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I am a talented with a proven record of accomplishments in leading Marketing projects, operation planning and process re-engineering and to achieve business goals and objectives, seeking for a challenging position where I can benefit the company I work for as well as getting a new position that enhances and widens my experience and achievements.
Prepaid, Postpaid & Corporate Customer care agent
• Selling all new products to all types of customers based on the marketing directions • Offering the customers with all available promotions and up sell all related services • Providing high level of communication to the customers with the new updates by contacting them through outbound channel and collect all customer feedback to be raised to the marketing team to set their goals
• Provide high level of technical support to the customer using Vodafone business solutions and also handling all technical cases on the back office queue • Provide all departments with technical training need to maintain introducing high service level to all customers • Cross sell all business solutions to high & premium customers
Product Development: Provide the Consumer segments Team with all consultation they need about the products and services or the technical capabilities to support the marketing activities. Developing the customer ARPU through availing new features or enhancing the product performance. Product life cycle Management: Maintaining ongoing reporting of the product KPIs. Gathering feedback of customer’s product experience and analyze available data to use as input for future product development. Setting product strategies. Providing solutions for ad-hoc problems within proper time frame. Product innovations: Build knowledge for new products. Competition Products & Services awareness. Introduce new features for the current products
• Monitoring and auditing over all process and transactions between different department, responsible for activating, deactivating or editing the corp. products. • Up sell & cross sell all total communication package to low & mid corporate accounts. • Enhancing all products process between involved departments to maximize products ARPU and customer satisfaction. • Enhancing Vodafone One corporate customer redemption process to a level which maintains Premium & Platinum SLA as well as the maximum customer satisfaction.
• Collaboratively develops effective quality monitoring standards and tools, and educates the contact center stakeholders on cross functional issues related to quality. • Handle and mange quality campaigns aiming to reach the optimum levels of sales transaction, customer orientation and customer satisfaction. • Prepare and analyze quality reports for the quality assurance team management. • Assure professional and accurate communication with internal customers. • Conduct Calibration session to all customer care department on a monthly basis to assure the consistency of evaluation of the monitored calls. • Contribute on setting rules & enhancing processes related to any product and service that launching in Etisalat provided to customers. • Auditing on all customer care departments process which affect the customer experience directly or indirectly. • Enhancing current process to maintain more customer satisfaction. • Guarantee the consistency of quality of service and process delivered to customers.
• Collaboratively setting Quality Assurance annual strategy in parallel with company annual business and customer satisfaction objectives. • Collaboratively setting customer care annual process road map to achieve customer care threshold and customer satisfaction rate. • Ongoing process re-engineering to meet the latest quality standards. • Build the Quality scoring sheet to achieve all company quality standards in addition to measure customer satisfaction rate during all monitored calls. • Build all reports needed to identify the whole call center quality performance.
• Report on all customer care monthly performance and raise any performance issues • Engage with all unit members through monthly one on one, team meeting & unit meeting • Achieving 99% accuracy of submitted rates on all customer care departments • Manage and control Quality Assurance Unite reports on the most common problems in order to take corrective actions through all stakeholders • Manage correlation between customer satisfaction and quality monitoring
• Strategic research projects and a framework for regular reporting on relevant market issues/reports/trends on customer behaviors • Direct projects objectives, activities and budgets regarding strategic new product and service launches • Set the pricing strategy and negotiate with Sales and Finance managers on the direction to ensure alignment with the overall marketing and communications strategy • Develop and ensure implementation of Company marketing plans • Lead and direct the marketing communications strategy and the market operating plan for a service line
Commerce at Helwan University ( 1999 - 2003 )
MBA at AABFS ( 2008 - 2012 )
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