Ibrahim Khalil

• Focal point between the company and the outsourcing call center
• Focal point between customer service department and other departments in the company “ Finance , sales, Technical & Customer care “.
• Prepare weekly and monthly reports for queue results and performance.
• Build custom reports and dashboards to provide insights into sales and marketing performance.
• Manage and create an activation process for new updates
• Database cleaning campaign by creating new processes and completing customer data for current customers.
• Increased customer satisfaction by implementing a personalized CRM strategy for better communication and engagement.
• Analyzed customer behavior to identify trends and optimize marketing strategies for increased revenue growth.
• Conducted thorough market research to stay abreast of industry trends and competitor offerings, informing strategic decisions related to CRM management.
• Develop and implement data management best practices.
• Championed a culture of continuous improvement by regularly reviewing and updating CRM processes and strategies, maintaining a focus on achieving organizational goals.
• Created customer support strategies to increase customer retention

• Maintain high level of accuracy and efficiency to achieve customer satisfaction and sales goals
• Ensure, manage and supervise client's requests
• Ensure all businesses are managed and supervised by following procedures to ensure adherence
• Maintain and increase growth in business
• Provide guidance and recommendations to board and team in order to increase overall business objectives
• Lead operation team, set their objectives, and review their performance
• Provide financial solutions recommendations based on identified needs
• Develop opportunities to increase sales production
• Coach and assist team to enhance productivity and achieve set targets
• Meet budget targets through responsible planning and resource allocation
• Secure new techniques to resolve problems with processes, technology, and team members to improve overall efficiency
• Systematize files to support efficiency and traceability
• Troubleshoot problems and diagnose system faults
• Design, create road map, and communicate deadlines to complete projects on time
• Customize customer experiences to build brand loyalty
• Meet schedule using excellent planning and coordination skills
• Prepare range of written communications, documents, and reports.

• Develop high-quality business strategies and plans ensuring their alignment with short-term and long-term objectives
• Built and maintained customer relations through comprehensive marketing communication strategy
• Build and implement innovative customer relationship management frameworks, maximizing business opportunities for financial growth
• Maintain excellent customer satisfaction and create customer loyalty programs
• Increase revenue and improve client retention by going extra mile with clients to assist their needs and offer consultation and support
• Maintain existing customer relationships and act as their trusted advisor
• Thoroughly assessed customer feedback regularly to better understand what customers want.

• Focal point between company and outsourcing call center with Wasla contact center
• Focal point between customer service department and other departments in company “Back office, sales, Technical & Business Development “
• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Monitoring call center results
• Analyze call center metrics, ensure that company and staff meet goals, and provide reliable, efficient support for customers
• Check daily reports for queue performance including “SLA, answered level, abandoned, number of login agents, customers inquire, and customer complaints.” Prepare weekly and monthly reports for queue results and performance
• Monthly and quarter analyses for each period for “call center result and data cleaning campaign result”
• Monitoring customers' emails for inquiries, requests, and complaints and customer service agents' replies
• Train call center agents for product knowledge and new updates
• Ensuring that agents are achieving desired service levels and taking corrective action, as needed
• Database cleaning campaign by creating new processes and completing customer data for current customers
• Manage and create activation process for new accounts
• Track customer complaints and cases and find solutions and solve them
• Suggest new methods to improve company efficiency and service to both internal and external customers.

Build and increase agent's awareness of how to deal with system and handle customers' inquiries

• Train agents on how to work new campaigns, explain offer, and answer their inquiries
• Trace & discover systematic mistakes/issues and solve the problem
• Back-office tasks: Extract reports from Siebel /calculate productivity per agent/ monitor agent's performance “through Business object BO”
• Tracking agents as part of workforce role" Systematically”
• Quality Monitoring/scoring
• Recruiting and training new account executives
• Monitoring work performance
• Actively participate in performance appraisals for CC customers
• Provide leadership, guidance, and support to CC customer service
• Daily coordination, coaching, and developing of agent's performance and creating one-to-one meetings
• Communicate effectively to motivate, foster positive work environment, and encourage growth
• Create and maintain high quality work environment so team members are motivated to perform at their highest level.

• Working at Vodafone company with Campaign teams a marketing representative for the CVM project (Customer Value Management) project
• Gain and build Vodafone customers loyalty
• Handle campaigns with the sales department
• Raise customer awareness about the new offers of service
• Ensure customer satisfaction
• Handle customers' calls, and solve their complaints while maintaining their satisfaction.

• Banque du Caire project
• Interact and handle customers to provide them with information needed, respond to their inquiries, and services, and handle customers' accounts
• Handle and solve customers' complaints and escalated them to concerned departments
• Reporting on Cisco System about brio.