Ibrahim Mokhtar work email
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Ibrahim Mokhtar personal email
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* Experience -Over 14 years of experience in customer service and experience, including:-Raya CC, Etisalat, Vezeeta, and TMG-Evaluating and managing teams' development and improvements according to the teams' KPIs.-Ensuring commitment to FCR (First Call Resolution) for all customer-facing personnel by developing consistent feedback and follow-up procedures.-Recruiting and training customer service and tele sales specialists, resulting in improved sales targets despite the COVID-19 pandemic.-Establishing business processes, procedures, and policies.-Establishing operational processes for quality and workforce management.*Achievements:-Successfully establishing two call centers from scratch in different countries.-Achieving the highest results in Etisal, Vezeeta, Lava, Icon Code, and TMG.-Promoting over 100 team members.-Planning and executing seven projects from scratch in different industries, including information technology, healthcare, and mobile.-Improving and maintaining the process of managing the operations of customer service and experience.-Building root cause analysis for repetitive customer complaints to improve customer satisfaction and find better alternatives to minimize complaints.-Maintaining department performance in line with agreed SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).-Maintaining a high degree of service level by supporting the schedule planning team with forecasts to optimize staffing utilization.-Managing staffing needs through recruitment activities in collaboration with the HR department.-Improving and maintaining the process of managing customer service, and call center operations.-Ensuring consistency within the team through coaching, mentoring, one-on-ones, and performance reviews. Implementing and following through with necessary disciplinary actions.-Creating cost-benefit analyses for billing and collection activities to enhance the marginal return of any additional projects.-Planning interviews for new candidates with the HR department after providing them with the requirements.-Reviewing daily, weekly, and monthly performance reports, discussing expectations, and suggesting corrective actions.*Certifications:-COPC certified-Fundamentals of digital marketing certified
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Customer Operations ManagerOrion Services Jan 2024 - PresentCairo, EgyptAdvising the company-wide Customer Success strategy, ensuring “strategy” is part of the team’s scope of responsibility, so they don’t lose sight of customers and their goals.Managing account setup, maintaining accounts, overseeing or directly facilitating implementation.Collaborating with relevant team members (sales, account managers, CSMs, product managers, and others) to deliver custom implementation plans for each account.Overseeing execution, technical… Show more Advising the company-wide Customer Success strategy, ensuring “strategy” is part of the team’s scope of responsibility, so they don’t lose sight of customers and their goals.Managing account setup, maintaining accounts, overseeing or directly facilitating implementation.Collaborating with relevant team members (sales, account managers, CSMs, product managers, and others) to deliver custom implementation plans for each account.Overseeing execution, technical integrations, and ensuring the quality of the products / services delivered during onboarding, implementation, and beyond.Working with the customer success team to ensure customers receive value and a high ROI from the products / services they’ve purchased.Reviewing customer technical issues and working with other technical CS team members to solve them.Meeting customers to review technical setup & implementation on-site (where applicable).Overseeing account metrics and analytics and aiding with, or creating, reportsPlanning customer lifecycles and setting the correct reachout process, including time of reach out, channels, and touchpoints, and enabling the success of the CS team.Conducting risk management analysis for all clients.Cross-functional team management, compensation management, and contributing to decisions regarding team structures.Implementing and managing CS software and CS Ops activities and keeping systems updated Show less -
Call Center ManagerOrion Services Jan 2023 - Dec 2023Cairo, EgyptDevelop objectives for the call center’s day-to-day activitiesConduct effective resource planning to maximize the productivity of resources (people, technology etc.)Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)Assume responsibility of budgeting and tracking expensesHire, coach and provide training to personnel to maintain high customer service standardsMonitor and improve ordering, telephone handling and… Show more Develop objectives for the call center’s day-to-day activitiesConduct effective resource planning to maximize the productivity of resources (people, technology etc.)Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)Assume responsibility of budgeting and tracking expensesHire, coach and provide training to personnel to maintain high customer service standardsMonitor and improve ordering, telephone handling and other proceduresEvaluate performance with key metrics (accuracy, call-waiting time etc.)Prepare reports for different departments or upper management Show less
