Essam Elkhouly Email & Phone Number

Leeds, Gb

*Collaborated with Customer Support and Product teams to integrate customer feedback into product enhancements. * Led projects to unify the user experience across platforms and devices for consistent usability. * Trained Customer Support teams on new products and features to benifet retention rate. * Handled escalations, resolving root issues through cross-functional collaboration. * Analyzed user data to evaluate the performance of new features and drive improvements. *… Show more *Collaborated with Customer Support and Product teams to integrate customer feedback into product enhancements. * Led projects to unify the user experience across platforms and devices for consistent usability. * Trained Customer Support teams on new products and features to benifet retention rate. * Handled escalations, resolving root issues through cross-functional collaboration. * Analyzed user data to evaluate the performance of new features and drive improvements. * Developed and executed testing strategies to address bugs and ensure product quality before launch. * Assessed product functionality and compliance with design standards and customer requirements. Show less

Dubai Media City, Dubai, United Arab Emirates

-Leading customer service department, managing KPI and customer feedback Daily / Monthly reports.-Conducting service presentation and delivering CRM training for partners in MENA Region and Pakistan. -Utilize user feedback and insights from all channels to assist product management setting development priorities to reach service improvement.-Assisting QA department with replication scenarios to isolate bugs reported by customers.-Developing strategies to reduce SLA time by… Show more -Leading customer service department, managing KPI and customer feedback Daily / Monthly reports.-Conducting service presentation and delivering CRM training for partners in MENA Region and Pakistan. -Utilize user feedback and insights from all channels to assist product management setting development priorities to reach service improvement.-Assisting QA department with replication scenarios to isolate bugs reported by customers.-Developing strategies to reduce SLA time by building a communication bridge between teams.-Doing relevant Business Analysis on Customer Services Performance and infrastructure tools and design solutions accordingly.-Working in conjunction with Marketing and business development in executing and managing the launch of Special Promotional Campaign Programs with key market partners such as Cobone, Ooredoo & Orange.-Interviewing new agents and training them from starting date.-Monitor calls, E-mails and social media communications for accuracy of the information and high level customer support.-Ensuring compliance standards and principles are implemented for the CS teams for quality assurance and service excellence within delivered projects and customer touch-points including all new processes and polices, operating frameworks and guidelines.-Managing the proactive response process where customer streaming is monitored round the clock to ensure any service issues are identified and resolved ahead of customer contact. This includes proactively calling customers and informing them of any known issues and advising them of solutions in real-time. -Investigating and solving customers' problems which might be complex or long-standing tickets that have been passed on by team members.-Leading outbound telesales and retention team including sales incentive schemes, customer segmentation , call scripts, training, call scheduling.-Plan and monitor monthly schedule ensuring adherence and attendance are done properly to provide 24/7 support. Show less

Dubai, United Arab Emirates

-Leading Customer service department and managing KPI reports, product discussion meetings with management and other departments.-Developing strategies to reduce SLA time by building a communication bridge between teams.-Interviewing new agents and training them from starting date.-Monitor calls , emails and social media contacts for accuracy of the information-Doing relevant Business Analysis on Customer Services Performance and infrastructure tools and design solutions… Show more -Leading Customer service department and managing KPI reports, product discussion meetings with management and other departments.-Developing strategies to reduce SLA time by building a communication bridge between teams.-Interviewing new agents and training them from starting date.-Monitor calls , emails and social media contacts for accuracy of the information-Doing relevant Business Analysis on Customer Services Performance and infrastructure tools and design solutions accordingly.-Delivery of coaching to agents on calls, emails and social media performance.-Ensuring the agents deliver a high level of customer service.-Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.-Ensuring compliance standards and principles are implemented for the CS teams for Quality Assurance and Service Excellence within delivered projects and customer touch-points including all new processes and polices, operating frameworks and guidelines. Show less

Dubai Media City, Dubai Emirate, United Arab Emirates

-Handling all CS manager tasks in absence of a manager from KPI reports, product discussion meetings with management and other departments.-Developing strategies to reduce SLA time by building a communication bridge between teams.-Interviewing new agents and training them from starting date.-Monitor calls , emails and social media contacts for accuracy of the information-Delivery of coaching to agents on calls, emails and social media performance.-Ensuring the agents deliver… Show more -Handling all CS manager tasks in absence of a manager from KPI reports, product discussion meetings with management and other departments.-Developing strategies to reduce SLA time by building a communication bridge between teams.-Interviewing new agents and training them from starting date.-Monitor calls , emails and social media contacts for accuracy of the information-Delivery of coaching to agents on calls, emails and social media performance.-Ensuring the agents deliver a high level of customer service.-Working in QA for testing the services over different devices during product launch.-Handling customer's technical issues closely with NOC team to investigate and solve issues.-Answering all customers’ inquiries and questions about using the service and subscriptions via Email, Calls, Twitter and Facebook.-Outbound telesales campaigns along assisting marketing team to grow up with subscribers’ numbers and spread the service along the MENA Region.-Working as an Interface platform between users and delivery companies to ensure subscription vouchers delivery within 48 hours world widely.-Assisting billing department to ensure all subscribers are charged properly to avoid complaints before it happens using different billing systems. Show less

Dubai

 Answering customer’s inquiries about online shopping and all related inquires. Handling consumer rights escalations, department of economic development and ministry of economics. Working closely with the Logistics department to solve problematic orders, create AWB numbers, delays, pending shipments, second confirmation and cancellations. Resolving complaints and warranty cases in accurate and professional manner. Update customers and following up on daily basis to assure… Show more  Answering customer’s inquiries about online shopping and all related inquires. Handling consumer rights escalations, department of economic development and ministry of economics. Working closely with the Logistics department to solve problematic orders, create AWB numbers, delays, pending shipments, second confirmation and cancellations. Resolving complaints and warranty cases in accurate and professional manner. Update customers and following up on daily basis to assure their satisfaction. Providing quality responses to customer contacts in person , Telephone , E-mails, online chat and social media. Monitoring fraudulent activities on the website. Handle cold calls by efficient way and positive action. Show less

Bachelor'S Degree, Quality Control Systems And Productions

● Observing production lines and maintaining the levels of quality in all industrial fields. ● Reduce the rate of defective products.

Technical Diploma, Computing And Information Systems

● Operating systems, Internet and multimedia, networks and protocols . ●Electrical engineering, Engineering drawing, Control systems.