Mohamed Salah ElDin

Manages the overall ongoing operations of Executive Education programs to ensure alignment with organizational goals of advanced levels of student experience.

Monitors the ongoing processes to ensure a smooth and satisfactory student experience.

Controls the relationship with different internal stakeholders (Campus services, accounts payable, Accounts Receivable, ...etc.) By maintaining a close ongoing relationship with internal stakeholders to ensure that the needs of students are met, and the overall student experience is improved.

Supervises the quality of implementation of ongoing programs by observing and evaluating program sessions, review materials, and assess instructors’ performance by gathering feedback from students.

Handles all complaints received from internal and external stakeholders by creating a structured complaint resolution process that prioritizes student satisfaction, maintains ESLSCA’s image, continuously improves services, and builds trust between stakeholders.

Serves as a primary point of contact between different stake holders, addressing concerns promptly, and working proactively to enhance the student experience.

Utilizes programs data and analytics in several ways to assess the effectiveness of student experience initiatives and identify areas for improvement by conducting surveys and feedback analysis,

Stays informed about trends and best practices in student related affairs and higher education and incorporates relevant innovations into our programs and services

o Enhancing the save rate for the Porting out customers and
increase the ported in customers
o Identifies major reasons for port out and report them to upper
management and commercial team
o Acts as a link between staff and higher management
o Reports departmental and individual figures to management
o Acts as the interface with other departments, dealers, Shops.Act as
focal point with NTRA, Vodafone, Etisalat & WE
o Ensure the resolution of the complaints received from NTRA within
the agreed SL upon response time to achieve the required quarterly
results
o Updates department’s processes. and ensure the implementation
of established processes and procedures, Report problems and
issues that need process adjustment to enhance the service level
o Participate in forecasting future required headcount
o Manage the Outbound campaigns
o Ensures that all IT reports are in place and received on time
o Monitoring all activates requests for MNP
o Handling the daily operations to ensure smooth work flow
o Escalates problems and provides relevant feedback to the right
channels
o Participates in setting the departments KPIs
o Ensures that all MNP requests and actions are finalized within the
predetermined SLAs
o Conducts the annual performance appraisals
o Works on increasing individual productivity
o Supports, coaches and train all team members & Identifies team
points of weaknesses for development and enhancement
o Motivate and inspire others to achieve specific goals
o Provides on the job training for new hires
o Maintains fair distribution of duties and tasks among team
members
o Ensures accurate implementation of duties and tasks according to
the company policies and procedures
o Performs regular monitoring to check quality standards among
team members
o Hold regular meetings with the team members to strengthen
communication and Ensures the compliance of the operational
objectives with the departmental objectives
o Suggests tools and communication channels to share new ideas
generated from sub-ordinates with the right concerned parties

Ensure proper handling for all incoming/outgoing calls of the call center.
•Perform regular follow up on representatives’ punctuality and performance as staff time, adherence. ACW, AHT and attendance in order to increase the call center productivity and decrease the lost call rate.
•Prepare the team members overtime sheets on a monthly basis.
•Make sure that representatives’ information is up-to-date using the intranet and the call center internal briefings.
•Assure accurate information from representatives within the calls to maintain high levels of customer satisfaction and minimize the amount of compensation paid to the customer which will affect the company revenues.
•Log in during the shift to maintain continuous active contact with customers and keep deep involvement in the operations, also to help in minimizing LCR and maximizing SL.
•Follow up on service desk open cases related to malfunction PCs, extensions to assure maximum availability.
•Follow up on the complaints resolution service level with the concerned departments in order to ensure resolution in an appropriate time as to fulfill promises with the customer.
•Handle escalated calls from angry customers when requested to talk to a higher level.
•Monitor his team quality in order to develop it and confirm that it is according to the quality standards.
•Propose new ideas to the concerned department for enhancing the company products and services.
•Ensure that all requests and actions are finalized within the predetermined SLAs.
•Escalate problems and provide relevant feedback to the right channels.
•Suggest tools and communication channels to share new ideas generated from sub-ordinates with the right concerned parties.
People Management
•Provide coaching and request needed training for direct reports ensuring continuous individual development.
•Ensure a healthy working environment for the department employees / assigned team through focusing on motivation initiatives.
•Conduct regular performance and competency evaluations for direct reports while delivering constant constructive feedback for higher achievements and further development.
•Hold regular meetings with the team members to strengthen communication and ensures sharing the same objectives.
•Provide on the job training for the call center new hires.

