Bassem Hussein Email & Phone Number

Saudi Arabia

Egypt

* Proactively engage with the customers to understand their needs, challenges, and objectives.* Serve as the primary point of contact for the assigned accounts, build up trust and confidence in our partnershipfrom onboarding through the full customer lifecycle.* Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice* Work closely with customers to create and execute a successful plan that aligns with their business objectives and maximizes the value they receive from our solutions.* Act as a customer advocate within the company, representing their feedback and needs to relevant teams to assurecustomers’ retention.* Ensure timely resolution of customer issues, working closely across all departments.* Provide education and resources to customers to enable them to effectively use our products/services.* Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings to achievecustomers’ satisfaction.* Track and report on key performance metrics for customers to keep ongoing business relationship.

Cairo, Egypt

• EXCOM reporting, KPI expert & audit management, Technology• Technology Benchmark & reporting• Assess the performance vs. the completion & other affiliates in terms of technical KPIs, Investments & market position.• Design & generate a regular report scheme to provide upper management with efficient information for decision making.• Manage the preparation of board, town hall & CEO presentations to focus on the support needed or achievements announcement.• Audit & business continuity management• Work with the group audit to ensure compliance, taking actions to update process to fill any gaps.• Update risk register to include major chronic risks & set an action plan to mitigate, resolve or lower risk impact.• Work with the group on assessing & reporting corporate situation & ensure minimum business impact during crisis. • Project coordinator • Set regular meetings to track & follow up the project progress with action points & MoM.• Update the management with dashboards (excel/power point) to highlight key messages.

Cairo - Egypt

• Preparing daily traffic report for the whole network • Responsible for extracting and reporting counters and KPI’s from all network tools, supporting projects, budget and KPIs administration in order to provide the high telecom authorities with the company keys performance• Establishing the departmental processes and follow up the implementation between the related departments• Control and Report NEO Dashboard to Technology Vice President weekly and monthly• Conduct trend analysis and Maintain Tracking of previous counters and keep a complete historical reports database• Responsible for the issuance and development of the Quality Report and to add new switches and/or other relevant counters (signaling, Capacity, BHCA, ERL, Gateways)• Manage, Control and analyze reports to be sent to shareholders & NTRA• Develop new policies, procedures and approvals and communicate to the concerned persons across the NEO department in regards to validate reporting issues• Preparing network Capacity reports and readiness plan from concerned teams (BSS Engineering & Core Network Engineering)• Monitor and report Orange monthly report• Responsible to organize and arrange the monthly Technology committee steering to review the network performance

* Set the strategy for the new department established for quality assurance* Developing forms, templates and action plans to monitor and enhance the quality in corporate operations * Set the quality plan in coordination with marketing and customer care to assess the quality of all mobily customer interfacing spots* Preparing strategic processes covering relationship with internal and external departments* Testing services to assure compliance with internal and external standards* Capture and report customer comments towards continual product and services development & recommend for products, policies, systems and process improvements based on the customer experience and feedback* Gather & analyze data and information about products and services quality performance to identify areas for improvement;* Benchmark quality performance with local / international competitors* Prepare clear explanatory reports to provide the top management of he current status of the company products and services* Communicate with other departments in areas of design, development, marketing and operation to accomplish the required solutions and services

* Managing Mystery Shopper and Mystery Caller project concerning the call center and MobiNil shops* Monitoring MobiNil Call Center calls for evaluation and ensure following quality standards * Coordinating between the customer service and the sales department to facilitate the flow of the workload * Implementation the recommended corrective Proactively engage with customers to understand their needs, challenges, and objectives* Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice* Work closely with customers to create and execute a successful plan that aligns with their business objectives* Act as a customer advocate within the company, representing their feedback and needs to relevant teams to assure customers’ retention.* Ensure timely resolution of customer issues, working closely across all departments.* Provide education and resources to customers to enable them to effectively use our products/services* Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings to achievecustomers’ satisfaction* Track and report on key performance metrics for customers to keep ongoing business relationship. & preventive actions* Monitoring third party's performance and efficiency (Quality consultant)* Managing and leading network assessment project Measuring network performance throughout standard tests * Assist in developing quality measures and analysis tools for the business and the company* Participate in monitoring and reporting the network performance on a regular or ad-hoc basis* Apply quality tools and perform statistical analysis for performance results* Ensure that all needed requirements for delivering quality output are communicated to concerned departments for quick handling* Conduct benchmarking exercises

A member of MobiNil Save Team Department, STD, the most important branch in the customer service department ( VIP Branch)STD, the last stage in solving customers' complaintsAuthorized to have the free hand to provide customers with all MobiNil offers and facilities according to the case itselfCoordinating with MobiNil various departments to investigate clients complaintsAnalyzing clients complaints and highlight the defaultsSuggesting alternative solutions to reach an optimum client satisfaction and monitoring the implementation of the proceduresA huge telemarketing activities and a continuous up-selling process

Handled personal selling and customer presentation through the phone (Telesales)Follow up on all inquires to ensure that the customer receives a prompt and satisfactory response in accordance with the pre-defined targetsAbility to resolve customer complaints during initial phone callAbility to understand , analyze and resolve customer complaints Ability to negotiate deals and obtain promises from customers Report complaints to the customer service manager to ensure the corrective action is taken to reduce future complaints and enhance customer satisfaction Provide value-added information to customer service manager to promote new products and services

in CNE Co. (Cable Network Egypt)Emphasizing on personal selling and customer presentationAbility to arrange appointments through the phone and conduct a selling presentation Finalizing the deal with the customer and follow up all the customers' inquiriesArranging an appointment between the technical staff for installationConduct follow up sales calls to ensure optimum customer satisfaction

Auditing ships documents and preparing invoices and statements of accounts for all shipping linesProcessing the data for ships in the internetResponsible for sending E-mails to agents and other shipping co. around the worldApplying and working with the special container management program concerning all shipping linesTraining Courses DELGET special training in the foreign exchange market for one monthEtiquette of customer interaction via telephone in American Chamber Of Commerce

Bachelor Of Commerce, English Section; Accounting

Coursework: Accounting, Marketing, Finance, Management, Sales, Cost, Insurance, Economics

Education record