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Mohamed Abdelmaksoud
Customer Service Team Lead @Informa Markets
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WORK HISTORY
Customer Service Team Lead @Informa Markets
Manama, BH
Operational readiness plans and knowledge base content is in place for the Cairo Support Team to act as the main point of customer contact, inbound and outbound, through telephone, email, live chat and whatsapp.Act as the main point of contact for Internal event portfolio stakeholder relationships.Acting as the Subject Matter Expert ensure the highest level of customer service to our customers (visitors and exhibitors) making sure all queries are replied to, followed-up and resolved within the department SLA. Ensuring specific support requirements are understood and the Cairo team are operationally ready to support them with quality outcomes.Main point of contact for Customer escalations from the support team.Support Cairo with ensuring responses from internal teams required to resolve aCustomer enquiry are handled within SLA to preserve a good Customer experience.For Exhibitors, the core tasks revolve around helping them prepare for the show by explaining the Exhibitor Manual and co-ordinating resolution on all queries received.For Visitors the core tasks revolve around helping them understand the event website and supporting their attendance to the event.Capture/update customer data into CRM systems and/or any other relevant internal platforms.Support the development and implementation of integrated customers communication plans.Contact exhibitors proactively to educate them and gather feedback on using web services (exhibitor manual, new launches and products).Support the online exhibitor manual, catalogue data, lead generation tools and any other internal systems.Gather customer support insight for Event Teams to help drive continuous improvement of end to end CX i.e top contact drivers from SFSC case data and Customer Effort and Negative Sentiment insight from Tethr.Provide customer service support and coordination onsite at shows some requirement to travel across the EMEA region to provide on-site support.Support the event teams as required.
EDUCATION
The American University in Cairo
Good, Prmg "project management"
Advanced Academy
Bachelor of Business Administration (B.B.A.), Information Technology
High School
91%, Since
The American University in Cairo
Human Resources Management/Personnel Administration, General
ABOUT MOHAMED ABDELMAKSOUD
At Informa, my role as a Technology Services Administrator and Procurement Specialist…
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