Manage all operational activities for the Consumer Segment customer care department which consists of: Contact Center, Technical Support call Center , vendor management for outsourced call centers activities, Back Office, Complaint Management, Retention, Trade line support call center, Customer Experience.Improve the current performance for the consumer customer care segment to meet the company growth phase challenges.Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.Meets all targeted levels of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Motivates, coaches, directs and assesses all managers and staff to achieve/exceed the defined departmental objectives.Undertakes effective people management, with an emphasis on resourcing, recruitment, performance appraisals, promotions, salary recommendations, career development, training and career paths.Developing feedback, surveys, or complaints procedures for customers to use.Developing customer service procedures, policies, and standards for the customer service department.Focuses on customer satisfaction by continuously measuring, managing and monitoring key Satisfaction indicators.Responsible for providing solutions to support departmental activities as well as operational risks and to identify best practices, operations, opportunities for cost reduction, and product and business development opportunities.- Leading and supervising a team of 50 customer service staff to achieve the organization’s goal.Creating monthly & weekly schedules for the contact center

•Contact person for otlob.com partners in term of signing new contracts •Provide training for external partners including proper training materials •Coordinate between different parties inside the company to make sure that new deals are up and running •Reference point for otlob.com partners in case of any problem affect the deal •Handling any problem might appear in the financial liabilities with otlob.com partners •Handle the campaigns process including signing contracts, rates , arrangement with different departments in the company to make sure that the campaign to be online on time •Provide the top management with the needed reports to measure deals success rate

To make sure that the order process cycle is running in smooth way& and that require to follow with different departments as below : Operation team: Follow up with operation team to facilitate any problems might take place Monitor cancel rate & orders AHT interact in case of any increase in it.Monitor customer feedback mails & operations team replies to make sure that we having smooth customer service communications. Make needed analysis to find the reason might cause any increase in the above elements.Participate in creating solutions might help in enhancing operation process.Content team: Follow up with content team to make sure that we have updated menus & new offers online. Participate in any solution might help in improving the content process.O menus projectTechnical team: Follow up with technical team to make sure that any bug in the portal solved ASAP including portal & mobile app in order to maximize user perceptions. Partners: To make sure that we have smooth communication channels with decision makers.Follow up any campaign might take place ending with having it online at otlob.com.Receive any feedback regarding the offered service and deal with it according to its priority. To make sure that deals with our partners having its smooth way through different departments.Increasing the digital routing module in the listed restaurants at otlob.com.• Provide training for external partners including proper training materials • Coordinate between different parties inside the company to make sure that new deals are up and running • Reference point for otlob.com partners in case of any problem• Handling any problem might appear in the financial liabilities with otlob.com partners • Handle the campaigns process including signing contracts, rates , arrangement with different departments in the company to make sure that the campaign to be online on time • Provide the top management with the needed reports to measure deals success rate

•Involved in the recruiting and training process of new agents.•Responsible for designing workflow.•Responsible for appraising staff and designing development plans for current agents to prepare them for leadership positions.•Have set up the quality assurance process through enhancing excellence in customer service.•Have worked on creating a constant and accurate reporting mechanism in order to ensure better decision taking.•To maintain high coordination & communication skills that enables to communicate between various sections within the department to facilitate the flow of work, and to ensure maximum service to the customer.•Prioritizing and achieving multiple tasks, establishing and meeting deadlines. •Appropriate motivation and recognition of the team members to increase employee’s satisfaction.•Make needed escalations in case of any problems that may affect the daily workflow.•Deliver a regular and accurate feedback to management regarding any problems facing the workflow.•Monitoring the call center service level. •Conduct regular individual meetings (one to one ) with each team member to give a Performance feedback, agree on the strong points, listen to the team member’s feedback, and set needed development plan.

•Own and manage the client relationship: resolving complaints efficiently and effectively •Ensure service level are met and maintained.•Communicate positively with all involved parties in order to facilitate customer’s reception of the expected distinguished service. •Meeting service level in handling all transactions measured through productivity reports. •Member of the team handling the customers through the live online support chat to answer all the inquiries in an efficient and effective way. •Replying to the customers’ feedback, to maintain answering all their inquiries and make them full satisfied from the provided service. •Handling all the surveys held, to ask the customers about their opinion from our service, •Participated in a project of preparing a new manual, including everything concerns dealing with customers, and partners .

•Respond to customer inquiries•Research required information using available resources•Handle and resolve customer complaints•Provide customers with product and service information•Enter customer information•Process orders,•Identify and escalate priority issues•Follow up customer calls where necessary

•Make busineess deals with petrolium companies to provide them with envoirment friends materials to reduce the polution •Arrange with company stores to provide the mentioned material •Follow up the delivery process with different parties •Follow up with the financial teams in these companies to make sure that we collect our due .