Omnia Osama Email and Phone Number

Reporting and Analysis: •Analyzing customer feedback and data to identify improvement opportunities to identify customer pain points and different ways to improve the customer journey and create a positive experience •Developing and implementing customer experience strategies and initiatives•Collaborating with cross-functional teams, such as marketing, sales and product development, to align customer experience efforts with business goals and objectives•Prepare and present contact center performance reports to management, providing insights and recommendations to enhance the customer experience and operational efficiency Multi-Channel Management: •Supervise and lead a team (Egypt , KSA & UAE ) of contact center agents for offline and Ecom•Oversee customer interactions across various channels, including phone, email, live chat, and social media, ensuring prompt and effective responses to customer inquiries, concerns, and requests within agreed SLA’s. •Implement and maintain service standards for each channel, ensuring consistent brand representation and a seamless customer experience. •Drive a customer-centric culture within the contact center team, emphasizing the importance of personalized, empathetic, and solution-oriented interactions with customers. •Develop action plans in conjunction with cross functional departments to reduce customer contact and continuously improve customer satisfaction. •Proficiency in using Ticketing Systems, CRM systems, and other relevant tools. (SAP -Zendesk – Key Time – Freshworks – emplifi – Gorgias ) KPIs and Performance Management: •Establish monitoring and communicate key performance indicators (KPIs) for the contact center team, setting clear targets for response times, customer satisfaction, first-contact resolution, and sales conversion rates.•Develop training programs to equip contact center agents with product knowledge, customer service skills, and efficient handling of customer queries.

• Sending promotions SMS/Emails and announcement • Conducting survey throughout bound calls, online and research companies for new collection and services • Posting on Social Media Platform • Conduct research to analyze customers’ behavior (e.g. purchasing habits, trends and preferences)• Identify and analyze competitors• Collaborate with social media social media influencers to promote to our new collection and promotions • Organize promotional activities for new products/services• Supporting in establishing ecom website• Monthly reports and presentation with our monthly achievements • responsible to manage the customer relationship management on a day-to-day basis.• Monitoring Interacts with customers through all CRM channels including phone, email, live chat, social media, what's app or in-person to provide information about products and services• Coordinates questions and issues with the appropriate department personnel• Maintains records of customer interactions and transactions• Identifies and assesses customers’ needs to achieve satisfaction• Finalizing to management monthly reports• follow up on sales orders done online and Generates sales leads that develop into new customers• Generate interest in new products or services and connect customers with sales team when required• Foster and maintain relationships with customers to improve our retention rate• Maintain updated knowledge of all company products and services in order to provide adequate education to customers• Update FAQ section by the frequently asked questions by customers• Monitoring Team KPIS

• handling retailers and end user Queries and complain• Sending promotions SMS and announcement • Conducting survey throughout bound calls • Posting on Social Media Platform • Social Media Moderator • Monthly reports and presentation with our monthly achievements

• Handling customer complaint and collection Queries• Setting an appointment with the clients for collection• Monitoring collectors on daily basis • running weekly and monthly reports with collection status

• Customer Service Representative Handling British customer quarries regarding their account• Ensure service level agreements are met and maintained• Meeting service level in handling all transactions measured through productivity reports

• Postpaid: handling customers billing and charges queries, Answer customer questions regarding problems with their billing accounts. • Collection representative: Advise customers of necessary actions and strategies for debt repayment, notify customers accounts by mail and telephone, arrange for debt repayment or establish repayment schedules, based on customers' financial situations. • Quality assurance: monitoring and evaluation call center agent to ensure that standards of quality are being met, also to ensure that quality requirements for a product or service will be fulfilled.• Acting as team leader: mentoring team members KPIS, monitoring the calls, arrange training sections (new products, soft skills.)

• Monitoring floor performance, unplanned leaves • Handling customer to set an appointment with the Schengen embassy.• Advise applicant with required documents to apply to different types of visa • Send daily reports to the embassy with applicant data

• Customer service at Vodafone Egypt High and premium team Support• Act as a frontline interface with high value customers in Egypt• Responding to customers over the phone and resolving their inquiries efficiently and effectively• Ensure service level agreements are met and maintained• Meeting service level in handling all transactions measured through productivity reports