CORPORATE CALL CENTER ACCOUNT MANAGER
Etisalat
Total years of experience :24 years, 2 Months
Responsible for Corporate Call center in order to deliver Best Customer Service Quality.
Leads the Corporate Call center Team in order to provide an elite customer satisfaction for Core/Med Customer Base which represents almost 50% from Etisalat corporate base that works on the company benefit to
Achieving Departmental targets and Contributes to the Organizational Global Goals.
Asses and support implementation of new projects targeting customer delight and ARPU increase.
Develop/implement health checks for production problems to ensure proper operation and on-time alerting.
Identify new trends and enhance all processes & procedures to improve customer experience, service levels, reduce costs and reduce the complexity of call center workload.
Setting the operational action plan & tactics to enhance all of the KPI’s attributes & follow up on a daily basis.
Managing the outliers reports (daily-weekly-monthly) regarding all KPI’s attributes & the proper action/s already in place through TL’s/SPV;s & Managers
Conduct Outbound Campinas to help in providing Voice of the customer that Helps in identifying satisfaction level along with possible room for enhancement.
Reduce churn rate proactively by managing all the diamond customers based on account management concept which saves Revenue loss.
Conduct and analyze the performance appraisals of the team members (three months’ probation period appraisal, & annual performance appraisal with clear explanation & fair implementation to ensure consistency among different teams
Interview & assess selected candidates from vendor, follow up on the correct allocation of manpower and supervise the training of selected pool of candidates, to ensure that training is effective and efficient.
Managing the vendor training team, and Track the vendor training efficiency for the newcomers., Implementing regular refreshment trainings for the existing agents.
Managing the vendor WF team, and conduct Audition on the WF performance and real time agent’s distribution among the different Q’s
Managing and participate with the vendor recruitment team, Track the HC along with attrition reasons, Doing calibration with the vendor’s recruitment team to make sure that we have a better caliber, and Auditing the recruitment plan to maintain the consistency of attrition refill.
Responsible for Corporate Customers Back Office Activities in co-ordination with other departments to solve the Customers complaints within SLA
o Work on Achieving Departmental targets which Contributes to the Organizational Global Goals.
o Manage the Work Operations and make sure that service is provided within the service level.
o Review Effectively Newly lunched Products and services and study carefully the Impact across Front Line and 2nd Line and make sure that Newly Lunched will be lunched flawlessly.
o Make sure that Staff Received All Proper Training for newly Lunched Products and services.
o Study all Competition New moves and its impact on retention activities and retention rate.
o Initiate and asset in setting Clear Process to maintain smooth work flow.
o Work closely with all concerned departments to ensure effective handling for customers’ complaints & queries.
o Asset in setting Clear Process to maintain smooth work flow.
o Make Sure That All Team Member is achieving Departmental and Individual KPI's.
o Participate in preparing retention Plan with the marketing Retention along with purposed retention matrix.
o Prepare Weekly and Monthly Performance reports and prepare the necessary action to fine-tune the team’s performance in order to increase customer satisfaction.
o Recording & analyzing customers’ inquiries to be reported to management and to find fast and effective solutions across front line and 2nd line.
o Increase customer’s understanding of products, services and solutions, Compared to other service Provider in a professional way.
Achievements and Projects :
o Reduce Received Work volume across 2nd line and 1st line
o Prepare alternative solution and channel to reduce work volume (USSD - IVR automated requests )
o Web Based Customer Service Enhancement ( Portal Revamp - and Forum )
Responsible for all Customer care and off shoring Projects Training Preparation.
o Responsible for developing in-house training program coordinate, deliver and implement effective training sessions to ensure the development of employees skills and talent based on the Conducted TNA
o Responsible for the New Employees orientation and induction
o Prepare training reports to test the training effectiveness and to test the trainee’s competencies level & prepare the recommendation needed
o Develop the training team in order to deliver high quality training
o Keep log of all the training contents delivered either internally or externally to monitor content evolution
o Prepare monthly/periodical reports and statistics related to update management with current training status & development programs
o Analyses training needs to implement Individual Development Plans and Career Development Plans
o Liaise with the training coordinators either internally or externally to execute training plans & schedules effectively
o Assists in developing the training Calendar
Achievements and Projects :
o Lunching New Off shoring Department from the training Side
o Selected as HR SPOC to prepare Job description for planning and support Department among all layers and awarded from the CHRO.
Consumer Back Complaint and retention Supervisor in Mobinil, From: 15/02/2000 Till 31/08/2008, www.mobinil.com
Responsible for Managing Customers Complaints and Retention activities in co-ordination with other departments to solve the Customers complaints with the acceptable time frame.
o Manage the Work Operations and make sure that service is provided within the service level.
o Work closely with all concerned departments to ensure effective handling for customers’ complaints & inquiries.
o Asset in setting Clear Process to maintain smooth work flow.
o Make Sure That All Team Member is achieving Departmental and Individual KPI's.
o Prepare Weekly and Monthly Performance reports and prepare the necessary action to fine-tune the team’s performance in order to increase customer satisfaction.
o Prepare Weekly Survey to Measure the customers Satisfactions, to test the market for new products and services.
o Prepare all the needed scripts among all the sections.
Responsible for Decreasing the Churn Rate for the customers Contract by solving the Customer’s problems and to retain.
o Participate in preparing retention Plan with the marketing.
o Recording & analyzing customers’ inquiries to be reported to management and to find fast and effective solutions.
o Increase customer’s understanding of products, services and solutions, Compared to other service Provider in a professional way.
o Increase the team members' awareness about all the product and services provided by the compotator.
o Design and develop Training materials for all the customer service representatives by conducting a training to enhance:
Reporting Skills using the Microsoft Excel
Presentation Skills Using the Microsoft power point
o Preparing and Designing All the Complaint Handling Department Reports, on a Weekly, Monthly Quarterly and Annually Bases.
o Administration Responsibilities:
Employee Attendance
Over Time Sheets
Annual and sick Leaves
Achievements:
o Received Recognition Certificate Form the Customer Service Director Twice Due to the outstanding achievements.
o Employee of the month award for February 2001
o Designing and developing Internal Web Page, contains all the important links in the intranet
o Gathering and presenting all the information about the competitor's product and services.
Bachelor of Commerce – Accounting Section, Ain Shams University - 1995 – 1999.