Customer Care Supervisor
Etisalat Misr
مجموع سنوات الخبرة :4 years, 6 أشهر
- Handling escalated calls and supervising High Value Floor tasks
- Inspired each and every team member to perform and produce their best.
- Determined the duties and responsibilities of individuals in a team.
- Analyzed the individual performance of each team member and motivated them to perform even better.
- Organized training workshops to improve the performance of the members who were lagging behind in terms of performance.
- Offered solutions to the top management regarding project-related queries.
- Launching team in Social Media.
- Handling of authorized social media accounts including content posted on Face book, Twitter…etc.
- Monitor social media marketing plan and refine the voice, image and narrative of customers in relation to brand policy & procedures.
- Manage social media campaigns and day-to-day activities.
- Managing the Face book official page of more than 5000, 000 fans and member participate.
- Managing the twitter account of nearly 500.000 followers.
- Handling All Customers’ type ((Corporate & Consumer)) and solving their problems in a professional way.
- Responsible for all Night teams which is 15 agents and handling their works.
- Acting as Commercial System Coordination which is responsible for handling System issue in all Etisalat
Buildings & departments including outsource Comp (( Raya Corp & Etisal Int )).
- Acting as Work Force Dep which is responsible for check all Dep Service level and work flow in the agreed
Company Percentage and achieving it.
- Supporting IT Teams in Night Time for any Hardware issues.
- Rank 1 for sex months in 2012.
- Team Delegate.
- Handling escalated calls and supervising High Value Floor tasks.
- Tutor with training team.
- Support BO & Complain teams.
- Responsible for Adherence and vacations tasks
-Working as a Sales Agent supporting marketing department.
- Offering new Etisalat products and services to our new and existing customers.
- Following up with Etisalat customers and maintain our customer’s delight and satisfaction
Faculty of Commerce - Accounting department - ASU University (2008 – 2009).