Executive Vice President
Technical Business Company ( Sharek )
Total des années d'expérience :19 years, 10 Mois
Managing client accounts and assisting in growth and development of staff as well as the overall company. This involves expanding and securing new business, managing project portfolio that meets or exceeds projections, and participating in the internal management of the company.
Internal Relationships
Develop junior staff to the next level by ensuring assigned staff fully understand projects, providing effective feedback (positive and critical), identifying and promoting growth opportunities for team Implement firm policies around recruiting, staffing, training and account management that result in top-notch client service as well as a positive work environment that fosters a pattern of long-term staff retention
Promote a positive environment for staff and identify, work with management to address any issues that are creating barriers to an optimal work environment for all staff
Provide feedback, advice and back up as needed to other members of senior staff team to ensure all senior staff has support needed to effectively run accounts and promote positive work environment
Attend and actively participate in senior staff meetings, offering ideas, insights and recommendations on firm policies, staffing, client service, new business and other topics that ultimately impact the overall the business quality
Manage workflow for yourself and all staff assigned to your team project team
External Relationships
Identify new business opportunities, participate in new business pitches and assist in drafting new business proposals
Expand and/or renew existing accounts
Maintain an extensive network of nonprofit and foundation connections that can be tapped for new business outreach, issue expertise, etc.
Develop and conduct trainings, including regular Spitfire trainings such as the Smart Chart as well as niche areas of expertise, such as collaterals or policy maker relations
Successfully run multiple accounts simultaneously, including managing work plans, client expectations
Customer’s doors opened:
Tele-finity CC company
Ministry of culture and information
Ministry of Interior
Ministry of defense
Royal Commission in Jubail
Mobily
National Guard Forces Hospital
PCCI
Inforfort
Etisalat Egypt
Sports Authority
Participating on the president or CEO-led team that creates the organization's overall vision, mission, values, beliefs, and strategic goals.
Creating, communicating and implementing the organization’s vision, mission, and overall direction within areas of responsibility in all departments.
Leading, guiding, directing, and evaluating the work of other executive leaders including assistant vice presidents, senior directors, and managers.
Formulating and implementing the strategic plan that guides the direction of their business or their area of functional responsibility, such as developing the marketing strategic plan, in addition to implementing the overall strategic direction.
Achieving the organization's overall strategic goals and contributing to the sales and profitability requirements of the business as determined by the strategic plans.
Forming, staffing, guiding, leading and managing an organization of sufficient capability and size to accomplish the vice president's responsibilities and job requirements.
Overseeing the complete operation of an organization in accordance with the direction established in the strategic plans.
Evaluating success of the organization, does the organization achieve the overall success that was budgeted for, planned for, and strategically aimed to accomplish? If not, why not? And, if not, answer the question about how to get the organization back on track.
Maintaining awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards, and so forth. Generally, seeking to stay in tune with any opportunities that the organization can leverage. Performing other responsibilities as assigned by the CEO.
Customer’s doors opened:
CITC (Saudi Arabia)
Ministry of Labor
Contact Center Company (CCC)
Medical Sector (Ministry of Defense)
STC
Mobily
Telework company is a telework solution and HR authorized service provider from Ministry of Labor MOL, where we are providing business solution to increase work from home
.
a caliber team is working to push KSA vision of 2030 to increase the number of women working power specially who work from home
Telework Company is one of 2Share group
Customer’s doors opened:
10’s of private customer and hiring more than 1400 Teleworkers allover Saudi Arabia in the private sector under the umbrella of ministry of labor
For targeting new channels of business to the company, i work to improve organization’s market position and achieve financial growth. My role is to define long-term organizational strategic goals, builds key customer relationships, identifies business opportunities, negotiates and closes business deals and maintains extensive knowledge of current market conditions.
New channels invaded
http://www.ccc.net.sa/
Contact Center Company agreement with 2Share for a new call center outsourcing opportunity with revenue of 800.000 per year
http://telework.com.sa/
a new channel of business with Ministry of labor and its business delegated company Takamul to provide the Telework solution to the market which drove to make 2Share an authorized partner to provide telework inside Saudi Arabia
More than 9 years’ successful experience in customer service and support with recognized strengths in account maintenance, planning/implementing proactive procedures to avoid problems in the first place.
• Possess solid computer skills.
• Ability to train, motivate, and supervise CS staff.
