Hesham Hamada Email & Phone Number

مصر

• Follow up all Operation Call Center Voice • Ensuring correct processes, proper execution of customer experience• Follow all CRM View to make reports and analyze data to achieve maximum benefit , reporting all issue and find solutions• Modifying some policies in line with customer satisfaction• Work under pressure to achieve the desired goals • Conducting Meeting with all Stakeholders to review the internal process to accelerate solving for better customer experience• Reviewing all QA attributes and Severity to make sure its correlation between voice of Customer and company• Working to enhance and develop all tasks• Developing human resources and giving opportunities for innovation to team• Provide support to all other departments with customer service and related issues• Tracking and escalated all fraud cases• Communicate with all departments to achieve maximum benefit and work on permanent development• Communicating with call center regarding training, cascading new product information• Working on all pending tickets to accelerate its Solving• Solve all SuperPay Retailers Issues and make daily • Analysis Voice of customer and their concerns to share it with all stakeholders • Establishing a weekly meeting with customer service employees to take their opinions about the work method and obtain their opinions and suggestions to implement what is correct to apply

• Follow up all Operation Call Center Voice (Retail, Consumer and My Fawry).• Ensuring correct processes, proper execution of customer experience• Follow all CRM View to make reports and analyze data to achieve maximum benefit , reporting all issue and find solutions• Modifying some policies in line with customer satisfaction• Work under pressure to achieve the desired goals • Conducting Meeting with all Stakeholders to review the internal process to accelerate solving for better customer experience• Reviewing all QA attributes and Severity to make sure its correlation between voice of Customer and company• Working to enhance and develop all tasks• Developing human resources and giving opportunities for innovation to team• Provide support to all other departments with customer service and related issues• Tracking and escalated all fraud cases• Communicate with all departments to achieve maximum benefit and work on permanent development• Communicating with call center regarding training, cascading new product information• Working on all pending tickets to accelerate its Solving• Solve all Fawry Retailers Issue and make daily follow up with them ,Close all retail tickets after ensuring the problem or requests are fulfilled• Analysis Voice of customer and their concerns to share it with all stakeholders • Establishing a weekly meeting with customer service employees to take their opinions about the work method and obtain their opinions and suggestions to implement what is correct to apply

Etisal internationalTeam Leader Feb 2019— Feb 2022• Leading by example, setting targets and motivating team members• Assisting clients in resolving issues and complaints concerning purchased products• Monitoring Agents calls• Set clear team goals and KPIS • Delegate Tasks and set project deadlines • Discover training needs and provide coaching• listen to team members’ feedback and resolve any issue• Monitoring team performance and providing constructive feedback• Leading by example, setting targets and motivating team members• Tracking weekly, monthly, and quarterly performance to highlight if performance • Create & inspiring the future vision.• Motivate peoples to engage with that vision.• Manages delivery of the vision.• Coach & builds the team to be able to achieve the vision.• Understanding The Needs and characteristics of the post• Communicating.• Knowing and using the resources of the Group.• Planning.• Controlling Group Performance.• Setting the example.• Evaluating.• Counseling.• Effective Teaching.• Representing the GroupSupport Team March 2018 — Feb 2019• Assist and teach new agents• Tracking new agents performance and make audit for all their tickets • Reduce the duration of them calls provide assistance during the call• Met with them on daily base to review them calls and correct the errors and explain new topics• Taking Customers escalations on the spot and resolving their problems Call Center Etisalat Agent Oct 2017 — March 2018• Handling all incoming calls of the call center • Providing best possible service customers to achieve highest level of customer satisfaction• Handling and solving all customers inquiries, requests and complaints • Achieved my target • Maintained improved call quality• Attended a lot of meeting with old agents and leader to benefit from their experience