Noha Abouamer
6th Of October, Giza,Egypt
Summary
Customer Experience Manager, with an exemplary career within BPO and travel spanning the last 20 years including Expedia Group and Concentrix Global Services.
Utilizing my passion for customer service and travel, I have achieved numerous promotions into roles of progressive responsibility. As a net result, I bring all-round capabilities within contact center management, as well as the ability to identify and implement improvements that enhance productivity, engage employees and transform customer experience. My mission statement to my teams is wherever you are, whatever you are give your best and that is reflected by an excellent track record of service improvements and incremental revenue generation, in every role I have held to date.
Overview
20
20
years of professional experience
Work History
Customer Experience Manager
Expedia Inc
, Egypt
01.2023 - Current
- Delivered all operational expectations while at the same time balancing project work through to completion (Overachieving in Q1, Q2, Q3 and Q4)
- led and supported contact centers to deliver on their SL and OKR targets.
- Designimg ongoing quizes based on real life situations to expose knowledge gaps to ensure compliance at the centers and to highlight where the quality teams need to focus there efforts to improve overall customer experience.
- Drove better compliance of teams creating invalid cases by increasing their adherence to the feedback loop process.
- Developped new employees to maintain high-quality customer service.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
- Developped tollgates for new hires to educate on various customer service tasks, product specifications and company protocols.
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Improved customer service initiatives by streamlining cancel and change management process.
Service Delivery Manager
Expedia Inc
, Egypt
01.2013 - 12.2022
- Established and refined service delivery processes by implementing bucketing to analyse customers' feedback from D-Sat, Detractor, promoter and passive comments, identifying root causes and actionning these to improve satisfaction levels.
- Ensured delivery process are efficient and cost effective (eg: decreased AHT without compromising the quality, decreased repeat contact rates, improved FCR, D-sat and NPS………..etc)
- Conducted Call listening /Email calibration sessions with the vendors to identify the areas of opportunities and to agree on action plans
- Ensured the quality and operational efficiency of the customer sales and support experience across all Expedia Inc brands for the French, Turkish and Arabic Markets - Working closely with Expedia line of business owners to ensure complete understanding of business requirements and expectations and then worked directly with the support centers to ensure flawless execution
- Ensured overachievment of contracted and agreed to SLAs & KPIs - Executed on key initiatives as agreed with core operations & project team
- Ensured communication with the core operations team keeping them informed regularly on operational performance and customer/agent feedback
- Analyzed daily, all reports/data pertaining to customer service/satisfaction performance and to sales/revenue performance and identify non-favorable performance areas assigning remediation plans and follow up from support centers as appropriate
- Listened to calls and reviewed chat transcripts and emails randomly to ensure they were handled in accordance withe service standards.
- Launched successfully the chat channel for English and Non-English Markets.
- Built Chat reports for English and Non-English to allow both Contact Centers and Service Delivery team members better manage the chat performance.
- Created Canned Responses to allow the chat agents being more efficient when exchanging with the customers.
Service Delivery Manager
Stream Global Services
Giza, Egypt
12.2009 - 12.2012
- Ensured KPIs, Revenue and Gross Margin targets were overachieved in all the acccounts that were under my remit
- Developed a great clients' relationship
- Evaluated performance of the accounts 4 times a day and sharing that with Supervisors (MOD)
- Made sure Team Managers complete a minimum of 1 Skill Development Form per month for every team member he/she manages directly and a minimum 1 per week for the underperformers and delivering trainings to the TMs to develop their skills.
- Delivered trainings to the TMs to develop their coaching skills
- Preparing presentations for (weekly, Monthly, and quarterly reviews)
- Sharing weekly, GM, KPIs, QA objectives with each Team Manager
- Held one to one sessions with team members on a weekly basis covering KPIs achievements - Financials achievement - QA achievements - Team adherence to schedule - adherence to company principles and policies
- Analyzed the results, NPS, C-sat and FCR on a weekly basis in order to identify the areas that needed improvement
- Put in place action plans, step goals and measuring efficiency of actions when deviating from Operational, Qualitative or Financial Objectives
- Organized regular meeting points with clients (weekly operational conference call - MBR - QBR)
- Assisted the sales department in farming the accounts and presenting the operations in new business opportunities when needed
- Certified the Team Managers
- Cultivated environment to encourage continual process improvements.
- Engaged with external stakeholders to facilitate development and delivery of key customer initiatives.
Contact Center Manager
Xceed Contact Center
10.2008 - 10.2009
- Responsible for management of call centre operations including KPI and SLA achievement, staffing plans, Revenue and Gross Margin, client relationship and team skills development
- Evaluating performance of the accounts 4 times a day (MOD)
- Checking the senior supervisors controlling point and action plans progress
- Developing Senior Supervisors skills by completing (minimum 1 Skills Development Form per month for every team member he/she manages directly and minimum 1 per week for the underperformers)
- Assisting in the preparation for client visits and preparing presentations for WBR/MBR/QBRs
- Managing Senior Supervisors by controlling their compliance with Xceed Management methodologies, tools, culture and principles
- Providing weekly, daily Revenue, GM, KPIs, QA objectives to each Senior Supervisor
- Holding 1to1 sessions with team members on weekly basis covering KPIs achievement - Financials achievement - QA achievements - Team adherence to schedule - adherence to company principles and policies
- Preparing reports to clients when needed
- Taking actions and measuring efficiency of actions when deviation from Operational, Qualitative or Financial Objectives
- Organizing regular meeting points with clients (weekly operational conference call - MBR - QBR)
- Assisting the sales department by providing analysis in case of peaks in order to negotiate possible expansions
- Responsible for K-Sats
- Preparing client invoices and acting as a first level in the debit collection process.
