Khaled Sherif El-Naqib

Customer Success ManagerFull Time

• Job Details:• On boarded New Clients • Developed Healthy Customer Relationship and be their point of contact • Acted as a Customer Advocate and Managed their high priority cases through collaboration with support teams • Promoted Customer Loyalty by regularly meeting with the client to go through case activity reports

Net Promoter Score (NPS) AnalystFull Time

Account AdvocateFull Time

• Job Details:-Ensuring employees are offering exceptional customer service -Ensuring that the standards of service in all areas meet the required levels using IBM tools. -Respond to and resolve critical customer issues. -Identify, propose and enforce escalation process improvements. -Dealing with customer complaints and issues. -Sending daily, weekly and monthly reports to the client with the status of the workload. -Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization -Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task -Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise -Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly -Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises -Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly -Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies -Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation.