Hatem K. Email & Phone Number

Giza, Eg

Cairo, Egypt

- Responsible for managing, training and developing more than 350 employees whohandle cash in 54 branch. - Solving and investigating customer's long-standing or complex problems passed on by the Cashier department. - Develop a growth strategy focused both on financial gain and customer satisfaction.

Cairo, Egypt

- Oversee installation and delivery services: Manage and coordinate the installation of air conditioning units and The delivery of products to customers' homes, ensuring timely and efficient completion of projects. - Customer satisfaction: Build and maintain strong customer relationships through exceptional service. - Resolve customer inquiries and complaints promptly and effectively. - Team leadership: Recruit, train, and supervise a team of skilled technicians and delivery personnel. - Service quality: Develop and implement quality control measures to ensure that all services, including installation and delivery, meet company standards.- Process improvement: Continuously seek ways to improve service efficiency, reduce costs, and optimize delivery routes. - Performance metrics: Track key performance indicators (KPIs) and report on service performance

Cairo, Egypt

*Strategy Development: Creating comprehensive customer service strategies for the entire company, including setting quality standards and goals. * Team Building: Building and training customer service teams across all branches, developing their skills in customer interaction and problem-solving. * Quality Assurance: Ensuring consistent, high-quality customer service delivery across all branches and conducting regular performance evaluations. * Problem Resolution: Handling customer complaints and issues, finding effective solutions. * Performance Analysis: Analyzing the performance of the customer service team, identifying strengths and weaknesses, and suggesting improvements. * Cross-Departmental Collaboration: Coordinating with other departments in the company, such as marketing and sales, to ensure customer needs are met. * Leading Change: Driving change in the company culture towards a customer-centric focus and promoting the importance of excellent customer service.

Egypt

 Analyze existing and potential markets to identify and secure business development opportunities.  Conducting marketing research to identify industry trends and commercial opportunities.  Build long-term relationships with new clients.  Implement new procedures or operational changes Ensuring company branding is implemented via various communication channels/material.  Responsible for creating and implementing effective business plans to growth sales revenue  Develop a growth strategy focused both on financial gain and customer satisfaction. Maintains high-level of customer loyalty and builds trust and integrity.

Giza, Al Jizah, Egypt

 Support the director in all their duties and effectively carry out assigned responsibilities. Assist in strategic business planning and analysis. Implement new procedures or operational changes. Help facilitate clear and consistent communication between departments. Issuing refunds or compensation to customers. Meeting with other managers to discuss possible improvements to customer experience. Organize promotional and marketing campaigns to create awareness and product publicity. Direct and coordinate the customer service operation managers to ensure clients are tended appropriately in line with set customer service standards. Provide periodic reports to the CEO on all after-sales activities. Increase customer retention.

Egypt

 Defined and integrated roles, responsibilities, and processes for the business team and data management organization. Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones. Reviewed and edited all training materials for accuracy and company policy compliance. Collected data and performed customer needs analysis. Supervised team duties related to decision support and business intelligence for business users. Developed departmental systems and procedures to better align workflow processes. Streamlined operational efficiencies by delivering recommendations for knowledge-based processes and procedures. Identified key products, services, and customers and used data to devise innovative sales and marketing plans enabling dramatic growth. Capitalized on industry and marketplace trends to strategize solutions and enhance business operations.

Giza, Al Jizah, Egypt

 Develop objectives for the call center’s day-to-day activities. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service. Engaged in continuous learning and development opportunities to promote continued performance improvement. Conferred with customers about concerns with products or services to resolve problems and drive sales. Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Cairo, Egypt

 Solving and investigating customer's long-standing or complex problems passed on by the customer service. Visiting customers for the provision of one-to-one service and developing complaints or feedback procedures for the use of § customers. Issuing compensations or refunds to customers and maintaining accurate and timely records of correspondence or discussions with the customers. Supervising customer service teams, learning about the products or services of the organization, and following up to date with modifications. Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process. Developing customer service standards, policies, and procedures for the organization or department. Analyzing data or statistics to identify the customer service level, the organization is providing. Handling and resolving all Consumer Protection Agency (CPA) customer's complaints. Reviewed overdue tickets and followed-up with customer support personnel to resolve the root cause of the delay.

Cairo, Egypt

 Providing advice and help to customers using the products or services of the organization. Supervising customer service teams, learning about the products or services of the organization, and following up to date with modifications. Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process. Developing customer service standards, policies, and procedures for the organization or department. Developing customer service procedures, policies, and standards for the organization or department. Reviewed repeated issues within operations and business management to solve problems and improve company outcomes. Collected customer feedback and made process changes to exceed customer satisfaction goals.

United Arab Emirates

• Created team rotations to man center effectively during peak hours.• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.• Developed all process controls and metrics for daily management of Call Center.• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.• Executed Monthly Performance Plans with representatives to identify production gaps.

United Arab Emirates

• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.• Prioritized team and individual goals to effectively achieve business objectives.• Communicated frequently and openly to motivate team members and drive goal achievement.• Assisted in training, motivating, and coaching team members to meet required center goals.• Provided knowledge and resources to prepare each team member for success and top performance.• Developed knowledge of products, processes, and call center trends to provide recommendations for improved customer experience.• Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.• Oversaw call-monitoring, coaching, performance, and corrective action for all team members.• Adhered to company policies and scripts to consistently achieve call-time and quality standards.• Educated customers on company systems, form completion, and access to services.