Mohamed Wahba

Experience

• 

  LINKdotNET

  Jun 2006 - Jun 2007

  Call Center Representative

  • Handle inbound calls from customers regarding ADSL services, providing accurate information and resolving their queries efficiently.• Assist customers with troubleshooting ADSL connectivity issues, utilizing technical knowledge to identify and resolve problems.• Provided comprehensive training for new hires, equipping them with essential skills to excel in the customer service department's dynamic environment.• Process new ADSL service orders, ensuring accurate data entry and timely activation for customers.• Conduct outbound calls to follow up with customers, providing updates on service requests and addressing any additional needs.• Upsell and cross-sell ADSL service packages to customers, maximizing revenue generation opportunities.• Maintain comprehensive and accurate customer records in the CRM system, documenting interactions and resolutions.• Adhere to established call centre metrics and targets, achieving high customer satisfaction and service level standards. عرض أقل

• 

  Mobinil.

  Jul 2007 - Mar 2016

  ADSL Installation Team Leader

  • Supervise the ADSL installation team, ensuring efficient deployment of high-speed internet connections for customers.• Coordinate resources and schedules to meet installation targets and maintain service quality standards.• Provide technical guidance and support to team members, resolving any installation-related issues.• Collaborate with cross-functional teams to optimize installation processes and enhance overall operational efficiency.• Conduct performance evaluations and provide training to improve the skills and knowledge of team members.• Ensure compliance with safety protocols and industry regulations during installation activities.• Act as a point of contact for customers, addressing any installation-related inquiries or concerns promptly. عرض أقل

• 

  Orange

  Mar 2016 - now

  • Supervise and lead a team of customer service representatives to ensure the highest level of customer satisfaction and service excellence.• Set performance targets, monitor team performance through metrics and KPIs, and analyze data to identify trends and areas for improvement.• Plan and assign work; reward and review employee performance; and provide effective conflict resolution.• Collaborate with other departments, such as sales, marketing, and operations, to streamline processes, improve cross-functional communication, and enhance the overall customer experience.• Carry out supervisory responsibilities following Orange policies and procedures; responsibilities include interviewing, training and motivating employees.• Maintained cooperative partnerships between the company and resellers, guaranteeing smooth communication and resolving all issues that arise.• Resolve escalated customer issues and complaints in a timely and effective manner, demonstrating exceptional problem-solving abilities and maintaining a customer-centric approach.• Produce comprehensive performance reports and attainment summaries, presenting key metrics and milestones in a sophisticated and detailed manner.• Grow and Accomplish performance goals and objectives that are compatible with the organisation’s vision and goals. عرض أقل • Lead and enhance the “Assist on Floor” team for 2 years, supervise the management of inquiries, provide support for various issues, and address and solve escalated complaints at a higher level.• Trained agents in system navigation, information retrieval, and the creation of service requests for customer inquiries and complaints, handling complex and ambiguous scenarios.• Supervise and manage the daily operations of the customer support team, ensuring adherence to established service level agreements (SLAs) and key performance indicators (KPIs) to deliver exceptional customer experiences.• Plan effective workforce strategies to maximize efficiency and uphold service quality standards.• Enhance collaboration with stakeholders to ensure seamless communication and issue resolution.• Generate regular departmental reports adhering to agreed-upon service level agreements (SLAs).• Develop a rotational timetable for operators to diversify customer interactions and uphold service excellence.• Collaborate with the technical team by offering recommendations to enhance trip efficiency and operational workflows. عرض أقل

  • Customer Service Team Leader

    Jan 2023 - now

  • Customer Support Operation Team Leader

    Mar 2016 - Dec 2022