Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Training/ courses
Timeline
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Alaa AbouelEzz

Alaa AbouelEzz

Enterprise Customer care Sr. Supervisor
New Cairo

Summary

I am +15 years of experience in the customer care and support telecom industry and COPC certified overseeing daily operations, process improvements, and sophisticated data analysis to achieve customer service excellence in high-volume call centers.


Demonstrated history of meeting company goals and promoting best practices. Thrives under pressure and adapts to challenges with ingenuity and resilience. Hard-working with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.


A journey of challenges and critical situations caused a track record of achievements. In addition to leading people across many teams; I was part of Etisalat prelaunch team in corporate unit, whereby I played several roles within the Corporate Back Office, Complaints, Network, Retention & Customer Experience and UAT functions. I have managed to prime the launching journey where I participated in launching area processes and day-to-day work routine to ensure driving our operational performance to a highest level and achieving outstanding success. In addition, I am experienced reporting Analyst. Skilled in Data Visualization, Dashboard, Consolidation, and Management Accounting. Strong research professional with a Bachelor of Commerce - English Section focused in Accounting and Business/Management from Ain Shams University. Personal Profile Looking for a challenging role to utilize my skills, knowledge and enthusiasm in a proficient and development-oriented environment.

Overview

23
23
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Corporate End User Sr. Supervisor

Etisalat e&
Cairo, Egypt
04.2023 - Current
  • Supervised total daily call volumes of 4000, maintaining efficient answering and handling times.
  • Increased team productivity through effective staff planning, coordination and task delegation.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Employed active listening and communication skills to handle escalated and complex calls, achieving 95% positive outcome.
  • Maintained clean, organised working areas to create positive, productive environments with minimal risk.
  • Collaborated closely with sales department to identify, support and maximise expansion opportunities.
  • Managed online live chat, supporting up to 1000 customers simultaneously.
  • Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
  • Used excellent telephone manner to optimize customer experience, promptly cutting complaints.
  • Maximized sales revenue growth by successfully identifying and capitalizing on cross-selling opportunities.
  • Guaranteed quality CRM data, performing monthly database cleansing to update customer contact details.
  • Drove customer retention, building engaging relationships through every interaction.
  • Optimized customer service strategy to focus on priority customers.
  • Translated management directives into actionable front-line policies and implemented changes with team.
  • Led and managed administrative staff to maintain smooth daily operations.
  • Represented organizations at seminars, conferences and business events.
  • Planned revenue generation strategies designed for growth.
  • Designed and implemented training to further develop staff based on business goals.
  • Investigated issues affecting group operations, prepared reports and helped correct problems.
  • Managed staff rotes, planning workloads effectively and strategically.
  • Identified operational problems and proposed solutions to management, improving service efficiency.
  • Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
  • Demonstrated ability to assess risk and respond to issues appropriately, eliminating workplace accidents and incidents.
  • Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
  • Guided and coached staff to achieve individual growth and sales production targets.
  • Built customer retention and satisfaction by delivering top-quality service.
  • Performed thorough quality and safety checks, ensuring all specifications were strictly adhered to.
  • Offered instruction, coaching and motivation for enhanced team morale.
  • Motivated team through providing hands-on practical support to all members of staff on duty.
  • Established and maintained organized working environment for team of 25.
  • Estimated costs, generated reports, and maintained detailed records.
  • Worked closely with management to manage staff levels and allocate resources for production plans.
  • Trained new hires and set up mentoring relationships to drive team performance.
  • Updated staff on changes to internal policies and procedures for continued compliance and standardization.

