Maged Mohamed Youssef

Crm ManagerFull Time

• Job Details:-Managing ( Call center-Admission & discharge - ER - OPD - PR -PX -IVF - Hospital Switch -All dep related to patient ) Create &manage the daily running of the call center to ensure the consistency of workflow.  Leading and managing customer care functions & Call Center & Admiration ,Discharge team.  Investigates reviews and responds or facilitates resolution of patient complaints.  Implementation of Self service and roll-out of digital channels to enhance service.  Discuss job performance problems with employees to identify causes and issues and to work on resolving problem.  Managing patient experience along the department; through the implementation of new and Customized strategies in order to achieve the strategic objectives.  Supervising daily administrative operations.  Monitoring expenses and suggesting cost-effective solutions.  Develop and implement effective policies for all operational procedures.  Monitor administrative staff’s performance.  Answer queries from doctors, nurses and healthcare staff.

Group CRM ManagerFull Time

• Job Details:-Plan & supervise the day-to-day activities to customers. -Organizing, Supervising and Developing call center management, customer feedback and the voice response systems. -Conducting Surveys on different customer segments, analyze and reporting with conclusion and recommendations. Understanding key customer individual needs and addressing these. -Resolving customer complaints with investigation quickly and efficiently. -Support and maintain reporting system for promotional team, and track full and proper execution of promotions to customers. -Putting the technical specifications and customer service quality criteria -Monitoring and maintaining the workflow in the customer service departments, -Analysing data and driving CRM initiatives and overseeing execution of campaigns. -Building and maintaining profitable relationships with key customers through CRM systems. -Keeping customers updated on the latest products Knowledge in order to increase sales and competitive edge. -Meeting with managers in the organization to plan strategically. -Prepare a weekly/monthly /quarterly reports to Senior Management. ---Conducting business reviews using CRM programs. -Manage the relation between IT and CRM team needs for development process, and Manage the relation between CRM department and other departments like promotion and sales teams. -Working with IT to manage CRM system and data warehousing. Maintaining and improving data management processes and accuracy .

Crm ManagerFull Time

• Job Details:-Leading and managing customer care functions for call center, To be responsible for the daily running and management of a call center to achieve excellent Customer service. -Reporting and analyzing data to determine actions to enhance customer experience and managing the allocated resources to achieve the SLA’s -Set and Meet performance targets for speed, efficiency and quality. -Manage the daily running of the call center to ensure the consistency of workflow. -Monitor random calls to improve quality, minimize errors and track operative performance -Plan and develop the recruitment of new hires to enhance the caliber. -Review the performance of staff, identifying training needs and plan. -Handle the most complex customer complaints or enquiries. -Forecast and analyze data against budget figures on a weekly and/or monthly basis. -Develop, implement and review core responsibilities and tasks. -Analyze performance statistics and take decisions based on them. -Improve performance by raising efficiency and sourcing new equipment. -Produce quantitative and qualitative reports on Call Center KPIs and related data with elative recommendations and analysis to improve the call center’s Operation. -Customer Centricity Provides constant monitoring of customer (external – internal) oriented Approaches. -Innovation Seeks opportunities for organizational improvement and motivate subordinates to develop better ways of handling their workflows, products/services, processes and daily tasks. -Operational Excellence Ensures high quality—dedicates required time and energy to assignments or tasks to ensure that no aspect of the work is neglected; guide to overcome obstacles to completing tasks or assignments delivering high quality output. -People Management Cascade & communicate action plans, motivates and empowers and coach team's members to achieve best results. Ensure clear understanding and compliance of team members to compliance company policies and code of conduct.