Fady Wagih

Sr. Specialist CRM Operations Monitoring

• Job Details:Perform regular random/targeted monitoring for customer interactions with all customer care teams and internal workflows, following COPC standards; call center consumer & enterprise segments, CC back-office teams, directory & social media. Perform regular testing for CC IVRs and accessibility testing for CC short number including informative IVR. Follow monitoring standards for all customer care activities & contribute to the development, definition and implementation of quality standards.

Sr. Specialist, Digital Support Team

• Job Details:Encourage adoption of the corporate culture and the company products/services through relevant social media techniques. Provide online support for fans posts of all types of lines as VIP, FC, postpaid, corporate, etc. on all social network channels to ensure that all their problems are solved and provide them with feedback. Identify threats and opportunities affecting our brand and report to the appropriate parties. Communicate products, services, processes, offers and promotions updates to all concerned parties via e-mail.