ADSL Technical support Customer Section Head
WE - Telecom Egypt
مجموع سنوات الخبرة :21 years, 2 أشهر
Assigned to enhance and improve Technical front line operation and customer experience.
• Participate to set a solid plan and process in system migration for the existing application to one unified system in order to minimize the daily operation handling time and enhance customer experience
• Manage and work closely with all stake holders the operations fields and commercial to identify the Call Centre routing rules providing the best experience, operations efficiency and according to the customer value & channels cost
• Ensure consistency in the experience across all customer channels
• Collaborate with the Retail to ensure the customer channels strategy is implemented.
• Ensure that a self-care channel becomes preferred channels for Internet customers.
• Manage all call reasons to provide early and timely based on customer needs in response to commercial moves, competitive activities or general factors affecting cost to serve.
• Review the budgets Forecasts for Customer Care Channels.
• Work closely with main stakeholders to ensure that all the gaps are covered and all opportunities are captured in the sake of better customer experience and cost efficiency.
• Control and being the owner of the customer’s channels company wide to ensure consistency, customers’ empowerment and satisfaction.
• Revisit current process and engaged with Process Team and technical teams to minimize steps to provide a high effective customer experience.
• Manage Different call center sites across Egypt and ensure to be with same efficiency
Launching the postpaid and Corporate End User Segment in 4th operator
• Participating in launching Kick off Meetings, workshops and UAT’s for system implementations and create new process Module to match with the current competitor to be the market leader in customer satisfaction.
• Design the customer care channels strategy aligned with the commercial activities and customer experience & operational efficiency.
• Develop, implement and manage a customer success program that is scalable and will become the basis of systematic and ongoing customer success efforts
• Monitor the efficiency of our self-care tools through analysis and surveys and measure the customer satisfaction.
• Ensure a concrete governance model for all commercial & Operations initiatives/propositions.
• Manage and work closely with the operations and commercial to identify the Call Center routing rules providing the best experience, operations efficiency and according to the customer value & channels cost.
• Ensure the dunning cycle for our customer
• Ensure best customer experience as first total com provider for technical and GSM Operator
Participate in launching the 4th Telecom operator in Egypt
• Participating in launching Kick off Meetings, workshops and UATs for system implementations, and process enhancements that directly impacts customer care, and sales targets ensuring the accurate reflection on system.
• Ensuring continuous alignment, updates among all stakeholders to ensure smooth workflow in all activation/ front Line process related issues.
• Execute activation team plan with commercial, customer experience, strategy team and Retail
• Ensure handling all customers request within the service level agreement to deliver high customer experience.
• Ensure delivering full support to sales through activation queue and achieve the queue SLA to serve 1500 store and all direct sales across Egypt to provide best customer experience.
• Build a strong relationship with sales to achieve WE goals linked with customer obsession.
• Set Process to detect and prevent any internal and external fraud cases.
• Set regular meeting with legal for legal advices concerning the needed documents.
Responsible of SME and SOHO account management and delivery of profitable, long term business of those accounts to Vodafone.
• Ensure a consistent high standard customer experience by managing SMECM segment Contact Centre.
• Direct strategic account planning and leadership of Enterprise accounts, focusing on contract retention, revenue growth and customer satisfaction.
• Evaluates customer preferences for pricing, products and solutions to ensure that client requirements are met; gather and analyze data regarding competitor pricing and products and ensure differentiated Vodafone products and services to meet customer requirements.
• Works with Marketing & Sales to optimize the customer relationship with a view to maximizing revenue and meeting customer satisfaction targets
Establishes appropriate relationships with Enterprise customers and leverages those relationships to ensure maximum Customer Satisfaction:
• Ensure alignment between Vodafone goals, values and constantly improving Customer Experience.
• Key company liaison responsible for developing strong one to one long term relationships with key decision makers/SPOCs and influencers.
• Achieving the accuracy of the day-to-day operations, and prevent transactions that lead to money, time and effort loss, which may lead to bad customer experience.
• Innovation and creativity in enhancing departmental process and work procedures.
• Minimize call escalations through effective coaching and support to ensure maximum customer satisfaction
• Participating in different projects and tasks to develop business and enhance corporate customer experience
• Solve Enterprise authorized persons' problems & complaints with a high level of customer service quality that would exceed customer expectations and fully impacting their retention.
• Receive & handle escalated calls transferred from other COPS areas related to Enterprise accounts.
• Handle billing disputes and ensure proper adjustments.
Team& Operations Management to maintain an effective level of
• Supervise, motivate, improve and develop the performance of the SMECOMED outsourced representatives to achieve the major goal of Vodafone which is getting customers’ admiration.
• To train, develop, recruit motivate, and performance manage employees to help reach our goals
• Ensure the adherence of the outsourced team members to the Customer Operations department’s policies, procedures and standards
• Conduct one-on-one with action plan, and monthly staff meeting for team members.
• Monitoring the agents’ performance in order to improve any gaps.
• Keep historical data for appraisals in order to achieve fairness between the stuff.
• People management (ability to coach, lead, plan, communicate and appraise).
• Meets deadlines & time management.
• Takes on additional responsibilities as needed.
• Innovation and creativity in enhancing departmental process and work procedures.
