Quality & operation follow-up manager
Ajlan&Bros
Total years of experience :15 years, 11 months
Quality Responsibilities
• Ensuring the integration of the QMS requirements into the organization’s business processes.
• Establish, implement, maintain, and continually improve a quality management system, including the processes needed and their interactions, in accordance with the requirements of 9001/2015 International Standard.
• Establishing and developing the quality policy.
• Ensure that documented information determined by the organization as being necessary for the effectiveness of the quality management system.
• Analyzing, monitoring, and evaluating the performance and departments KPI’s.
• Ensure that annual objectives for each department been determined.
• Ensure that all objectives been achieved and evaluate the extent of achieving for objectives.
• Ensure that risks and opportunities been listed.
• Evaluating and analyzing the effectiveness of the actions taken to exploit opportunities and reduce risks.
• Plan, establish, implement, and maintain an audit program including the frequency, methods,
• Ensure that results of the audits are reported to relevant management.
• Take appropriate correction and corrective actions without undue delay.
• Evaluate the extent of customer satisfaction.
• Evaluating the effectiveness of the quality management system.
• Ensure that QMS continues suitability, adequacy, effectiveness, and alignment with the strategic direction of the organization.
• Ensure that the external company accreditation is obtained and maintained (ISO 9001-2015).
Customer service Responsibilities: -
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused on that mission.
• Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.
Follow-up Responsibilities: -
• Ensure that Follow-up supervisors are enhanced and implement all SOPS.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Monitor the effectiveness and quality of incoming, outbound calls and emails.
• Determine weaknesses in performance and establish solutions to improve.
• Evaluate and analyze the productivity of Sales team.
• Measuring the productivity of the sales team in terms of positive visits compared to executed visits.
• Measuring the extent of the sales team's coverage and customers conversion rate
• Analyze data to identify trends and patterns of data.
• Analyze customer surveys, complaints, and market research.
• Working on retention program for non-working customers.
• Establishing, maintaining, and expanding customer’s base.
CCTV Responsibilities
• Oversee and direct all facets relating to the CCTV (operations, management, response, and maintenance) across all facilities.
• Monitor and evaluate the progress, performance, and productivity of the CCTV operations across all facilities.
• Develop and implement security policies, protocols and procedures as needed.
• Manage and maximize contract financial returns by improving operational efficiency and management of staff.
• Support Projects with advice on technical matters during construction, including construction safety and design and construction of temporary facilities.
• Participate as a member of Health, Safety and Environment review team.
• Ensure that company third party accreditations are obtained and maintained (ISO 9001-2015)
• Ensure Quality Management System processes are “established, implemented and maintained”,
• Report to “top management” on the QMS performance and where improvements are needed,
• Ensure that everyone in the organization is aware of customer requirements.
• Ensure all company policies, procedures, and work instructions are documented in a clear, simple, and concise manner.
• Assist in the preparation of tenders by providing management system related documents.
• Identify relevant legislative requirements.
• Control and maintain the company audit and risk assessment schedule.
• Conduct quality and environmental system compliance audits.
• Ensure customer satisfaction for every AjlanBrosCo direct customer through call monitoring.
• Evaluate and analysis the productivity of Sales team.
• Ensure compliance of sales team members with Sales policies and procedures starting from journey plan till after sales services.
• Tracking the team movement and behavior through GPS tracking system.
• Design and author educational program materials to enable frontline employees to effectively sell and execute the program.
• Analyze data to identify trends and patterns of data.
• Scope and evaluate opportunities and develop strategies to increase Volume, Revenue, and Distribution
• Evaluate customer, segment, and industry trends to identify new ways to leverage and grow both programs.
• Develop and maintain on-going communication with key headquarters and field-based business partners to define goals and strategies of program.
• Host ongoing refresher training and new release/update trainings.
• Maintain on-going communication with field-based partners on updates to the programs and share results.
• Own relationship with program vendors
• Build excellent team capability through promotion of teamwork, process improvement, and best practice sharing.
• Drive department initiatives, optimal frequency, minimum drop, orders per hour and best call times
• Collecting customer feedback and market research.
• Working on retention program for the customers, which stopped dealing with the company.
• Establishing, maintaining, and expanding my customer base.
• Tracking the team movement through GPS tracking system.
• Dealing with some major customer accounts.
• Working as an internal quality auditor for quality management system.
• Proactively manage personal work standards and development.
• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of client’s requirements.
• Ensure service level agreements are met and maintained.
• Work as part of a team to ensure offering world-class service at all times.
• Meeting service level in handling all transactions measured through productivity reports
• Develop and deliver areas of process improvement.
• Assist in ensuring all quality standards are met.
• Assist in reporting on and monitor KPI’s and SLAs.
• Acting as second level to support the following
• Voice and data technicalities:
- Support all client's services on different types of handsets.
- Support all client’s services on any OS (Android, Symbian, Windows, BB, Apple)
- Full support 3rd parties products, services and related OS (Blackberry, iPhone)
- Support all Broadband devices including USB Modem, MiFi
Acting as team leader at Vodafone AData call center:
• Managing the daily operations, and tasks distribution amongst team members.
• Make sure that we communicate all Brand Essence messages and ensure delivery to our customers as well as ensure the understanding of our customers concerning Brand messages, through planning of appropriate cascading methods.
• Achieve Vodafone customer’s satisfaction by continuously developing and enhancing the customer experience
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate and SL.
• Motivate and encourage agents through positive communication and feedback.
• Assist in reporting on and monitor KPI’s and SLAs.
• Assist in ensuring all quality standards are met.
Working at Vodafone ADSL billing and technical support team
Responsibilities:
-Respond and solve all VF ADSL Egypt customer ADSL billing and technical inquiries
-Act as a first line of support to all VF Egypt ADSL users’ inquiries
- Provide customer with appropriate options/right suggestion
•Handling customers inquires about Vodafone services, products and promotions
•Handling technical issues for business solutions and connectivity as USB technical support
• sell all kinds of cell phones for below brands (Nokia, HTC, Sony Ericsson, Samsung, L.G) and IT products like (laptops, cameras, LCD, PlayStation).
• Making sure the shop floor runs smoothly
•Meet the store's monthly targets and handle budgets
•Deal with any inquiries and complaints and monitor customer service
•Serve customers as needed
•Put the rotes and shifts
•Check that the products we sell are well displayed
•Managing deliveries
controlling the role of the shipments containing mobiles Nokia between maintenance center and Nokia care branches and follow-up the cases in maintenance and sometimes I call customers to handling the problems about they mobiles and making offers to them
• Sell business lines for corporate
• Following up the request
• Retain the existing customers
Accounting