Mo Elsopki

We save lives 🛻 📷

With industry leading AI-powered hazard detection, automated in-cab warnings, and personalised driver training, CameraMatics provides ultimate protection for drivers and vehicles.

✓ Continuous Improvement of all aspects of the customer journey, enhancing every single customer touchpoint, increasing efficiency and customer NPS / CSAT scores ✓ Educating support teams on everything CX, providing tools to support retention, advocacy and top line growth ✓ Completed a customer portal migration of 240k end users, across 3000 customers ✓ Diploma with distinction obtained in Customer Experience

✓ Launched new business vision and strategy to the company and customers, along with a complete company rebrand, ensuring customer base was fully notified of changes in place ✓ Onboarded UK, Canada & USA companies as part of acquisitions, implementing systems such as Zendesk, Salesforce and Zapier to the operations, ensuring all functions are fit for company growth, whilst keeping cost bas

✓ Created new Customer Support, Customer Success, Order Fulfilment & Stock Control functions from scratch, to support company growth ✓ Implementation of new live chat functionality ✓ Monthly presentations of performance and achievements to the board of Directors and CEO ✓ Launched a company complaint resolution process, ensuring adequate resolutions & improvements ✓ Provided a white glove service to customer base, by creating a tiered RMR based structure

✓ Launched new systems (Opera, Callscripter and Zendesk) to global call centres, to support customer communications, hotel bookings and ticket sales ✓ Regularly achieved ticket sales targets, working in sync with attraction managers to ensure their sales / visitor targets are achieved

✓ Improved booking processes to increase pre bookings CSAT score by 15% ✓ Identified trends in call demand, analysing data to provide customers answers online and via IVR and boost pre-visit sales

I started my career at Merlin as a Host at Chessington World of Adventures in 2002, progressing on to a Call Centre Agent, Mentor, and Manager, and on to the position of Operations Manager for the Merlin Call Centre in 2007.