MIS and Reporting Analysis Analyst

Etisalat e&
Cairo, Egypt
09.2016 - 04.2023
  • Structured and prioritized business requirements and communicated plans with stakeholders for review and approval.
  • Undertook thorough testing and exception reporting, maintaining transactional data integrity.
  • Implemented new data quality management processes to improve data accuracy.
  • Provided recommendations for new or enhanced systems, upgrades and modifications.
  • Conducted assessment on new platforms to confirm technology solutions leveraged cutting-edge integration capabilities.
  • Manage the analysis and decision support part in the customer experience committee which involving all company's departments towards providing customers with the best experience
  • Reviewed business and functional requirement documents, and designed technical design documents.
  • Acted as customer care SPOC with IT DWH team to insure customer care reporting requirement fulfillment.
  • Supported IT unit in maintaining accurate records of all hardware and software and developed documents related to IT processes.
  • Recommended appointment of personnel, coordinated staff training and provided timely input on performance evaluation and disciplinary matters.
  • Supported wider-company data solutions through specified ad-hoc insight and analysis as required.
  • Developed and executed complex data analysis projects to identify trends, patterns and anomalies in large datasets.
  • Ran training sessions and workshops on system processes.
  • Designed impressive solutions to overcome existing system challenges.
  • Consulted with users and management to formulate guiding principles.
  • Member of Customer care business improvement committees for business efficiency improvement and cost reduction
  • Size needed headcount for all customer care sub-departments/divisions & recommend actions for better utilization
  • Insure the implementation of the flag and reports any abnormal trends for customer transactions on all touch points of customer care and operation issues flagging on time with proper analysis for decision support
  • Provide internal customers with CRM data and reports required for improving the customer experience
  • Preparing and communicating customer care top management reports (Trade Review, CEO & Business Reviews)
  • Update the MIS Database with the customer care operation system data to meet the MIS team and CC management information needs.

Enterprise Complaints Senior Advisor

Etisalat e&
Cairo, Egypt
05.2011 - 09.2016
  • Served as first line of contact for customers filing complaints.
  • Improved efficiency and productivity by acquiring new skills.
  • Increased customer satisfaction by resolving issues.
  • Owned end-to-end complaint handling and resolution in line with established procedures.
  • De-escalated aggressive behaviour using effective conflict resolution techniques.
  • Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
  • Responded to customer feedback within target timescales.
  • Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
  • Communicated with customers politely, promptly and professionally.
  • Identified root causes of complaints through effective questioning.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Diagnosed and communicated technical problems to customers at appropriate level of understanding.
  • Communicated customer feedback through appropriate channels to help fuel continuous improvement.
  • Documented customer interactions, following company policy and procedure in all engagements.
  • Offered recommendations to customers based on specific situations, priorities and obstacles.
  • Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
  • Recorded information about inquiries and complaints within internal database.
  • Obtained feedback from customers to improve service experience.
  • Listened actively to offer accurate information and best solution to their needs.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Followed scripts when answering common customer questions.
  • Handled in-person, email and mailed correspondence.
  • Developed plans and strategies to promote continuous improvement.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Stayed current on processes and procedures to offer relevant assistance.
  • Worked flexible hours, covering nights, weekends and bank holidays.

Enterprise Back Office and Retention Sr. Advisor

Etisalat e&
Cairo, Egypt
10.2009 - 05.2011
  • Developed appropriate resources to meet needs of diverse audiences.
  • Performed customer requests within agreed service level (ASL)
  • Completed opening and closing procedures, from product replenishment to budget control.
  • Applied positive customer service approach to increase satisfaction levels.
  • Conducted testing to diagnose system faults.
  • Supported team by demonstrating respect and willingness to help.
  • Delivered tailored assistance to customers with disabilities.
  • Delivered high-quality results within budget and timeframe targets.
  • Completed customer orders with speed and accuracy.
  • Carried out day-to-day duties accurately and efficiently.
  • Reviewed customer history to recommend appropriate products and services.
  • Qualified customer needs to recommend suitable products and services.
  • Maximised customer retention through upselling and cross-selling.
  • Identified customer issues and provided mutually-beneficial solutions.
  • Presented loss and challenge reports enabling strategy improvements.
  • Observed brand guidelines to uphold company reputation.
  • Exceeded retention targets through personal and team accountability.
  • Recorded customer outcomes in CRM systems for monitoring and reference.
  • Handled calls promptly and professionally using proven retention skills.
  • Used Microsoft Word and other software tools to create documents and clear communications.

