Head of Customer Relations & Contact Center Department
BURGER KING
Total years of experience :18 years, 11 Months
Managing all aspects of Call Center in terms of business operation, telephonic system, customer’s database and IT.
Directly managing a team of 35 Call Center Agents (New order takers & Complain Section Agents) in addition to 4 Team leaders and 2 supervisors.
Developed the vision of 2012 & 2013 in terms of Human capital, financial capital and talent management.
Created Job descriptions for all positions in the Call Center management structure in order to identify specifically each position role & reporting process.
Managing & coordinating 40 Burger King Home Delivery Outlets & 12 Texas Chicken outlets all over the UAE.
Created the ordering procedure life cycle, in addition to managing the delivery promise time based on rush hours in outlets.
Managing the customer’s Data base (approx. 1, 000, 000 customers) and developed an internal quality control system based on monthly performance appraisal forms.
Strategic scheduling for agents shifts based on the Avaya telephonic system analysis & created a rotational scheduling system for flexibility purposes.
Created an effective incentive plan for Call Center Crew in order to increase sales and maximum company benefits.
Developed a training plan based on Agent’s feedback for customer handling etiquette in both new orders and complain managing to achieve ultimate customer’s satisfaction.
Daily, weekly & monthly analysis of home delivery Speed of Service (SOS), Trip time & order in store time which results into improving the service quality thus customer satisfaction.
Daily sales analysis for number of tickets sold, Overall sales and average check per ticket.
Responsible for the KSA call Center opening and training the call center manager there.
Reporting directly to the MENA operations director.
Managed an international product launch in Egypt through creating a strategic marketing plan in addition to supervising the implementation by administering a team of professionals.
Set up a regional marketing department for Egypt/North Africa operation.
Set up an in-bound Call Center unit for customer complaints handling, after sales services and maintenance operation:
o Leading a team of 5 telemarketers and 13 maintenance representative.
o Team skills improvement by developing training modules for call center and after-sales teams.
o Monitoring calls recording for service improvement purposes and training modules.
o Creating a user friendly call path/chart for customers from calling step to call ending.
o Enhancing timeline effectiveness for maintenance team delivery through readiness techniques.
Assist in the acquisition of fresh marketing & business development talent.
Conduct a brief market study on non-traditional sales channels and consumer behavior.
Managing 27 retail outlets in terms of Marketing, advertising, promotions and merchandising.
Forecast an accurate 2011 marketing plan based on market study results.
Create proper guidelines for the most appropriate implementation of the marketing plan of 2011.
Territory Covered (19 retail outlets): Malaysia (5 outlets), Macau (1 outlet), Indonesia (3 outlets), Brunei (1 outlet),
Singapore (2 outlets), India (2 outlets), Hong Kong (2 outlets), Philippines (2 outlets), USA (E-Commerce)
Managing outlet pre-opening to include: architecture/decoration planning, outlet floor layout, internal client circulation, lighting and product storage systems, display standards and products mix percentage.
Full management of new outlets opening stage event.
Strategic development orientation based on franchise agreement.
Identifying/assessing potential new markets for expansion purposes.
Conducting market studies via markets visits & research.
Deciding margin/multiplier to reach maximum suitable retail price locally in each country.
Monitoring/Auditing inventories and sales through Navision and manual matching.
Recruiting & training retail managers and sales staff to achieve full brand knowledge & awareness.
Yearly P&L appraisal in addition to setting yearly targets.
Marketing/advertising planning & budgeting in addition to supervising the implementation process of it.
Maintain up to date country’s information/data related to culture, events, traditions, retail trends and tendencies, new mall openings, switch of prime areas in order to ensure progress and growth.
Full screening of product visual merchandising in the outlets and windows appearance.
New product creation customized within the brand identity tailored for key occasions/events in each country in order to boost sales and achieve maximum catering for each market.
Daily supervision of goods ordering process through purchasing department and working in parallel with the shipping department to ensure goods delivery on time.
Localizing international concepts/ Marketing campaigns.
Creating, planning & executing of applicable/beneficial marketing strategies.
Concepts creation and planning of marketing campaigns for new products launched
Events planning and execution for product promotions.
International competitors tracking reports and market research.
Emphasize quality control via reporting & mystery shopping techniques.
Conducting advanced market research campaigns using both qualitative & quantitative measures.
Leading a team of 6 designers and 3 client service executives.
Increasing company revenue through business development and exceptional client service efforts.
Created & executed ideas and concepts with external Advertising and Public Relations agencies.
Accounts
Café Supreme (Canadian Franchise, 4 Outlets) Swiftel GCC
Pronto Wash (Argentinean Franchise, 13 outlets) LG
Created &developed Media Themes and Campaigns for each subsidiary.
Assisted in the creation of the I/B and O/B Call center operation for (Swiftel & Pronto wash)
Monitored call center program results in coordination with the telemarketing team via recommending most effective scripting, training, dialer strategies in order to maximize results/sales and customer satisfaction.
Event Sponsorship management to ensure product visibility and long-term branding
Created, developed & executed strategic plans to increase revenue, valuation, and exposure.
Conduct various market research methodologies to increase product knowledge & consumer awareness.
Create & lead both Marketing and PR campaigns from concept phase to completion and wrap-up.
Master practitioner & Life Coach in (Neuro Linguistic Programming, TimeLine Therapy & Hypnosis) Accredited from the American Board of NLP (USA) & the Association of NLP (UK).