Customer service supervisor
فودافون مصر
Total years of experience :15 years, 9 Months
High Value Customer Care Supervisor (Jan 2016 till present)
Manage the daily operations of High value customer experience.
Ensuring excellent customer care is delivered through all contact center channels.
Responsible for the achievement of department KPI’s and performance goals.
Inspires and motivates the team to reach operational, team and individual goals.
Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
Review customer complaints, escalations and cases, analyses and report on results.
Complete other projects as assigned.
Vendor Management Senior Specialist (Jan 2015 till Jan 2016)
Responsible for the commercial operations of ECCO & ESNAD BDO (outsourcing Companies for Vodafone).
Preparing the Operational KPI's and communicating them to the Vendor management.
Setting the plans and strategies that would be followed by the Vendor management.
Preparing daily and monthly management reports about the business performance.
Observing the vendor's Performance and giving the support to achieve their KPIs.
Coaching junior staff and provide assistance to their management.
Ensuring a world class customer service delivery by the vendor management.
CC Senior Representative Premium
(Dec 2012 - Jan2015)
Providing Vodafone Egypt Premium customers with a world class services and respond professionally to their inquiries.
Ensuring customer satisfaction by applying first call resolution and Net Promoter score’s concept.
Following up on the issues and provide timely feedback to the customers.
Creating a smooth communication channel with different departments to resolve customer problems and requests in a highly professional manner
Helping to enhance the process and procedures based on the customer’s feedback.
Handling customer complaints and retention professionally.
Delivering the customer experience excellence.
English and Italian tour manager (Aug 2008 - Dec 2012)
Domestic and international tour arrangement.
Guest meeting and assistance at the airport.
Settings and coordinate transfer schedules for guest.
Reviewing the tour itinerary with the guest.
Coordination between the guest and all other stakeholders.
Arranging with the operation any extra tours.
Design brochures and invitations.