Enterprise Back Office and Complaints Advisor

Etisalat e&
Cairo, Egypt
08.2007 - 10.2009
  • Oversaw daily operations to achieve high productivity levels.
  • Completed customer orders with speed and accuracy.
  • Improved efficiency and productivity by acquiring new skills.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Applied positive customer service approach to increase satisfaction levels.
  • Handled high volume requests and complaints to address customer inquiries and concerns.

Corporate Activation Sr. Representative

Orange
Cairo, Egypt
04.2006 - 08.2007
  • Monitored and updated stock levels and inventory databases.
  • Oversaw logistics and operations to deliver process optimisations and efficiencies.
  • Successfully delivered on tasks within tight deadlines.
  • Handled high-volume documents and contracts to minimize backlogs.
  • Completed opening and closing procedures, from product replenishment to budget control.

Corporate customer service Sr. Representative

Orange
New Cairo, Egypt
09.2005 - 04.2006
  • Understood business objectives and adapted sales services to achieve KPIs.
  • Provided exceptional customer care to uphold brand standards and reputation.
  • Increased revenue by upselling and recommending products.
  • Handled high volume calls to address customer inquiries and concerns.
  • Successfully delivered on tasks within tight deadlines.
  • Completed duties to deliver on targets with accuracy and efficiency.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Developed plans and strategies to promote continuous improvement.
  • Worked flexible hours, covering nights, weekends and bank holidays.

Corporate Customer Service Representative

Orange
Cairo, Egypt
07.2004 - 09.2005
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Completed customer orders with speed and accuracy.
  • Served customers to drive sales and deliver top-quality experiences.
  • Delivered tailored assistance to customers with disabilities.
  • Increased customer satisfaction by resolving issues.
  • Stayed current on processes and procedures to offer relevant assistance.
  • Applied positive customer service approach to increase satisfaction levels.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Operated machinery to achieve targets while following regulations.

Retail Sales Representative

Orange
Cairo, Egypt
05.2004 - 07.2004
  • Demonstrated exceptional knowledge of telecom products when consulting customers on purchase decision making.
  • Engaged clients by building authentic, long-term relationships, from welcoming to after-sales assistance.
  • Resolved customer complaints and process issues with proactive problem-solving skills.
  • Exhibited awareness of loss prevention guidelines and complied with inventory control measures.
  • Enhanced customer experience through all communication channels through professionalism and product knowledge.
  • Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
  • Assisted customers with product selection and sales, recommending items to increase transaction value.
  • Drove sales results through building and maintaining strong and thoroughly updated client portfolio.
  • Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
  • Worked closely with stock team to guarantee product availability and meet client requests.
  • Promoted customer loyalty scheme at checkout.
  • Engaged customers to enhance in-store experience and provide outstanding customer service.

Front Office Teller Trainee

Arab Bank
Cairo, Egypt
08.2001 - 09.2001
  • Opened new accounts and explained featured benefits and monthly fees.
  • Identified and mitigated potential fraud and transaction risks.
  • Identified and resolved financial discrepancies and escalated critical errors to management.
  • Completed special procedures for customers, ordering new cheques, stopping payments or investigating identity theft.
  • Counted and packaged currency and coins.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Assisted customers with questions about products, services and terms.
  • Helped customers complete credit card and general bill payments in-person or via online banking system.

Accountant trainee

Americana farm frites
Cairo, Egypt
06.2001 - 08.2001
  • Supported bookkeeping activities to maintain accurate and up-to-date records.
  • Built solid working relationships with clients using exceptional communication skills.
  • Maintained accurate and complete documentation for all financial department procedures.
  • Balanced reports to submit for approval and verification.
  • Liaised with internal teams to resolve payment queries.
  • Used initiative to go above and beyond assigned workload and supporting colleagues.
  • Oversaw work of junior accounting assistants and bookkeeping clerks handling extensive business financial information.
  • Verified accounting records, following up outstanding transactions.
  • Distributed invoices, answering payee queries and communicating deadlines.
  • Interpreted financial data, prepared official forms, and produced statements.

