Nader Rashed Email & Phone Number

South Africa

• Responsible for establishing and managing the systems, processes and reviews for quality across the Egyptian subsidiary of Sweepsouth.• Communicated regularly the status of quality and improvement initiatives with the South African HQ.• Increased the average quality scores of the different services by more than 50% in 2022 through different measures.• Aggregated, analyzed and took action upon customer feedback data to take actions with operations and customer care team around certain services, geographies and service providers.• Responsible for monitoring customer care phone calls and work on initiatives to improve their performance alongside customer care.• Monitored overall performance of the call center system including average call duration, abandoned rates, etc.• Ran audits on customer support tickets to measure quality of support performance.• Studied the service provider performance that related to quality of work, cleanness, attitude, lateness, and take necessary actions by suspensions or retraining.• Coordinate efforts between operations and other teams around quality.• Continuous training for customer care and operations for any new updates. • Monitoring internal workflow and be sure that it is done correctly.• Make random feedback calls with customers to know if there are any invisible problems or suggestions that they have that would improve the quality of service.• Website: www.sweepsouth.com

Egypt

Cairo, Egypt

• Part of Filkhedma’s founding team and took multiple roles in customer care and operations.• Built Filkhedma’s customercare policies and procedures.• Built Filkhedma’s customercare call center system and was responsible for software maintenance and updates alongside an external IT service provider.• Managed technology integrations with inhouse technology team between call center software, ticketing system, and database.• Launched and managed outbound sales function.• Managed operations and dispatching for technicians for two years.• Website: www.Filkhedma.com

Cairo, Egypt

• Receive customers complains and inquiries about promotions and services related to Etisalat voice lines and data lines.• Adjust customers’ handsets and configure them to be ready for internet use.• Troubleshooting the Network and ADSL over the phone.• Test customer connection using diagnostic utilities to detect and resolve problems.

Cairo, Egypt

• Computer maintenance (solving all customers software problems on spot).• Diagnose the computers or laptops problems and make Hardware checks to determine where the fault is.• Mobile Maintenance software.

Germany

• Product and service quality check and data reporting.• Physical spot checks on International Shops and stores Quality.• Reporting customer satisfaction.• Implementing surveys for Stores services.• Testing employers’ actions by acting as a customer.

Cairo, Egypt

• Computer maintenance (software, hardware).• Teaching computer courses (office, windows, Internet, Video editing programs).• Mobile Maintenance software and hardware.

Cairo, Egypt

• Troubleshooting the Network over the phone (DSL problems: ADSL & SDSL - FR: connectivity between banks and companies).• Configuring ADSL & SDSL routers.• Working on Nortel equipment’s.• Working on application CRM (customer relationship manager).• Test customer connection using diagnostic utilities to detect and resolve problems like Ping utility, Etc.) in order to isolate any customer

Cairo, Egypt

• Working in field of Movable Prisma display system.• Coordinated between the headquarters and the factory.• Calculate the measurements to carry out the projects.