Doaa ElNemr

Experience

• 

  Al-Ahram Weekly Newspaper

  Feb 2006 - Jun 2006

  Editor
• 

  Xceed

  Jun 2006 - Jun 2008

  Technical Support Advisor serving British Customers for Xbox account.

  • International Account Team Leader

    Jul 2007 - Jun 2008

  • International Account Technical Advisor

    Jun 2006 - Jun 2007
• 

  Vodafone

  Jul 2008 - now

  Managing Complaints & Extreme Repetitive Callers Service line.Responsible for delivering customer service capabilities by driving the unit to an excellent level of first and second line of support Commercial Governance over all expenditures, revenue leakage, revenue generation and efficiencies.1. Customer Experience· Total responsibility over the management and the execution of all operational projects & execute effective governance frameworks with partner.· Pro-actively shares understanding of customer’s requirements from across the organization including product/service roadmaps, associated performance against KPIs.· Improvement Opportunities, Recommendations and activity plans to be created and reported.· Ensure to focus on celebrating great customer feedback, accreditation results and customer experience achievements.· Manage on Operational Commercial risk and reward components for all KPIs2.Relationship Management· Engage with relevant partner stakeholders to ensure appropriate action plans are developed and delivered in line with the business’ tactical requirements & needs in relation to operational performance· Design and deliver plans in line with Client and the segment plans and maintain performance & governance model for regular business reviews· Ensuring total support for work force scheduling teams & operations from UK Forecasting to ensure KPIs success in BAU targets.5. People Management· Develop a unit and identify required resources & skill sets/competencies required to successfully carry out team plans· Promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others· Communicate company, department & unit objectives & strategy, ensure proper alignment & understanding of the end-end role· Hire as well as oversee the interviewing/hiring of supervsors and repreesentatives in cooperation with HR account management. Vis mindre · Managing average HC 25 advisers.· Designing modules to handle customer’s complaints efficiently.· Developing advanced training material for customer complaint handling· Developing different performance reports & governance module.· Client Relationship management with variable stake holder· Responsible for process gap identification and ways to fix it.· Delivering customer experience & people experience excellence.· Innovation of new proposition based on customer’s complaint analysis.· Managing Complaint queue SLA & delivery managements Vis mindre · Lead, supervise, motivate, recognize, improve and develop the performance of the Call Center representatives to - achieve multiple & various goals.· Ensure effective and efficient day-to-day performance of Call Center representatives.· Ensure the adherence of the team members to the Customer Operations department policies, procedures and standards.· Provide support to the team members to handle successfully their responsibilities through providing coaching, guidance, empowerment, alternatives and solutions.· Develop and improve processes to maintain the highest level of customer satisfaction.· Provide a high level of quality monitoring to ensure a dedicated continuous progress of the team.· Handle the customers’ complaints/escalated cases in timely manner that ensures the maximum customer satisfaction.· Communicating business updates ensuring all team members are up to date with business changes.· Cascading KPIs, performance review VS KPIs, spotting individual gaps and taking needed actions to ensure team members are meeting their KPIs Vis mindre

  • Complaints Operations Manager

    Jun 2018 - now

  • Complaints Management Unit Supervisor

    Nov 2016 - Jan 2018

  • International Account Team Leader

    Jul 2008 - Jan 2016
• 

  _VOIS

  Jul 2020 - now

  Global Operations Manager

  Leading Home Broadband Services across India & Egypt.