Amany Kheder
Customer Service Manager
Cairo
Summary
I am a Law graduated and Nestle certified project manager, active for Nestle Egypt having a professional work experience of 14 years from which 10+ years in Contact Centre/Customer Service Centers leading roles since 2009. In my 10+ years in Contact Centre/Customer Service Centers roles, I have worked in complex and multicultural contexts and I`m used to work in political sensitive environments with local teams and teams on distance.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Customer Service Manager (Supply Chain Department)
Nestlé
Cairo
12.2013 - Current
- Liaising closely with all key customers (including meeting with major customers on a frequent basis) to maintain specific service agreements and to build and develop robust relationships to support business growth.
- Working cross functional to improve the overall supply chain inefficiencies, minimize waste and achieve all internal and external KPI’s.
- Managing the daily supply to the Customer and when applicable, informing the Customers of issues/opportunities and recovery plans in times of short supply.
- Providing Sales reports also monitoring and adjusting the parameters logistics, lead time, production cycles, cycles of appeal and in parallel manage contracted KPI / Service Levels.
- Verifying incoming stock and reconciling it with requisitions and updating inventory and stock location records.
- Receiving and checking purchase requests and production orders against inventory records and stock on hand.
Customer Service Supervisor
Vodafone International Services
Cairo
06.2011 - 11.2013
- Setting goals for performance and deadlines, organizing workflow, and ensuring that employees understand their duties or delegated tasks.
- Delivered daily reports to embassies, containing applicants schedule and data intakes, and attending weekly review meeting to discuss the results, challenges, and action plan in case there any.
- Recruitment of hires in certain periods and selecting new staff with HR support and Provided training and training plans for newcomers, staff, and Embassy employees.
- Monitoring employee productivity and providing constructive feedback and coaching.
- Managing a call centre operation through troubleshooting, negotiating, and patience by using my personality and skills. Same applies for handling different types of Customer Service Requests.
Customer Service Team Leader
Ecco
Cairo
03.2009 - 07.2011
- Implementation & start-up of the Vodafone Data validation & Customer service project and establishing a data validation section for Vodafone Egypt .
- Developing, implementing, and executing Plans and Procedures, budget indications, planning, resource plan. Provide strategic support and insights to Sr. Management.
- Setting goals for performance and deadlines, organizing workflow, and ensuring that employees understand their duties or delegated tasks.
- Participate in the newcomers and conduct initial and on the job training
- Presenting daily – weekly – monthly reports to the client “Vodafone Egypt”
- Manage, monitor, and develop Team performance
- Maintaining and developing customer relations
- Handling customer Escalations through investigate and solving Issues
Senior Customer Service Agent
Vodafone
Cairo
11.2006 - 03.2009
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Handling customer inquiries and loyalty program ‘inquires – complain – new ideas”.
Education
Bachelor of Law - International And Egyptian Law
Faculty of Law, Cairo University
Egypt 10.2001 - 06.2005
Skills
Customer Management
Hobbies
Travelling, scuba Diving , Cooking , learning New languages
Timeline
Customer Service Manager (Supply Chain Department)
Nestlé
12.2013 - Current
Customer Service Supervisor
Vodafone International Services
06.2011 - 11.2013
Customer Service Team Leader
Ecco
03.2009 - 07.2011
Senior Customer Service Agent
Vodafone
11.2006 - 03.2009
Bachelor of Law - International And Egyptian Law
Faculty of Law, Cairo University
10.2001 - 06.2005
Similar Profiles
Kevin AcostaKevin Acosta
Facility Payroll Coordinator at NestléFacility Payroll Coordinator at Nestlé
LEANDRO GRAMIGNIALEANDRO GRAMIGNIA
Startup Leader at NestléStartup Leader at Nestlé
Japneet BrarJapneet Brar
Associate Sensory Specialist at NestléAssociate Sensory Specialist at Nestlé