Basic Info

Ahmed gaafar

9 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Experience Team Leader at Etisalat Egypt

Experience Details

Customer Experience Team Leader

Customer Service/Support

Experienced (Non-Manager)

Main Objective:


• Set & conduct regular or casual surveys and ad hoc campaigns to check Voice of Customer based on their experience for Etisalat products , services , promotions , loyalty program and latest rate plans by checking every CST touch points

• Find gaps /problem root cause and provide solutions

• Find solutions to facilitate Etisalat policy and procedures to deliver Wow customer experience , decrease hits and avoid the repetitive callers across all consumer and corporate queues

• Enhance TRIM / Tracker Index results , Discover the reasons of usage dropper & poaching customers

My Responsibilities:


• Export raw data for all customer activities ( inbound calls – FCR – complaints and requests ) across all queues through SAP , filter and categorize it in regular campaigns via access tool

• Distribute the data to the team members and set priorities for each campaign on Siebel or access tool

• Analyze campaigns output which contains VOC and their history

• Consolidate and breakdown the issues then set analysis and raise the flags to business owner , business development , process and communication or commercial and marketing teams

• Design the campaign questionnaire based on quick analysis or external requirements via Siebel or SharePoint App to focus on the customer issues with full view

• Design courtesy campaign to evaluate back offices and front liner performance ( CC / SPV )

• Prepare & consolidate team productivity on a daily basis & set Monthly KPI

• Support area manager for all required assessments (reports on a daily ,weekly and months basis )


Company Details

Etisalat Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2015 to present (1 year 2 months)
Customer experience Senior Advisor at Etisalat Misr

Experience Details

Customer experience Senior Advisor

Customer Service/Support, Project/Program Management

Experienced (Non-Manager)

Main Objective:


• Set & conduct regular or casual surveys and ad hoc campaigns to check Voice of Customer based on their experience for Etisalat products , services , promotions , loyalty program and latest rate plans by checking every CST touch points

• Find gaps /problem root cause and provide solutions

• Find solutions to facilitate Etisalat policy and procedures to deliver Wow customer experience , decrease hits and avoid the repetitive callers across all consumer and corporate queues

• Enhance TRIM / Tracker Index results , Discover the reasons of usage dropper & poaching customers

My Responsibilities:


• Export raw data for all customer activities ( inbound calls – FCR – complaints and requests ) across all queues through SAP , filter and categorize it in regular campaigns via access tool

• Distribute the data to the team members and set priorities for each campaign on Siebel or access tool

• Analyze campaigns output which contains VOC and their history

• Consolidate and breakdown the issues then set analysis and raise the flags to business owner , business development , process and communication or commercial and marketing teams

• Design the campaign questionnaire based on quick analysis or external requirements via Siebel or SharePoint App to focus on the customer issues with full view

• Design courtesy campaign to evaluate back offices and front liner performance ( CC / SPV )

• Prepare & consolidate team productivity on a daily basis & set Monthly KPI

• Support area manager for all required assessments (reports on a daily ,weekly and monthly basis )


Company Details

Etisalat Misr (multinational)

Giza, Egypt

N/A

Telecommunications

N/A

Oct 2013 to Oct 2015 (2 years)
Customer experience Advisor at Etisalat Misr

Experience Details

Customer experience Advisor

Customer Service/Support

Experienced (Non-Manager)

My Responsibilities is:

• Conduct outbound calls for daily and weekly surveys to check the below :

 Frustrated customers and asked for supervisor (what Happened?)
 Look for the reason of Repetitive callers for the same or different inbound calls - FCR – requests – complaints (What Went Wrong?)
 Review the information reliability which delivered by CC team (Is Something Missing?)

• Update on Siebel or SharePoint App and fill in customer voice and complaint history

• Prepare incident reports for severe issue and cascade it to the management

• Follow up with all back offices for accelerating the complaint resolution or remind them in case of SLA violation

• Brainstorm the ideas with team members and relate to find the proper solutions

• Set presentation for the issue and share it with business development , process and communication or commercial and marketing teams

• Fulfill the customer inquiries , request or make the needed escalation if any , perform any exceptions to satisfy the customer

• Delight dissatisfied customers , Retain churned customers plus who decided to port out or request to deactivate the account by adding the proper offers

• Upsell and recommend the suitable services or rate plan


Company Details

Etisalat Misr (multinational)

Giza, Egypt

N/A

Telecommunications

N/A

Feb 2012 to Oct 2013 (1 year 8 months)
Customer Experience Agent at Etisalat Misr

Experience Details

Customer Experience Agent

Customer Service/Support

Entry Level

• Conduct outbound calls for market researches
• Conduct outbound calls for daily and weekly surveys to check the below :

 Frustrated customers and asked for supervisor (what Happened?)
 Look for the reason of Repetitive callers for the same or different inbound calls - FCR – requests – complaints (What Went Wrong?)
 Review the information reliability which delivered by CC team (Is Something Missing?)

