Ahmed Abubaker Certified Human Resource Manager

As the Talent Acquisition Manager at Shuwaikh Gate Holding (SGH), I lead the recruitment and talent strategy efforts that are vital to SGH’s continued success as a prominent player in the real estate and investment sector. With a diverse portfolio spanning real estate development, hospitality, retail, and construction, I manage the entire recruitment lifecycle across multiple departments, ensuring we secure top talent that supports our business objectives and long-term growth.

In alignment with SGH’s strategic milestones—such as our expansion since 2004, managing over 2, 053 leasable units, overseeing 230 residential units, and operating across Kuwait and the UAE—I collaborate with department leaders to meet staffing needs and enhance SGH's employer brand. My efforts include leading executive hires, facilitating talent pipelines through student training programs, and optimizing onboarding for new hires.

By integrating forward-thinking recruitment practices and supporting key projects, I play an integral role in shaping SGH’s workforce to meet our ambitious goals. This includes contributing to our success in managing 5 major malls and fostering a team of 1, 800 dedicated professionals who continue to drive our vision of being the "Gateway to Excellence."

As the Regional Recruitment Manager for Trafalgar luxury group, I oversee recruitment initiatives spanning Kuwait, Saudi Arabia, the UAE, Qatar, and Bahrain. Within our expansive portfolio, we proudly represent renowned brands from both the LVMH and Richemont groups, including TAG Heuer, IWC Schaffhausen, Panerai, Piaget, Jaeger-LeCoultre, and TimeVallée.

Additionally, we serve as the official premium reseller of Apple products in Kuwait and Qatar, further diversifying our offerings to cater to the discerning tastes of our clientele.

My role entails orchestrating recruitment strategies that uphold the unparalleled standards synonymous with luxury retail while ensuring alignment with the distinct cultures and preferences of each regional market. By cultivating a talent pool that reflects our commitment to excellence, innovation, and personalized service,

I play a pivotal role in sustaining our group's position as a premier destination for luxury goods and cutting-edge technology experiences.

• Conduct analysis and forecast hiring needs for departments across Kuwait and Africa, encompassing 31 countries with a workforce of nine thousand employees.
• Develop sustainable talent acquisition strategies and innovative techniques tailored for the unique requirements of the luxury industry.
• Lead the planning, development, management, and supervision of employer branding activities to enhance the organization's image.
• Inspire and engage employees to become brand ambassadors and create comprehensive employee referral programs.
• Manage and ensure the quality and accuracy of all job descriptions within the organization.
• Source and identify top-tier talent for open positions utilizing job postings and talent pools.
• Design, plan, and execute recruitment and selection processes, including conducting interviews, screening calls, and administering psychological tests as needed.
• Review employment applications and generate comprehensive background check reports.
• Conduct employee satisfaction assessments, workshops, and propose retention strategies to enhance overall satisfaction and engagement.
• Develop procedures to enhance the candidate experience throughout the recruitment process.
• Lead, manage, and supervise recruitment team members, evaluating their efforts and ensuring alignment with organizational goals.
• Generate and analyze Key Performance Indicator (KPI) reports to measure recruitment effectiveness.
• Oversee the entire onboarding cycle to ensure a smooth transition for new hires.
• Champion the organization's culture and manage employee branding initiatives on LinkedIn.
• Monitor market trends in hiring practices, ensuring alignment of recruitment strategies with current market standards and industry best practices within the luxury sector.
• Please note that these responsibilities are crafted to align with the specific needs of a Regional Recruitment Manager in the luxury industry within the specified regions. Adjustments can be made based on the organization's preferences and requirements.

As the manager of our call center operations in Egypt and Kuwait, we provide call center outsourcing and in-house customer services for our food application customers. My role involves overseeing all customer care activities, including call center operations, outbound activities, and ensuring a great customer experience.

