Waleed Mamdouh Tawfeek

Swvl

• Customer Care ManagerFull Time

  Jan 2023 - Present -2 yrs, 5 months
• Customer Care ManagerFull Time

  May 2022 - Nov 2022 -6 months
• Partner Delivery SupervisorFull Time

  Jan 2021 - May 2022 -1 yr, 4 months

  Egypt , Cairo

  • Job Details:• Assuring business rules, policies and regulations are well applied • Communicating business strategies to the entire operations team • Identifying performance gaps in according to KPIs • Advising management, the recommended steps to achieve annual objectives • Identifying system gaps and reporting them to the concerned stakeholders • Acting as the client to BPO/KPO accounts • Analyzing KPIs on a daily, weekly, and monthly basis • Delivering briefings and business updates to the team members • Ensuring adherence to business goals and implementing strategies to achieve them
• Customer experience team leadFull Time

  Jul 2019 - Jan 2021 -1 yr, 6 months

  Egypt , Cairo

  • Job Details:• Continuously monitor and check team's performance and ensure it is consistent with the overall objectives and timelines • Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows • Ensure agents adhere to schedules and minimize absenteeism of agents • Explains and communicate KPIs / performance measuring parameters for team members • Identify performance gaps for specific individuals and create action plans to improve performance. • Provide opportunity to Reward and Recognize High Performance. • Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken • Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with. • Give technical assistance to agents from his/her team and from other teams if required. • Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation • Respond effectively to escalate transactions, customer complaints and report escalations. • Support the queue if necessary • Prepare and submits internal reports • Ensure adherence to laid down operational metrics determined SLAs for self and team members • Continuously monitor, analyze agent related metrics and provide actions for improvements. • Enhance self-process knowledge of handling transactions (calls / emails/cases) • Keep self-updated on organizational products, offers and processes • Introduce or suggest process improvements by using knowledge and experience