ISMAIL TOLBA
Regional Customer Experience Manager
Cairo
Summary
Customer experience leader with over 14 years of experience in customer service management, and optimizing customer journeys across various industries, such as telecommunications, luxury retail, consumer goods, and healthcare. A strategic and analytical thinker skilled at driving growth through customer-centric process enhancements, formulating strategies, digital transformation, relationship building, and team leadership. Implementing projects that greatly impacted customer satisfaction, a certified systems engineer with Microsoft credentials and holds a bachelor's degree in accounting and business administration.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Regional Customer Experience Manager
Majid Al Futtaim Group
1 2024 - Current
- Managing and overseeing customer care team located in all operating markets in the Middle East and North Africa [KSA, UAE, And Egypt], Implementing Freshworks (CRM) for the customer care team and all departments across the company
- Mapping Workflow, Processes, SOPS, SLAs, Customer satisfaction surveys, Quality Assurance metrics
- Evaluating, Monitoring, Coaching, and Appraising team members
- Collaborate with cross-functional teams for Policy documenting, Process enhancements, Service catalogue mapping, Analyzing NPS and CSAT
- Preparing monthly detailed and high-level reports to the C-level Management
- Manage the performance of services to customers, ensuring that service levels are achieved, and customer expectations are met or exceeded with ultimate responsibility for ownership of all customers' incidents or logged service requests; collaborate with the customer experience team to enhance NPS (Net Promoter Score).
Regional Customer Experience Head
MAGRABi Group
09.2019 - 01.2024
- Managing and overseeing a large team of 40 located in all operating markets in the Middle East and North Africa [KSA, UAE, QAT, KUW, BAH, Oman, Turkey, Lebanon, And Egypt], Supporting stores and E-commerce customers, including developing and implementing internal unified policies and processes, responsible for hiring, onboarding, training, monitoring, coaching, and directing the team to deliver the best customer experience, Formulates Customer Experience Strategies and execution in all operating markets.
- Leading Projects implementation and digital transformation:
- Successfully transitioned and migrated customers’ data from an old CRM tool to an omnichannel Customer Relationship Management (CRM) tool for the customer care and store teams
- Optimizing the omnichannel CRM tool across all channels, Inbound calls, Emails, Stores’ complaints, and chat, including SM platforms WhatsApp & webchat, and AI chatbot.
- Implemented and mapped Workflow, Processes, SOPS, SLAs, Customer satisfaction surveys, Chatbot, IVRs, and Telephony system.
- Developed and implemented the Refund and Exchange Policy, and Terms & Conditions for the MAGRABi group [Customer service team, and stores] in all regions
- Collaborate with cross-functional teams analyzing and utilizing NPS data, knowledge management tools, and training, and drive continuous processes and policy enhancements.
- Prepare and manage the annual budget, and present the monthly, quarterly, and yearly reviews on the Customer Care department's performance, Initiatives to the board and the CEO
- Achievements:
- 85% Decrease In customers’ complaints and in-store disputes by implementing a branded maintenance form and maintenance process
- 40% Saving in the compensation budget by Implementing an effective retention and compensation scheme led to a 97% customer satisfaction average and ensuring the continuation of delivering a world-class customer experience
- Supported the sales and business continuity during the Covid-19 total lockdown by developing a process for collecting new customers’ orders from all countries via the customer care team before the launch of the e-com, coordinated with all stakeholders to order manufacturing and delivery.
Customer Care Team Manager
Vodafone Egypt
02.2015 - 09.2019
- Oversee a team of 15 senior technical support agents, responsible for monitoring, appraising, and coaching team members based on teams’ performance, KPIs, tardiness, conformance, adherence, and quality monitoring and reports and conduct the scorecard reports to the management (Monthly – Quarterly – Yearly)
- Including managing technical training for all call center agents and vendor management teams
- Manage the performance of services to customers, ensuring that service levels are achieved, and customer expectations are met or exceeded with ultimate responsibility for ownership of all customers' incidents or logged service requests; collaborate with the customer experience team to enhance NPS (Net Promoter Score).
Business Solutions Supervisor
Vodafone Egypt
04.2014 - 02.2015
- Led service center team to provide hardware and software maintenance and support for iPhone, Blackberry, and Vodafone handsets
- Field support visits: Conduct technical visits to Vodafone's top corporate clients in case of any technical issues and follow up until done
- Revamped KPIs yearly for different team functions according to new roles of support and tasks added to the team and provided management with all detailed reports for other team functions (Performance – Tasks – Quality)
- Planning and handling team availability & schedule planning in different regions, managing leaves with the workforce team to ensure that all our operations are running smoothly with detailed reports.
Internet CC Senior Representative
Vodafone Egypt
05.2012 - 04.2014
- Follow up with Vodafone premium customers to ensure all escalated problems will be solved appropriately; handle and retain all customer complaints within the SLA
- Take ownership of escalated service requests through problem resolution to benefit Vodafone's internet customers, provide customers with superior recommendations and actions, drive customer satisfaction and Loyalty, and provide information about incidents analysis and KPIs (Key performance indicators) for all team members.
Customer Care Representative
Vodafone Egypt
01.2010 - 05.2012
- Respond to all Vodafone Egypt internet customer inquiries regarding all internet Services and provide end-to-end ownership to these inquiries till closure (Through calls & Vodafone website online support)
- Provide Vodafone Egypt High customers with all required information related to the company products and services, delighting them with superior customer service, Applying the FCR (First Call Resolution) concept for all customer inquiries, And handle and retain all the customers' complaints within the SLA.
Education
Bachelor's Degree, Accounting & Business Administration -
Mansoura University
Mansoura 09.2004 - 05.2009
Courses Certificates
- Time Management - Harvard University (Online Course & Certificate).
- Team Leadership - Vodafone.
- MCTS: Microsoft Certified Technology Specialist - Microsoft
- Lean and Six Sigma fundamentals - LinkedIn.
Awards
- Vodafone Appreciation Award, 2011, In recognition of dedication, passion, and going beyond the call of duty during Egypt's revolution.
- Vodafone Bronze Award, 2014, In recognition of the best performance during the last quarter of 2014.
- Vodafone Appreciation Award, 2016, In recognition of the best performance during January.
- MAGRABi Appreciation Award, 2020, In recognition of the customer care department's performance during COVID-19 and Cost saving.
Timeline
Regional Customer Experience Head
MAGRABi Group
09.2019 - 01.2024
Customer Care Team Manager
Vodafone Egypt
02.2015 - 09.2019
Business Solutions Supervisor
Vodafone Egypt
04.2014 - 02.2015
Internet CC Senior Representative
Vodafone Egypt
05.2012 - 04.2014
Customer Care Representative
Vodafone Egypt
01.2010 - 05.2012
Bachelor's Degree, Accounting & Business Administration -
Mansoura University
09.2004 - 05.2009
Regional Customer Experience Manager
Majid Al Futtaim Group
1 2024 - Current
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