• Leading in providing the best possible experience for customers and CSAs.• Owning CAI2 CS Scorecard creation and revamping.• Owning Recognition events for monthly Score Cards.• Owning the logistical needs to get 170 employees safely working from home during Covid.• Working in multiple Operation Units (OUs) supporting Egypt and UAE Marketplaces in delivering the best customer experience.• Supported in the movement to the new Site CAI15 and arranging for our people safe return to working from our new office.• Process improvement project regarding chat services to improve quality of contact and its Average Handling Time.• Owning people development with successfully supporting my people in reaching the below achievements:o 2 HR recruiters.o 2 Learning Ambassadors acting as trainers on demand.o 11 senior Customer Service Associates supporting multiple OUs at the same time.o 2 Quality analysts.o 2 Team managers.o 6 subject matter experts.

Heading the Customer Service teams• Build, develop, and lead the Customer Experience (CX) team at 360imaging to deliver forward-looking CX trends and meet the strategic objectives.• Build and manage relationships with internal customers• Implement and Evaluate Pilot project initiatives driving ROI and implications of rolling out• Coordinating with different departments – After sales, supply chain, HR, retail, finance, technology, the required changes to meet project objectives• Identify GAPs and create solutions to make initiatives applicable if needed• Reporting and analyzing project results, take corrective actions when neededAchievements:• Enhanced the SLA with a 45% increase to achieve 93% SLA by Initiating a call center restructure plan to ensure all service lines are assigned properly absorb the client’s demand• Created a call types labeling system to better understand business challenges and ensure speed of resolution and accurate insights• Working on IVR mapping project to save customer experience and shorten their resolution journey which reflected positively on our SLA• Created a Quality Guidelines Module and implemented it to improve Customer Experience; Quality Improved accordingly from 50% to 90% team average.• Managed advisor Occupancy by managing task Distribution to ensure Efficiency, advisor occupancy improved from 20-30% up to 75-80% and accordingly eliminating Backlog on ticketing and Outbound Queues.• Created a Weighted Average KPI Module that measure Performance, Quality, Commitment, and taking Initiatives to ensure that business needs are being met along with development of the Calibers on ground.

Working with contact center advisors on achieving KPIs' via coaching them on how to provide the best customer experience, as well as mentoring their business development skills to guide them in becoming the leaders of tomorrow• Designed a Performance Tracking tool that helped to control, pick up and drive daily teams’ performance in the whole operations. • Set targets for call center agents to meet up with • Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to • Helped build an understanding of the organization’s products, services, procedures, and guidelines and communicate to all team members. • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to. • Facilitate and organize training sessions for all agents to uplift their knowledge and enhance their performance. • Submit regular reports to management and seek new ideas and strategies to improve performance at the center. • Ensure that customer orders are fulfilled in line with quality and safety guidelines. • Provided primary customer support to internal and external customers. • Liaised with customers, management, and training team to better understand customer needs and recommend appropriate solutions. • Supervised 30 Customer Support Representatives in providing excellent customer service to callers requiring assistance with technical and billing issues. • Kept a high average of performance evaluations over 10 months. • Communicated professionally with colleagues, freelancers, and clients. • Maintained up-to-date knowledge of product and service changes.

Primary interface between Vodafone UK and our strategic outsourced Partner with full accountability for the quality, and customer experience as part of the relationship, mirroring the Vodafone UK Customer Operations & Online Strategy. Key Accountability & Responsibility: • Project Management/Communication • Relationship Management • TNPS-CSat/Customer Experience • Service Quality & Complaints Management • Change Control & Risk Assessment

Launching queue in a new city. Developing in the skills of newly hired employees. Conducting one on one’s with individuals following GROW module of coaching. Managing knowledge development and achieving required KPI’s. Mentoring softskills to provide the best customer experience. Escalating any araising issues to concerned support functions to be resolved ASAP. Creating analysis and reporting results to operations. Handeling OCE(On Call Escalations’s) to garauntee customer issue resolution.

Providing new ideas and projects of how to deliver a “Simply Brilliant” Customer experience in the most simple and efficient way.Create, Evaluate and Implement a new ideas for improving external and internal customer experience.Delivering Technical and Customer Service training for new employeesEditing and creating of the training material for both Technical and Customer Services fieldsShifting the level of business awareness and Code of Conduct for new employeesManaging new teams joining the call center operation to help driving their performance and introduce them properly to such a huge industry.Delivering soft skills training aiming to develop the personal attitude of individuals which shall lead to the progress of the whole organization.Managing new teams joining the call center operation to help driving their performance and introduce them properly to such a huge industry.Create, Evaluate and Implement a new ideas for improving external and internal customer experience.

• Resolving calls efficiently and effectively.Works as part of a team to ensure offering world-class Customer Service at all times.• 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.• Mentor and SME for new employees.• Meeting service level in handling all transactions measured through productivity reports.• Accuracy in handling all assigned tasks.• Maintain professional work relationships with colleagues, supervisor and manager.• Continuously works for exceptional customer experience, resulting in high customer satisfaction scores.• Deliver and exceed customer-specified service levels for handle time.• Identify secondary needs and attempts to add value accordingly.

•Acting as Term Representative for the first semester.•Director of public relations for the second term taking on the roles of event planner and coordinator :entitling coordinating with both the management from the college and the sponsors or entertainment attending .•Elected High Board Member in charge of the treasury for the third term entrusted with student union cash on hand and taking on the roles of fundraising while continuing the role of event planning, also having to lead large teams.