Partnering with Global Brands; Freshworks, D-Engage, Survey Sparrow, & Sila, to offer their products in our countries of operations.Developing and executing the company’s business strategies as well as managing the operations.Achievements:Extending base of operations to include UAE, as well as Egypt.Increasing partner portfolio.Increasing revenue, while mitigating costs.Moving from local company targeting the Egyptian market to open regional markets throughout MEA.

Heading 4 functions within the organization, setting their strategies, KPIs, budgets, and managing their operations.Functions include:E-Business:Creating & designing initiatives to achieve recurring revenue, customer satisfaction, and generate traffic through WD’s digital platforms.Customer Service:Architecting the full scope, channels, and strategies of the function to achieve customer satisfaction, cost efficiency, and maintain operational metrics.Collections:Designing the function’s strategies & SOPs to turn customers’ negative credit into cash flow, as well as managing the department’s operations. Investigations:Investigating allegations of conflict and misconduct between customers to ensure a healthy and stress free environment, while maintaining brand image.

Heading 4 functions within the organization, setting their strategies, KPIs, budgets, and managing their operations.Functions include:E-Business:Creating & designing initiatives to achieve recurring revenue, customer satisfaction, and generate traffic through WD’s digital platforms.Customer Service:Architecting the full scope, channels, and strategies of the function to achieve customer satisfaction, cost efficiency, and maintain operational metrics.Collections:Designing the function’s strategies & SOPs to turn customers’ negative credit into cash flow, as well as managing the department’s operations. Investigations:Investigating allegations of conflict and misconduct between customers to ensure a healthy and stress free environment, while maintaining brand image.

Scope:Designing the Customer Service solution & managing its operations, the solution includes:Supporting channels (Omni-channel support through Call Center, Social media, Mobile application, Email, & SMS)Creating the Process & procedures for each channel.Managing the operations for each channel.

Scope:Designing the Customer Service solution & managing its operations, the solution includes:Supporting channels (Omni-channel support through Call Center, Social media, Mobile application, Email, & SMS)Creating the Process & procedures for each channel.Running the operations for each channel.

Working as a consultant with Hill International for Egyptian Natural Gas Holding Company, to revamp the customer service operations across the entire natural gas sector in Egypt.Scope:Designing the Customer Service solution revamp for the GAS sector across Egypt, the solution includes:Supporting channels (Omni-channel support through Face-to-Face, Call Center, Social media, Mobile application, Email, & SMS)Creating the SOPs for each channel.Supervision of implementation of the SOPs

Bringing the operations of the outbound projects up to COPC standards & revamping the projects KPIs, the projects included: Vodafone Poaching (Telesales) Vodafone VIS (CATI) BAT (CATI)

Set the Business model, Operational Plan, Operational organizational chart, KPIs, as well as the coordination with all supporting functions (Quality/ HR/ Training) for AZR call center that provides customer service & technical support for Libyana’s customers.

The main purpose of the role is to lead the Customer Service department as well as the Call Center in the aim to maximize the company’s revenue through spreading word of mouth, cross-selling, up-selling, & managing the referral program.

Setting the Strategy, Operational plan, metrics, KPIs & organizational chart of the in-house call center & customer service team for Arkan Developers.

A Technical Expert is a merger between a trainer & a regular team leader, I was Leading 3 teams of International Account Advisors (Greek, South East Europe, Middle East), with the purpose of enhancing their overall performance, and making sure they meet if not exceed their metrics.I was also a focal point conveying new HTC programs to the entire project, and following up in its implementation.

•Following up on the customer satisfaction survey to analyze reasons of dissatisfaction. •Calling dissatisfied customers to learn the reason for their dissatisfaction & solve it. •Following up with the repair center to make sure the customers receive back their product without any issues & on time. •Solving the technical issues customers face with their phones. •Providing any information the customers enquire about whether regarding the functionality of the phone, key selling features, or the repair process. •Answering customer’s emails efficiently and correctly to ensure solution of their issues.

Management of the field operations through managing the Supervisors & Agricultural engineers.Management of the Sales team, including setting targets, and monitoring objectives.Handling Key Accounts.Aligning both operation targets and sales targets to correspond to market needs.Reporting the performance to the GM.

Organizing sales visitsDemonstrating/presenting productsEstablishing new businessMaintaining accurate recordsReviewing Sales PerformanceNegotiating contracts