Corporate sales operations manager
Etisalat Egypt
Total years of experience :31 years, 10 Months
managing support functions teams, CRM team and contracts & Bids teams to aupport the corporate sales team to achieve their targets.
-Joined all pre launch activities.
-Responsible for interviewing new comers.
-Responsible for FCR (first call resolution).
-Insure maintaining the agreed call center service level.
Managing call center daily actevities and tasks-.
-Managing a customer service team (23 Agents).
-Developing the call center agent’s skills for better work career.
-Forecast volumes of calls and manpower requirements.
-Maintains call distribution system by configuring the telephone PBX to automatically distribute calls uniformly among customer service representatives.
-Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data.
-Monitors productivity of customer service representatives and generates reports.
-Reviews PBX data to monitor the length of time customers remain on hold.
-Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
-Answers questions and recommends corrective services to address customer complaints.
-Maintains the correct recorded announcement menus, and makes changes as necessary based on the time of day, day of week, or holidays.
-Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
-Determines work procedures, prepares work schedules, and expedites workflow.
-Studies and standardizes procedures to improve efficiency of subordinates.
-Maintains harmony among workers and resolves grievances.
-Prepares composite reports from individual reports by subordinates.
-Managing strong customer service team of 15 members.
-Exceeding Customers expectations by providing them with an outstanding standard of service.
-Handling all customers complains and problems.
-Handling all network coverage complains.
-Ensuring and maintain customer's satisfaction.
-Ensuring consistent of policies and procedures amongst the team.
-Observing the customer service quality.
- Conducting a 60 minuets weekly meeting with each team member to follow up the customers open cases.
-Conducting a weekly session to update the team members with the latest services and policies.
-Motivating and recognize the team members to keep their morale always up.
-Assisting in the career development of the team members.
-Providing daily support to customer service team.
-Appraising the performance of the team members.
-Administering coaching to the team members in manner consistent with departmental guidelines.
-Providing guidance in areas of professional matters as requested or needed.
-Interviewing the new customer service candidates.
-Create & Organize car-Racing team of six members to join the Auto Cross Championship.
-Handle all customers complains.
-Reserve & price all international & domestic tickets.
-Handle the travel business for big accounts.
-Provide the office manager with daily operation report.
-Train the new staff to achieve the best performance.
-Provide the customers with the best service quality.
-Insure the delivery of high standard of quality for the VIP customers.
-Handle all customers complaints.
-Insure and maintain the agreed service level.
-Train the new staff to achieve the best performance.
-Reserve & price all international & domestic tickets.
-prepare all operation reports.
-Arrange new contracts with the corporate accounts.
-Handle all office relations and deals with the Airlines.
-Handle the customer’s problems.
-Reserve all international & domestic airline tickets
-Supervise the office staff.
-Provide the sales manager with a daily sales report.
-The seven habits for highly effective people. -The leadership for leaders. -Strategies for problem solving & decision making. -The voice of leadership. -Performance management. -Motivation. -Interpersonal skills. -Project management. -Business awareness -Effective presentation skills. -Management excellence. -Performance management. -Customer relationship management (CRM) -Managing the customer. -People management. -IATA reservation & ticketing diploma. -English courses. -Computer courses. -Computer reservation system. -Saber reservation system. -Computer reservation system. -Turbo Saber reservation system.