Open to opportunities

Monzer El - Shazly

@monzerelshazly

Message

Passionate customer advocacy leader with extensive healthcare experience.

Egypt

Message

What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth.

I am a dedicated customer advocacy leader with a strong background in healthcare, particularly within General Electric Healthcare. My journey has been marked by a commitment to elevating customer experiences and ensuring compliance across various regions. I thrive in team environments, where I can support others and drive initiatives that lead to improved customer satisfaction.

Throughout my career, I have successfully managed escalations, developed software solutions to streamline processes, and provided insightful analyses to inform strategic decisions. My efforts have consistently resulted in high Net Promoter Scores and improved service delivery metrics. I take pride in my ability to foster a culture of timely communication and effective problem-solving within diverse teams.

With a solid educational foundation in Business Administration and a passion for continuous learning, I am always seeking opportunities to enhance my skills and contribute to impactful projects. I believe that my experience and dedication make me a valuable asset to any organization looking to improve customer relations and operational efficiency.

Experience

Work history, roles, and key accomplishments

West Europe & Africa French Speaking Countries Customer Advocacy Leader

General Electric Healthcare

Apr 2021 - Sep 2021 (5 months)

Managed and led escalations within the region by working with multifunctional teams to resolve technical, part, and or commercial customer issues. Provided dashboards to show escalations status and progression of escalations and resolution performance.

Customer Advocacy Escalation Management Cross Functional Team Leadership Technical Support Commercial Resolution

Africa Customer Care Leader & Quality Support

General Electric Healthcare

Jul 2017 - Mar 2021 (3 years 8 months)

Managed and led escalations within the region by working with multifunctional teams to resolve technical, part, and or commercial customer issues. Supported in developing software to ease escalation methods and user interface.

Customer Care Quality Assurance Escalation Management Data Analysis NPS

North & East Africa Preventative Maintenance & Customer Care Leader

General Electric Healthcare

Sep 2015 - Jul 2017 (1 year 10 months)

Managed and led Technical, Part, and commercial escalations within the region. Created and ensured effectiveness of process for countries in region to improve and maintain preventative maintenance performance and overall customer satisfaction.

Customer Care Escalation Management Customer Satisfaction

Egypt Preventative Maintenance & Customer Care Leader

General Electric Healthcare

Jul 2014 - Aug 2015 (1 year 1 month)

Created and tracked preventative maintenance visits per system on contractual basis, maintaining a score of 97%-100% completion weekly and annually. Communicated with Field Engineers and customers preventative maintenance visit dates, times, case numbers, and confirmed service reports delivery and service reports quality.

Sales Support Escalation Management performance reporting

Egypt Services Center Leader

General Electric Healthcare

Jul 2012 - Jul 2014 (2 years)

Built and managed a team of 4 individuals, reporting failed GE Medical Equipment in GE Egypt. Monitored and ensured high quality customer handling, reflecting in GEHC overall Net Promoter Score increase.

Team Management Net Promoter Score (NPS)

Sales Team Support

Precipio Diagnostics

Jan 2012 - Jul 2012 (6 months)

Contacted and scheduled sales lunches with customers, and created customized brochures per customers for sales meetings. Maintained and updated internal CRM, and booked and provided sales team with travel plans.

Sales Support Customer Relationship Management (CRM)International Travel Planning Scheduling

Sales Team Support

Si Paradigm Diagnostic Informatics

Mar 2010 - Sep 2010 (6 months)

Sales Support CRM Management Scheduling Travel Coordination

Trainer/Sales/Collections Agent

Call Center Company (C3) – Raya Holding

Jul 2007 - Jul 2009 (2 years)

Served as a Debt Collections Agent and Trainer, and an American Yellow pages Sales Agent and Trainer. Provided Dell Computer Corporation Open Manage Subscriptions Customer Support.

Debt Collection Sales Training Customer Support Call Center Operations Sales

Education

Degrees, certifications, and relevant coursework

Modern University For Technology and Information (MTI)

Bachelor of Business Administration, Marketing

Grade: A+

Graduated with highest honors in Commerce and Business Administration, majoring in Marketing. Completed a graduation project on modern vs. classic sales techniques and a guide for the Egyptian Call Center Agent.