Reiham Aboutaleb

Quality & Reporting specialist, B2B, Ooredoo Qatar (December 2015 to present)
• Post Sales Reporting:
 Create weekly & monthly report for customer requests & customer complaints to manage performance and team effectiveness
 Run utilization exercise to support man power decisions and changes
 Prepare Top management presentation for all performance report for the team
 Quarterly report for the team KPIs to check any corrective actions
 Run deep dive analysis for team issues to provide solutions

• B2B Quality:
 Analyze B2B pain points and provide solutions based on analysis and focus groups
 Map the team missing processes and make sure they are aligned with our framework
 Measure process compliance for post sales
• Other:
 B2B focal point for any C-level escalation for better respondent time, monitor & follow up
 B2B focal point for Enterprise service Center issues

• Online Surveys:
 Create & manage Account manager survey; online survey sent to customers to gather feedback & satisfaction about their Account Managers’ skills. Analyze Account Managers survey to develop a plan with top management to close any gap
 Create internal people survey check employee’s vibe on the floor and tackle their pain points with top management
 Create event survey pre& post; pre-event to ask customer to register online & confirm attendance & post-event to gather customer feedback about the event and consider their feedback for future ones
• Customer & Team Communication
 Create Business Solution share point to include all important information in one place and share announcement
 Cascade any important information to the business team using different channels; emails, web portal on share point or SMS
 Create an internal ATL process to manage approvals to share major wins with public
 Provide insights to concerned teams about customer issues to provide better customer experience
• Campaign Management; manage customer campaigns from inception to completion & analyze results
• Customer Satisfaction (CSAT)
 Deep dive analysis of CSAT score to understand customer issues & provide insights to concerned teams for better customer experience
 Report on any red alert topic to top management that might impact both customer experience and CSAT in order to develop a plan to close any gaps
 Match CSAT results with red alerts and Account Manager survey for better understanding of issues and customer experience
 Work with different teams to develop a plan to enhance customer pillars for better CSAT score and customer experience
• Product Feedback; act as focal point to share customer requirements for business solution to marketing team and product owners

• Customer Event Management:
 Manage Customer Event from inception to completion, including invites, logistics, survey & lead identification
 Analyze event report to measure ROI versus cost
 Make sure valid leads entered in Sales force to drive sales

• Customer Database Management
 Manage contact database & make sure it has all required info.
 Analyze customer industries for better customer intelligence & make sure if new product strategy needs to be implemented

• Reporting on Net promoter score (NPS) performance on daily & weekly basis
• Analysis of Guilt factor for all launches and changes impacting NPS
• Deep dive analysis for customers’ verbatims to understand their pain points
• Working closely with all customer experience team members like quality, training, communication & compliance teams to close any gaps that appears in NPS verbatim
• Following up with customer experience team members to make sure gaps are covered within a specified time frame
• Delivering Pit Stop; where we gather group of advisors to brain storm at what improvements can be made towards a specific topic using FAST forward methodology.
• During Pit Stop, we look for changes to our processes, policies and behaviors to make our customer experience the best it can be, improve on revenue and cost saving opportunities.
• Evaluating recommendations coming up from Pit Stop and see what is most suitable to the business and customer experience to implement
• Monitoring results & Pit Stop ROI for advisors before & after.

• Making sure the whole UK Account is updated with communications from the UK, in terms of new services, products, events and workshops.
• Developing attractive design for the content to make sure the call centre advisors take the time and read the contents to make the best out of it and satisfy our customers.
• Using 6 Sigma methodologies, worked on enhancing the communication process and creating a clear scope for the communication matrix within UK.
• Engaged in project management activities with new product/process launches with all stakeholders across various teams.
• Carrying surveys to check the employee's vibe on the floor making sure to tackle their challenges and make them feel part of the original VF UK Account in the UK.
• Creating monthly quiz to check the knowledge gaps on the floor from Communications & Team Time Briefings
• Managing content on the share point including editing and designing new tools and web-portals.
• Delivering orientation sessions for new Team Managers about our function as continuous improvement & communication and engagement teams
• Review any new product launch or process and provide a feedback or recommendation for more improvement
• Conduct various tool analysis to spot any knowledge, process & communications gaps & make sure that we come up with the solutions to cover the gaps
• Highlight any process, policy or procedures inefficiency to concerned channels to have them update
• Make sure that available knowledge base is up to date and coordinate with concerned channels to make this done
• Manage the communication mailbox daily/weekly e-mails and maintain the agreed upon look & feel in all communications available to employees

• Review new product or process and provide a feedback or recommendation for more improvement
• Conduct various tool analysis to spot any knowledge, process & communications gaps & make sure that we come up with the solutions to cover the gaps
• Prepare up-skilling training content and Conduct the development training to cover all product knowledge gaps
• Highlight any process, policy, procedures or product terms and conditions inefficiency to concerned channels to have them update
• Identify frequently asked questions & coordinate with the Deployment lead to set action to close the gap
• Enhance agent's knowledge; empower agents to use all available sources to get the required knowledge
• Make sure that available knowledge base is up to date and coordinate with concerned channels in New Zealand to make this done
• Validate any solutions coming from the contact centre to ensure accuracy with concerned channels in New Zealand & then communicate to the floor
• Assisting with any queries from inductees and making sure that information is delivered consistency
• Identifying processes that do not support customer experience & make recommendations for improvement
• Prepare any Comms that need to be sent to the call centers regard process/product update and any relevant issues

• Handling core, medium, high and premium segments of Vodafone New Zealand customer.
• Resolving Customers' problems, providing them with satisfied and distinguishing services that we can offer.
• Handling customer's escalations without supervision and resolving logged customer complaints.
• The ability to work under pressure, meeting targets, completing all assigned tasks on time and a very good team player.
• Assisting my colleagues with any product knowledge information or procedures.
• Escalating customers' issues to different channels with Vodafone.

International Account Advisor, New Zealand Account, Vodafone Egypt Telecommunication, (18/11/2007-to14/5/2008)

• Handling core and medium segments of Vodafone New Zealand customers.
• Resolving customers' problems and providing them with satisfied and distinguishing services that we can offer.
• Escalating customers' issues to different channels within Vodafone.

An assistant of External Affairs Unit in Center of Egyptian Women's Legal Assistance (CEWLA), (1/2/2007- 1/11/2007)

• Worked under a time constraint and was able to finish the work on time
• Sent and received emails, and reviewed them from international organizations.
• Translating English-Arabic and Arabic-English documents.
• Public relations.
• Proposal writing
• Fund raising.
• Contacting donors