True Service Excellence & Customer Champion - An Interview with Hady Sobh

Optus Wholesale is renowned for its commitment to exceptional customer service and operational excellence. A key figure in this endeavour is Hady Sobh, Senior Service Manager at Optus Wholesale and Satellite Services.

With nearly 15 years at Optus, we follow Hady’s journey from contractor to senior service manager showcasing his commitment to prioritising our customers through a customer-centric approach, always acting as the customer champion. 

Starting his career at Optus in 2009, Hady joined Optus and quickly built a strong reputation by demonstrating his value and commitment to the company, which led to ambitious career progressions. Over 70% of his career at Optus has been spent in leadership roles, providing him with extensive experience in working with teams and enhancing operational customer service processes. Throughout his journey, Hady has remained focused on his individual development plan, consistently striving for excellence and growth.

A Passion for Customer Service: The Role of a Senior Service Manager

As the Senior Service Manager, Hady oversees a variety of functions including fault management, customer inquiries, and relationship management. Having always worked in the operational side of Optus Wholesale, his passion lies in customer service. The service team, which has been expanded to include operational excellence, focuses on improving daily processes and integrating solutions that enhance customer businesses.

"My role involves managing customer relationships and ensuring operational excellence. Our team handles everything from fault resolution and billing inquiries to product delivery and post-sales support. We're the bridge between the customer and the organisation, providing transparency and support 24/7," Hady explains.

Building Genuine Relationships and Going Above and Beyond

Hady and the service team are committed to building genuine relationships with customers, going beyond business interactions to develop real, friendly bonds. They frequently catch up with customers, discussing both work and personal matters to foster trust and transparency.

"We take our relationships with customers beyond business. We build real, friendly relationships, catching up over coffee or lunch to discuss both work and personal matters. This helps us better understand their needs and provides a foundation of trust and transparency," Hady shares.

One notable example of Hady’s dedication to customer service occurred during Optus' annual offsite event, Orbital. Despite the noisy, busy environment, Hady addressed a customer's urgent call. 

"I promptly addressed a customer's urgent escalation, resolving their issue quickly. This dedication to customer service was highlighted in the annual Customer Satisfaction survey, demonstrating the impact of going above and beyond for customers," Hady recalls.

Cultivating Strong Customer Bonds and Embracing a True Partnership Approach

At Optus Wholesale, we believe in forging genuine relationships with our customers that extend beyond mere business interactions. 

Customer relationships are viewed as true partnerships. The success of our customers directly impacts the success of Optus. The service team regularly engages with customers through monthly governance meetings to discuss performance metrics, address any issues, and implement feedback for continuous improvement. 

“We view our relationships with customers as true partnerships. Their success is our success, and we work closely with them to identify opportunities for improvement and growth. This collaborative approach ensures that we meet their needs and exceed their expectations,” Hady states.

A look beyond the office

To truly understand the depth of Hady’s commitment and his unique contributions to our team, it’s important to see the person behind the professional role.

Hady brings more than just professional excellence to Optus Wholesale. He loves a good social gathering and is always eager to volunteer in the organisation and in the setup of events. Hady sees these events as an effective way of networking and an opportunity to wind down and get to know his colleagues on a personal level. That’s why you’ll often find him cooking the barbecue or working as the bouncer, handing out wristbands. Once, he brought around 15 kilos of meat for a team barbecue - he’s the meat guy! Hady has also spent time volunteering with year 7 students as part of the ABC program, working on their development, confidence, and growth. On a personal note, Hady is a twin, 8 minutes younger than his twin brother.

Relentless Pursuit of Excellence

Hady and his team are passionate about continuous improvement. They use the Customer Satisfaction Index (CSI) to benchmark their performance against competitors and identify areas for enhancement. By actively incorporating customer feedback, they have enhanced their self-service tools, simplifying the process for clients to manage their services.

"We are relentless in our pursuit of improvement. By leveraging feedback and training, we aim to continually elevate our service offerings and customer experience," Hady notes.

Drawing Inspiration from a Healthy Lifestyle

Hady’s dedication to health and routine in his personal life translates into his professional life which helps him maintain resilience and a positive mindset. This discipline and focus on health enable him to perform at his best.

"I'm quite routine and scheduled in my daily life, often starting my day with a gym session. This discipline and focus on health translate into my work, where I strive for resilience and continuous improvement. A healthy mind and body enable me to perform at my best," Hady explains.

Maintaining a healthy body and mind allows Hady to provide customers with the best version of himself, benefiting not only his customers but also his team members and colleagues. Optus’ onsite gym offers a valuable resource for balancing work and health, providing the flexibility needed to integrate wellness into daily routines. This commitment to a balanced lifestyle ensures that both customers and team members thrive, creating a positive and productive environment for everyone involved.

Future Initiatives and Excitement

The service team is excited about future initiatives that will enhance their service offerings and customer experience. The Optus Wholesale operations teams are integrating advanced self-service tools and proactive assurance capabilities, enabling customers to manage their services more efficiently and effectively.

"We're excited about future initiatives that will enhance our service offerings and customer experience. We're working on integrating advanced self-service tools and proactive assurance capabilities, enabling customers to manage their services more efficiently and effectively," Hady shares.

Partner with Optus Wholesale for a True Partnership – At Optus Wholesale, we believe in building genuine, long-term relationships with our customers. Our commitment to service excellence, relationship management, and delivery assurance ensures that you receive reliable support when you need it most. Join us and experience the difference of a partnership where your success is our priority. Let’s work together to achieve outstanding results and drive continuous improvement for your business.