Zeiad Nabil

Customer Experience & CRM SupervisorFull Time

• Job Details:-Develop and maintain Salesforce Service Cloud across 11 countries, ensuring seamless CRM operations and advanced reporting to drive data-driven decision-making. -Design and implement a Workforce Management Plan to enhance agent productivity and optimize resource allocation. -Improve customer satisfaction by introducing automated solutions, streamlining processes, and reducing response times. -Develop and deploy a WhatsApp Chatbot via Unifonic, enhancing customer self-service capabilities and minimizing unnecessary traffic to support teams. -Create customer journeys in WebEngage to increase conversions and customer engagement through targeted campaigns. -Utilize SQL segmentation to identify high-potential customer groups and drive sales growth through personalized marketing. -Establish a Quality Department for Arabian Oud and Oud Elite, including the development of a Quality Scorecard to monitor and improve service standards.

Workforce and Performance LeadFull Time

• Job Details:- Devise a workforce plan for the Care Unit to maximize the utilization of agents correctly which has improved overall confirmation rate for the department by 3% -Accurately calculate headcount and capacity required to handle workload across multiple queues like Validation / Confirmation / Aftersales and properly assign workload efficiently which has decreased the overall headcount of the unit by 20%, while maintaining performance normally -Design some live dashboards to assist operations to accurately monitor hour to hour performance without utilizing any manual data cleaning work to do the steps, which has made it easier to maintain steady performance across all teams, especially Confirmation team, breaking the target by 3-4% daily -Write daily SQL queries on demand from multiple managers - Design a lateness/no shows schema to ensure agents / team leaders adhere to their schedule correctly, while saving 1-2% of the total salaries monthly by applying the deductions correctly on the outliers -Forecasting the incoming amount of orders per day using Moving Average method to ensure the scheduled workforce is enough to cover any un-usual volumes - Improve Merchant performance by escalating on-spot and taking immediate action, over 50 abusive merchant received severe actions, improving our performance when it dropped in February from averagely 50-55% confirmation rates to 63-68% confirmation -Assist in a new system where orders are being automatically confirmed using a API via a WhatsApp system, which contributed overall 10% of the total orders. -Design a KPI's scheme for the agents as well as the team leaders, which accurately measures performance of the employees.