Yasser AbdelMaksoud

Etisalat Misr

• Social Media & Digital Online Chat Senior SupervisorFull Time

  Jul 2021 - Jul 2023 -2 yrs

  • Job Details:Gathering exposure brand and competitors sentiments to enhance the customers’ journey in order to raise engagement and loyalty rate. Review new launch projects, audit the content of posts to maintain the alignment of processes. Audit on online interactions and voice calls to ensure the adherence to Etisalat service level agreement. Set, assess and communicate team KPIs, review performance and provide feedback with development plan in order to utilize resources. Prepare a performance review presentation for management to provide an overall view on area performance. Present social media magazine to management in order to provide an overview on performance, events, and customers’ sentiments. Prepare a review report for complaints, breakdown on route cause and social media performance in order to present to management. Investigate and audit on complaint cases presented by management, report complaints, route causes and corrective actions taken in order to ensure complaints resolution and avoid repetition.  Develop new projects in order to enhance online experience and increase engagement.
• Commercial/ Marketing Operations Senior SpecialistFull Time

  Oct 2019 - Jun 2021 -1 yr, 8 months

  Egypt , Cairo

  • Job Details:Carry out in-depth analysis on large data sets and provide quantitative solutions to business problems, especially on optimizing applications and networking  Monitoring daily services , revenues and applications performance trends  Collaborate with Marketing Department and other departments; answering questions, solving problems and looking for potential issues and opportunities Demonstrate the ability to interpret and organize data, in order to succinctly communicate findings and recommendations in both written and verbal forms Communicate insights to senior management and CXOs through presentations and dashboards  Ad hoc analysis and data mining assignments dealing with large datasets  Work with cross functional teams (marketing, analytics teams, finance, product management, IT and Technical ) to solve business problems, provide requirements and support implementation Build predictive models to increase campaign effectiveness and optimize performance Automate analysis to increase efficiency and develop effective reporting system and dashboards to track performance Supporting day to day operational activities between technology , technical and commercial areas  Handling all global and partial outages related to Applications , Services and Products  Handling all global and partial outages related to Network (Voice or Data) and ADSL Working with HP ticketing solution to handle users accesses for different applications and created it with different administration applications  Research, recommend, and effectively implement operational changes
• Social Media Senior SpecialistFull Time

  Sep 2016 - Sep 2019 -3 yrs

  Egypt , Cairo

  • Job Details:Providing all social media analysis & presentation showing the channles performance. Pro-active mointring for the products & services trends Raising & investigating all gabs and innovate a solutions.  Owning social media system functionality enhancement.