إسلام سامي عبد الرؤوف

➢ Managing the day-to-day customer service department operation of business systems for the
purposes of organizing work, managing customer inquiries, and generating key business
intelligence.
➢ Led the Call Centre including resolving day-to-day issues and supporting the development of Call
Centre business rules for dealing with domestic refuse, recycling, garden waste, and bulky waste
collection services.
➢ Working with other Divisions regarding requests for work from the Waste Service, including
planning that work and the resources required, providing costings, and ensuring work are completed
to specific deadlines.
➢ Lead, develop, and manage the running of the domestic refuse, recycling, garden waste, and
bulky waste, collection service, comprising recycling operatives across the district, and be fully
accountable for promoting the service to and engaging with the residents of Al Ain Emirate.
Responsible for developing efficient and effective waste and recycling collection rounds, routes, and
work programs to meet service standards in accordance with policy, legal compliance, and best
practice. Reporting on performance,

➢ Manage the daily operations and monitor the department's monthly performance against SLA and signed-off TAT to develop a plan for corrective action if service levels are not met via working closely with colleagues and stakeholders to effectively run the Contact Centre operation.
➢ Preparing reports and analyzing data to self-understand and assist in management decisions.
➢ Perform as a primary approach for international management regards to customer escalations.
➢ Designing and implementing various forecasting models which increased department productivity and efficiency through tracked performance and identified improvement trends to achieve KPIs on department and individual levels.
➢ Interviewing, and hiring appropriate candidates per headcount requirement during BAU and peak season, To plan, develop and deliver departmental training plans post-identifying training needs through 360-degree evaluation of team’s performance. Conduct post-training analysis to ensure training goals are achieved.
➢ Providing supervision and motivation of staff to foster competitive performance to Ensure efficient and productive handling of complaint volumes.
➢ Set objectives and communicate goals and targets that need to be met for all programs/projects the unit supports and provide ongoing guidance, training, coaching, mentoring, and staff feedback on the in-house quality and quantity of work produced daily, monthly, and yearly to ensure exceptional performance and maximum utilization of resources and apply bottom quartile management, delegation in new outsourcing site implementation in India/KSA/Jordan.
➢ Working on process optimization and SOPs and identifying gaps to modify/create a process that makes it more reliable for customers resulted in reducing complaint creation.

➢ Develop, implement, manage, and oversee our social media strategy using the Official website, Email, WhatsApp, and Facebook with an extensive increase with action plans to meet the diversity of customers’ multi-local regions and worldwide with achieving and exceeding the monthly SL target by creates and distributes engaging written or graphic content in the form of social media messages.
➢ Uses timelines and scheduled content to create a consistent stream of new content for audience interaction while analyzing and assisting with crisis management, bad reviews, and negative news communications via Interacting with online inquiries for technical support, troubleshooting, service request, and escalation process
➢ Updating self-help documents so customers/employees can try to fix problems themselves while analyzing call logs so you can spot common trends and underlying problems.

➢ Establishing the call center department from scratch to include implementation of call center policies, regulations, and escalation matrix not to exclude training new and existing agents on work order systems to help sites complaints across U.A.E while working with higher management for performance summary as a result of a commitment to meet customer demands and build long term relationships with the successfully managed operation and the development with expansion of a database of over 6000 calls covering more than 80 sites with a mobile and based team which meant working closely with clients, management and subcontractors to ensure work accuracy and met the required quality level by handle, Present and evaluate work reports and charts for improvement and update job knowledge by participating in educational opportunities to enhances organizational reputation.

➢ Helps customers by providing information; Recording sales and reporting on the MCS web-based system, the customer care, and after-sales services, learning about competitors’ products or consumers' interests or concerns to answer questions or provide complete information including competitor sales analysis - Planning & implementing smart schemes & strategies and breakthroughs via sales variances - Maintain location advertise and marketing materials display.

➢ Duty in charge by assigning store staff to specific duties, revising orientation to products and sales training materials sessions plus record product invoice via system (Alfa & RMS) as daily sales report by collecting, analyzing, and summarizing information and maintaining inventory to keep professional and technical knowledge by quick technical support for SONY clients to ensure quality service by establishing and enforcing organization standards.