Contact Center Senior Supervisor
Raya contact Center
Cairo, Cairo Governorate
10.2005 - 10.2008
- Dealt with customer complaints and rectified product and service issues.
- Performed thorough quality and safety checks, ensuring all specifications were strictly adhered to.
- Increased team productivity through effective staff planning, coordination and task delegation.
- Motivated team through providing hands-on practical support to all members of staff on duty.
- Managed staff rotas, planning workloads effectively and strategically.
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
- Offered instruction, coaching and motivation for enhanced team morale.
- Managed store opening and closing, taking key holder responsibilities seriously to uphold robust security.
- Demonstrated ability to assess risk and respond to issues appropriately, eliminating workplace accidents and incidents.
- Built customer retention and satisfaction by delivering top-quality service.
- Maintained clean, organised working areas to create positive, productive environments with minimal risk.
- Guided and coached staff to achieve individual growth and sales production targets.
- Maintained spotless and tidy working areas to create risk-free and productive environments.
- Maintained documents and records to comply with internal policies and external regulations.
- Coordinated employee schedules and handled resource management to remove barriers to productivity.
- Acted as point of contact and motivation for employees.
- Oversaw day-to-day activities of team, ensuring tasks were completed to high standard.
- Identified and addressed process inefficiencies to drive higher output.
Call Center Supervisor
The Call Center Company C3
Cairo, Cairo Governorate
10.2004 - 09.2005
- Responsible for interviewing, and hiring customer service representatives
- Responsible for planning, assigning, and directing work; appraising performance; rewarding and disciplining customer service representatives; addressing complaints and resolving problems
- Making necessary changes in staffing based on day of week other anticipated events, and phone data
- Monitoring productivity of customer service representatives and generating reports
- Answering questions and recommending corrective services to address customer complaints
- Determining work procedures, preparing work schedules, and expediting workflow
- Studying and standardizing procedures to improve efficiency of subordinates
- Maintaining harmony among workers and resolves grievances
- Reporting to the Senior Supervisor, providing regular reports on daily, weekly and monthly basis.
- Directed call centre workflow, delegating tasks and continuously monitoring performance for adequate staffing and service levels.
- Oversaw triage and allocation of multiple calls per day.
- Reduced average customer call times through targeted training in quality control.
- Implemented cloud-based software to upgrade internal processes and improve team efforts.
- Undertook complex calls to pacify and reassure irate customers.
- Coordinated training opportunities to promote customer service excellence amongst staff.
- Scheduled team meetings to educate agents regarding best practices in dealing with customers.
- Authorised replacements and refunds requested by customers.
- Assisted representatives in solving problems with dissatisfied clients to increase customer satisfaction.
- Organised team building activities to motivate staff and build rapport.
- Carefully managed complaint escalations, remaining calm and professional to maintain positive customer satisfaction ratings.
- Created rosters based on staff strengths to build dedicated, hardworking teams for each shift.
- Analysed statistics, actioning strategic operational improvements to aid call centre growth.
- Collaborated with management team members to create call centre objectives.
- Conducted performance evaluations to determine capability and progress of staff.
- Calculated waiting calls and call abandonment to develop service improvement strategies.
- Carried out regular call and communication monitoring for service provisions to meet defined quality standards.
- Allocated inbound leads according to priority, distributing opportunities amongst staff.
- Collected and analysed call centre statistics and developed strategies for improvement.
- Recruited, trained and progressed call centre agents within business, leading by example in outstanding service standards.
Customer Service Representative
The Call Center Company C3
Cairo, Cairo Governorate
01.2004 - 09.2004
- Responsible of handling incoming calls and making sales.
- Handled customer queries, inquiries, complaints using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Managed 50+ daily calls, sales and handling customer requests.
- Assisted customers with additional retail services, including alterations, special orders and item loans.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
Education
Master of Accounting - Auditing and Control
2007
Certificate of financial Analysis - undefined
2003
B.Sc. - Economics, Information system
2000
Skills
- Multi-unit operations management
- Process improvement
- Vendor sourcing
- Agile project management
- Client rapport
- High-value project management
- Quality management
Languages
English
Fluent
French
Fluent
Arabic
Native
Timeline
Customer Experience Manager - Expedia Inc
01.2023 - Current
Service Delivery Manager - Expedia Inc
01.2013 - 12.2022
Service Delivery Manager - Stream Global Services
12.2009 - 12.2012
Contact Center Manager - Xceed Contact Center
10.2008 - 10.2009
Contact Center Senior Supervisor - Raya contact Center
10.2005 - 10.2008
Call Center Supervisor - The Call Center Company C3
10.2004 - 09.2005
Customer Service Representative - The Call Center Company C3
01.2004 - 09.2004
Paris 1 Panthéon Sorbonne - Master of Accounting, Auditing and Control
American University - Certificate of financial Analysis,
Cairo University - B.Sc., Economics, Information system
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