Cherine Abd Elaziz

Orange

• SR manager CRM Operation Full Time

  Jan 2017 - Dec 2017 -11 months

  Egypt , Cairo

  • Job Details:Manage the development and update of all needed documentation for all customer relationship processes defining exact end-to-end workflows, roles, responsibilities service levels for all involved teams. In-charge of communicating all relevant updates to front liners. Establish and regularly review CRM operation monitoring activities ensuring proper process implementation and update whenever needed.
• SR manager , Save , Retention & Complaint Handling -Consumer Market Full Time

  Jan 2012 - Dec 2016 -4 yrs, 11 months

  Egypt , Cairo

  • Job Details:- By managing the retention, mobile portability & complaint handling dept., I am responsible to increase customer satisfaction, loyalty & minimize churn rate by leading a team of 85 members & taking initiatives in customer satisfaction via process improvement plans. -In alignment with Customer Service Head/ VP, I Contribute in maximizing company revenues by strengthen the company –customer bond & create campaigns & offer plans & responsible for proposing and implementing operational policies whereby the customer voice is delivered & customer complaints are solved from root cause .
• Complaint Handling Manager (Corporate Market )Full Time

  Jan 2009 - Dec 2011 -2 yrs, 11 months

  Egypt , Cairo

  • Job Details:- Managing a team of 30 members to respond to customers’ complaints & coordinate with other concerned departments to ensure timely customers’ complaints resolution. -Suggest and recommend global process & technical solutions to enhance customer’s experience. -Contribute to the development, definition and implementation of quality standards. -Build a new image & high reputation for mobinil customers. -Propose recommendations and solutions to enhance customer journey.
• Credit Expert ( Corporate Market Full Time

  Jan 2000 - Dec 2008 -8 yrs, 11 months

  Egypt , Cairo

  • Job Details:-Managing a team of 6 members , I am Supervising all credit & collection department operations -Managing the dunning system, -Involved in the formulation of credit strategy -Motivating and inspiring staff to achieve departmental goals and to develop their performance through direction, support, delegation, coaching, and giving recognition.
• Senior representativeFull Time

  Sep 1998 - Dec 1999 -1 yr, 3 months

  Egypt , Cairo

  • Job Details:- Ensuring proper & accurate billing for corporate accounts. - Managing accesses to Value Added Services to corporate customers. - Building up customer loyalty and satisfaction.