Customer Care Section Head
SKY Distribution
Total years of experience :13 years, 0 Months
Leadership and Strategy: Pioneered and directed the establishment of the customer care function and a nationwide network of face-to-face SAMSUNG mobile service centers. Designed and executed comprehensive customer care strategies, processes, policies, and procedures.
Human Resource Management: Successfully met human resource objectives by overseeing recruitment, orientation, training, coaching, performance appraisal, and continuous job contribution assessments.
Team Building and Morale: Cultivated a cohesive and motivated team environment through a collaborative "Team" philosophy, leading to improved morale and teamwork.
Customer Satisfaction: Developed and implemented industry best practices to achieve unparalleled customer satisfaction levels. Ensured prompt issue resolution, preserving customer loyalty while adhering to company policies.
o Samsung Egypt Achievements
▪ Awarded “Best Service Partner” 2019, 2018.
▪ Achieved the top ranking for “Lowest percentage of Dissatisfied Customers” 1st Rank “May 2020 - Sep, Jul, Feb, Jan 2019 - Dec, Oct, Sep, Mar 2018”, 2nd Rank “Jul 2020 - Dec, May 2019 - Aug 2018”.
▪ Recognized as “Best Reception team” 2019 Q1 “1st & 2nd Rank”, Q4 “1st Rank”.
▪ Recognized as “Best Galaxy Consultant” 2020 Q1 “2nd Rank”, Q2 “1st Rank” - 2019 Q1 “1st & 2nd Rank”, Q2 “2nd Rank”, Q3 “1st Rank”, Q4 “2nd Rank”.
Senior Customer Care Supervisor “Jan 2017 - Jan 2018”
o Samsung Egypt Achievements
▪ Awarded “Best Service Partner” 2017.
▪ Attained top ranking for “Customer Satisfaction” 1st Rank “Nov, Oct, Feb, Jan 2017”, 2nd Rank “Dec, Sep, May 2017”.
Customer Care Supervisor “Mar 2014 - Jan 2017”
o Samsung Egypt Achievements
▪ Attained top ranking for “Customer Satisfaction” 1st Rank “Nov, Sep, Aug, Jul, May, Mar, Feb, Jan 2016 - Aug, Jul, May 2015”, 2nd Rank “Dec, Oct, Jun, Apr 2016 - Nov 2015”.
Team Leadership: Led the first Qatari team responsible for providing support to the Qatari Royal Family, VIP clients, and high-spending customers.
Customer Service and Technical Support: Delivered distinguished customer service and technical support, which included product setup and recommendations for customer accounts. This was achieved through various communication channels, including inbound and outbound calls, emails, and in-person interactions.
Quality Improvement: Designed and implemented a reward and recognition program aimed at enhancing team quality standards. The program successfully elevated the customer experience and positively impacted Vodafone Qatar's Net Promoter Score (NPS).
VIP / Enterprise Customer Care Senior Specialist “Jun 2011 - Sep 2012”
Frontline Customer Interface: Served as the primary point of contact for Vodafone Qatar customers, engaging with them via phone and effectively resolving their inquiries.
Global Service Standard: Committed to providing Vodafone's global customer service standards, ensuring a consistent and outstanding service experience.
Client Relationship Management: Took ownership of and managed client relationships, efficiently and effectively resolving customer calls.
Service Level Agreement Compliance: Ensured the meeting and maintenance of service level agreements, guaranteeing the highest standards of service.
Team Collaboration: Collaborated within a team to consistently deliver world-class customer service.
Frontline Customer Interface: Acted as the primary point of contact for i2 (Itsalat International) customers, responding to their inquiries and effectively resolving their concerns.
Customer Satisfaction: Ensured customer satisfaction by efficiently and effectively addressing problems, delivering a high level of service.
Service Level Agreement Compliance: Consistently met and maintained service level agreements, upholding the highest service standards.
Task Accuracy: Demonstrated a commitment to accuracy when handling all assigned tasks, ensuring the precision and quality of work.