• Update on Siebel or SharePoint App and fill in customer voice and complaint history

• Prepare incident reports for severe issue and cascade it to the management

• Follow up with all back offices for accelerating the complaint resolution or remind them in case of SLA violation

• Brainstorm the ideas with team members and relate to find the proper solutions

• Set presentation for the issue and share it with business development , process and communication or commercial and marketing teams

• Fulfill the customer inquiries , request or make the needed escalation if any , perform any exceptions to satisfy the customer

• Delight dissatisfied customers , Retain churned customers plus who decided to port out or request to deactivate the account by adding the proper offers

• Upsell and recommend the suitable services or rate plan


Company Details

Etisalat Misr (multinational)

Giza, Egypt

N/A

Telecommunications

N/A

Mar 2010 to Jan 2012 (1 year 10 months)
Customer Care Representative at Etisalat MISP Egypt - Etisalat DQ UAE

Experience Details

Customer Care Representative

Customer Service/Support

Entry Level

• Worked at UAE Directory Assistance Project (181 DQ ) to Provide Phone Numbers


Company Details

Etisalat MISP Egypt - Etisalat DQ UAE

Egypt

N/A

Telecommunications

N/A

Jan 2009 to Jan 2010 (1 year)
Warranty Delegate BMW at Abou Ghaly Motors

Experience Details

Warranty Delegate BMW

Installation/Maintenance/Repair

Entry Level

My Responsibility:

• Executed claims for defected parts within one working day under warranty by :

 Checking accuracy of job order (chassis, mileage, registration date, customer details, customer complaint, customer and SA signatures, clocking, technician write-up, technical report documents and printouts, quality control signature)

 Recording any claims for warranty and repaired or changed the part in accordance to the policy of the company

 Storing the defected parts with recorded labels ( contains chassis, mileage ,defect code , part number )


• Coordinated with the Bavarian Automobile warranty representative to help & resolve customer issues if needed

• Assisted technicians & service advisors with any questions regarding the warranty claims

• Prepared all records needed by the Bavarian automobile to verify the claim


Company Details

Abou Ghaly Motors

Cairo, Egypt

101-500 employees

Automotive

N/A

May 2007 to Jan 2009 (1 year 8 months)
Customer Care Representative at Vodafone Egypt

Experience Details

Customer Care Representative

Customer Service/Support

Entry Level

• Respond promptly to customer inquiries

• Handle and resolved customer complaints

• Obtain and evaluate all relevant information to handle inquiries and complaints

• Perform customer verifications

• Process orders, forms, applications and requests

• Record details of inquiries, comments and complaints

• Communicate and coordinate with internal departments

• Follow up on customer interactions


Company Details

Vodafone Egypt

Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2006 to May 2007 (7 months)
Corporal At Egyptian Forced Army at Communication Dep (student activity)

Experience Details

Corporal At Egyptian Forced Army

Manufacturing/Production

Student

i was private then promoted to be Corporal in egyptian armed forces


Company Details

Communication Dep (student activity)

Egypt

N/A

Jul 2005 to Sep 2006 (1 year 2 months)
An Accountant at Delta Communications

Experience Details

An Accountant

Accounting/Finance

Entry Level

• Perform accounts payable for company expense

• Prepare financial statements


Company Details

Delta Communications

Egypt

101-500 employees

Telecommunications

N/A

Oct 2004 to Jun 2005 (8 months)

Achievements


-i am leading 20 members and handling the team floor on a daily basis
-contributing with the team and brainstorm
-i promoted on Oct 2013



-set many ideas and projects in order to enhance Etisalat services , rate plan , company policy and procedures
-i am leading 20 members and handling the team floor on a daily basis
-contributing with the team and brainstorm
-i promoted on Feb 2012
-top performer every month
-zero errors


-set many ideas and projects in order to enhance Etisalat services , rate plan , company policy and procedures
-top performer every month
-zero errors


-top performer every month
-zero errors


Education

Bachelor's Degree in Faculty of commerce

Education Details

Bachelor's Degree

Faculty of commerce, Accounting Section

Ain Shams University, Egypt

Not specified

N/A

N/A

Ain Shams University
1999 - 2005
This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AccessAccountingAccounting SectionAn AccountantAnalyticalArabicAutomotiveBusiness DevelopmentCRMCampaigns / Surveys DesignerCorporal At Egyptian Forced ArmyCustomer Care RepresentativeCustomer Experience AdvisorCustomer Experience AgentCustomer Experience Senior AdvisorCustomer Experience Team LeaderCustomer SatisfactionCustomer ServiceCustomer-orientedEnglishEtisalat EgyptEtisalat MisrFaculty Of CommerceFinanceHard WorkerInnovativeInsights And ReportsInstallationInsuranceLeaderMaintenanceManufacturingMicrosoft AccessMicrosoft ExcelMicrosoft OfficeOperationsOutbound CampaignsPresentationsProcess EnhancementsProductionProgram ManagementProjectRepairRetentionSAPSharePointSiebelSupportTelecommunicationsWarrantyWarranty Delegate BMW

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Siebel

Siebel

: Expert

: Extreme - I love it!

:

3-5 years

SAP

SAP

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

5-7 years

SharePoint

SharePoint

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Access

Microsoft Access

: Intermediate

: Extreme - I love it!

:

3-5 years

Fields of Expertise

CRM

CRM

: Expert

: Extreme - I love it!

:

5-7 years

Process Enhancements

Process Enhancements

: Expert

: Extreme - I love it!

:

5-7 years

Retention

Retention

: Expert

: Extreme - I love it!

:

5-7 years

Customer Satisfaction

Customer Satisfaction

: Expert

: Extreme - I love it!

:

5-7 years

insights and reports

insights and reports

: Advanced

: Extreme - I love it!

:

1-3 years

Siebel

Siebel

: Advanced

: High

:

3-5 years

Campaigns / surveys designer

Campaigns / surveys designer

: Advanced

: Extreme - I love it!

:

5-7 years

Outbound Campaigns

Outbound Campaigns

: Advanced

: Extreme - I love it!

:

5-7 years

Warranty

Warranty

: Advanced

: Extreme - I love it!

:

1-3 years

Business Development

Business Development

: Advanced

: Extreme - I love it!

:

5-7 years

SAP

SAP

: Intermediate

: Extreme - I love it!

:

5-7 years

Access

Access

: Intermediate

: High

:

5-7 years

Presentations

Presentations

: Intermediate

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Leader, Hard worker, Customer-oriented, Innovative

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