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Head Of Customer CareIcon Code Egypt Jul 2019 - Nov 2022Cairo, Egypt• Establishing call center department from scratch in Egypt and KSA in parallel by following the below1- Infrastructure (VOIP system, Hosting, firewall, Floor area)2- Internal CRM integrated with VOIP system3- Arrange with service providers for all requirements (Hotline - Headsets - Autobots - Social media modiration systems) Etc... • Evaluate and manage teams' development and improvements and that according to the stand of the teams to KPIs.• Ensure commitment to FCR for… Show more • Establishing call center department from scratch in Egypt and KSA in parallel by following the below1- Infrastructure (VOIP system, Hosting, firewall, Floor area)2- Internal CRM integrated with VOIP system3- Arrange with service providers for all requirements (Hotline - Headsets - Autobots - Social media modiration systems) Etc... • Evaluate and manage teams' development and improvements and that according to the stand of the teams to KPIs.• Ensure commitment to FCR for all customer facing personnel by developing consistent feedback and follow up procedures• Recruited and trained Customer service and tele sales specialists.• Establishment of business processes, procedures and policies• Establishment of operation process, Quality & Work Force Show less -
Pl Country ManagerLava International Limited Apr 2019 - Jul 2019Egypt• Manage and oversee staff (Managing staff and supervising project analysts and others within the company)• Increase productivity (Analyse data and reports to find ways to increase productivity by extension, company profits) -
Business Analyst ManagerLava International Limited May 2018 - Jul 2019Misr Al-Qadima, Cairo Governorate, Egypt• Data driven (Provide strong decision support and robust recommendations to business owners based on data-driven analysis, executing high-profile analysis and delivering data narratives across business groups)• Increased productivity by 92% by developing automated macros to input state mandates and load benefits.
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Billing And Collection ManagerVezeeta.Com Dec 2016 - May 2018Cairo Governorate, Egypt• Enhancing the collection rate from 28% to 85% per month• Cut total delinquency from 50.1% to 10.2% while the portfolio shrank by L.E 1.5 M in 4 months. Also decreased 15 - 89 days past due down to .96%. -
Call Center ManagerVezeeta Apr 2014 - Dec 2016Cairo• Evaluate and manage teams' development and improvements and that according to the stand of the teams to KPIs • Maintaining a high degree of Service level by supporting the schedule planning team with the forecasts to apply better utilization of staffing.• Prepares and analyses accounts receivable reports, weekly and monthly financial reports, and insurance contracts in concert with the Practice Administrator. Collects and compiles accurate statistical reports
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Call Center Team LeaderEtisal International Co Jun 2010 - Mar 2014Abbasia1. Meet expectation and time line successfully with Efficiency and effectiveness2. Leading more than 300 customer service representatives in the same time during the above-mentioned period with the below duties 3. Improve team performance, professional behaviours, attitude, quality, customer satisfaction, system knowledge, processes, procedures and time management and update them knowledge in Different fields that my responsibly an achievement was:• Gaining Best Team… Show more 1. Meet expectation and time line successfully with Efficiency and effectiveness2. Leading more than 300 customer service representatives in the same time during the above-mentioned period with the below duties 3. Improve team performance, professional behaviours, attitude, quality, customer satisfaction, system knowledge, processes, procedures and time management and update them knowledge in Different fields that my responsibly an achievement was:• Gaining Best Team Leader Award Two Quarters Event • Represent Etisal in many workshops for any updates with Etisalat Management • Creates many forms for tracking performance daily, weekly, monthly & yearly and till now it’s used & on going• Acting as supervisor from May 2013 till Mar 2014, managing 5 teams Show less -
Call Center AgentRaya Contact Center Jun 2007 - Jun 20106 OctoberCall centre agent (McDonalds & AWB bank) Raya contact centre, Egypt, Cairo
Ibrahim Mokhtar Skills
Frequently Asked Questions about Ibrahim Mokhtar
What company does Ibrahim Mokhtar work for?
Ibrahim Mokhtar works for Orion Services
What is Ibrahim Mokhtar's role at the current company?
Ibrahim Mokhtar's current role is Customer Operations Manager.
What is Ibrahim Mokhtar's email address?
Ibrahim Mokhtar's email address is ib****@****ive.com
What skills is Ibrahim Mokhtar known for?
Ibrahim Mokhtar has skills like Call Centers, Team Leadership, Customer Experience, Team Management, Troubleshooting, Customer Service, Management, Teamwork, Leadership, Customer Satisfaction, Customer Retention, Service Delivery.
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