• Leading AppleCare Tier 2 line of business (headcount of 60 advisors, 4 Supervisors.• Call Center Operations• Ensure exceptional customer experience to maintain a consistent CSAT score of 90% & SLA target of 80%.• Process Automation/EnhancementAchievements:✓ Improved advisors escalation quality to site support engineers to reach100% by implementing a third layer of quality audit.✓ Invented ICU process to enhance outliers performance & minimize turn over.

Manage a team of 15 senior advisors in tier 2 technical support queue.• Monitor Service Levels (SLA) and call center KPI’s• Ensure call Quality score at the benchmark complying with defined SOP’s.• Data analysis and data reporting to management.• Process & policy formation with regards to Customer Service standards.• Training to customer service staff on product, process and SOP’s• Managing escalation desk team to deliver best in class service to customersAchievements:✓ 90 % CSAT scores.✓ Consistent complaints management with 100% closure within TAT.

• Handling complex technical issues for Apple products.• Escalating technical issues to engineers and follow-up till final resolution.• Provide technical consultations & support to first line advisors.• Handling customer escalations as a supervisor.• Emerged among the top achievers in customer satisfaction for 9 months.

• Present large amounts of data using data visualization tools and web technologies to interpret and spot patterns, trends or correlations.• Developed a tool that automatically collects customer surveys from database, analyze verbatim wording and automatically classify detractors pain points• Invented a tool for customer service agents to automatically generate interaction notes which contributed in decreasing the average handling time by %25

Worked in the customer services space on a large scale transformation project within Vodafone UK called NewCo. it's objective is to migrate customers database from various legacy systems to one system (Siebel CRM).Responsibilities:• Responsible for achieving project plan milestones.• Manage client expectations on location and translate client expectations to the onsite team.• Create Project Documents: Responsible for defining scope, communication plans, risk register, workload consumption, daily plan report, performance charts & daily/monthly closure reports.• Provide information about the project to management by assembling and summarizing data, preparing reports, making presentations of findings, analyses, and recommendations.• Evaluate customer services agents’ performance after project implementation.• Conduct impact analysis to identify the impact of the new system on customer experience (NPS).• Make recommendations related to customer services agents’ performance and customer experience.• Developing and continuously improving the escalation processes for Siebel technical issues to be reported to technical experts.• Work with the management to plan for required resources in terms of agents, system training's, system access creation, UAT resources & escalation processes framework.• Built the project communication plan and identified the scope of the teams involved in the project.

• Served customers from Australia and UK for 4 years in the customer services field in Vodafone international accounts.• Worked in billing & technical queues.• Know how to deliver an exceptional customer experience while being time efficient.• For my consistent high performance the management gave me more responsibilities beside my core job so also worked as a compliance specialist and floor support.

Worked in Ameco Tech to sell the advertising program of superpages.com the online version of Verizon yellow pages.