Hossam Eldin Hassan

Experience

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  InterContinental Hotels & Resorts

  Aug 2003 - Nov 2005

  VIP service specialist
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  Mac Carpet

  Dec 2005 - Jun 2007

  Export & Customer Relationship manager
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  Vodafone

  Jul 2007 - May 2011

  Senior International service supervisor
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  Extra (DESD)

  Jul 2011 - Nov 2013

  Customer Service Supervisor
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  Landmark Group

  Jan 2014 - Dec 2018

  Customer Service Manager
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  United Yousef M Naghi Co. Ltd

  Jan 2019 - Dec 2022

  Customer Service Manager
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  ALESAYI HOLDING | العيسائي القابضة

  Dec 2022 - now

  Customer Service Director

  I lead the transformation of our service division, ensuring exceptional customer experiences, operational efficiency, and sustainable profitability.Strategic Leadership & Service Excellence – Spearhead the development and execution of a comprehensive Aftersales & Contact Center strategy aligned with company goals, driving service excellence and exceeding customer expectations.Operational & Resource Optimization – Plan, organize, and maximize resources (human, technical, tools, partnerships) to not only meet but surpass business objectives, ensuring top-tier service delivery.Performance-Driven Approach – Establish and enforce Key Performance Indicators (KPIs) for both Aftersales and Contact Center, ensuring continuous improvement in service efficiency.Spare Parts & Inventory Management – Oversee the entire spare parts ecosystem, ensuring optimal safety stock levels across service centers and B2B distribution. Drive demand planning, forecast service needs, optimize procurement from multiple brands.Vendor & Supplier Negotiations – Strategically negotiate terms and pricing with vendors and suppliers, maximizing profitability on spare parts and service claims.Customer Experience & Compliance – Lead the resolution of customer complaints from MCI and other within stipulated timelines. Technical Support & Product Quality Enhancement – Drive initiatives to evaluate product quality, improve service center capabilities, and ensure technicians are equipped with the skills to deliver exceptional service. Oversee key metrics such as failure rates, epidemic failures, and back jobs to continuously refine quality standards.End-to-End Service Operations Management – Oversee the entire operational cycle of service centers and 3rd-party partners, covering both technical and non-technical aspects. Ensure seamless financial operations while monitoring key service metrics like Turnaround Time (TAT), back jobs, pending job cards, and home visit completions. Show less