Tarek Mohamed Abdelallah

customer care and retention ManagerFull Time

• Job Details:• Contribute to product and services portfolio by defining customer needs into innovation efforts • Participate and program and pilot lead for new product and services for customers. • Develop and oversee customer retention campaigns. • Participate in and improve upon in-house brand promotions • Engage with customers daily via live contact through phone or on-site • Ensure follow up and resolution on all customer cases within two business days • Provide customers with data and metrics regarding their account • Learn and recognize triggers based on customer behavior and engage with customers who request to terminate or downgrade service • Manage account equipment counts and hit or exceed monthly quota • Travel to client sites (frequent travel - as much as 50%) • Provide scripts to read from during phone calls. • Handle major incidents that cannot be resolved by agents. • Resolve complaints and order issues. • Ask customers to provide feedback on agents and customer service experience. • Keep abreast of new company products and services. • Issue refunds to customers. • Oversee product exchanges and returns. • Analyze data and statistics. • Compile and print reports on overall customer satisfaction. • Isolate and identify areas of improvement. • Train agents on how to adequately address problem over the phone or how to write correspondence. • Work with management on customer service initiatives. • Utilize social media to respond to customer complaints and praise.

Corporate SupervisorFull Time

• Job Details:• Manage & lead Retention team members. • Day to day operation management. • Act as a linkage between first line management and the retention agents. • Deliver analysis, achievements, & recommendations to first line management. • Identify operation gaps, & being able to develop these/them. • Revisit agreed process and play part in the processes enhancement when needed. • Carryout a periodic health check for the day-to-day follow-up process. • Identify training needs & conduct training to team members. • Drive & assist the team members to deliver a world-class customer experience. • Handling all issues related to complaint, waive, MNP, loyalty program.

Quality Assurance Senior Team LeaderFull Time

• Job Details:• Responsible for monitoring and maintaining quality and compliance targets. • Provide weekly and monthly reports to senior managers on performance. • Identify training needs and recommendations to improve customer experience. • Arranging the repair of any QA / related equipment that is malfunctioning. • Ensuring non-conforming products are identified and placed on restriction.