 2022

  • Customer Care Operations Associate Manager

    Aug 2019 - Jun 2020

  • Customer Service Team Lead

    Mar 2018 - Jul 2019

  • Customer Service Representative

    Dec 2016 - Feb 2018
• 

  ALEXBANK

  Aug 2017 - Aug 2017

  Trainee

  • Worked with customers handling daily transactions.• Focused on account creation, opening checking and savings accounts, and bonds processing loans.• Managed the tellers and attended company management meetings.

• 

  CXperts

  Sept 2023 - now

  Customer Care Operations Manager