Support Representative Customer Care

OBJECTIVE

To obtain a management position with a dynamic corporation where I can use my energy and skills to develop, motivate, lead and encourage employee productivity. FOUAD DOUHAN

[Giza] · [+201*********]

[*****.******@*****.***]

EXPERIENCE

JAN 2020 – PRESENT

SR. SUPERVISOR, TECHNICAL COMPLAINT HANDLING, CUSTOMER CARE, ORANGE EG

Handling major incidents & operations to aim continuous services availability and stability. Cascade the Functional KPIs to teams under supervision and through focusing on maximizing customer’s satisfaction to maintain high productivity level and develop employee’s skills.

Follow up on the Coordination with concerned departments to ensure timely customers complaint resolution, other departments such as: Commercial & Technology, Telecom Egypt MGT & Ground Teams.

Report departmental reports, dash boards, performance, individual figures, Expenses amounts and Compensation reports to MGT.

Responsible for the attack team to achieve Sales Target.

Ensure the compliance of the operational objectives with the departmental objectives.

Ensure accurate implementation of duties and tasks according to the company policies and procedures.

JUL 2015 – DEC 2019

SUPERVISOR, FIXED CONTACT CENTER, TRANSFORMATION & OPERATIONAL EFFICIENCY, ORANGE EG

Supervision of 24 team leaders and 500+ team members all operate as Technical Support Representative.

Ensure the compliance of the operational objectives with the departmental objectives.

Ensure accurate implementation of duties and tasks according to the company policies and procedures.

Work continuously on covering the gaps that arise between operational plan and business operations activities.

Hold regular meetings with the team members to strengthen communication and ensures sharing the same objectives.

Compile, analyze and report on regular basis customers’ complaints and suggestions and recommend appropriate measures to reduce the number of complaints.

Responsible for the customer care enhancement initiatives. 2

MAR 2012 – JUN 2015

TEAM LEADER, FIXED CONTACT CENTER, CUSTOMER CARE, ORANGE EG

Assists Supervisor/Manager in managing employees in the following areas: attendance, monitoring, coaching and time scheduling.

Pro-actively implements and monitors monthly work schedules and shift schedules and rosters to ensure adequate staff levels for the team are maintained.

Monitors performance and enforces policies and procedures to ensure that all employees meet or exceed expected service and performance levels.

Maintain, and complete logbooks, progress reports, and task-lists for the team.

Co-ordinate and conduct briefing and induction sessions to ensure all team members are effectively trained on new products and services.

Implement corrective actions and assist employees in developing action plans, when needed, to rectify any undesirable behavior and improve performance. JAN 2009 – FEB 2012

DSL TEAM LEADER, LINKDOTNET EG

Lead Call Center sub-department teams by handling all the required activities that maintains smooth operations across the team through providing guidance and support staff members.

Ensure the proper handling all incoming/outgoing calls of the call center.

The communication process between the Call Center team and other sub-departments.

Contribute to the development, definition and implementation of quality and standards.

Devise the training programs for the team as needed in order to increase the team's knowledge and experience.

Manage the daily operations flow to ensure achieving departmental & agents KPIs. MAR 2007 – DEC 2008

DSL TECHNICAL SUPPORT REPRESENTATIVE, LINKDOTNET EG

Handle customers’ inquiries concern services, billing, and inquisitions etc. providing accurate and full information according to the contact center guidelines.

Resolve customers’ complaints and problems, within boundaries of authority and distribute issues for further escalation to appropriate persons/teams.

Acquire customers’ orders and create opportunities for up-selling and cross selling (where applicable) to maximize company revenue.

Handle effectively the needs of the customers and enhance standards of quality for the service offered and to increase customer satisfaction.

Provide expert trouble resolution for escalated problems.

Communicate effectively via email and over the phone with internal & external clients. MAY 2004 – AUG 2007

WEB SALES REPRESENTATIVE, EL AWAEL GROUP EG

Conduct a face to face meeting with both potential and existing companies.

Responsible for offering the best possible customer experience as well as hands-on explanation of any new or updated services.

JAN 2000 – MAR 2004

RESTURANT MANAGER, GOUHA CHAINS FOR ORIENTAL FOOD

Coordinating daily restaurant management operations.

Delivering superior food and beverage service and maximizing customer satisfaction.

Responding efficiently and accurately to restaurant customer complaints.

Maintaining the restaurant revenue, profitability and quality goals. 3

EDUCATION

MAY 2001

BACHELOR OF LAW, CAIRO UNIVERSITY

PROFESSIONAL TRAINNINGS

PMP diploma

Communication skills

Problem solving and decision making

Managing Customer Care Teams

Finance for non-financial

Time management

Negotiation skills

Management Fundamentals 1, 2 & 3

Customer centricity

ACTIVITIES SUMMARY

JAN 2019 – JUN 2019

ORDER MANAGEMENT MIGRATION (SIEBEL)

OBJECTIVE: Initiative to upgrade order management systems to be able to manage the customer information and requests over the two provided products (Fixed & GSM).

Pre deployment:

o Gathering team requirements and deliver it to the PMP. o Following up the project plan and maintain the commitment between all stakeholders. o User Acceptance Testing (UAT). Receive the new applications, practice all the expected scenarios and report bugs and problems.

o Participating in preparing team training materials and preparing training plan for all teams. o Participating in delivering the training.

o Prepare all working instructions for the new system across all the departments. o Participate in data rehearsal exercise.

Post deployment:

o Make sure that all deliverables are in place and monitor all business and processes are working probably.

o Discover and report all the system issues and processes gaps. o Customer care interface in war-room to investigate and resolve all the identified issues. o Attending the steering committee with top management up to Chiefs and take part in the Go and no Go decisions.

NEW ORDER MANAGEMENT DELIVERY (TRACER TM)

User Acceptance Testing (UAT.) Receive the new application, practice all the expected scenarios and reports bugs and problems.

Upgrade the order management application in order to manage the customer information and orders.

NPS: NET PROMOTER SCORE

Reduce number of detractors coming as a result of customer care complaints.

Establishing a process for providing special handling to NPS detractors.

Review all the needed figures, analyze customer feedback and investigate the dissatisfaction root cause.

Proposing solutions to reach the best customer experience. 16333 IVR (PHASE 1)

Enhance customer care IVR and apply smart routing to ease customer reachability to CC agents.

UAT, testing the IVR on virtual environment and on production to raise all issues/show stoppers that come up during the deployment.

4

SKILLS

Meeting goals and objectives

Understanding behavioral styles

Providing direction and leadership to others

Solid verbal and written communication skills

Strong ability to handle multiple tasks efficiently

Solid understanding of quality assurance practice

Using problem solving & persuasion instead of criticism

Planning

Teamwork

Giving Praise

Interviewing

Problem solving

Handling Criticism.

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