Chief Operating Officer
Chemicals for Modern Buildings
مجموع سنوات الخبرة :24 years, 2 أشهر
- Confer with board members, organization officials, or staff members to discuss issues, coordinate activities, or resolve problems & Implement corrective action plans to solve organizational or departmental problems.
- Analyze operations to evaluate the performance of a company or its staff in meeting objectives or to determine areas of potential cost reduction, program improvement, or policy change.
- Direct, plan, or implement policies, objectives, or activities of organizations or businesses to ensure continuing operations, maximize returns on investments, or increase productivity.
- First Customer Experience Manager for HDG, created foundation for the Customer Service department and implemented current workflows from the ground up. Manage Customer Experience Department staffing model and hiring protocol for the business.
- Create customer experience mission and highly engaging content to deploy strategies focused on increasing customer satisfaction. Address performance problems according to the company policy and provide guidance to enforce the strategy. Provided risk analysis and consulting services.
- Consult on internal policies, procedures, standards and documentation and work on digitizing all manual work all over the company, growing significant following within short terms
Developed operation processes based on voice of customer to improve customer experience and reduce company costs.
- Communicated quality assessment reports with key stakeholders for business sustainability.
Identified and assessed future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers.
- Evaluated and scored training program’s effectiveness, success, budget and ROI on quarter basis.
Lead CXX team to insure delivering customer experience mission. In 2016 Vodafone Egypt was recognized as one of best teams across VF group.
Implement customer experience improvements for 20 location chain of retail stores across 14 governorates in Egypt; resulted to record highest score at sales TNPS by 80%.
Fostered 30% increase in customer verbatim last 3 quarters by insuring effective communication to customers on all Digital touch-points through marketing campaigns.
Improved digital user experience by developing end to end customer life cycle on Ana Vodafone Application resulted to grow customer hits by 30%.
Root out inefficiencies incorrect procedures through journey mapping on top of Vodafone products and services by over-viewing customer life cycle interactions with all touch-points.
Worked on critical to Quality to assess customer satisfaction through direct observations; results in increase of customer verbatim by 10% and reducing call flow by 0.06%.
Developed strategies for implementation to increase customer loyalty through minimizing online activation process days cycle between (Sales - Activation) teams by not less than 3 days
Examine Data call center team survey with collaboration of operation management to implement frontline empowerment new program, led to positive influence in improving agents’ efficiency by 10% while handling mainly activation, billing calls.
In charge of five key processing departments including international roaming accounts and digital marketing; working cross-functionally on service modeling and post launch analysis achieving 98% of Group insights
Assigned commercial requirements and worked cross functionally with all concerned teams to revamp Vodafone one platform self-care channels resulted in cost saving of 8, 000, 000 EGP.
Headed (Vodafone one card) program from inception through execution across multiple service providers targeting high value customers to facilitate redemption process through Vodafone partners.
Cooperated with marketing communication team to manage Vodafone partners expanding project to be more than 40 branches and offering monthly promotions to redeem Vodafone one points, and this led to deliver +5% of churn improvements.
Led premium back office team and worked effectively on CRM, resulted in team productivity boost by 98%.
Coordinated with operation management and integrated legacy systems to develop CC agent FCR efficiency by 10% after and establish score card for back office agents to appraise agent’s performance.
Investigated to report technical issues for billing system and needed process enhancements to commercial and technical teams led to efficiency improvements up to 20%.
Consolidated with communication team to share business/functional catalogue to be included in any new commercial project requirements and insure post launch success and an outstanding customer experience.
Analyzed escalated service concerns received from customers and submitted requests to proper departments to prevent re-occurring issues plus recommend improvements in process and procedure, led to minimize back office requests with by 20%.
Handled customer inquiries to identify and resolve issues with initiative and good judgment, net result of trouble ticket closure was 95% as first call resolution.
Maintained efficient quality assurance level on raised tickets and managed to achieve high scores in customer’s satisfaction; led to accretion by 14%.
Partnered with technology team to develop automated reporting tool to fix system crashes and unplanned outages; led to reduce manual reporting hours and resolve 95% of assigned trouble tickets with minimal service level.
Supported individual companies accounts and consolidated group accounts; to inspect financial data based on client business factors, resulted in earning best survey score out of 10 companies.
•Shaped all documentation across organization for auditing and to ensure accuracy of financial statements.
- Menofia