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With more than 13 years of experience in the Telecommunication industry including my current position in Vodafone Egypt as Customer Experience senior team leader and managing the experience of three call centers (Data ,Collection, and Enterprise) andnbsp900nbspcall center agents in-source andnbsp1800nbspoutsourced agents. Plus 6 years in Public Relations field with Cairo Opera House helped me to gain expertise in
Leadership and people management Retail operations
Retention and loyalty management Account management
Project management Customer complaint solving
IVR Experience structure Digital care leading (Web-chat and social media)
Digital operation model planning Develop and implement Web-chat Model
Digital sales process revamp. Customer Care team leading and training
Design after sales support digital model. Call center process improvement (Lean methodology).
Digital Projects implementing Customer Journey mapping
Customer Care team leading Customer care process improvement.
managing communications between commercial and customer and pluse managing communications and flow between commercial team and staff.