Business / Operations development Sr. Specialist
Etisalat Misr
Total years of experience :16 years, 9 Months
· Responsible for Customer Care projects governance. (Launching over 20 projects per year) · Governing the Customer Care Strategy ensuring that it matches the target KPIs. · Acting as a focal point between Customer Care and other departments (Commercial teams, IT teams) to facilitate the launch of all new P&S by ensuring the proper alignment is done and agreed timelines are intact for all concerned departments. · Responsible for Customer Experience journeys throughout all products and across all channels. (4 Journeys are done) · Responsible for vital streams (Bi-Weekly Gating Meeting & Work Load Committee) improving customer experience and reducing cost of operation for customer care. (Reduced Contact Rate by 30% and increased Satisfaction by 1.2%) · Planning for potential development opportunity within the customer care different functions through promoting creative solutions aiming to enhance overall customer experience and department efficiency.
leading a 15-member team in solving customers' problems for ADSL internet customers. Managaing ana maintaining second line ADSL team' KPIs which reflects precisely their work done throughout the month. Acting as a second line of escalation for Etisalat stores customers. Analyzing and monitoring all ADSL network in order to avt proactively in case of any failure . Making sure that every team member is fully utilized through dividing the workload upon them an monitoring.
handling all ADSL technical customers' complaints and solve them within the agreed SLA Monitoring the ADSL network in order to proactively act brfore customers complain. Working as a key team member to gather the quality gaps and try to solve its problems.
Mathematics CS alumni, graduation project was about developing a windows application that simulates and solves any Soduko game. Graduation project grade was V.Good.