Oversee and orchestrate the seamless operations of the Customer Experience, Helpdesk, and Technical Support divisions, ensuring that each unit operates in harmony to deliver superior service quality and operational efficiencyLiaise strategically with the Product Development, IT, and Product Management teams to ensure that product enhancements and bug resolutions are executed with precision, aligning technical and customer-facing teams towards unified objectivesFoster cross-functional collaboration by acting as the critical conduit between customer-facing teams and internal stakeholders, ensuring swift communication of technical issues, product feedback, and customer inquiries to the relevant departments for prompt resolution and continuous improvementSpearhead the establishment of key performance indicators (KPIs) across all teams, meticulously monitoring performance metrics, and driving continuous improvement through data-driven decision-making and process optimization.Direct resource allocation and budgeting for all support teams, ensuring the judicious deployment of financial and human resources to meet strategic objectives while maintaining cost efficiency.Cultivate a culture of excellence within the teams by implementing comprehensive training programs, fostering professional development, and ensuring that all team members adhere to the highest service standards.Provide executive-level reports on operational performance, customer satisfaction metrics, and strategic initiatives, using insights to guide decision-making and inform senior leadership.Ensure the implementation of service improvement strategies by leveraging feedback loops, incorporating customer insights, and applying best practices in customer experience management.Champion collaboration and innovation, ensuring that the collective efforts of the teams not only meet but exceed service delivery expectations, contributing to the company’s overall success and long-term customer loyalty.

-Oversee the hiring, orienting, and training of an organization’s customer experience team-Define and implement standards/procedures for ensuring optimal customer experience-Conduct surveys to gather information on customer opinion of rendered services-Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries-Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company-Liaise with the production and creative departments to ensure delivery of high quality products and services-Establish communication mediums through which customers can readily contact a company and vice versa-Oversee the restructuring of an organization into a customer-focused establishment-Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service-Prepare and manage annual budgets in achieving set objectives and goals-Conduct studies and research to discover new techniques necessary for improving customer experience-Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills-Oversee the merchandising of products in an outlet to ensure it entices purchase-Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations-Attend seminars, workshops, and conferences to improve on existing job knowledge.

- Managing the Vodafone Global Enterprise (VGE) accounts in Egypt.- Engage with different teams and departments and maintain a good relationship with all business stakeholders across the company “Technology, Finance, Corporate Sales, Commercial, HR, Retail, Legal....etc.- Process and close monitoring clients payment, refunds and review account adjustments, - Resolve client discrepancies and short payments, small balance write off, delinquency notices, customer reconciliations, and processing credit memos.- Establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.- Perform technical tasks, such as troubleshooting technical issues, and may perform administratively tasks, such as managing team performance and checking the quality of inventory.- Focuses on implementing mobility strategies and solutions tailored to the needs of global corporations

- At TCA team we are dedicated to addressing the communications needs of top corporate accounts. - Provide a broad range of innovative global products and services and can even run complete telecommunications operations for our partners on an outsourced basis.- Manage accounts’ billings, collections and Bad Debits.- Engage with different teams and departments and maintain a good relationship with all business stakeholders across the company “Technology, Finance, Corporate Sales, Commercial, HR, Retail, Legal....etc.- Perform Payment analysis when needed.- We help transform the business and keep the organization one step ahead of the competition.- Following up and finalizing companies’ requests by coordinating with different divisions or departments.

- At SME Strategic we serve potential SME accounts to be Premium accounts - We ensure customer satisfaction and service fulfilment in alignment to the department’s goals and objectives.- Work as part of a team to ensure offering world-class Customer Service at all times. - Manage accounts’ billings, collections and Bad Debits.- Handling off board activities that require interaction and follow up.- we help transform the business and keep the organization one step ahead of the competition.

- Act as a frontline interface with customers of Vodafone Premium Segmented Customers- The main purpose is to facilitate and provide a Vodafone global customer service standardOwn and manage the client relationship: resolving calls efficiently and effectively. - Ensure service level agreements are met and maintained. - Work as part of a team to ensure offering world-class Customer Service at all times. - Be proactive in regards to the improvement of processes and procedures. - Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service. - Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service. - Accuracy in handling all assigned tasks. - Attendance and punctuality. - Maintain professional work relationships with colleagues, supervisor and manager.- Manage the department service level

-Ensure effective and efficient day-to-day performance of the Call Center -Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, alternative and solutions.-Evaluate the individual performance according to the performance agreement and the whole department performance and assure that tasks are efficiently handled according to KPI’s.-Deliver high-quality reports and analyses as required by the Management.-Deal with all COPS requirements, and daily workflow to fulfil all their inquiries regarding SL, off-board activities, and customers' needs.

• Motivated team of call center operators on both inbound and outbound calls.• Be available to affect the entirety of the team’s operations.• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.• Identified development opportunities using quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring on an as needed basis.• Support employees’ growth and development• Follow the organization’s policies, procedures and guidelines for performance management

Handle High Value customersDevelop & help newcomers Manage the department service levelTest new offers and services

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