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Amr Atito, Regional Customer Success and Support Manager

Amr Atito

Regional Customer Success and Support Manager·AL ALALI

United Arab Emirates

Bachelor's degree, Project Management

Work experience

Total years of experience: 15 years, 5 months

Regional Customer Success and Support Manager

April 2016 - Present

AL ALALI

Dubai, United Arab Emirates

April 2016 - Present

Please review attached CV
Project Management
Customer Experience
Customer Success and Support
Training and Development
Service Delivery

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Regional Voice of Customer Assistant Manager - Contact Center, Service Operations

November 2013 - April 2016

Samsung Gulf Electronics

Dubai, United Arab Emirates

November 2013 - April 2016

Please review attached CV
Service Level and Response Time Objectives Management
Key Performance Indicators Management
Forecasting and Scheduling Management
Reporting and Reviewing

Company industry:
Business Support Services
Job role:
Support Services

Senior Technical Support- Contact Center Advisor

May 2013 - November 2013

Samsung Gulf Electronics

Dubai, United Arab Emirates

May 2013 - November 2013

Please review attached CV
Team Management
HHP Technical Support
Complaint Management

Company industry:
Business Support Services
Job role:
Support Services

Senior International call center& Customer Support Advisor

October 2011 - April 2013

Du International Account

Egypt

October 2011 - April 2013

Please review attached CV
Performed all aspects of customer support, monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those Improvements to the satisfaction of internal and external customers.

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

International Account Advisor

January 2011 - October 2011

Vodafone UK

Cairo, Egypt

January 2011 - October 2011

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

Regional Information Technology Institute (RITI)

January 2013

January 2013

Bachelor's degree, Project Management

Egypt

Ain Shams University

June 2010

June 2010

Bachelor's degree, law

Egypt

Faculty of law, Ain Shams University BSC of law, Arabic Dept.

Skills

Contact Centre
Expert
Contact Centre
Expert
Staff Planning
Expert
Staff Planning
Expert
Enterprise Systems
Expert
Enterprise Systems
Expert
ERP CRM
Expert
ERP CRM
Expert
Service Operations
Expert
Service Operations
Expert
SALES
Expert
SALES
Expert
CUSTOMER SUPPORT
Intermediate
CUSTOMER SUPPORT
Intermediate
Service Operations
Expert
Service Operations
Expert
Analytical & Project Management
Expert
Analytical & Project Management
Expert
CRM Analysis & Development of Processes
Expert
CRM Analysis & Development of Processes
Expert
Customer Service Strategic Planning , Systems, Processes
Expert
Customer Service Strategic Planning , Systems, Processes
Expert
Defining KPIs & SLAs
Expert
Defining KPIs & SLAs
Expert
Digital Services (ERMS,LiveChat,Social Media,etc..)
Expert
Digital Services (ERMS,LiveChat,Social Media,etc..)
Expert
Problem Solving & Complaint Management
Expert
Problem Solving & Complaint Management
Expert
Staff Training & Coaching
Expert
Staff Training & Coaching
Expert
Quality Analysis
Expert
Quality Analysis
Expert
Customer Success
Expert
Customer Success
Expert
Employee Motivation
Expert
Employee Motivation
Expert
Enterprise software (CMS,EAS)
Expert
Enterprise software (CMS,EAS)
Expert
Relationship Management
Expert
Relationship Management
Expert
SATISFACTION
Intermediate
SATISFACTION
Intermediate
SHIPPING
Intermediate
SHIPPING
Intermediate
Customer Service
Expert
Customer Service
Expert
Customer Access Strategy
Expert
Customer Access Strategy
Expert
Contact Centers
Expert
Contact Centers
Expert
Contact Centre
Expert
Contact Centre
Expert
Staff Planning
Expert
Staff Planning
Expert
Enterprise Systems
Expert
Enterprise Systems
Expert
ERP CRM
Expert
ERP CRM
Expert
Service Operations
Expert
Service Operations
Expert

Languages

Arabic
Expert
English
Expert

Training and Certifications

Certifications
World Class Customer Service (WCCS)
Dale Carnegie
Dec 2009 - Feb 2010
High Performance Teams (HPT)
Dale Carnegie
Mar 2010 - Jun 2010