• A team player, acknowledged as “Total Quality Customer Service Professional.”
• Develop plan, conduct variance analyses, process call center project financial plans.
• confidentiality at a high level
• Very adhere to organizations policies and procedures
• Self-starter, ability to work with minimal supervision
• Ability to work according to a strict time schedule and meet deadlines
• Work with people from different ethnic backgrounds
• Ability to organize and prioritize multiple tasks quickly and accurately
• Excellent communication and interpersonal skills both in English and Arabic
• Good listener, excellent customer service abilities with positive attitude
• Work under pressure, resourceful and adaptable
• Good judgment and decision making abilities and time management
• Prepare status report, weekly health reports, traffic reports
• Customer service and call center consultant
• I give training on Customer service, communication soft skills, negotiation, body language
• preparing the surveys and call flows tress for the IVR’s
• preparing KPI’s according to the world class standards
• adjust "real time" to fluctuations in volume, handle time, adherence, etc.
• identify pitfalls and correct them for a high ROI
• Inbound phone service as well as inbound phone service metrics.
• Management of deferred or "non-phone" or "batched" transactions
• Understand costs from a contact center's view and techniques to improve efficiency
• High-performing benchmarks of recruiting, hiring, training, skills and knowledge verification
• Create charts and graphs for business
• Managing elements of forecasting, staffing and scheduling
• Measure and manage absenteeism & attrition
Projects Achieved:
1- Handling the full management of the call center of Ministry of labor KSA . September 2011 Till May 2013
• Handling full-fledged operations in the whole call center as of Building the location, hiring people, training, st management policies, quality management, HR and salaries, KPI, reporting and day to day tasks.
• Managing a team of 70 persons
• http://www.mol.gov.sa/
2- Consulting building the Call Center of MG motors. January 2012 Till May 2013
• Helping MG motor in how to choose the right employees with the needed training and setting a guide lines on how to operate the daily tasks and sales.
• Number of team is 12
• http://mgksa.com/
3- Call center and Customer Service consultant for AL JAZEERA Hospital in Al Riyadh. March 2013 Till September 2013
• Helping on establishing and managing operations of the new call center of the hospital.
• Number of team is 8
• http://www.aljazeerahospital.com.sa
4- Call Center and Customer Service consulting for King Faisal Specialist Hospital, KFSH. November 2013 Till February 2013
Call Center and Customer Service consulting for King Faisal Specialist Hospital, KFSH
• Operation, Workforce management, reporting and strategic consulting.
• number of team is 20
• http://www.kfshrc.edu.sa
5- CITC Call Center Staffing. August 2013 Till Present
Providing a highly trained outsourced agents to run the operations of the Communications and Information Technology Commission.
Keep tracking the Adherence and performance of the Agents to provide a high class service that meets the CITC level of professionalism.
http://www.citc.gov.sa/Arabic/Pages/default.aspx
• My job as Customer Service supervisor is a highly focused position to ensure that the organization understands and satisfies its customer's requirements. I helped in developing customer service policies and procedures for an organization and handle face-to face complex inquiries from customers. A Customer service assistant manager's main aim is to provide fantabulous customer service.
• Accountable for authorization of new customers accounts in Egypt and north Africa premises including overall customer satisfaction.
• Managed team of 30 of professionals.
• Accountable for welcoming the tourists in the area of pyramids and sphinx including overall customer satisfaction.
Coordinator of the office of the cultural activities and how to solve A U C community problems in the office of student's development. Administrator of the office of student's development (student's affairs). I did work perfectly which led the administration to reward me with formal certificate recommended me to work on any of institution in Egypt
DBA Student
Master Study in Global Management
1) Knowledge of the Contact Center Industry 2) Inbound Phone Service Management and Metrics 3) Cost, Efficiency & Productivity Metrics and Management 4) WFM Introduction: Forecasting, Staffing, and Scheduling 5) WFM Introduction: Real Time Management 6) Quality in the Contact Center: Common Pitfalls and How to Avoid Them 7) Customer Satisfaction and Dissatisfaction 8) Deferred Transactions (Back Office) Management and Metrics 9) Recruiting, Hiring, Training, Skills and Knowledge Verification 10) Good Graphing Tips for Contact Center Professionals 11) How to Review Data and Reporting with CUIKA 12) Measuring & Managing Absenteeism and Attrition