Yasmeen El Bendary

Orange

• Senior Supervisor, Orange Money and DirectoryFull Time

  Jan 2022 - Present -3 yrs, 6 months

  • Job Details:Reporting to the Head of Customer Care • Manage Orange Cash Contact Center, an innovative mobile money and fintech solution that provides convenient and secure payment and identification options for millions of customers • Manage Orange Directory 8000 Contact Center, a customer enduring assistant around the clock and go-to source for reliable and up-to-date information • Oversee the day-to-day operations, ensuring smooth and efficient functioning of all Orange Cash and Directory activities • Develop team managers to ensure effective succession planning and build up a future reliable generation • Lead 100+ members of Customer Service teams in delivering a superior customer experience, by providing guidance and support to achieve department goals and objectives • Collaborate with cross-functional teams to plan for any new launch and develop piloting of process improvements and ongoing benchmarking initiatives • Review, amend and schedule Orange Cash and Orange Directory planned SMS campaigns as well as the Ad hoc campaigns • Understand and analyze the root cause of problems facing internal and external customers and implement resolution actions • Prepare and present daily, weekly and monthly reports, metrics and analysis for Orange Cash and Directory to be shared with senior management highlighting areas of improvement to ensure operational efficiency and business continuity • Prepare Monthly Orange Cash Voice of the Customer presentation and share it with Mobile Money Team from Orange Group (France) and Commercial Team Top Management (Egypt) • Take an active role in reporting and escalating any fraud or high risk matters • Review the forecasted and planned headcount reports with Workforce Management and Planning Team • Manage the relationship between Orange Directory suppliers and vendors • Drive key performance indicators; including team operating efficiencies & client satisfaction resources • Follow-up on complaints’ resolution service level with the concerned departments to ensure resolution in a timely manner so as to fulfill promises with the customer • Hold regular meetings with my team members to strengthen their potential and ensure having a unified vision of purpose • Conduct the annual performance appraisals with clear explanation, action plans and fair implementation to ensure consistency
• Senior Supervisor, Orange Money and DirectoryFull Time

  Jan 2022 - Present -3 yrs, 6 months

  Egypt , Cairo

  • Job Details:Reporting to the Head of Customer Care • Manage Orange Cash Contact Center, an innovative mobile money and fintech solution that provides convenient and secure payment and identification options for millions of customers • Manage Orange Directory 8000 Contact Center, a customer enduring assistant around the clock and go-to source for reliable and up-to-date information • Oversee the day-to-day operations, ensuring smooth and efficient functioning of all Orange Cash and Directory activities • Develop team managers to ensure effective succession planning and build up a future reliable generation • Lead 100+ members of Customer Service teams in delivering a superior customer experience, by providing guidance and support to achieve department goals and objectives • Collaborate with cross-functional teams to plan for any new launch and develop piloting of process improvements and ongoing benchmarking initiatives • Review, amend and schedule Orange Cash and Orange Directory planned SMS campaigns as well as the Ad hoc campaigns • Understand and analyze the root cause of problems facing internal and external customers and implement resolution actions • Prepare and present daily, weekly and monthly reports, metrics and analysis for Orange Cash and Directory to be shared with senior management highlighting areas of improvement to ensure operational efficiency and business continuity • Prepare Monthly Orange Cash Voice of the Customer presentation and share it with Mobile Money Team from Orange Group (France) and Commercial Team Top Management (Egypt) • Take an active role in reporting and escalating any fraud or high risk matters • Review the forecasted and planned headcount reports with Workforce Management and Planning Team • Manage the relationship between Orange Directory suppliers and vendors • Drive key performance indicators; including team operating efficiencies & client satisfaction resources • Follow-up on complaints’ resolution service level with the concerned departments to ensure resolution in a timely manner so as to fulfill promises with the customer • Hold regular meetings with my team members to strengthen their potential and ensure having a unified vision of purpose • Conduct the annual performance appraisals with clear explanation, action plans and fair implementation to ensure consistency
• Senior Supervisor, First Class Contact CenterFull Time

  Mar 2014 - Dec 2021 -7 yrs, 9 months

  Egypt , Cairo

  • Job Details:• Lead account of 80+ members serving high value customers, VIP. celebrities and social media influencers • Contribute to setting operational objectives for the teams and individuals and maintain fair distribution of duties and tasks among team members • Ensure the compliance of the operational objectives with the departmental objectives • Ensure accurate implementation of duties and tasks according to the company policies and procedures • Responsible for all reports that are generated on periodic basis and provide analysis for the inbound/outbound calls • Conduct the annual performance appraisals with clear explanation & fair implementation to ensure consistency among different teams • Participate in the recruitment of new call center representatives and their onboarding program • Monitor any gaps in the organizational structure to ensure operational efficiency & business continuity • Work continuously on covering the gaps that arise between operational plan and business operations activities • Provide “on the job training” for new hires and supervise, coach, support and train all team members • Act as a link between staff and higher management • Ensure all requests and actions are finalized within the pre-determined SLAs • Escalate problems and provides relevant feedback to the right channels • Perform sample monitoring to check quality standards’ among team members • Suggest tools and communication channels to share new ideas generated from sub-ordinates with the right concerned parties • Ensure a healthy working environment for the department employees through focusing on team building and motivation initiatives • Identify team leaders’ areas of development in order to develop them to reach supervisory skills for future investment; motivate and inspire others to achieve specific goals • Hold regular meetings with the team leaders and team members to strengthen communication and ensures sharing the same message