Tarek Zakaria Ahmed
Customer Experience Manager
Giza
Summary
Customer Experience Manager with a demonstrated history of the call center industry. Strong leadership, sales & communication skills. A key policy maker and enthusiastic change leader. Very good business English. Skilled in Negotiation, Service-Level Agreements (SLA). Strong business development professional
Overview
14
14
years of professional experience
Work History
Customer Experience Manager
Nile Air
01.2020 - Current
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Provide leadership, development and coaching the supervisors and contact-center team. supporting team to ensure getting better performance.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Working with HR and Recruitment to hire the contact-center agents in the available vacancies.
- Set training material and training plan for the newcomers alignment with HR.
- Ensure change the contact-center policy, process and procedure based on customer experience and customers' feedback that received through the variety channels.
- Report to the management customers feedback to be discussed with other departments to change/add policy to ensure better customer experience and to avoid expected complaints.
- Carry out regular one to one’s, developing a culture where training and development are part of the team, identifying actions and working with the supervisors to ensure the skills and knowledge are developed effectively to the contact-center team.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
- Set and create teams' KPIs and supervisors' KPIs and change it if needed to achieve the department mission and vision.
- Handle the official complaints sent by Authority of Civil Aviation inside and outside Egypt as per Local and International Regulation.
- Handle the legal claims for Compensation in coordination with the legal team.
- Set monthly meeting with the contact center team and supervisors to review team common errors and last updates and make sure the contact-center team are on right track.
- Set MBR “monthly business review” with the contact-center supervisors reviewing team performance and the action plan needed with the staff.
- Creating reports to get MAX benefits from data base.
Customer Experience Supervisor
Nile Air
01.2018 - 12.2019
- Increased contact center efficiency by streamlining processes and optimizing workflows.
- Reduced response time to customer inquiries by implementing a new process and set or change the policy if needed.
- Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement.
- Monitored call quality and provided individual constructive feedback to enhance team performance.
- Enhanced customer satisfaction by implementing effective coaching strategies for team members.
- Leveraged data-driven insights to guide decision-making and optimize resource allocation within the contact center team.
- Boosted team morale and productivity with motivational techniques and clear communication of expectations.
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
- Enhanced customer satisfaction by implementing effective coaching strategies for team members.
- Improved team performance by conducting regular training sessions and sharing industry best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Mentored new hires in best practices for exceptional customer service delivery, setting them up for success from day one on the job.
Contact Center Team Leader
Xceed
05.2013 - 01.2018
- Increased contact center efficiency by streamlining processes and optimizing workflows.
- Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement.
- Monitored call quality and provided individual constructive feedback to enhance team performance
- Leveraged data-driven insights to guide decision-making and optimize resource allocation within the contact center team.
- Conducted regular performance evaluations of team members to provide constructive feedback on strengths and opportunities for growth.
- Boosted team morale and productivity with motivational techniques and clear communication of expectations.
- Established a culture of continuous improvement within the contact center, encouraging team members to share ideas on how to enhance operational efficiency or improve customer experiences.
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
- Enhanced customer satisfaction by implementing effective coaching strategies for team members.
- Improved team performance by conducting regular training sessions and sharing industry best practices.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Xceed
10.2011 - 05.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer every quarter within the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to contact center agents in the weird cases.
Computer Instructor
Westwood
10.2010 - 02.2011
- Computer instructor for Teachers Education and fresh graduates.
- Implemented innovative teaching methods, improving overall student engagement and understanding of complex topics.
- Assisted students in developing their self and support their skills.
- Provided feedback, guidance and support the students on participation and performance.
Customer Service Representative
ECCO Outsourcing
07.2010 - 09.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Updated account information to maintain customer records.
Education
Information Technology - Faculty of Information Technology
El Gezira Academy
Cairo, Egypt 04.2001 -
Skills
Avaya and Cisco system
undefinedTimeline
Customer Experience Manager
Nile Air
01.2020 - Current
Customer Experience Supervisor
Nile Air
01.2018 - 12.2019
Contact Center Team Leader
Xceed
05.2013 - 01.2018
Customer Service Representative
Xceed
10.2011 - 05.2013
Computer Instructor
Westwood
10.2010 - 02.2011
Customer Service Representative
ECCO Outsourcing
07.2010 - 09.2010
Information Technology - Faculty of Information Technology
El Gezira Academy
04.2001 -
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