Marwa Hamdy Email & Phone Number

Cairo, Egypt

Cairo, Egypt

Cairo, Egypt

Egypt

Quality Improvement Function Main Responsibilities: Define, communicate, and train quality standards that improve the customer and agent experience Compile and track quality performances at team and agent level and provide actionable trend data Define customer touch points to identify customer impacting procedures, actions and trends Define and implement strategies to improve customer experience Use a consultative approach with internal business partners to help them solve business problems with quality and customer experience data Coordinate and facilitate call calibration sessions for the concerned parties Ensure knowledge and process best practices are implemented and followed Identify opportunities to drive performance improvement via process enhancements Identify and share more creative, efficient and effective ways to promote quality and quality initiatives throughout the organization Inspire and manage a team of Quality Improvement specialists and trainersTraining Function Main Responsibilities: Ensuring strategic alignment of the training department with business goals Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance Identifying training needs Developing and delivering training solutions that meet business needs Optimizing training processes for efficiency Selecting and managing resources, including working with both internal employees and trainingvendors to develop and deliver training Managing the technologies and technical personnel required to develop, manage and deliver training needs through the call monitoring, mystery shopping certification process and deliver needed training programs

Cairo Governorate, Egypt

Contact Centre Function: • Establish an in-house global contact centre from scratch that is responsible for answering all the customers’ requests through various channels (Social Media, Calls, e-mails and In-App support)• Hire and train the contact centre staff• Create efficient processes that help our customers and the business• This contact centre supports all the company services globally as we now handle requests from Kuwait, Egypt, Bahrain, Uganda, Jordan and Lebanon.• Go in all the procedures of getting the contact centre to be one of the service outsourcing providers locally and offshore.• Monitor and evaluate the call centre performance as well as the quality of service provided to our customers• Review the daily call centre operations reports and the monthly quality presentations• Attend the quality calibration session as a reference• Organize and attend the monthly meeting with the call centre outsourcing provider representatives as well as the QBR.• Follow up on the new and escalated cases from the call centre• Review and update the call centre process • Provide the call centre team with the product knowledge updates as well as give them training on it• Forecast and decide if the work load needs new agents to hire and this will happen in two cases, calls traffic increase or call centre scope change.Analysis Function:• Handle proactive monitoring of all systems and take the necessary actions• Issue weekly, bi-weekly and monthly analysis presentations and generate from these analysis action plan to follow up on the service enhancement• Consolidate and follow up on the department’s KPI’s achievement

Call Center: • Monitor and evaluate the call center performance as well as the quality of service provided to efinance customers• Review the daily call center operations reports and the monthly quality presentations• Attend the quality calibration session as a reference• Organize and attend the monthly meeting with the call center outsourcing provider representatives as well as the QBR.• Follow up on the new and escalated cases from the call center• Review and update the call center process • Provide the call center team with the product knowledge updates as well as give them training on it• Forecast and decide if the work load needs new agents to hire and this will happen in two cases, calls traffic increase or call center scope change.Analysis function:• Issue weekly, bi-weekly and monthly analysis presentations and generate from these analysis action plan to follow up on the service enhancement• Issue a weekly analysis report for the After Sales department including its three sub-divisions, Call Center, Service Desk and Accounts Management.• Issue all the After Sales department’s presentations • Consolidate and follow up on the department’s KPI’s achievementQuality Assurance:• Provide risk/issue management assistance to the management teams and identify improvement opportunities for a simplified and efficient service.• Facilitate risks and issues reviews ensuring that mitigation activities are identified, planned, managed and closed.• Develop and review audit and control processes to facilitate optimal service performance and operational integrity.• Coordinate the adherence of the department to the quality standards• Maintain and coordinate all business processes with the departments, ensuring each process has an identified owner, sponsor, appropriate measurements and regular performance reviews to improve effectiveness and efficiency.• Coordinate and support internal and external audits• Obtain and maintain ISO 9001 and ISO 27001

Egypt

Egypt

Egypt

After 3 months working in DHL, I was able to plan for achieving the department targets and I submitted a plan of how to double our numbers. DHL regional management sent a committee to review my plan and when they were sure that we can do it they promoted me and didn't assign a supervisor for me as I was acting as the e-Commerce Supervisor. This year we doubled the numbers as per the plan.

Egypt

Customer Service Department:• Monitor and control the E-Com department performance.• Selling and marketing all the DHL E-Tools.• Conducting trainings to the DHL customers on the E-Tools.• Generate weekly and monthly KPIs reports.

Quality Assurance Executive and Trainer: Quality and Training Department:• Responsible for 5 projects: General Motors for Gulf (Sales and After Sales Team), HTC German(Technical Support Team), 3M (Marketing Team), Bank of Alexandria (Sales and Customer Care Team), Raya Distribution (Sales and After Sales Team) and the QAE and the Trainer for Orascom HD Project.• Monitoring calls and scoring them• Testing the knowledge of the agents by conducting the monthly quiz• Conducting a weekly and monthly calibration• Generate weekly and monthly reports and data accuracy reports • Check the client reports before sending them to our clients• Achieving the Customer Satisfaction Survey on daily bases

International Account Representative–German Agent:Operations Department: • Member of the DELL Windows Vista Upgrade Program Customer Service Team for Germany, Austria, and Switzerland.• Assist, answer, and guide customers inquiring about the Vista Upgrade Program. • Handle customers who are facing difficulties in receiving their Upgrade Kits. • Reply to all Emails regarding the Vista upgrade program.• Conduct daily reports of escalations to team leader.

Master Of Business Administration - Mba, International/Global Studies

Licentiate Degree, German Language And Literature, Good

Studied German language as my major and Italian language as my minor

Licentiate Degree In German Language, German Language And Literature