Education

Bachelor of Business Administration - Accounting

Ain Shams University
Cairo, Egypt
09.1999 - 05.2002

Certificate of Higher Education -

EL Fahd High School at KSA
Tabouk, KSA
09.1997 - 06.1999

Skills

Communication skillsundefined

Accomplishments

  • Participated in solving system issue and saved more than LE 1.2M revenue loss per year.
  • Implemented Refund process, streamlining work and increasing efficiency 40%
  • Representing the corporate customer care management in all pre-launch Corporate Products and Services kick offs, User Acceptance Tests
  • Assist in developing the process in the pre-launch phase for the below teams:
    o Corporate Complaints and Network Complaints Team
    o Corporate Back Office Team
    o Corporate Retention Team
  • Assist in developing the corporate Compensation Matrix and the proactive and the reactive retention processes as well as the rest of the retention processes in the corporate team.

Certification

COPC

Interests

Reading

Drawing

Travelling

Horseback riding

Training/ courses

COPC® (Customer Operations Performance Centre) certified coordinator with a degree of 97%, Jan, 2011
Certification to the COPC® Family of Standards, the most rigorous and prestigious measurement system in the call centre industry empowers staff to cost-effectively provide a sustainable level of superior client service. The programs include professional consulting, training, installation and benchmarking services designed to maximize organizational efficiency and productivity. All COPC Inc. certification courses are administered by seasoned call centre experts and are especially beneficial for Customer Service Providers and Vendor Management Organizations.
In addition to many technical and soft skills trainings:
✓ Six Sigma – Orange Belt (LSSOB) 2018, Dr. Samia Abdel Latif (Business Excellence Center).
✓ Playing with data training Course, Mirqah training center
✓ Certified Business Analysis Professional-CBAP VirgiTech institution.
✓ Six circles, Golden Mines institution.
✓ Innovation Seekers, Elevators institution.
✓ “I Reach" course, Logic institution.
✓ Seeds of Success, Green way academy.
✓ Emotional intelligence, Green way academy.
✓ Presentation skills, Logic institution.
✓ Business Writing Training Course, Quest institution.
✓ Communication skills course, Quest institution.
✓ Situational Self-Leadership, DALE CARNEGIE
✓ First Time supervisor, Golden Mines institution
✓ High Impact Presentations, DALE CARNEGIE
✓ Advanced Ms Excel 2003, VirgiTech institution.
✓ ACCESS 2003 advanced level, VirgiTech institution.
2001: I studied many courses from 1999 till 2001till I achieved and passed the Upper - Intermediate Level of the General English Program at the BRITISH COUNCIL

Timeline

Corporate End User Sr. Supervisor

Etisalat e&
04.2023 - Current

MIS and Reporting Analysis Analyst

Etisalat e&
09.2016 - 04.2023

Enterprise Complaints Senior Advisor

Etisalat e&
05.2011 - 09.2016

Enterprise Back Office and Retention Sr. Advisor

Etisalat e&
10.2009 - 05.2011

Enterprise Back Office and Complaints Advisor

Etisalat e&
08.2007 - 10.2009

Corporate Activation Sr. Representative

Orange
04.2006 - 08.2007

Corporate customer service Sr. Representative

Orange
09.2005 - 04.2006

Corporate Customer Service Representative

Orange
07.2004 - 09.2005

Retail Sales Representative

Orange
05.2004 - 07.2004

Front Office Teller Trainee

Arab Bank
08.2001 - 09.2001

Accountant trainee

Americana farm frites
06.2001 - 08.2001

Bachelor of Business Administration - Accounting

Ain Shams University
09.1999 - 05.2002

Certificate of Higher Education -

EL Fahd High School at KSA
09.1997 - 06.1999

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Alaa AbouelEzzEnterprise Customer care Sr. Supervisor