Ahmed Fahmy

Team Management:

• Support overall operations of the customer service (CS) team, ensuring accurate and updated service information is communicated to customers.
• Guide and motivate CS leaders to achieve renewal goals, assign tasks based on skills, and provide regular performance feedback.
• Set goals and objectives for team leaders, monitor progress, and develop strategies to address primary concerns and targets.
• Train leaders on technical, managerial, and CS skills to enhance customer satisfaction.
• Conduct regular coaching, monitor attendance, and ensure effective training for new hires, including CS orientation and product knowledge.
• Ensure all CS activities are accurately documented.
• Drive growth and meet renewal targets by assessing team performance and managing progress.
• Monitor customer satisfaction, ensuring high service levels are achieved.

Strategic:

• Contribute to long-term strategies for customer satisfaction, retention, and engagement.
• Identify and implement process improvements, conduct competitor analysis, and align the team with academy goals.

Managerial Responsibilities:

• Oversee daily CS operations, manage schedules, handle escalations, and optimize workflows.
• Assign tasks, conduct performance reviews, and develop individual growth plans.
• Maintain accurate documentation and ensure compliance with standards.
• Develop CS manuals and attend events to identify growth opportunities.
• Collaborate with Accounting, HR, Office Management, Quality Management, Admissions, Marketing, and IT for seamless operations and process enhancements.

Reporting:

• Provide reports to senior management on team performance, renewal rates, and customer satisfaction.
• Reporting monthly renewal revenues for total department
• Analyze data for actionable insights and ensure timely submissions for transparency
• Track metrics like customer feedback, response times, and resolution rates

People management

• Managing an LOB of 21 associates and 2 leads in two sites.
• Managing team attendance and payroll allowances.
• Ensuring efficient and productive handling of inbound calls/ E-mails volumes.
• Maintaining knowledge of all product and business updates.
• Provide required visibility over company policies to all team members.
• Receiving and responding to Escalations as a 1st level escalation matrix.
• Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation.
• Working on team members development and preparing them for the next step.

Operational duties

• Managing LOB’s client relationship.
• Weekly business review with client.
• Effectively managing client escalations, leave requests, Resources planning, scheduling, meetings, monitoring performance, reporting, action plans.
• Managing LOB daily and MTD service level for calls and emails.
• Ensuring assignment of daily off-queue works.
• Actively involved on client calls and participating in process improvement.
• Ensuring that updates are timely communicated to the team.
• Preparing LOB invoice.
• Preparing reports and data analysis to self-understand and assist in management decisions.

Performance management

• Ensuring that all key metrics of performance (TNPs, AHT, FCR, Quality, Utilization, Tagging) as per the Client targets are met and exceeded.
• Managing team attrition, absenteeism, schedule adherence.
• Set objectives and clearly communicate goals and targets that needs to be met every month.
• Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
• Monitoring and assessing staff performance and administer feedback daily, weekly, monthly, quarterly and yearly.
• Setting action plans for BQs with projection.
• Working with other supervisors to support advisors and maximize customer satisfaction.

People management

• Providing supervision and motivation of staff to foster competitive performance.
• Managing team attendance and payroll allowances.
• Ensuring efficient and productive handling of inbound calls/ E-mails volumes.
• Maintaining knowledge of all product and business updates.
• Provide required visibility over company policies to all team members.
• Receiving and responding to Escalations as a 1st level escalation matrix.
• Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation.
• Working on team members development and preparing them for the next step.

Performance Management

• Ensuring that all key metrics of performance (TNPs, AHT, FCR, Quality, Utilization, Tagging) as per the Client targets are met and exceeded.
• Managing team attrition, absenteeism, schedule adherence.
• Set objectives and clearly communicate goals and targets that needs to be met every month.
• Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
• Monitoring and assessing staff performance and administer feedback daily, weekly, monthly, quarterly and yearly.
• Setting action plans for BQs with projection.
• Working with other supervisors to support advisors and maximize customer satisfaction.

Operational duties

• Managing LOB’s client relationship.
• Weekly business review with client.
• Effectively managing client escalations, leave requests, Resources planning, scheduling, meetings, monitoring performance, reporting, action plans.
• Managing LOB daily and MTD service level for calls and emails.
• Ensuring assignment of daily off-queue works.
• Actively involved on client calls and participating in process improvement.
• Ensuring that updates are timely communicated to the team.
• Preparing LOB invoice.
• Preparing reports and data analysis to self-understand and assist in management decisions.

• Delivering product knowledge and system training to new comers.
• Putting the training agenda to cover all knowledge and system training within specific timeframe.
• Conducting certification test to the trainees after training.
• Providing new comers with all system access required.
• Delivering coaching and support in nesting period.
• leading the new comers during the nesting period.
• Reporting training feedback to operation head and training manager.
• Coordinating expected and actual attrition cases with HR and operation.
• Creation of training materials and teaching aids.
• To act as a point of contact between knowledge base developers and operation.
• Delivering new updates on production floor.
• Conducting refreshment sessions to cover the gaps for junior and senior consultants.
• Collaborated with subject matter experts to create accurate training content.

• Representing one of the biggest telecom enterprise segments in UAE for mobile and fixed services.
• Monitoring queue, managing AUX and breaks and ensuring green service level.
• Monitoring shrinkage and tardiness.
• Handling escalated manager calls as a senior agent and floor support.
• Briefing sessions for new comers/ nesting consultants.
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Follow up via e-mail with all channels in fixed and mobile services to resolve the customer's issue.
• Performing Hard validation on client escalations.
• Performing daily support tasks assigned by direct manager.
• Sending end of day reports to upper management.
• Keep records of customer interactions, transactions, comments and complaints using CRM system.
• Communicate and coordinate with colleagues as necessary
• Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.

• Working in business process outsourcing service in multiple accounts handling different products in oilfield logistics services, online shops and telecom company
• 1st Account
• Handling HSE client related tickets
• Global consultant for 20 countries as a journey management representative.
• 2nd Account
• Temp consultant handling USA customers for online shopping issues and complaints.
• 3rd Account
• Handling telecommunication mobile and fixed products for Enterprises segment.
• Organized joint sales calls with current customers and outside vendors.