Respond to consumers comments and ensure their satisfaction with the brand by continuing the conversation online or offline in a professional manner.
•Implement the social media strategy; coordinate with stakeholders across the company to ensure its effectiveness.
•Encourage adoption of the corporate culture and the company products / services through relevant social media techniques.
•Provide online support for fans posts of all types of lines as VIP, FC, Postpaid, Corporate, etc. on all social network channels to ensure that all their problems are solved and provide them with feedback.
•Identify threats and opportunities affecting our brand and report to the appropriate parties.
•Monitor trends of social media users and collaborate with other functions to manage reputation and coordinate actions when needed.
•Communicate products, services, processes, offers and promotions updates to all concerned parties via e-mail.
•Assist in the maintenance of relationships with customers in order to win referrals in the appropriate market.
•Understand and adhere the company policies and procedures that generate personal / professional credibility and trust.
•Understand both individual and company objectives to achieve them effectively and efficiently.
•Troubleshoot early global problems to facilitate diagnosis and escalate to the concerned department for immediate action.

Handle all the calls received from the Call Center agents seeking for consultation and escalation to the higher level.
•Provide immediate support to CSRs by giving accurate and full information in order to make sure that the customers have a clear and full awareness about Mobinil products and services.
•Handle all the customers inquiries received through different channels such as web site, portal and e-mail.
•Interact with the customer service back office teams and Mobinil retail to handle all the customers complaints effectively.
•Recommend and follow up on intranet updates to ensure the accuracy of information delivered to both internal and external customers.
•Take actions related to the customers’ accounts overnight in coordination with the back office teams concerning the data migration action to prevent the customer from extra charge while using the data service and maintain the appropriate customer experience.
•Interact with the Telco Fraud department by taking the necessary action with customers who exceed their normal usage pattern for the data usage, International calls usage to prevent the bill shock and any fraud behavior overnight.
•Provide 24/7 support for the roaming customers to solve their problems while roaming in coordination with our network, roaming and technical departments.
•Act as source of expertise for intranet inquires.
•Communicate with other Customer Services sub-divisions to handle all relevant inquiries of both customers and CSRs such as Credit, Customer Support and Activations, Outbound and Save Initiatives.
•Achieve the requested Staff Time on a daily basis to minimize the queue on the assist hunt.
•Support the Call Center upon need by handling inbound calls.
•Understand and adhere to company policies and procedures that generate personal / professional credibility and trust.
•Respect and apply company vision and brand values.
•Understand both individual and company objectives to achieve them effectively and efficiently.
•Use available methods and tools to develop/improve own skills and information (applications, intranet briefings, attending trainings, etc.).
•Early troubleshoot global problems to facilitate diagnosis and remedy.
•Channel customers’ suggestions and recommendations to management through different communication channels.
•Act as a source of expertise by transferring knowledge and experience to new members through mentorship exercises

•Specialist, Call Center - Consumer Postpaid

•As permanent employee

Greet the customer on counter with warmth, courtesy & personalized greeting
•In low traffic periods, meet the customer at the door (acting as greeter)
•Generating a proper queuing ticket for the customer
•Full customer need assessment by proper probing to identify the customer's needs
•Offering the best fit to the customer through cross sell/up sell when applicable according to the customer's type/segment
•Fulfilling the customer need with speed & simplicity (Can do attitude)
•Handle customers' inquiries & complains in a positive manner
•Acting as customer's telecom advisor
•Ensure that the customer got all the needed service before leaving the counter
•Farewell the customer & invite him to revisit our store
•Provide strong & updated product knowledge & competition's offers awareness
•Supporting in maintaining the store's look & feel standards at all times
•Full awareness & implementation of P & P
•Accurately handle cash
•Accurately handle inventory
•Full awareness with all retail applications (Wincash, Siebel, Minsat, Extranet, etc...)
•Interdepartmental communication to speed up the work's completion
•Handling opening & end of day operation
•Provide retail's junior staff with all needed operational support
•Support retail outdoor activities & events when required
•Achieve sales targets
•Achieve revenue targets
•Cross sell/up sell when applicable according to the customer's type/segment
•Achieve customer experience targets

Handle all incoming calls of the call center
•Handle outbound calls for follow up, occasional campaigns and call backs blended with normal inbound calls.
•Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction
•Communicate with other

Supports and provides superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
•Answers inbound calls and respond to customer requests to ensure customer satisfaction.
•Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
•Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.
•Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
•Builds customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU.
•Updates the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
•Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
•Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
•Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
•Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
•Recommends process improvements to facilitate the Customer care work and delight the customers.