Group Customer Care Manager
EHC Group
Total years of experience :18 years, 10 Months
Operations & Logistics (F&B)
• Improved the food order fulfillment rate with 95% success consecutive for Q4.
• Reduced the rejections by root cause analysis for reasons in collaboration with the stakeholders (Relationship, Operations & Product team)
• Increased em-delivery contribution for in-house riders by 40%.
• SOS - Speed of service tunes to reach an average of 50 minutes for orders with an SLA 80%.
• Setting KPIs for the Food order stages and define responsibilities (Call center - Restaurant - Delivery).
• Live dashboard for transactions per vertical & status (Success/Voided), highlighting top error codes to eliminate immediately.
• Process improvement in logical detection for fraud transactions to reduce and improve by 200%
• Customer acquisition and retention increased from 18% to 82% roughly by slight change in the onboarding process.
Call Center Operations
• Vendor performance management & cost efficiency with a re-structured RFP.
• Building knowledge base that consists of 156 articles as a stage one, as well as the automated measurements for the current knowledge gaps.
• Mechanism for reporting the daily, weekly & monthly figures for the call center metrics.
• Achieved the SLA and exceeded the 80/20 target to sustain at 95% for the past two quarters.
• Designed the system architect for Chabot & emails for Omni-channel contact center.
• Basic 4 layers IVR design along with the call flow diagram considering the audio format compatible through the vendor selection.
• Procurement for call center from A to Z (Furniture, Infrastructure, SBC, Edge Devices, and SIP Trunks etc.) RACI Matrix.
• Content writing and translating in APP content from English to Arabic, Home schooling website project lead for content.
• Refined the hiring process to be structured that help in raising the performance bar for the whole team
• Managing 180 associates consisting of 5 team managers running 3 line of business (Inbound, Outbound, & Email)
• Coaches and supports Team Managers to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.
• Interviewing and selecting people who will maintain a high-performance bar in Amazon
• Liaise with program management, Workflow, HR, QA and other functions stake holders
• Identify and improve using methodologies such as Kaizen, Lean, & Gemba walk
• Weekly staff call to commit to the forecasted contacts communicated by WFM
• Crisis management by implementing business contingency / Continuity plan to maintain the SLA and keep the lines opened to be a one stop shop for our customers
• Improved Efficiency metrics from 43.48% to 16.32% in Cairo & Amman sites to maximize the productivity
• Eliminated ~ 5k contacts quarterly by improving the process for IBAN Payments by cooperating with defect reduction team
• Increased delivery success rate in logistics by mitigating the risk of bad address on a pilot phase for Aswan Hub - Improved by 3.27%.
• Governance for the satisfaction metric PRR external factors for consistent improvement meeting the OP2 goal.
• Project initiative for new hires solid improvement in 3 months ensuring to exceed the targets for the tenured CSA
• Budget planning & execution for business outing to enhance the people engagement score from 3.0 to 3.8
• Cost Reduction for cost per call targeting the Good will compensation from 12 EGP to 4.80 EGP
• Reporting to the Account Manager the efficiency & Quality metrics and the performance of the leaders
• Supervising:
o Participant is project self-audit for meeting the vision for Dubai Model attending the audit visit
o Conduct weekly, Monthly, Quarterly and Yearly business reviews with Leads and presenting to the client
o Responsible for onboarding training for soft skills pack, Sustained the MS KPI by breaking the records 98%.
• Conducting regular training needs analysis with all Operations & QA to identify the areas of focus ensuring compliance, reporting, documentation & service quality excellence
• Ensuring continuity of customer experience across all functions and all contact center teams "technical support inbound teams, service tracking, digital services, dealer support, CS risk and VOC teams"
• Service level enhancement by trend analysis and correlate the forecast with actual flow considering the season.
• Setting programs for CX improvement and governing their implementation
• Coaching:
o Team Leaders regularly regarding floor management and agents; implementing best practices, informing them about weaknesses & strengths and set actions
o QA Team calibration twice monthly about QA processes directly impacting customer experience, focusing on the bottom quartile
• Monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets
• Establishing and refining processes; streamlining these processes and procedures to ensure the customer life cycle is smooth through his journey.
• Launching Dewa store LOB Ensuring all technical requirements including PC’s, terminals, PABX, network and the ISP bandwidth are capable of supporting the requirements
• Completing test deployment of the system architecture design, call routing procedure, and IVR integration prior to going live
• Staff planning and recruitment for the new joiners to successfully achieve the SLA in the full month of August peak
• Integrating the conformance KPI to cover the deficiencies in adherence saving cost in August Payroll
• Process enhancement for scratch cards through CS that increased satisfaction for call reason by 10%.
• Improved EUC Score in QA with 5% across all sites (Intelenet, Aegis, Convergys & Raya) using pareto charts & delta score reflected in the customer effort score 8.0
• Arranging and attending QBR with vendors & applying the penalties to maintain the accuracy benchmark
• Designing & Implementing the disputes processes internally and externally with stakeholders
• Reducing complaints by working on the highest contact drivers by revisiting the blurbs for back office
• Quality monitoring with 1% target for disputed transactions by closing the gaps for grey areas
• Accountable to improve the customer experience through the touch points
• Quality scoring sheet revamp
Growth Path:
May'09 - Jun'11: International Accounts Technical Advisor
Jun’11 - Dec’13: International Accounts Senior Technical Advisor
Jan’14 - Mar’14: SME - Subject Matter Expert
Apr’14 - Jul’15: Voice of Customer Team Lead
Key Result Areas:
VOC Team Lead
• Leading 3 resources to analyze the NPS detractor according to four pillars (Customer, Process, Technology, & People)
• Improved Net promoter score for consumer from 83% to 87% identifying the root cause (Network)
• Bettering the retention queue service by focusing on the quality of the call, leads to host a new LOB locally
Subject Matter Expert
• Handling Escalation for frustrated customers using objection handling & conflict resolution technique
• Quantify the FAQs asked and brief the new hires on knowledge gaps, communicating with training team the scores
• Reporting the team figures to their line manager and meeting the bar for tenured agents before certification
International Accounts Advisor
• Providing technical support for UK residents with first call resolution
• Skilled to trouble shoot all kind of mobile devices (Android, Blackberry, Apple IOS, Windows Phone, MIFI, Signal Booster)
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