John Magdy

Work Experience

Jul 2021 - Jul 2023 -2 yrs

Job Details:1. Create a Quality Assurance Program 2. Improved service quality and increased sales by developing a strong knowledge of the company's products and services. 3. Proactively identified and solved complex problems impacting operations management and business direction. 4. Created order management system for personnel to improve client experience and boost sales efficiency. Track and Evaluate Calls 5. Respond to Customer Feedback Monitor Agent Performance Streamline Customer Communication NPS Improving monthly plan 6. Analyzed and utilized recurring issues faced by customer care representatives to create and update training manuals.

B-Tech

Aug 2020 - Apr 2021 -8 months

Job Details:1. Respond to customer inquiries and provide first contact resolution of customer issues via Facebook, Instagram, and other social channels 2. Building and executing social media strategy through competitive and audience research Respond to customer comments & messages in a timely manner 3. Moderate all user-generated content in line with the moderation policy for each community Collaborate with other departments (customer relations, sales etc.) to manage reputation, identify key players and coordinate actions 4. Monitor and maintain healthy email deliverability and social media reach

Call Center ConsumerPart Time
Jan 2019 - Jun 2020 -1 yr, 5 months
- Job Details:1. Handle all incoming/outgoing calls to the call center 2. Provide follow up, occasional campaigns and call backs blended with normal inbound calls 3. Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax, e-mail and …etc.) 4. Communicate with other departments all relevant customer inquiries if applicable
Branch Customer Service and sales SpecialistFull Time
Jan 2019 - Oct 2019 -9 months
- Job Details:1. Welcome customers to the customer center and solve their inquiries Handle customer complaints and provide solutions to their problems. 2. Sell Orange products and services and ensure proper collection of required documents Sell value added services to customers. 3. Coordinate with other departments to solve customers' complaints Support the Customer Center team to achieve their KPIs. 4. Enhance customer experience through developing and smoothing the workflow inside the Customer Center 5. Propose tools to maintain company and customer center image.