Ghada Eldesouky Email & Phone Number

Cairo, Cairo Governorate, Eg

Cairo, Egypt

Egypt

Dokki

• More than 19 years’ successful experience in customer service and support with recognised strengths in account maintenance, problem-solving and trouble-shooting, sales staff support and planning/implementing proactive procedures and systems to avoid problems in the first place.• Possess solid computer skills.• Excellent working knowledge using Microsoft office• Ability to train, motivate and supervise customer service employees.• A team player, acknowledged as “Total Quality… Show more • More than 19 years’ successful experience in customer service and support with recognised strengths in account maintenance, problem-solving and trouble-shooting, sales staff support and planning/implementing proactive procedures and systems to avoid problems in the first place.• Possess solid computer skills.• Excellent working knowledge using Microsoft office• Ability to train, motivate and supervise customer service employees.• A team player, acknowledged as “Total Quality Customer Service Professional.”• Develop plans, conduct audits and variance analyses for improvements within my department • Ensure effective dissemination of relevant information to employees• Ensure coaching and feedback is focused on the key accountabilities of customer satisfaction and business results.• Developed Support line policies and processes internally and interdepartmentally that drastically reduced potential problems• Launched the Major account Desk within Customer Service.• Proactive planning led to notable increase in morale in all departments.• Developed the skills of the Support line and the Major Account teams• Shared in the training of regional staff • Launched the Special Services department within Customer Service • Supported Libya staff member to develop and establish a well-organized Customer Service Centre following the up to date standards and best practice established in TNT Customer service Centers.• Trained Libya staff on Customer Service systems, procedures & process.• Developed specialists to handle import and export queries on process as well as clearance.• Defined and communicated the functions of the FL,SL and the Major account.• Defined the workflow between Libya staff members and Egypt team.• Set a uniform customer correspondence for Libya staff that is marketing developed and legally approved.• Certified as internal auditor. . Show less

• Worked with one team representing 11 Customer Service representatives as direct reports. • Built and maintained a strong Customer Support Line team • Acted as a focal point of escalation for dissatisfied customers• Handled hard cases.• Held the Responsibility of Customer Correspondence • Monitored staff performance and coached for development • Ensured regular refreshment training for staff to enhance performance • Planned resources and ensured that schedule is… Show more • Worked with one team representing 11 Customer Service representatives as direct reports. • Built and maintained a strong Customer Support Line team • Acted as a focal point of escalation for dissatisfied customers• Handled hard cases.• Held the Responsibility of Customer Correspondence • Monitored staff performance and coached for development • Ensured regular refreshment training for staff to enhance performance • Planned resources and ensured that schedule is adhered to • Positioned the Support Line as the centralized point of contact for after sales maintenance. Show less

• Proactively took actions, where applicable, to solve service issues.• Ensured that resolution met customers and business needs.• Applied Service Recovery, where appropriate, in line with customer expectations and company policies.• Complied with all relevant policies and procedures• Acted as the voice of the customers where proactively raised issues and challenges to management team for continuous improvements

Master Of Business Administration - Mba, Business Administration And Management, General, Excellent ( 2015-2016)

Bachelor'S Degree, Accounting

Good