Nourhanne El-Badry Email & Phone Number

Cairo Governorate, Egypt

Cairo

To work with various stakeholders to add new features and enhance customer experience across all customers’ interactions platforms (contact center, live chat, chatbot , IVR& Social Media)1. Implement customer interaction migration plan and communication to all stakeholders to ensure providing quality operating services thus reaching customer satisfactions.2. Collaborate with cross-functional teams (Operations, Business, Marketing, Governance, and Analytics & Data Management) during… Show more To work with various stakeholders to add new features and enhance customer experience across all customers’ interactions platforms (contact center, live chat, chatbot , IVR& Social Media)1. Implement customer interaction migration plan and communication to all stakeholders to ensure providing quality operating services thus reaching customer satisfactions.2. Collaborate with cross-functional teams (Operations, Business, Marketing, Governance, and Analytics & Data Management) during product lifecycle development including deployment and post deployment activities to ensure all stakeholders’ alignment.3. Perform market researches and competition analysis to analyse market trends and maintain CIB’s leading market position. 4. Review the issues related to inquiries and customer complaints, come up with solutions in collaboration with the stakeholders to ensure maximum utilization of the channel.5. Monitor performance to continuously improve channels’ performance and achieve KPIs.6. Close monitoring for live chat and chatbot performance, get more insights to introduce full-fledged chatbot in the future. Show less

Saudi Arabia

1. Perform all Social Media moderating responsibilities with consistent reliability.2. Apply appropriate actions to effectively control social media interactions that improve the interactions average response time.3. Responsible for handling inbound interactions received on the below accounts official social media platforms on the applied SLA.4. Follow professional social media handling techniques and work policies to address various customer needs & concerns. Account:1-… Show more 1. Perform all Social Media moderating responsibilities with consistent reliability.2. Apply appropriate actions to effectively control social media interactions that improve the interactions average response time.3. Responsible for handling inbound interactions received on the below accounts official social media platforms on the applied SLA.4. Follow professional social media handling techniques and work policies to address various customer needs & concerns. Account:1- Sofitel Jeddah Corniche2- Assila Hotel, a Rocco Forte Hotel.3- Bay La Sun Hotel & Marina4- COZ5- دار زيد Maison De Zaid5- Jeddah Hilton.6- Wadorfastoria Jeddah.7-Views Residence Hotel.8- The Venue Jeddah. Show less

Egypt

1. Review regularly the accurate and timely information given by subordinates to social media followers in order to maintain the highest standards of quality service and customer satisfaction.2. Distribute workload to subordinates, and set action priorities and time for implementation that enhance the average speed of answer.3. Monitor and coach agents’ outbound calls to spot opportunities for improvement in the service provided.4. Observe Social Media Community Managers on their… Show more 1. Review regularly the accurate and timely information given by subordinates to social media followers in order to maintain the highest standards of quality service and customer satisfaction.2. Distribute workload to subordinates, and set action priorities and time for implementation that enhance the average speed of answer.3. Monitor and coach agents’ outbound calls to spot opportunities for improvement in the service provided.4. Observe Social Media Community Managers on their ability to meet performance objectives through continuous coaching and development and evaluate staff ability to meet individually set objectives that impact positively on service quality provided to customers.5. Conduct regular team meetings to brief the team with new initiatives and campaigns, and action plan constructive outcomes.6. Arrange and provide Products and engagement scripts in order to improve the interactions average response time.7. Report any service complaints, dissatisfaction or TAT violation to Customer Care Unit team and relevant stakeholders in order to address and resolve customer service issues 8. Apply appropriate actions to effectively control social media interactions that improve the interactions average response time.9. Consolidate the social media interactions in a monthly MIS report highlighting KPIS, gaps and strengths points to be presented to Senior Management.10. Ensure high service quality during social media interactions, and handle customer’s complaints according to the call center approved standards. Show less

Smart Village

1. Monitor & coach agents’ calls to spot opportunities for improvement in the service provided.2. Distribute workload to subordinates, and set action priorities and time for implementation that enhance the average speed of answer.3. Ensure that call center agents file and carefully maintain bank data, documents & forms in an efficient and secure manner, according to the bank’s sops and prevailing regulations that mitigate risk.4. Observe and evaluate call center agents on their… Show more 1. Monitor & coach agents’ calls to spot opportunities for improvement in the service provided.2. Distribute workload to subordinates, and set action priorities and time for implementation that enhance the average speed of answer.3. Ensure that call center agents file and carefully maintain bank data, documents & forms in an efficient and secure manner, according to the bank’s sops and prevailing regulations that mitigate risk.4. Observe and evaluate call center agents on their ability to meet performance objectives through continuous coaching and development. review and evaluate staff ability to meet individually set objectives that impact positively on service quality provided to customers.5. Handle escalated customer complaints upon customer request and utilize escalations as a method to train and develop call center agents, and to ensure full settlement and customer satisfaction.6. Assist in motivating the team to achieve sales objectives and targeted profitability. conduct regular team meetings to brief the team with new initiatives and campaigns, and action plan constructive outcomes.7. Review constantly the accurate and timely information given by subordinates to callers over the phone whilst maintaining the highest standards of quality service and follow up on job fulfilment.8. Assist supervisor while setting call center agents contingency plan, ensure accurate fulfilment, and present reports to supervisor.9. Ensure the work documents Filing and carefully maintain bank data, documents & forms in an efficient and secure manner, and according to bank’s SOPs and prevailing regulations to support future needs Show less

Smart Village, Giza

Social Media Moderator: 1. Perform all Social Media moderating responsibilities with consistent reliability2. Responsible for handling inbound interactions received on CIB official social media platforms on the applied SLA.3. Ability to maneuver through various bank systems to provide the customer with prompt, courteous and accurate information. 4. Follow professional social media handling techniques and work policies to address various customer needs & concerns. 5. Liaise… Show more Social Media Moderator: 1. Perform all Social Media moderating responsibilities with consistent reliability2. Responsible for handling inbound interactions received on CIB official social media platforms on the applied SLA.3. Ability to maneuver through various bank systems to provide the customer with prompt, courteous and accurate information. 4. Follow professional social media handling techniques and work policies to address various customer needs & concerns. 5. Liaise with other departments to ensure proper closure of pending customers inquires/requests. 6. Identify and report all concerns to the appropriate related department.7. Responsible for posting contents on CIB official social media platforms in specific timings & within the agreed quality levels as received from Branding team.8. Apply appropriate actions to effectively control social media interactions that improve the interactions average response time.9. Handle complaints with concerned branches until full settlement.10. Ensure high service quality during outbound calls/social media interactions, and handle customer’s complaints according to the call center approved standards.11. Update customer records with details of the inquiry and the response ensure accuracy and availability of Customer records. Show less

Smart Village

- Provide customers with all required information related to the bank services and products.- Handling customer's escalations. - Achieving the set KPIs and sales targets.- Monitor and coach new comers.- Floor supervision.

Egypt

Zamalek

Freelancer Social Media Account Manager specialized in F&B Handled the below: - Shakra2Go (Abou Shakra Group) - Fish & Fisher (Abou Shakra Group)- Shawerma Express.- Waffle Maker. - Felfela.

Zahraa El-Maadi