Wael Mokhtar

As a Chief of Customer Service Sector, I have the ownership of providing the comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the company to maximize customer acquisition, retention, and profitability. To achieve this scope I have the following responsibilities:
- Develop the after sales services policies for the entire organization.
· Establishes metrics for defining the relationship between the entire customer service staff/sections and customers.
· Evaluation, forecasting then planning for the entire customer service related activities. .
· Managing the overall after sales services activities (The departments of Service Providers Network, Technical support, Call Center, Customer Follow-up, Spare Parts, Service quality and Service Development Departments)
· Managing the relationship with commercial partners and showrooms regarding aftersales services.
· Monitors and evaluates customer satisfaction and securing customer loyalty.
· Ensures that all customer Service channels are being maximized to provide exceptional service to our customers
· Ensure that the best quality service is offered .
· Identify areas of operational improvement to improve customer experience and increase efficiency.
· Monitors & controls the Escalated complaints (Escalation Process) to be handled in the Proper Manner.
· Continuously feedback the production/Design/Quality/R&D managers by the products defects and areas of improvements and the products' related KPIs (DR, SCR and FFF)

Call Center Manager - Unionaire Group (2008 - 2009)
Customer Service Department Manager - Unionaire Group (2009 - 2013)
Deputy Chief / Head of Customer Service Sector - Unionaire Group (2013- 2017)

Field Service Engineer (2000 - 2001)
Planning Engineer (2000 - 2001)
Service Area Manager (2002 - 2003)
ORACLE CRM Administrator - Bahgat Group (2003 - 2004)
Call Center's Quality Assurance Manager - Bahgat Group (2004 - 2006)
Call Center Manager - Bahgat Group (2006 - 2008)