Bassem Magdy Khalil

Technical ExpertFull Time

• Job Details:• Technically Lead 3 teams of Customer Care/Technical Support representatives & making sure their daily transactions are carried out efficiently. • Conducting one to one meetings & coaching sessions with the team to ensure performance metrics are met & discuss methods to enhance the performance. • Analysis of the CRM reports to view the performance of the teams as well as the quality of the input data, create & implement action plans in case there’re deviations from the target. • Analysis of the CRM reports to spot any recurring issues either with the product or the repair process, and report them to HTC as well as create a suitable action plan to rectify the process if needed. • Analysis of the customer satisfaction surveys to find the reasons behind the failure in issue resolution & customer dissatisfaction, then devise & implement a suitable action plan to raise the customer satisfaction & ensure issue resolution. • Focal point to convey to the client the different issues that appear and different customer complaints, and work with the client to solve them and increase customer satisfaction. • Creating & Implementing processes to apply new services or ensure the proficiency of current ones. Work with the client to make sure the representatives are up to date with the latest technical information. • Creating & following up on the quality weekly & monthly reports. Reference to the quality department in all transactions. • Conducting training sessions to the representatives across the whole project, and designing training presentations on new software, updates, product knowledge, and technical troubleshooting techniques.