Eslam M.

Management & Coaching: Led, motivated, and monitored the daily performance of a dedicated customer advisor team to achieve individual and collective targets. Activity Steering: Analyzed key performance indicators (KPIs for quality, sales efficiency) and optimized operations utilizing the group's digital platforms. Complex Dispute Management: Supervised high-value financial files, arbitrated customer refund requests, and resolved billing anomalies. Field Operations Coordination: Coordinated and scheduled field technicians to ensure seamless deployment of Home, Mobile, and hardware terminal solutions. Digital Projects & Innovation: Steered the rollout of the Smart Home connected solutions catalog, digital products, and integrated AI-driven customer relation tools. Onboarding & Talent Development: Spearheaded training programs, performance coaching, and continuous integration of new hires to ensure team alignment.

Business Development: Actively prospected, negotiated, and closed service contracts including mobile plans, residential broadband, and connected ecosystems. Logistics & Delivery Monitoring: Managed and streamlined the delivery progress chain of devices and terminal equipment to ensure timely delivery to the final customer. Technical-Commercial Advisory: Conducted customer needs-assessments and configured advanced telecom solutions and Smart Home security environments.

Client Relations Management: Managed a high volume of inbound technical and billing inquiries, maintaining a strong First Contact Resolution (FCR) rate. Value-Driven Upselling: Identified commercial opportunities and pitched complementary services/upgrades during active customer interactions. Mentorship & Peer Support: Actively mentored and coached new teammates during their initial floor-walking and integration phases.