Business Process Improvement Analyst, Planning & Support
Etisalat Misr
مجموع سنوات الخبرة :19 years, 5 أشهر
Manage a team of 8 process members.
Responsible for documenting, updating & enhancing customer care end to end processes. Starting from documentation meeting with area SPOCS, passing by circulation phase & gathering comments & concerns till acquiring all the needed approvals from process owners.
Responsible for handling all product & services launch activities. Starting from product description phase, passing by impact analysis phase. Till preparing launch material that includes creating the needed CRM activities &CC call guide which will be communicated to customers through different CC teams.
Responsible for closing any process gaps that may rise during day to day operation. And handle any process inquiries received from operation’s side.
Responsible for managing CRM applications (HP TT & Siebel). As CC process management team is the only admin entity responsible for creating any call reasons or SRs on both HP & Siebel CRM systems related to CC teams.
Provide any process or system enhancement that may result in better customer experience or minimizing CC handling time or decreasing contact rate.
Representing customer care teams in any commercial process meeting with product & services business owners & provide CC inputs.
Provide any needed empowerment that will result in achieving FCR. Starting from gathering the needed sizing, acquiring the needed approvals from CC management, approving the needed access from the concerned team, preparing launch materials till implementation& announcement is done.
Represent customer care in any hot topic committees that comply with the company’s strategic directions such as dial committee, call reduction committee & AHT reduction committee… etc.
Responsible for any interdepartmental process between customer care entities and non-customer care entities.
Shift attendance, mail review, walk around observations.
People management (coaching, motivation skills, negotiation skills, influencing skills…etc.
To execute effectively as "Floor Supervisor" all floor responsibilities and control the adherence and conformance during the shift.
Work on the observation target and random monitoring to agents
Check the agents’ technical awareness level by sending technical assessments to the agents.
Ensure full availability while handling the floor, in addition to proper communication regarding SL (service level) and excellent knowledge of all applications.
Sell telecommunications products and services to both individuals & corporate.
Book and install new lines/circuits/bundles/services to meet established monthly quotas.
Selling, up selling, & cross selling Etisalat products & services to retail customers to achieve sales targets.
Handling inquires of retail walk-in customers.
Interact cross functionally with other departments to solve customers’ complaints & problems.
Conduct daily briefing sessions for store members to brief them on the processes of the newly launched propositions
Validation of customer requests/complaints.
Tracking of customer’s requests/complaints in all available forms, hard and/or soft.
Handling corporate customers’ daily requests & complaints received via different channels faxes and/or e-mails effectively and efficiently.
Handling the above, as per agreed-upon processes & procedures. And with high level of accuracy as per performance agreement.
Analysis and reporting of customer’s complaints
reporting any identified fraud attempt with full evidence.
Communicate positively with all concerned departments in order to facilitate the customer’s reception of the expected distinguished service. And to ensure proper cases resolution
Communicating status of customer’s request/complaint to customers professionally.
Updating the database with modifications upon customer’s requests.
Handling terminated accounts requests by offering alternative solutions with the objective of retaining customer's business. And according to compensation matrix.
Taking financial decisions within the access level, to compensate customers and to adjust customer accounts.
Using the customer’s concerns & complaints to analyze their underlying basis and make recommendations on how to enhance the system, process, or policy to eliminate the complaints.
delivering suitable replies for customer complaints after seeking management review of complaint that includes proper legal input
Handling other tasks assigned from supervision, attending meetings, UAT.
Handling all types of calls.
Communicates with customers, using the latest technology and web based tools, to provide advanced troubleshooting solutions, to resolve technical issues.
Educating the customers about the latest promotions & Services.
Identifying recurring problems and contribute ideas on ways to better solve these problems.
Manage a team of 13 Agents/Advisors.
Shift attendance, mail review, walk around observations.
People management (coaching, motivation skills, negotiation skills, influencing skills…etc.
To execute effectively as (Floor Supervisor) all floor responsibilities and control the adherence and conformance during this shift.
Handle the individual technical cases and problems.
Handle all types of calls (Inbound & Outbound calls).
Solving customer’s problems.
Handling customers complains.
Educating the customers about the latest promotions.
- Selected as employee of the month many times. - Got the excellent Job award regardless my innovation and creativity. - Got Hero of the heroes award. - Got Excellent project award. - Got Etisalat champions award.