KF
kamel Farag
Operations manager
Cairo, EgyptWork Experience
Customer Experience supervisorFull Time
Paymob
Mar 2021 - Jan 2023 -1 yr, 10 months
Egypt , Cairo
- Job Details:• Lead, coach, and empower the customer's Experience team to be successful in their roles. • Analyze Data for the deployment cycle and reporting targets and SLA achievement. • Structure the policies and procedures of the customer experience to deliver a high-quality service to our Vendors • Foster positive team culture and participate in team development including hiring, onboarding, career development, and performance management. • Managing and maintaining the SLA and NPS surveys rating
Content Team LeaderFull Time
Delivery hero
Oct 2018 - Mar 2021 -2 yrs, 5 months
Egypt , Cairo
- Job Details:• Managing day to day operations. • Monitoring the performance for my team. • Making one on ones and coaching sessions. • Creating a development plan. • Make sure that all targets are being met with the best quality standards.
Education
Bachelor's Degree in accounting
Cairo University (CU)Jan 2007 - Jan 2011 - 4 yr
High School - Thanaweya Amma
IbrahimiaJan 2007
Achievements
- I successfully structured the support flow and the process of communications between DEPs (SOPs) at Ventri and Paymob. - Negotiated with many service providers to get the best app for CX to support our business. - I was rewarded many times for building process and structures and implementing knowledge base.
Skills
- Fintech
- Startup
- Time Management
- Presentations
- Project Management
- business
- Salesforce CRM
- Payment Solutions
- Customer Service
- Management
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Languages
English
Fluent
Training & Certifications
Leadership skills
Lynda·2018Google sheets
Lynda·2018Project Management Foundations
PMI / Lynda·2018