Botros Wadie
Customer Care Manager
Cairo
Summary
Accomplished Customer Care Manager with a proven track record at Telecom Egypt (WE), enhancing customer retention and satisfaction through strategic planning and performance management. Skilled in staff mentoring and people development, I've significantly improved service delivery and employee engagement, fostering a culture of excellence and respect. Expert in customer relations, achieving a notable increase in first-call resolution rates.
Overview
22
22
years of professional experience
2
2
Certifications
Work History
Customer Care Manager
Telecom Egypt (WE)
04.2021 - Current
- Created customer support strategies to increase customer retention.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Leading employee development plan to enhance performance and achieve excellence.
Customer Care Section Head
Telecom Egypt (WE)
11.2017 - 03.2021
- Improved employee engagement rates through open lines communication forums where concerns could be addressed promptly and effectively.
- Established effective communication channels between departments, promoting collaboration and information sharing.
- Optimized workflow processes for increased efficiency, resulting in reduced turnaround times for deliverables.
- Collaborated with stakeholders to develop clear objectives, strategies, timelines, budgets, risk assessments, monitoring plans, evaluations/results reporting frameworks for successful implementation of initiatives.
Customer Care Supervisor
Telecom Egypt (WE)
11.2011 - 10.2017
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
Customer Care Team Leader
Microsoft Corporation (Xceed Contact Center)
11.2006 - 10.2011
- Enhanced foreign customers' satisfaction (Italian and English) by promptly addressing concerns and providing effective solutions.
- Collaborated with management to develop strategies for increasing customer retention rates.
- Implemented quality assurance measures, resulting in a significant decrease in customer complaints.
- Established clear expectations for staff behavior by creating an environment that emphasized accountability, integrity, and respect in all interactions both internally and externally.
Customer Care Agent
Microsoft Corporation (Xceed Contact Center)
07.2004 - 10.2010
- Provided empathetic assistance to distressed Italian and English customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
Tour Guide
Multi Companies
11.2002 - 06.2004
- Provided engaging, informative, and safe guided tours to individuals or groups, sharing knowledge about the history, culture, and significance of various sites, while ensuring a memorable and enjoyable experience for all participants.
Education
MBA - General
Arab Academy For Science And Technology
Cairo 04.2001 -
Bachelor of Arts - Italian, English
Faculty of Al-Alsun
Ain Shams University, Cairo 04.2001 -
Skills
People Development
Strategic Planning
Staff Mentoring
Team Management
Customer Relations
Languages
Arabic
Native language
English
Proficient
C2
Italian
Proficient
C2
Spanish
Intermediate
B1
Certification
B.A from Faculty of Al-Alsun
Timeline
MBA
10-2024
Customer Care Manager
Telecom Egypt (WE)
04.2021 - Current
Customer Care Section Head
Telecom Egypt (WE)
11.2017 - 03.2021
Customer Care Supervisor
Telecom Egypt (WE)
11.2011 - 10.2017
Customer Care Team Leader
Microsoft Corporation (Xceed Contact Center)
11.2006 - 10.2011
Customer Care Agent
Microsoft Corporation (Xceed Contact Center)
07.2004 - 10.2010
Tour Guide
Multi Companies
11.2002 - 06.2004
B.A from Faculty of Al-Alsun
05-2001
MBA - General
Arab Academy For Science And Technology
04.2001 -
Bachelor of Arts - Italian, English
Faculty of Al-Alsun
04.2001 -
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