Heba Kamal Email and Phone Number

A-Campaigns & Communication :Frame the detailed Communication strategy following the company direction & Rresponsible for (outbound & inbound) channels Identify areas for Customer Experience Improvement &determine if new functionality is needed Drive the evaluation of existing base management tools & systems Ensure that campaigns are efficiently having the right channel mix Ongoing Creation, implementation & maintenance for communication marketing frameworks with the same speed of the changes in the ( market/company)Building a formal communication channels with customer segments owners to understand their key milestones to support in achieving their KPI’s Key factor in gaining an annual revenue across all activities / all channels High level review of all proposition carried out by the Strategic Product Owners and advise of Base Management implications Make sure that campaign team is the only focal point of customer contact activity (across all channels, Ensure that customer contacts are based on the agreed plans, and within the standards, rules and framework of customer experience (Frequency, Content)Responsible for the satisfaction & NPS related to ongoing information.B-Capabilities& ReportingDefine & manage the level of investment framework to be used in the allocation and optimisation area budget. Provide the direction for investment plans related to capabilities (annual OPEX and CAPEX Define the Next year plan for enhancing all communication channels & capacitiesDrive the evaluation of existing base management tools, capabilities & systems management Enhancing the current used capabilities by highlighting all areas of improvement and seeking for its immediate resolution.Provide consultancy to the business where appropriate to assist in delivering the strategic objectives (via base management capability additions or changes)

Manage & decide which campaigns will be processed across all channels, based on Profitability & Importance to the strategic goals.Manage the relationship with the product and proposition owners and the channels Manage & communicate one consolidated campaigns plan.Manage Change, control & update of this plan based on new or updated requests, as well as resource status to deliver the plan on time.Based on results of campaigns, propose changes and refinements to new requests (e.g. channel choice or targeting rules), prioritization of activity. Liaise with each channel to understand the medium term outbound capacity thresholds/plans, feeding this into resource and activity planning. Secure the required channel resource to support Base Management activity and during deployment of activity monitor the channel resource capacity utilization - highlighting over or under-utilization of planned resource, or unavailability of planned resource.Define, manage and gain with key stakeholders to an appropriate set of contact rules across channels and communication types.Lead the discussion and resolution of campaigns or change request conflicts and prioritization based on strategic priorities and customer experience impact of the proposed activities and changes.Determine the required resource to support a campaign and change requests and manage an overall resource plan to allocate the appropriate people and channel resource and capacityBrief teams involved in delivering the campaigns; i.e. Reporting team and brand / marcomms.Lead the campaign briefing to the appropriate channels, including execution planning and management, and act as the point of contact for channel queries before and during the campaign.Consolidate campaign requests, capturing all of the required information to allow for inclusion of the activity within the plan (and therefore team and channel resource can be allocated to support and de-liver on time)

 Manage all the retention propositions & activities aiming reducing the churn rate across all the Segments ( international, Postpaid, Prepaid , MI & product life cycle) Monitor the churn rate across all Customer value segments and create targeted offers. Work on Retention offers business cases through consistent monitor or the consumer behavior, gather & update relevant consumer data to upgrade customers value and usage though different Retention activities. Work with VF group to develop, test and decide on Retention solution for the network coverage com-plaints. Work on the reactive and proactive retention activities, focus on 4 main triggers (Customer behavioral changes/Competition attack & Win back). Enhancing customer Experience through all the touch points. Assuring customer satisfaction while dealing with Vodafone through eliminating the turn offs and building a new proposition which will help in retaining our customers. Work on launching the Tenure Program focusing on Tenure & Value as incentive to boost emotional empathy & loyalty within the whole base & hence entangle them with Vodafone. Develop the Churn Prevention mechanism>Work on the churn propensity model for the HVC to use the data in addressing the customer dissatisfaction reasons & working of solving it using the Value Based Proposition-VBP-. Develop NBA propositions for all product & services capitalizing data mining Models

