Mohamed EL-BROLOSY

• A. Managing Call Center Operation:
  1. Develop and improve processes to maintain the highest level of customer satisfactions.
  2. Train, develop, recruit, motivate, and performance manage employees to help reach our goals.
  3. Ensure queue SLA & Csat is the maintained.
  4. Motivating, Inspiring, stimulating, instructing, directing, coaching, briefing and managing performance of team.
  5. Defined the gaps if any and came out with solutions and agreements to close it.
  
  B. Managing Banking and reconciliation operations:
  1. preparing daily Settlement reports, managing Customers Wallets, reconciling balances.
  2. Support customers Financial Disputes claimants after Perform ATM Cash in, Out, Online Payment Transaction against participate Banks by Creating Disputes to concerning Bank to chargeback Customers rights
  3. Investigate and settle Good Faith Cases Between Etisalat and Network (EBC) participate
  
  C. Managing NTRA complaints Team:
  1. Managing customer complaints with NTRA through NTRA portal .
  2. Assure solving customer complaints within the agreed SLA with NTRA to avoid penalties.
  
  D. Digital Apps & e-Shop:
  1. Serve E-shop inquiries and transaction and ensure end to end designed experience is delivered
  2. Support all other non- telecom related apps requests and inquiries through chat and direct calls including Music, Sports, TV and games

• Managing overall internet operations including product activation, after activation support, CRM, technical support, back office operations, Call centers, vendor management.
• Implemented training programs to develop team skills, resulting in higher employee retention rates and job satisfaction.
• Boosted customer satisfaction scores to 86% through fast and knowledgeable issue resolution.
• Improved productivity while reducing staffing and operational costs by 20%.

Digital Sales Manager, 2019- Till 2021

- Digital Sales function includes Telesales, Social Media & CRM.

- Develop objectives for the call center’s day-to-day activities.

- Assume responsibility of budgeting and tracking expenses.

- Hire, coach and provide training to personnel to maintain high customer service standards.

- Monitor and improve ordering, telephone handling and other procedures.

- Evaluate performance with key metrics (accuracy, call-waiting time etc.).

- Prepare reports for different departments or upper management.

- Help, develop and drive the overall direction, coordination, and evaluation of Sells Support activity within the UAE Network and Cairo site.

- Work with the finance team to develop and manage the annual allocated budget, cost center.

- Inspire frontline teams to go beyond the standard “call of duty” to find creative solutions for system and process issues.

- Create closed-loop processes where team members are encouraged to be active participants in identifying opportunities for improvements to Seller Experience, workplace conditions, and internal tools.

- Build a working culture where accountability, transparency, and collaboration are the norm.

- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).

- Managing and mentor a team of 210 professionals including 14 team leaders, 5 supervisor and 2 SDM “Service delivery managers” splinted into two vendors “Raya & EGS”.

- Designing and implementing a strategic business plan that expands the company’s customer base and ensures its strong presence.

- Meet account growth targets set by management for the assigned market.

- Work hand-in-hand with Account Managers to create and maintain a win-win relationship with new and current customers.

- Update all internal systems to properly track potential customer and customer contacts.

- Help Account Managers and Service Managers establish initial contact with new customers.

- Managing and mentor a team of 15 professionals’ indirect tele-sales agents.

• § Steered a department of 1 team leader and 15 agents to cultivate the whole function including courier management unit, ADSL back office, and worked closely with NTRA and Telecom Egypt sectors.
• - Activated all Etisalat sales channels “Tele-sales, Resellers & Retails” cycle.
• Orchestrated the activities of Telecom Egypt’s eligibility, work order management, systems integration and UATs.

· Set-up poaching outsources team and designed new processes and workflow for the new function to enable achieving the targeted goals.

· Constructed and controlled voice back office team and ensured proper staffing to establish high standards of required service.

· Oversaw sales pools management, sales numbers management, and database, stoke fulfillment, systems integration and developed new green line Telesales SSS interface.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

· Started in Inbound sales, held all its duties such as taking, processing, and filling orders. Also coordinated troubleshooting and provided support to supervisors.

· Resolved billing questions and disputes, made customer call-backs / follow-ups, and performed data entry in addition to producing up selling and cross selling opportunities.

· Led a team of 10 Telesales agents and handled various important campaigns such as Telecom Egypt market researcher, satisfaction campaigns and customer’s product knowledge migration.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Responded to customer calls and emails to answer questions about products and services.