Senior Customer Retention Advisor
OSN
Total years of experience :23 years, 2 Months
Planning & Organization
Managing the relation with the sales channel, through ongoing meetings with the emerging markets management.
Support the renewal and reinstatement activities in all markets, direct involvement in the cash save rate.
Responsible of improving the feedback efficiency on the churn and market (Dealer and direct sales) and together plan and manage the churn performance.
Make recommendation that will reduce and prevent customers from churn.
• Manage and evaluate the retention activities of contacting customers by telephone for promotional purposes (e.g. promote new channels or projects), and market research purposes (e.g. identify churn customers willing to re-subscribe).
• Management of retention team activities: outgoing and incoming calls, dialer, customer retention marketing and other activities that improve the churn performance.
• Assure monthly performance measurement and one to one meeting to keep the team aware of their strength and weaknesses with a plan to improve their performance,
• Lead, motivate and manage a cohesive and effective team (including succession planning) in order to provide and maintain a high performance culture.
• Managing team performance/KPI (target, call quality, attendance)
• Ensure all customers are being notified of their subscription end date and prompted to renew
• Ensure accurate capturing and reporting of the customer feedback
• Ensure relevant business update, product highlights and market development are effectively communicating to the team in order to ensure it supports the achievement of churn target and business objective.
• Ensure call quality at all time when talking to customers.
• Set dynamic escalation plan to solve customer’s issue in timely manner.
• Keep customers informed of their subscription status and of any offers or promotion related to customers (call, email, SMS, bmail)
• Responsible for the shift planning and resources allocation
Retention Department Team Leader
July 2005-2010 orbit Showtime network Egypt Maadi Cairo
Telesales Department
2000 till 2004
Position
English teacher at Fager El Sabah language school
2001-2002 Cairo University Cairo, Egypt Faculty of Arts, English Department.