Menna El-sharkawy

•Manage and oversee the post-sale workflow once the contract is signed.

• Call restaurant owners daily to facilitate the onboarding of new accounts with the goal of getting them live on the platform as quickly as possible.

• Manage the client relationships during the onboarding experience.

• Collaborate with other teams and restaurant owners to set up accounts for long-term success including scheduling photoshoots, confirming operating hours, menu sources and collecting any additional information required.

• Collaborated with HCV stakeholders to develop strategic plans for product enhancements.
• Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
• Analyzed business problems, identifying root causes and developing robust solutions.
• Performed ongoing quality assurance testing throughout the software development lifecycle.
• Led ongoing business operations to successfully meet business goals and objectives.
• Analyzed and evaluated products and related performance.
• Coordinated resources across multiple departments to complete projects efficiently.

• Realtime Flagging of the Rider or Driver Product Issues to the product team on a daily basis.
• Changed the drivers payment structure aligning with the Ops team.
• Leading a calibration sessions with the high capacity vehicle product & supply stakeholders on a monthly basis.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Refer unresolved customer grievances to designated departments for further investigation.

• Handling inbound calls, I was handling GCC customers inquiries regarding their BEIN subscriptions like payment inquiries ,subscriptions activation and solving their receiver technical issues.
• Leading coaching sessions for the new joiners.
• Learning and Development specialist.

• Handling inbound calls, I was handling GCC customers inquiries regarding their OSN subscriptions like payment inquiries ,subscriptions activation and solving their receiver technical issues.
• Handling outbound retention calls to push the customers to renew their subscriptions.
• Acting as Coach, shadowing with the new agents , mentoring their calls side by side and correcting their info and improving their way of handling to achieve the FCR target (First call resolution) and meet the Quality standards.

• Handling the customers inquiries regarding the new company's plans & Handling customer complaints and making sure the customers are satisfied.
• Joined the training team, I was responsible to brief the agents with the updated knowledge base and the daily business update.