إسلام جلال حميدو Hamido

1. Developing quality assurance plans by conducting hazard analyses, identifying critical control points and preventive measures, establishing critical limits, monitoring procedures, corrective actions, verification procedures & monitoring inventories.
2. Validating quality processes by establishing product specifications and quality attributes, measuring production, documenting evidence, determining operational performance qualification & creating / updating quality assurance procedures.
3. Daily, Weekly & Monthly Monitoring for Service Main KPI’s achievement & performance (RTAT “Repair Turn Around Time”, Technicians/ Service Staff daily Productivity, Response time for Service orders, pending jobs follow up, Job orders cancellation reduction, Customer satisfaction Survey results & complaints handling management) & send a weekly report to Regional Service Managers exhibiting their region’s strengths, weaknesses & providing the improvement action plan.
4. Maintaining and improving product quality by system, and surveillance audits, investigating customer complaints, collaborating with other members of Supplier & management to develop new product and engineering designs, and manufacturing and training methods.
5. Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, failure rate, corrective actions, and re-validations.
6. Updating job knowledge by studying trends and developments in quality management, participating in educational opportunities, reading professional publications, maintaining personal networks & participating in professional organizations.
7. Enhancing department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
8. Achievement of Service objectives by contributing customer service information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, resolving problems, completing audits, identifying customer service trends, determining system improvements & implementing changes.
9. Determining customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys & benchmarking best practices.
10. Improving customer service quality results by studying, evaluating, and re-designing processes by establishing and communicating service metrics, monitoring and analyzing results as well as implementing changes.
11. Persuading reluctant staff to change their way of working to incorporate quality methods.
12. Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the QA/QC.
13. Maintaining awareness of the business context and company profitability, including budgetary control issues
14. Assessing the product specifications of the company and its suppliers and comparing with customer requirements.
15. Considering the application of environmental and health and safety standards.
16. Liaising with auditors and ensuring the execution of corrective action and compliance with customers’ specifications.
17. Organize and manage quality assurance function in close co-operation with the customers and with the Company’s Management team (Member of Management Team).

1. Auditing & Consulting of Service Activities for LG Marketing Subsidiaries &
Distributor based Markets across Middle East & Africa.
2. TDR (Tear Down & Re-Design) - Customized Implementation of LG Electronics Policies & Procedures to Improve Consumer Experience by Innovative Working.

Key Activities:

A. Network & SVC Operations - Network Capability, ASC Mgmt, Jobs Handling,
Warranty Validation Procedures, Setup of SVC Centers (Cost & ROI “Return On Investment” Analysis), In-Home SVC, Quality Feedback, Correction & Reporting Process.
B. Call Centre Operations - CIC Coverage & Awareness, Call Handling Process,
KPIs, VOC, Escalation Management, Soft Skills Training, Happy Call Ratio, Primary Resolution & Customer Satisfaction Rate.
C. Defective Return - Market based Policy Setup (Resale, Scrap & Refurbishment), Process Setup, Loss Analysis & Improvement, Sales Activities & Cannibalization.

3. Setting up strategic plans, allocate service new ideas, innovate service level, improvement plans, enhance technological service projects by internet & movable maintenance points
4. HA, HE, AC, GSM & IT products service centers monitoring & management: cost study, planning, duration, Implementing, decoration, internal operation (work
Process flow charts), management & monitoring
5. MEA Market Study reporting to Management on Service data Accuracy.
6. Planning to improve Quality of service according to the result of monitoring.
7. Conducting Field Visits to stand on our Agents’ Service Centers Quality of performance.
8. Analyzing Service Data to Evaluate Consumer’s insights based on Customer Moments of Truth (Service KPIs).
9. Setting up surveys Questionnaires based on management output image (Master Plan) and assigning to Survey team, Analyzing Survey result & developing Service Action plans accordingly.
10. Enforcing Customer Support through following up with Agents for Optimum Solutions.
11. Managing LG VOC tracking down our Voice of customers to stand on their pain points and report to Management for action plans.
12. Setting Yearly/ half yearly Strategic plans for LGEMEA Call centers improvement.
13. Managing LGEMEA Call Centers “21 Countries” Reporting to LGE-MEA President Monthly basis.
14. Daily, weekly & Monthly Tracking & maintaining MEA Subsidiaries & Distributors Call Center’s Svc Level & KPI’s Achievement.
15. On-site support for MEA LG Subsidiaries & Distributors/Agents for Auditing, supporting & improvement providing required action plans (Turkey, Georgia, Egypt, Sudan, Azerbaijan, Tunisia & KSA).
16. In-Charge of LG MEA Call Centers’ operational & Training plans (Technical / product Training, Quality, Call center Operation Management, Soft Skills & MOT “Moment Of Truth”).

 Customer Service Agent (call center:- (April 2008 To May 2009)

1. Receiving & solving Face to face, on Phone & Online Customers’ complaints with our Distributors in UAE, Gulf, Middle East & Africa countries.
2. Handling In/bound & out/bound Calls.
3. Handling Online customer Service (All customers’ queries on the web “Facebook, twitter & Live Chat”.