Arafa Sayed Awad

Store Management:
A:Technical
-Monitor staff & store KPIs [TAT,Return,Multipart consumption ] and align with targets and make action plan for not acheiving scores.
-Manage & Monitor system reported claims for IW and OOW to meet the standard process.
-Monitoring the SOP [standard operating Procedures] for the whole end to end customer process.
-Monitoring Customer satisfaction KPIs and investigate dissatisfied customer cases and find root causes and solutions .
-Escalate technical issues to HQ via the standard channels and follow up solutions till being closed.
-perform the auditing process and generate a trackers for abnormalities and following it up till being closed

Operational:
-Handle store staff manpower allocation in store efficiently
-Handle stores setup and assets and tools availability
-Handle team coaching technically and operationally to align with targets.
-sharing the monthly/weekly store/staff performance trackers in the country/ RHQ following up monthly/weekly Meeting
-Handle the Monthly staff performance report to HR

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Coached employees through day-to-day work and complex problems.

• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

• Organized meetings for executives and coordinated availability of conference rooms for participants.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.

• Coached team members regarding call strategy to effectively reach targets and foster customer retention.
• Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
• Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
• Oversaw call-monitoring, coaching, performance and corrective action for all team members.

• Trained and supervised team of customer service representatives in providing quality service to customers.
• Conducted regular staff meetings to discuss customer service issues and potential solutions.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Used [Software] to keep records of customer interactions, customer accounts, and file documents.

· Responsible of the treasury (treasurer)& I work on the accounting program Oracle.

· Wide range of experience in the Telecommunications environment.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.