Emad Sayed Email & Phone Number

Cairo, Egypt

• Formulating the Customer Service strategy to boost CSAT and aligning it with the company's OKRs.
• Driving Voice of Customers (VOC) initiatives and providing senior leadership with customer feedback, data, and insights.
• Enhancing the overall customer experience across all touchpoints.
• Collaborating with cross-functional teams and leadership to prioritize and address customer pain points and opportunities.
• Driving, monitoring, and engaging stakeholders to ensure the implementation of action plans that drive overall customer satisfaction.
• Managing the overall service delivery operations across the service management platform to ensure compliance with SLAs and quality standards.

✅ Help small and medium companies improve their customer satisfaction and find and fix process gaps.✅ Build the customer service department from the ground up.✅ Diagnose weak points and process defects that lead to customer dissatisfaction (Customer journey enhancement).✅ Implement customer feedback systems to continuously improve service quality.✅ Train.

Qesm El Maadi, Cairo, Egypt

• Lead a team of 10 support and tech agents to assist customers in resolving technical and other issues
• Coordinate with product tech teams to identify and report technical issues and bugs affecting customer experience
• Serve as the point of contact (POC) for collecting and delivering technical issues to product tech teams for resolution
• Monitore and tracke technical issues to ensure timely resolution and customer satisfaction
• Conduct regular team meetings to discuss progress, share best practices, and identify areas for improvement
• Manage team performance and provide coaching and feedback to improve technical and customer service skills

Cairo, Egypt

🚚About Trella:- Trella is a YC-backed technology company that connects shippers to carriers in the widely fragmented freight industry with a mission to induce structure. 📑 Projects/Achievements​:- Successfully implemented a Customer Satisfaction (CSAT) process at no additional cost, resulting in a satisfaction rate of 4.9 out of 5 within three months..

Abu Rawash, Km28, Cairo Alex Road

• 📋 Achievements:- ✅ Launch “Courier care program” which work via selecting the lowest 10% couriers performing and have coaching sessions and 1:1 meetings to improve their performance on monthly basis, which results in.
• Maintaining a safe work environment by identifying and addressing safety opportunities
• Managing and training a team of 40 associates to deliver high-quality customer service
• Ensuring that customer orders were fulfilled according to quality and safety guidelines
• Communicating critical shift information to management and operators
• Adjusting labor allocation to meet and exceed plans and forecasts

Dubai, United Arab Emirates

Boxit4me is a startup that was founded in 2019 and it works like Shop&Ship the Aramex company (Delivery and Logistics)My responsibilities domain,Customer Experience improvement - Client Management - Process enhancing - People management - Service delivery - Operational Excellence - Customer relationship

Vodafone Square, Second 6th Of October, Giza Governorate

• Achievements;-I successfully increased the number of resolved Service Requests (SRs) from 2000 to 2800 within three months. Additionally, I was able to improve the team's Net Promoter Score (NPS) by 30% within four.
• As the manager of a team of 17 Incident Management Team members, I was responsible for:
• Achieving a target number of SR cases on a monthly basis (Tech issues 2nd Line)
• Training and mentoring team members on the Vodafone way and helping them meet their monthly KPIs
• Using the GROW coaching model to support team development and goal attainment
• Establishing a shared vision for the team and effectively communicating it

• Answer Tech Reps Questions,
• Deliver Tech knowledge training to new joiners and help them get on track.
• Assess the need of the customer
• Report FAQs from the Tech Reps and help in getting answers and insights.
• Represent Vodafone in the most professional manner
• Help in solving complicated Tech issues and advice on best practices.

• Reporting defects in the CRM system and creating service requests to resolve them
• Managing customer accounts on the CRM, including recording and updating account information
• Resolving customer issues with products or services by clarifying their complaints, identifying the root
• cause of the problem, selecting the best solution, and following up to ensure resolution
• Processing customer adjustments and maintaining financial accounts
• Analyzing customer needs and recommending potential products or services to management

Maadi Technology Park

• Atheeb Project (Software - Internet - Tech Support - LTE)
• Led a team of tech support representatives
• Provided assistance to customers in resolving their tech and internet-related issues
• Managed team's performance and ensured timely resolution of customer issues
• Trained and coached team members to improve their technical skills and customer service
• Collaborated with other departments to improve the overall customer experience

Maadi Technology Park

• Resolved customer tech issues through phone and email support
• Coordinated with on-ground tech representatives to ensure efficient and effective service delivery
• Maintained open communication channels with on-ground tech reps to address customer issues and provide timely updates
• Utilized problem-solving and troubleshooting skills to assist customers with technical issues
• Followed established procedures and guidelines to ensure consistency in service delivery

Cairo, Egypt

Customer Support.