• Participating in different projects and tasks to develop business and enhance corporate customer.
Leads and Managing segment's analytics, reporting and forecasting needs.
• Create new report to monitor all activated MSISDN/Accounts measuring the quality of Account Managers and segment.
• Create a new Reporting tool to monitor the enterprise Voice and SDSL cash flow, bad debt percentage (Daily /weekly and monthly).
• Providing commercial, sales and customer care segment regularly with their performance measurement against forecast and budget and identifying any opportunities and threat
• Present the outcome to key stakeholders, head of departments, CMO and CBO in commercial forums
• Single Customer View providing integrated analytics and recommendation for all segment's products, services (voice, Data, Internet, CVM targeted activities) and promotions in bi-monthly which Support decision making processes.
• Build a Forecasting model using different data sources to extrapolate business requirements for future planning.
• Automate accounts Bank transfer by creating a data base for the enterprise accounts.
• Create an End to End Auditing process on all added amounts to ensure efficiency and reduce Risk.
• Ensure total adherence to the collection guidelines for all enterprise Segments.
• Work closely with the billing and charges team to ensure that all payments are applied to correct the buckets.
• Revamp Credit Limit Setting to meet the market competition.
• Create new module to assess the risks involved in any process change, new Promotions and rate plans.
• Create a new model to minimize bad Debt and collection Cycle to be compatible with company strategy and save our market share
• Initiate deals with the highest accounts Impact Bad debt.
Lead and Launch the Enterprise MNP and Retention Team
• Set the process for Launch the Enterprise MNP in Egypt and enter-act with NTRA and other competitors with the agreed work Flow, service level and escalation Matrices.
• Create a new function to provide the Enterprise Accounts with ARPA more less than 35k a tailored made offer for the hunted accounts instead of the bidding team in order to save the SME Base with more focus.
• Work closely and collaboratively with the business intelligence and web analytics teams to identify customer behavior and touch-points, and to develop an effective communication plan to reach the intended audiences via appropriate channel or media.
• Propose revenue loss per segment / Area according to the received churn request.
• Create a new proactive retention tools using up sell/cross-sell campaigns to increase ARPU and stickiness
• Develop enterprise churn management and loyalty programs, to manage high churn risk customers and to reward loyal customers
• Automate work flow between the retention team and Sales segment instead of manual work which leads to minimize the churn request service level, Raise the retention and Reachability percentage .
• Create a new team to recall the port out customers to check the availability to win the customer back based on churn reasons.
• Identify revenue loss per segment / Area based on the churn requests.
• Create a new retention matrix with Automation offers based on the customer value, Reason of churn and Account ARPA.
• Create New Team to collect a solid Data about the other competitor retention, new acquisition offers and current Rate plans in regular data to work in parallel with the customer insight team.
• Design new retention offer with the commercial team to fulfill the market need and increase the Company Revenue which taken in the future as new tariff model (AL ASLY).
-Interview, hire, and train new employees
-Resell loans within specified limits, and refer loan applications outside those limits to management for approval.
-Meet with applicants to obtain information for loan applications and to answer questions about the process.
-Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting Research and review new Accounts to be verified
-Explain to customers the different types of loans and credit options that are available, as well as the terms of those services.
-Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information.
-Review and update credit and loan files.
-Submit applications to credit analysts for verification and recommendation.
-Handle customer complaints and take appropriate action to resolve them.
-Work with clients to identify their financial goals and to find ways of reaching those goals
-Negotiate payment arrangements with customers who have delinquent loans
-Market bank products to individuals and firms, promoting bank services that may meet customers' needs.
-Supervise loan personnel.
-Set credit policies, credit lines, procedures and standards in conjunction with senior managers
-Analyze potential loan markets and develop referral networks in order to locate prospects for loans
-Dealing with Nationalities from (Spain, Portugal, south America, USA, Canada )
-Escorts group to hotel and assists with check in and room accommodations
-Ensure baggage has been distributed to respective room
-Resell the extra sight seeing tours(Abou simbel -Memphis -Alexandria and etc....)
-Distribute the Guidelines to each participant
-Distribute any city maps need
-Distribute information cards listing all contact numbers of hotels, tour leader, and other reference numbers
-Instructions on using Cash /withdrawal machines
-Use of credit and debit cards for Extra Optional Tours
-Time schedules for the groups
-Instructions for free time
-Rules of behavior and safety
-Request wake-up calls at the hotel
-Reconfirm breakfast time
-Reconfirm private bus transportation and any meeting points
-Purchase tickets for domestic transportation
-Obtain museum entrance tickets whenever advance purchase is not optional
-Give suggestions and upselling the optional tours
-Responsible for achieving Sales and receivable targets from assigned outlets and ensuring a complete sales call relating to execution of planned activities results.
-Make up orders, check for accuracy & quality and load vehicle
-Order products from the warehouse as appropriate.
-Control van stocks and rotate product to maximize shelf days in stores.
-Loading/unloading of all stock.
-To carry out any other reasonable tasks as requested by line managers.
A certificate from American Development Institute ( ADI ) one of the largest Academy in the world.
I have a bachelors degree in Hotel Managment with a v. good degree, and a project Graduation with a v.good degree.
* Secondary School ( science and math section ).