Basic Info

Hesham Moussa

More than 15 years

Cairo, Egypt

Master's Degree

Senior Management

Work Experience

Director at Schneider

Experience Details

Director

Customer Service/Support

Senior Management (e.g. VP, CEO)

responsible for customer satisfaction and quality Africa zone to increase NPS and manage change programmes to enhance quality


Company Details

Schneider (multinational)

Cairo, Egypt

501-1000 employees

Oil and Gas

N/A

May 2015 to present (1 year 7 months)
Director at Inwi Zain

Experience Details

Director

Customer Service/Support

Senior Management (e.g. VP, CEO)

Responsible for customer services department , became the best mobile operator in Morocco with a net saving of 2M Euros . Have prepared and managed outsourcing activities that has saved a lot of expenditures plus reduced bad debts to 7% after it was 25%


Company Details

Inwi Zain (multinational)

Casablanca, Morocco

101-500 employees

Telecommunications

inwi.ma.com

May 2012 to May 2015 (3 years)
Senior Manager at Etisalat misr

Experience Details

Senior Manager

Customer Service/Support

Senior Management (e.g. VP, CEO)

Business development , planning and support managing quality resource planning communication training and business development . Has generated revenue worth of 50m EGP from insourcing UAE directory assistance to etisalat Egy, enhanced service level


Company Details

Etisalat misr

Cairo, Egypt

More than 1000 employees

Telecommunications

etisalat.com.eg

May 2008 to May 2012 (4 years)
Senior Manager at Mobinil

Experience Details

Senior Manager

Customer Service/Support

Senior Management (e.g. VP, CEO)

Managing operations of +1200 agents achieving best service level and resolution level in town actively competing with Vodafone , enhancing automation rate achieving minimal opex/subscriber ratios and other KPIS like customer satisfaction


Company Details

Mobinil (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

orange.com.eg

May 2000 to May 2008 (8 years)

Education

MBA in Business Admin

Education Details

MBA

Business Admin, Marketing

ESLSCA Business School, Egypt

B / Very Good / 75 - 85%

Marketing-Project management-Finance-Management-HR-

N/A

ESLSCA Business School
2010 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

saint joseph

Egypt

1986

B / Very Good / 75 - 85%

N/A

saint joseph
1986

Certifications

TOEFL
May 2012

Certificate details

TOEFL

May 2012

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Workforce

Oct 2009

ICMI

workforce planning for big no of agents

Training/Course Details

Quality control six sigma training

Mar 2010

On line

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AvayaBusiness AdminCiscoCreativeCustomer ServiceDetails-orientedDirectorEnglishFrenchGSMGenesysGermanHard WorkerIntelligent RoutingInwi ZainMBAManaging Call CentersManaging Customer Service Organizations And Client RelationsManaging PeopleMarketingMobinilNew ChallengesOil And GasOrganizerProblem SolverProject ManagementQualityQuality Control Six Sigma TrainingSchneiderSenior ManagerSupportTOEFLTeam WorkTelecommunicationsWorkforceWorking Hard

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Advanced

: Advanced

: Advanced

: Advanced

German

German

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Genesys

Genesys

: Advanced

: High

:

More than 7 years

Intelligent routing

Intelligent routing

: Advanced

: High

:

More than 7 years

Avaya

Avaya

: Advanced

: High

:

More than 7 years

Cisco

Cisco

: Advanced

: High

:

More than 7 years

GSM

GSM

: Intermediate

: High

:

5-7 years

Fields of Expertise

Managing call centers

Managing call centers

: Expert

: Extreme - I love it!

:

More than 7 years

Managing customer service organizations and client relations

Managing customer service organizations and client relations

: Expert

: Extreme - I love it!

:

More than 7 years

Managing people

Managing people

: Expert

: Extreme - I love it!

:

More than 7 years

Quality

Quality

: Advanced

: High

:

3-5 years

Project Management

Project Management

: Advanced

: High

:

3-5 years

Key Skills

Hard worker, Creative, Organizer, Problem Solver, Details-oriented

Online Presence

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