My key tasks are:

Manage the daily running of the call center, including equipment sourcing and efficient resource planning.
Set performance targets for speed, efficiency, and customer service quality.
Keep records and data up-to-date for effective communication.
Advise clients on available products and services.
Work with supervisors, team leaders, and others to gather information and resolve issues.
Stay updated on industry developments.
Monitor calls for quality and track staff performance.
Review staff performance and plan training sessions as needed.
Handle complex customer complaints or inquiries.
Organize staffing and schedules to meet demand.
Motivate and retain staff through coaching and incentive schemes.
Analyze data against budget figures regularly.
Manage customer surveys to improve the overall experience.
Contribute to process design for better customer experience.
Design call scenarios and monitor outcomes for continuous improvement.
By fulfilling these responsibilities, we aim to provide excellent service to our customers and ensure the smooth functioning of our call center operations.

As the Manager overseeing our call center operations in Egypt and Kuwait, we specialize in providing both outsourced and in-house customer service solutions for our food application clientele. My primary responsibility is to ensure the seamless functioning of all customer care activities, encompassing call center operations and outbound services, with a paramount focus on delivering an exceptional customer experience.

Key Responsibilities:

Operational Management:

Supervise and manage the day-to-day operations of the call center, overseeing equipment procurement and ensuring optimal resource allocation.
Establish performance benchmarks for speed, efficiency, and service quality to meet and exceed customer expectations.
Data Management and Communication:

Maintain accurate and updated records and data for effective internal communication and client interactions.
Provide knowledgeable advice to clients regarding available products and services, fostering a strong rapport.
Issue Resolution and Team Collaboration:

Collaborate with supervisors, team leaders, and cross-functional teams to gather insights and swiftly address customer issues.
Proactively stay abreast of industry developments to implement best practices within our operations.
Quality Assurance and Training:

Monitor call interactions for quality assessment and track individual staff performance, implementing necessary improvements.
Conduct regular performance evaluations and organize targeted training sessions to enhance team capabilities.
Customer Interaction and Service Enhancement:

Handle complex customer inquiries and complaints, ensuring swift resolution and customer satisfaction.
Strategically organize staffing and schedules to meet fluctuating demand, fostering a motivated and efficient team through coaching and incentivization.
Analysis and Process Improvement:

Regularly analyze data against budgetary considerations, leveraging insights to optimize operational efficiency.
Lead customer surveys to garner feedback, driving initiatives for an enhanced overall customer experience.
Contribute to the design of processes aimed at elevating the quality of customer interactions.
By diligently fulfilling these responsibilities, our primary objective is to deliver unparalleled service to our customers while ensuring the seamless operation and continuous improvement of our call center functions.

Provides daily guidance and clear communication to employees to ensure prompt, efficient, and knowledgeable handling of customer service calls.

Continuously evaluates processes and procedures, actively proposing improvements to enhance operational efficiency and service for both internal and external customers.

Regularly offers statistical and performance feedback, providing coaching to each team member to support their professional growth.

Administers skill improvement-focused performance reviews.

Serves as a resource for employees dealing with work-related or personal challenges, offering appropriate coaching, counseling, and resolution.

Ensures employees receive adequate training and necessary resources to excel in their roles.

Addresses and resolves employee relations issues brought forth by team members.

Cultivates a motivating work environment to inspire team members to perform at their best.

Applies company policies when handling disciplinary or performance-related concerns.

Prepares and delivers effective warnings to employees when needed, making sound decisions on corrective action.

Assists the manager in daily call center operations, including staffing, training, scheduling, and implementing telemarketing initiatives, as well as recognizing employee achievements.

Contributes to special or ongoing projects aimed at enhancing area and process improvement.

Shares responsibility for efficient call handling and employee management decisions.

Establishes work procedures and processes in alignment with company and departmental standards, procedures, and strategic directives.

Demonstrates appropriate judgment in communicating upward regarding department or employee concerns.

Recognizes and rewards outstanding work performance, fostering a positive and collaborative customer service culture.

Monitors Key Performance Indicators (KPIs) to ensure the company meets its targets.

Manages a team of over 180 employees.

Assists HR in disseminating rules and regulations to all staff members.

Handles all employee relations matters gracefully and in compliance with company policies.

• Coached new telephone agents on their service techniques and provided scoring through the company’s quality assurance program.
• Stepped up to assist the customer service manager with complaints and issues during times when the department was short-staffed.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Communicated clear expectations and goals to each team member.
• Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
• Handling a team of more than 150 employees
• creating KPIs for the team members and monitoring them