Esmail Tolba

• Formulates Customer Care & Experience Strategies and manages execution for Retail stores and E-commerce in all operating markets "KSA - UAE - QAT - KUW - BAH - TUR - EGY."

• Led the CX projects implementation and digital transformation.
• Successfully Implemented the E-commerce customer care team and Social Media support team.

• Overseeing the Onboarding of inbound agents, quality agents, team leaders, and Magrabi advisors.

• Unifying the work process between all teams, Managing the creation of Knowledgebase that includes product knowledge, user interface guidelines, policies and procedures, and active offers and promotions.

• Successfully created and conducted training to increase efficiency and enhance the overall customer experience.

• Built Customer Experience process, SLAs, and CRM ticketing system.

• Successfully mapped and created Chatbot, IVRs, and SOPS workflows.

• Successfully Implemented the new ticketing system "Freshdesk" for stores and the customer care team.

• Created retention and compensation scheme.

• Created the Refund and Exchange policy for MAGRABi group in all regions.

• Worked with cross-functional teams to drive processes and policy enhancements and improvements.

• Conducts Monthly, Quarterly, and Yearly reports on Customer Care Department performance.

. Managing Vodafone Egypt data contact Center agents to ensure a consistent high standard data customer experience in every contact
· Provide a high level of quality monitoring (calls & performance) to insure a dedicated continuous progress of the team.
· Support achieving data & business solutions functional KPI’s
· Keep update on data services evolution and always recommend improvement plans to enhance data customer experience
· Handle escalated customer cases, calls and complaints by phone or face to face ensuring complete problem resolution & owning problem fix to insure customer’s satisfaction.
· Minimize call escalations through effective coaching, support& tackling problems’ root cause to ensure maximum customer satisfaction.
· Giving team Full support to achieve proper problem resolution by ensuring that the team members are applying all professional ways and providing different alternatives to satisfy customer. Moreover, owning the fix in case of cross functional issues and ensuring that all team members are providing a responsive and friendly Customer Experience.
· Train, develop, recruit and manage the performance of employees to help reach our goals.

• Led service center team to provide hardware and software maintenance and support for iPhone, Blackberry, and Vodafone handsets.
• Service/Product development Inspecting, testing our products and services, and developing new ideas (service improvement).
• Process development (Developing our internal process to excel in our operation).
• Handling projects related to the service center like (tracking tools, employees clearance, and adding apple
support)
• Monitoring violated and escalated trouble tickets, managing the escalation matrix.
• Field support visits: visits Vodafone's top corporate clients in case of any technical issues and follows up until done.
• Revamped KPIs yearly for different team functions according to new roles of support and tasks added to the team.
• Provide management with all detailed reports for different team functions (Performance - Tasks - Quality).
• Planning and handling team availability & schedule planning in different regions, managing leaves with the workforce team to ensure that all our operations are running smoothly with detailed reports.

Follow up with to make sure that all escalated problems will be solved in the appropriate time
• Provide customer with appropriate options/right suggestion
• Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers
• Ensure elimination of wrong transactions that leads to financial negative impact.

Recognitions :
- Best performance during the last quarter of 2013

Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure
• Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware
• Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case
• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction
• Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements.