Customer Experience Consultant
Confidential
مجموع سنوات الخبرة :50 years, 2 أشهر
providing organizations with high-end people & management development solutions.
I design Customer Experience & Contact Centres development & consulting solutions including people, processes, and systems to optimize the quality levels to reach the industrys best practices. I am specialized in developing leadership skills for all management levels in various industries.
• Board member Customer service improvement.
• Board member Prepaid metering solution; first in the Omani utility market.
• Supply unit restructure from a process-oriented unit to a customer-centric unit.
• Successfully lead the transformational change in customer service within Muscat:
- National Billing System steering committee.
- Customer service outlets and branches revamping plan.
- Develop, implement and monitor the organizational strategic plan for transforming an engineering centred organization to a customer-centric organization on the purpose of providing a sustainable brand experience.
Achievements:
Strategic Business plan Customer Service Blueprint
• Assist all C levels to articulate & interpret the shareholders
• Customer Service Restructuring, process review, & major stakeholders vision & directions to a practical business plan with detailed objectives. procedure settings, performance management framework establishment and post implementation
• Establishment, implementation champion and monitoring monitoring. of the transformation progress to a more customer-centric retail unit.
• Retail & Distribution SLA establishment, monitoring and reporting.
Cost Optimization Risk Management & Compliance
• Meter Reading Billing & Collection cost optimization planning & restructuring (25% cost reduction strategically).
• Revamping the Corporate risk register and risk assessment process.
• Successfully leading the sector with all integrated requirements for achieving the objectives. (2016: 1 10%,
• Initiating Policies & Procedures Manual.
• Digital transformation for data gathering 2017:102%).
Privatization Other Initiatives
• Prepaid launching strategy & implementation (policies and procedures and communication campaign).
• Provide assistance in driving the privatization transaction on the purpose of positioning & achieving the shareholders objectives.
• Billing system strategic involvement to fasten the project and launch in August 2015 before the launching dates.
• ITMF, JD and competency profile development -Supply champion.
Contribution:
• Supply unit re-structured from a process-oriented unit to a customer-centric unit.
• National Board Member Customer service improvement committee.
• National Board Member Prepaid metering solution; first in the Omani utility market.
• National Billing System steering committee.
• National meter reading steering committee (first in the MENA region).
• Successfully lead customer care re-structuring, in regards to company strategy change (B2B focus instead of B2B and B2C)
• Manage process mapping & process optimization with all customer touch points’ process.
• Implement new collection methodology and enhancing the payment methods which increases the collection levels with 55% and 24% in regards to revenue with a growth of 2% only.
• Optimize activation and churn process with the relevant collection methodology which reduced churn with 33% (YOY).
• Steering committee member representing commercial unit for new CRM & billing system development and implementation.
• Sustain call center service level and all related KPIs with industry standards (YOY).
• Manage to decrease complaint handling time from 24 hours to 6 hours (75% decreases).
• Implement succession planning on the purpose of nationalization of certain job families within customer care (Gulf region capability building).
Achievements:
• Successfully lead customer care re-structuring, regarding company strategy change (B2B focus instead of B2B and B2C)
• Manage process mapping & process optimization with all customer touchpoints processes.
• Implement new collection methodology and enhance the payment methods, which increases the collection levels by 55% and 24% regarding revenue with a growth of 2%.
• Optimize activation and churn process with the relevant collection methodology, which reduced churn by 33% (YOY).
• Steering committee member representing commercial unit for new CRM & billing system development and implementation.
• Manage to decrease complaint handling time from 24 hours to 6 hours (75% decrease).
• Implement succession planning to nationalize certain job families within customer care (Gulf region capability building).
managed 3 development projects in the Middle East region with total number of 1900 employees (3 telecommunication Operators) including 5 training experts.
Responsibilities are including:
1.Investigating development needs analysis & selecting the best fit learning solution & designing the training approach.
2.Planning & mobilizing the actual delivery of programs meeting the business & operational requirements in parallel with project budget.
3.Customizing & designing development programs to be delivered based on development needs analysis & companies strategic core competencies.
4.Monitoring & assessing people development level through diversified competencies based tools (Assessments, Questionnaires, etc, ..).
5.Taking part of actual delivery to strategic key staff within an organization.
6.Presenting & managing the final output status to executives.
Achievements:
• Successfully managed 5 Call Center & Customer Service development projects in the Middle East region with a total number of 3900 employees (3 telecommunication companies - 2 banks) working with 2 consulting firms based in Dubai.
Call Center Agent:
Ensure service level agreements are met and maintained.
Work as part of a team to ensure offering world-class Customer Service at all times.
Be proactive in regards to the improvement of processes and procedures.
Communicate positively with all involved parties in order to facilitate customers reception of the expected distinguished service.
Maintain professional work relationships with colleagues, supervisor and manager.
Customer Operations Trainer
Preparing & conducting an induction-training program for the new Trainees.
Developing and Conducting CCC Training for Call Centre Reps & New Hires.
Preparing Conducting IT Initial Training as a part of cross Department training
Conducting Portal Training to the CS Supervisors.
Products Development Specialist - Vodafone Egypt
Responsible for enhancing & developing different Vodafone products & services from the customer point of view
Responsible for reducing redundancy whether calls volume or process through:
Result orientation & Creative thinking.
Problems investigations & applying feasible solutions.
Responsible for the “First Contact Resolution Strategy”:
Process mapping & Re-engineering
Apply Vodafone Communication Channel
Creating & developing unique communication channel to reach consistency
Coordinating all interdepartmental promotions & services.
System:
Intranet New Interface (Flash progressive design - emulators)
Vodafone CRM IVR
Short & Long Term Plan for the IVR
Updating & writing the Arabic & English prompts
enriching the IVR important areas
Coordinating & recording IVR prompts.
Increasing the IVR usage through different creative approaches & increasing services presented to customers through IVR.
• I started as a call center agent and have been promoted in 6 months to a trainer and worked around all customer service capacities including products development, IVR, CRM, Quality Assurance and contact center planning.
Other Experience
Diversified Sales Experience from Real Estate to Life Insurance in different companies
• Bachelor Of Economics, Cairo University. • Major : Economics • Minor: Computer for social science and Economic applications 1993: 1997 • High School Diploma (Thanwia EL AMMA), Narmer Language School, Giza. 1979: 1993