Director Of Operations
osn
Total years of experience :30 years, 5 Months
Oversaw responsibility for diverse activities including management of the day-to-day operations and reporting. Handpicked to lead Customer Operations and Supply Chain departments in the Egypt region. Spearheaded a team of 80+ persons in 3 Functional departments (Home Services, Supply Chain, and Projects Department).
Strong promoter of cross-divisional and cross-functional communication to achieve improved organizational effectiveness and judiciously manage the annual budgetary target of $4.5M and control over payroll, non-payroll, inventory levels, and purchasing expenditures.
Efficaciously plans and strategic direction for monitoring the technical staff and all Supply Chain Functions (Warehouse, Inventory Control, and Distribution) to efficaciously position the Company for success ( reduce exp. 25%).
Strategized for uniform customer experience across Egypt for consistent top scores in customer satisfaction, cost optimization, and profitability turnaround through operational efficiency ( ELF less than 1%).
Customer Operation Manager
OSN
2011 - 12/2016
Demonstrated ability to lead daily operations, proactively scheduling employees and activities to align with company goals; Adept at developing procedures, service standards, and operational policies with a primary focus on people management and performance monitoring ( Meet the customer's request in 24 H, ELF less 0.7% My Report less 1.5%).
Manpower training and development curricula were developed in various aspects by identifying the initiatives and capabilities of the team that were addressed team and individuals. (Microsoft office level increased from 20% to 70%)- while empowering employees to reach the objectives as individuals and most importantly as a team.
Oversaw responsibility for diverse activities including management of
the day-to-day operations and reporting. Handpicked to lead
Customer Operations and Supply Chain departments in the Egypt
region. Spearheaded a team of 80+ persons in 3 Functional
departments (Home Services, Supply Chain, and Projects
Department).
Strong promoter of cross-divisional and cross-functional
communication to achieve improved organizational effectiveness
and judiciously manage the annual budgetary target of $4.5M and
control over payroll, non-payroll, inventory levels, and purchasing
expenditures.
Efficaciously plans and strategic direction for monitoring the
technical staff and all Supply Chain Functions (Warehouse, Inventory
Control, and Distribution) to efficaciously position the Company for
success ( reduce exp. 25%).
Strategized for uniform customer experience across Egypt for
consistent top scores in customer satisfaction, cost optimization, and
profitability turnaround through operational efficiency ( ELF less than
Demonstrated ability to lead daily operations, proactively scheduling
employees and activities to align with company goals; Adept at
developing procedures, service standards, and operational policies
with a primary focus on people management and performance
monitoring ( Meet the customer's request in 24 H, ELF less 0.7% My
Report less 1.5%).
Manpower training and development curricula were developed in
various aspects by identifying the initiatives and capabilities of the
team that were addressed team and individuals. (Microsoft office
level increased from 20% to 70%)- while empowering employees to
reach the objectives as individuals and most importantly as a team.
Enforced strict measures to track the performance of staff, defined
KPIs, SLAs, checklists, and customers' comments, and maintained
accurate records of technicians' activity and performance through
the checklist and customers' comments reducing the likelihood of
negative reviews by 86%.
Supply chain function - oversaw ordering and receiving materials,
ensure proper stock levels. Negotiate good deals with service
contractors and suppliers through serious negotiations which
reduced costs by 20%.
Supervised a team of 1
Engaged in calls, utilizing exemplary calls for training events and
employee recognition, improving training effectiveness, and
reducing employee turnover by 25% .
Organize and manage a database of calls, and create
comprehensive records of 2500+ incoming and 180+ outgoing calls by
37 call agents and 2 supervisors.
Resolved customer call complaints within 24 hours, reducing the
likelihood of negative reviews by 86%.
Developed and implemented a resolution list and suggestions for call
agents, decreasing customer call times by 60+ seconds, Answered 18+
calls per agent per hour, exceeding target call rates by 50%+
Contributed to 15% overperformance of annual sales targets by
maintaining policy and using knowledge to answer more calls per
hour.
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