Nader Assaf Email & Phone Number

• Championed digital transformation in customer support, leveraging chat platforms and AI tools to streamline service and reduce call volumes.• Elevated technical training and knowledge management, significantly enhancing service quality across customer care and retail teams.• Led the development of strategic in-house applications, driving operational efficiency and superior customer service.• Oversaw comprehensive support for the Ana Vodafone app, including advanced feature development for 4G home wireless customers, ensuring an exceptional user experience.

• Spearheaded the enhancement of technical support strategies, significantly improving the customer experience in data innovations and mobile internet services.• Directed the delivery of customer service across multiple channels, streamlining operations and reducing issue resolution times.• Managed and executed corporate technical requests for IoT services and data products, driving innovation and technical excellence.• Led the development and implementation of advanced security measures, including fleet surveillance and anti-theft solutions, ensuring customer data integrity and trust.

• Oversaw operations for seven service centers nationwide, ensuring high-quality technical support and customer service.• Led specialized teams for BlackBerry Enterprise Server support, smartphone repairs, and Mobile Broadband services.• Directed a 500+ member data training team, enhancing skill sets and service capabilities.• Initiated and managed the internet call center queue, online chat, and forums, significantly improving customer engagement.• Handled data complaints for ADSL and business solutions, maintaining exceptional service levels.• Supervised the digitalization project, advancing the transition to digital customer service solutions.• Acted as the operational manager for ADSL queues, streamlining processes and improving service delivery.

• Developed and monitored a comprehensive corporate complaint and retention strategy, improving customer satisfaction and loyalty.• Implemented complaints scoring and management, enhancing network complaint resolution and service levels.• Innovated the complaints handling process, including segmentation, logging, and follow-up, reducing errors and enhancing customer service.• Managed exclusive contracts and coordinated with the Vodafone One team on segmentation and new deals.• Spearheaded the creation of a new retention automated system and redesigned reporting tools, significantly improving operational efficiency and customer retention rates.• Launched new employee incentive programs to encourage higher retention achievements.

• Enhanced team productivity and quality, implementing robust performance feedback and development plans.• Conducted detailed performance reviews and appraisals, ensuring team discipline and high performance standards.• Led cross-functional projects, improving department outcomes.• Managed customer escalations, prioritizing satisfaction and effective resolution.• Consistently met and exceeded team KPIs, driving operational excellence.

• Monitored and reported on bad debt percentages and potential risks across corporate segments.• Managed account preparations, including authority limits and approval processes.• Enhanced collection applications and collaborated with the technical team for issue resolution.• Identified and reported cash flow issues, contributing to financial stability.• Participated in user acceptance tests for new products to mitigate bad debt risks.• Oversaw the management of Letters of Guarantee and check bounces, ensuring compliance and timely renewals.• Led orientation sessions for Enterprise COPS staff on new payment methods, enhancing operational efficiency.

• Managed and enhanced performance across four critical segments within the government and multinational accounts.• Implemented a new service pack model, including training for all corporate staff to ensure seamless adoption.• Developed and introduced new processes for managing corporate backlog, agreements, quality assurance, and initiated welcome calls.• Established a Conversion and Retention team in alignment with Commercial and Communication Teams, improving client engagement and retention.• Significantly reduced bad debt in all four segments following the implementation of the new service pack model.

• Led the creation of a new call centre aimed at supporting Enterprise Account Management outside standard working hours.• Enhanced the callback report system and developed a new KPI framework for team performance evaluation.• Ensured the achievement of service levels and effectively managed crises during new customer data system deployment.• Addressed corporate backlog comprehensively and improved processes across corporate functions.• Focused on employee skill enhancement through targeted training and empowerment initiatives.

• Led a team of call center representatives, driving performance improvements and achieving key objectives.• Developed and trained call center staff and outsourced teams to enhance customer service delivery and satisfaction.

• Managed inquiries from premium customers, focusing on retention and loyalty enhancement.• Addressed coverage complaints, compensation cases, collection issues, and roaming problems, ensuring high satisfaction among Vodafone Egypt’s valued customers.

• Coordinated between Vodafone and Raya, focusing on performance metrics and team alignment.• Ensured service level targets were met, directly impacting customer satisfaction.• Coached and led a team of 50 agents, maintaining Vodafone’s high quality standards.• Implemented management’s strategic ideas, driving campaign success.

• Delivered technical support to new agents, enhancing their ability to manage customer inquiries.• Established communication channels between customer service agents and management.• Evaluated and improved agent performance, focusing on elevating customer service standards.• Resolved a wide array of customer inquiries using Vodafone’s comprehensive service offerings.