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
Problem-solving abilities
Create team KPI "Key Performance Indicators
Awareness of COPC standard for the contact center
"TOT" Training of Trainers, Certified from Westwood
Staff Training and Development
Team Recruiting and Hiring
Excellent knowledge of Microsoft Office Word, Excel, PowerPoint
Proficient and Certified in GDS system Amadeus basic and advanced
Salesforce CRM Software
Customer 360 Software
Avaya and Cisco system
Timeline
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 -