Khaled Ali Nahtawy

Customer care & training consultantFreelance / Project

• Job Details:After a series of call center and customer care training and increase the sales of their call center and reception team after a new campaign by almost 20%, Adam management decided to work with my consultancy to manage their call center setup , updating their process , KPIS and participate in training delivery for most of management , supervisors on nearly all departments

GSM and Mobile broadband back office ManageFull Time

• Job Details:Managing all complaints that is related to Mobile internet or Mobile broadband technical complaints for both all consumer and corporate Etisalat end user customers Managing the Monthly , Quarterly and Yearly reviews with our area senior managers , HOD and prepare all related analysis and PPTs. For our CEO quarter reviews and critical reviews when needed Coordinate with product owners , PMO , and all IT and technology teams to put customer care prerequisites in any circulated product description requirements sheet , participate in UAT and monitor the post production to alarm all stake holders as early as possible to check any raised unplanned issues and take the appropriate actions when required Innovate to minimize all operations KPIS to maintain the mean time , first call resolution , SLA and repetition to resolve customers' complaints Handle all digital channels technical complaints received from our digital channels ( My Etisalat App, Etisalat Web dashboard , support section through the Web ) and prepare the needed analysis to cover all issues might arise related to versions update issues , e- payments or recharge , redeeming loyalty points , paying utilities , opting in l out in any promotions , rate plans migration ...etc and alarm out digital and customer experience team the soonest and work with our IT digital experts to solve it

Customer care and retail quality and audit assurance senior supervisorFull Time

• Job Details:Managing around 39 QA staff analysts represents the whole Etisalat customer care and retail monitoring quality team with more focus on customer care operations in addition to two sites quality teams with their management in our outsourcing providers Preparing all area schedules , monitoring targets and audit on QA analysts work in terms of quality , productivity and adhering to deliver all needed reports for operations management across the three sites Preparing the monthly , quarterly and yearly operations review , taking decisions and sending QA recommendations to all operations management and HODs every now and then