Asmaa Farouk Email & Phone Number

Cairo, Cairo Governorate, Egypt

Egypt

• Succeeded to build solid centralized call center instead of separated call center for each branch.• Liaise with the owner in estimating requirements, scheduling expenditures, analyzing variances and initiating corrective actions.• Designing Map Journeys and developing blueprints for all customer related journeys.• Identify gaps and create solutions to make initiatives applicable if needed. • Applying expertise in analyzing and managing large-scale database applications and generating strategic reports and data analyses to propel business success.• Building Root cause analysis to the repetitive customers’ complaints to improve the customers’ satisfaction with finding better alternatives to Control the complaints to minimum.• Meet expectations and time line successfully with efficiency and effectiveness.• Provide strong decision support and robust recommendations to business owners based on data-driven analysis, executing high-profile analysis and delivering data narratives across business groups.• Manage to develop effective communication lines with business departments and lead meetings/ discussions towards decision making based on the data and insights available to improve the customer experience.• Driving CRM initiatives and overseeing execution of campaigns to conduct business reviews using CRM programs.• Maintaining and improving data management processes and accuracy.• Working with IT to manage CRM system and data warehousing.

Cairo, Egypt

• Reestablish Mahgoub's call center from the scratch.• CRM and CCS (Cisco) launching for Mahgoub Corporation. • Manage social media channels (Facebook – What’s app – Instagram and Mahgoub's App).• Coordinating with different departments – After sales, supply chain, HR, retail, finance, technology, the required changes to meet project objectives.• Responsible for the work-force management, strategic planning, workflow, continuous improvement, productivity, service levels, quality Assurance, cost control, customer and employee retention programs and the training, mentoring and coaching.• Make reports of whole projects and present them to the owner and Set KPI’s for teams.• Execute new department policies, procedures, operating structure and information flow with keen attention to detail.• Create call center performance metrics which established consistent, data-based performance tracking tools.• Prepare and conducted all corrective actions, terminations and dispute resolution/mediation.• Maintaining a high degree of Service level by supporting the schedule planning team with the forecasts to apply better utilization of staffing.• Manage the staffing needs through recruitment activities with HR department - Hire, coach, develop, and evaluate staff performance.• Ensure consistency within the team through coaching and mentoring, one-on-ones, and performance reviews Implement and follow through with necessary disciplinary actions.• Monitoring day-to-day operations of the call center (receiving inbound calls per month and placing outbound calls to members and potential members to assist with their questions, billing issues and/or technical issues, Also Responsible for internal and switch calls).

Cairo, Egypt

• Conduct project Critical path method to clients with clear presentation.• Call center optimization case study , Measuring customer value and service quality.• Design a business case that provides justification for undertaking. It evaluates the benefit, cost and risk of alternative options and provides a rationale for the preferred solution.• Determine required criteria and make interviews for new candidates.• Create effective call center script and pre-written response guides that give agents a framework for customer interactions.

Cairo, Egypt

 Administrate and manage from 30 - 40 employees. Create Payroll reports monthly. Managed schedule to ensure appropriate staffing coverage during operation hours. Evaluate team monthly KPI’s and Set monthly one to one meeting with all team members. Makes presentations, which improves all KPI’s elements. Organize and drawer up appraisal in order to pay benefits for employees. Create a report to track and manage daily efforts. Operating four premises operation areas and coordinate directly between client and management. Working as focal point between Operations the Finance, Human Resource and Facilities departments. Monitoring and improving employee's techniques and skills. Set monthly one to one meeting with all team members. Making interviews for new candidates.

Cairo, Egypt

 Handles Platinum and Premium customers. Ensure customer satisfaction during each call. Provide customers with accurate information regarding products, services, and billing. Solve customer technical and billing problems. Sales new offers and services. Won Vodafone contest more than time.

Cairo, Egypt

 Designed and create workshops on topics such as team building communication, presentation and business writing skills. Performed administrative duties involving student files and progress tracking. Taught soft skills (interviewing, Communication, money management, job application completion, and computer Skills) to classes of 10-40 trainees. Followed curriculum to create weekly lesson plans and evaluated student job readiness. Implement training programs quickly, efficiently and with limited resources. Organize training courses and orientation sessions that help employees learn necessary job skills or aid current employees in improving abilities and performance. Update supporting document and training material across each service course.

Professional Human Resource Certificate, Human Resources Management/Personnel Administration, General

Bachelor Of Commerce (B.Com.), Accounting

Toefl, English Language