Head of Customer Service
Digital Cloud
مجموع سنوات الخبرة :17 years, 1 أشهر
As Customer care manager leading the Saudia Arabia company from Cairo office, building, managing and developing the team to deliver highest clients satisfaction results, Leading a team of account managers, supervisors and agents of a call center 24/7 3 shifts ensuring to meet all SLA, Contracts and KPI's agreements while communicating and trouble shoot at all levels and liaise with clients advising them on their web strategy including the brand, messaging, content and technical solutions required in delivering that strategy to ensure a coordinated approach, responsible for all aspects of clients and projects including but not limited to leading on digital strategy and creative, maintaining accurate project plans, reporting, Risk and Issue Management, accurate scoping and ensuring resources are allocated appropriately within the project for execution.
I worked for Sirius XM a USA Company that have 30 Million customers, managed their contact center through 25 - 30 direct reports ensuring customer service delivered with excellence and achieved expected profits and revenues in competition with other 9 sites/branches globally while supporting organizations in (Quality and Learning, Operations Planning, Human Resources etc.) evaluating all processes improvement needed and creating new opportunities annually.
Under high pressure environment was managing 15 direct reports leading and developing teams in contact center of staff in high volume, 24 hours and 7 days weekly service high-pressure customer orientated environment. Coached, monitored and provided developments plans to maintain client product knowledge, working on services with creative support with the quality and deployment team, ensuring clients request executed in an efficient manner, In this role am staying aware of client activities and gather background information and analyses for products and services.
I was dialing customers doing sales outbound to call Vodafone customers resolving any issues and up selling mobiles, rate plans, DSL & Vodems while handling other tasks, Initiating outbound calls to customers to deliver sales campaign, survey or updating records, Logging in and out on time and sticking to the break schedule, Working on number of applications on the same time such as typing memos or updating information, Knowing all the Vodafone process, promotions and products postpaid and prepay rate plans inside out, attended all customer service training learning how to deliver wow customer experience for Vodafone customers.
I was dialing outbound telemarketing customers selling mobile and landline company products, operating telephone equipment, automatic dialing systems, and other telecom technologies and documenting transactions by completing forms and record logs. Open, qualify and close deals while maintaining accurate database by entering, verifying, and backing up calls data, my target was to get customers to sign up contracts with our company for telecom services B2B landline.
• Languages: Arabic, English, French and Italy.