 Nominated to build the retention team from the scratch  Manage Retention activities through different triggers “Potential customer to churn through different repots, customer complaints or referral cases” by offering them the suitable offer. Ensures efficient day-to-day performance of the retention activity through constant monitoring. Ensures that all members of the team adhere to department customer satisfaction standards and service level agreements, and assesses retention Representative performance using the area quality standard. Providing daily, weekly and monthly report showing the progress of all retention activities  Updating the VBP matrix with new creative offers to meet customer needs which helps in increasing consumer satisfaction, develop consumer loyalty and satisfaction. Getting the ROI for all the Retained Customers on Monthly bases to measure the efficiency of using the consumed budget and if it was used properly in an effective way or not. Generate weekly and monthly reports concerning the churner customers, which cover reactive and win back channels. Analyze and Asses customer behavior though the weekly reports such as the customer Usage and Services activated and deactivated to be proactive in retaining the potential churner customers. Deliver business feedback for all the involved parties concerning the different promotions, campaigns, and loyalty programs for each stage of customer lifecycle depending on segments needs to avoid cus-tomer churn. Developing new offers by which the Retention team can keep the existing potential churner customers.

 Nominated to work in the Project management to Launch many activities related to Customer care Zooming into Retention Team project Assist project stakeholders in all aspects of each project Secures management support for project scopes and goals Defines project parameters in terms of time, money, physical objectives and outside constraints Develops and manages work of project and developing project scope and schedule Communicating goals and project status with facility leadership Evaluates and provides guidance during all planning stages of all workflow including recommending options in conformance to master plan Ensures that projects are completed in compliance with Vodafone standards for quality/functionality and applicable regulatory requirements Leads and manages timely procurement for all permits required by regulatory authorities Assume other activities and responsibilities from time to time as directed. Consistently supports com-pliance and the Principles of Responsibility. Responsible for the effective coordination of all activities necessary to implement any systems. This includes managing the following project tasks.

 Nominated to renovate the Compliant team capitalizing on launching new systems-Remedy-  Managing a team of 15 agents. Responsible for monitoring, solving & escalating the daily complaints. Responsible for minimizing customer dissatisfaction reasons. Achieves internal and external customer loyalties by understanding and meeting their requirements Implement, enhance and develop process, procedures to ensure Customer delighting and achieve Customer Care KPI Assess, monitor and coach agents on monthly and regular basis for the purpose of their own devel-opment and to enable them to enhance their performance. Ability to motivate agents and deal effectively with performance issues. Ensure that all the team members are trained and aware in all systems and procedures to the required level Insure full empowerment and authority for all the team members.

 Managing a team of 14 to 16 agents Lead, manage and develop teams of staff in a high volume, high-pressure customer orientated envi-ronment. Coach, monitor and provide feedback in regular bases to enable the agents to enhance their perfor-mance. Align customer service policies & systems with the company’s objectives. Maintain and enhance the company’s standards of customer service. Ensure consistent application of policies and procedures amongst the team members. Assess agents and appraise them twice a year. Acts as 1st Level escalation point for Customer/CSR queries and complaints. Enhancing the skills of the team members and identify the weak points and work for improving their performance.  Apply the teamwork spirit between the whole team and stress on its importance.  Recognize team member for their contribution to the department and motivate them to reach the best level of performance and stress on strong points to enhance it.  Plan and organize the workflow for all tasks keeping the same level of quality.  Support the staffing and recruiting for new resources by interviewing the new candidates Evaluate the individual performance according to the performance agreement and the whole department performance and assure that we meet the service level for every task. Filing needed data and documents, for team meetings, one to ones, leaves, recognition, coaching, warning letters, and other team documents. One on ones meetings: conduct regular performance discussion with each team member to ensure that he has necessary skills and knowledge, conduct regular team meetings to discuss the work procedures. Motivate the team member using the most suitable tools for motivation to keep their high spirit and enthusiasm while handling their daily tasks. Assure healthy atmosphere of communication between team members and between the Loyalty and the other departments. Assure and guarantee safe and healthy work environment.

 Own and manage the customer relationship: resolving calls in an efficient and timely - manner. Ensure service level agreements are met and maintained. Provide internal and external customers with accurate and timely information. Mentor and support new employees. Make follow up to ensure resolving customers problems on time.