wael Khairy

Customer Experience DirectorFull Time

• Job Details:- Develop and implement strategies useful in improving customer relationship, dedication and satisfaction - Organize, plan, and monitor the company’s customer care department to ensure optimized interaction between company and its clients - Establish communication channels and medium through which clients reach out to the company and vice versa - Guide and direct the activities of customer experience representatives to present positive experience - Responsible for overseeing the hiring and training of customer experience personal to ensure an effective workforce - Collect, analyse and interpret customer interaction data to identify requirements and information useful in optimizing customer experience - Integrate customer relationship management (CRM) and financial data with social media data in order to maintain a consolidated customer account - Customer experience manager liaise with an organization marketing, sales and advertising unit to analyse customer feedback and develop programs effective for improved customer experience - Organize projects and initiatives that enlighten company staff on the associated benefits/consequences of their decisions on customer experience and on company profits - Monitor the call center activities to ensure compliance withs et standards of courtesy and professionalism - Adjust a team’s structure for more focus on customer experience - Utilize CRM tool in enhance customer loyalty and relationship management on work progress - Conduct research, surveys to identify more personalized methods of product marketing and sales - Own The Process Of Surveying, Analysing, And Enhancing Customer Interactions With Our Business. CXM Monitors Customer Touch Points and Evaluates How You Can Improve The Experience Related To Each. - Maintain customer satisfaction, NPS and online reviews of Fade Hotel and laHacienda resort at a min.90% - Manage and Monitoring the collection queue to achieve 95% of maintenance fees

Customer Experience ManagerFull Time

• Job Details:Create Journey mapping as diagram that depict the stages that customers go through in interacting with a company Create Bad Debt Matrix to categorize the customer payment behavior Implement credit policies and procedures that retain a smooth running of the department and avoid excessive credit limits.

ENTERPRISE CREDIT CONTROL SR SPECIALISTFull Time

• Job Details:- Preparing daily, weekly and monthly reports for all the corporate segments that insures a complete overview and comprehensive comparisons which helps to pin point the deficiencies and difficulties in any segment - Auditing on VGE (Vodafone Global Enterprise) and TCA (Top Corporate Accounts) segments each segment containing 15 agents to ensure achieving collection and bad debt targets - processing all customers' requests either internal or external and entering all manual updates on the corporate customers cash flow on the AR (Account receivable) - being the focal point between all the Depts and Finance Dept to insure proper handling of any problem in the cash flow