Operation & CRM director (acting as subsidiary company manager)
B2C. Knergy
Total years of experience :24 years, 4 Months
Enlarge sales revenue and customer satisfaction by Managing the operations of:
• E-Commerce operations
• FMCG operations
• Healthy fresh food dispatching
• Online sales
• call center, Reservation and tele sales operations
• Gym department
• VIP (sales, follow up & customer care)
• digital marketing channels (API)
• Customer service, Guest relations, and Reception departments
• Complaints and customer retention department
• support services department
• acting as the branch manager
• manage all branch financial, legal, HR and WFM issues
Health care Highlights:
• online booking and reservation management
• meet sales targets (number of patient reservation VS targeted) for each department
• enlarge sales by follow up with previous patients and target new
• Startup a new Contact Center system, scripting, IVR, and CRM platform (full solution).
• set the strategic and operational plan including all performance KPIs and incentive program.
• set the IVR tree, AI, SLA, NPS and voice module with skill set, call routing priorities, quality control plan and KPI.
• build customer journey on voice and digital channels to develop the CX and revenue.
• monitor the website traffic to headhunt customer in the suitable page and time to offer service or sell.
• hire, train, and manage the Contact Center & digital channels work force with scheduling.
• supervise the call flow trends and digital communication channels API (Live chat, WhatsApp, E-Mail booking, Web booking, App booking) to analyze conversion rates and improve the customer experience & revenue.
• manage the department HR issues.
• Soft skills, leadership, and communication skills trainer (junior & senior level)
• Lead the Call center operations after started it up from scratch
• supervise the call flow trends and E- Commerce API (Live chat, WhatsApp, E-Mail booking, Web booking, App booking) to analyze conversion rates and improve the CX & revenue.
• Monitoring web traffic
• involved in internal auditing with ISO 9001:2015 rules
• Financial reports and data analysis, SLA equation, Forecasting
• net promoter score (NPS), customer surveys and loyalty programs analysis
• communicate with outside offices managers (41 overseas office) to collect their business data
• set the annual and quarterly targets based on the strategic goals
• review the strategic plan achievement VS targets monthly/quarterly
• present all strategic plan results for top management monthly
• make sure that all business is on track along with strategic plan
• analyze overall organization performance and sales revenue
• Startup a new Contact Center system, scripting, IVR, KPI (AHT, NR, HOLD, tardiness, SLA... Etc)
• Data analysis, WFM, reporting, scripting, SLA equation, Forecasting
• Planning, Soft skills, leadership, and communication skills trainer (junior & senior level) I was seconded from my organization as a consultant for strategic planning to Namaa society for 2 years in parallel with my normal duty from 2015 to 2018 to maintain the current strategic plan and set a new one after (SWOT, EFAS and IFAS analysis). Related press conference links:
Develop the operational plan of 2017 Develop operational plan 2 Strategic planning Strategic planning
Business process outsourcing company Key Responsibilities:
• Set and implement (strategic & operational) plans with financial budgets along with sales targets (long and short terms)
• implement growth strategy
• Prepare Quotes and business offers including direct and indirect expenses, profit margin for B2B outsourcing solutions of: (call center, reception, distribution, IT) in house or in customer locations
• Meet with stakeholders, open new markets with new clients and supervise the external project managers
• Manage in-house and external projects (performance, efficiency, achievements) and compare it with targeted KPIs
• Set and maintain KPIs for each project based on business needs and targets.
• Forecast and analyze data VS budget figures on a weekly and/or monthly basis.
• Present company services & solutions to the potential customers (governmental & private sectors)
• Provide Outsource customer service and contact center training as well as all soft skills, marketing, sales, and planning
• Reviews the performance of staff, identify training needs then plan and execute training sessions.
• Coordinate staff recruitment, job advertisements, JD, training, financial issues, in coordination with group HR.
• Record statistics, user rates and the performance levels and prepare reports.
• Coach, motivate and retain staff, coordinate bonus, reward, and incentive schemes.
Successful story projects:
• VIVA, MOH, Bridgestone and ABBOTT Call Centers
• Started up PACI Contact Center
Responsibilities:
• Maintain the daily operation of service level, adherence, conformance, attendance, availability, productivity, and quality.
• Official soft skills and communication trainer for current staff and newcomers.
• Ensuring that call center standards are maintained and complied with industry threshold through AHT, NR, Hold, DN, occupancy, shrinkage & short calls.
• Hiring full call center team for local and international call centers, as well as all internal transfer problems related to the outsourced call center services.
• Responsible for detecting and investigating both consumer and corporate fraud cases accurately and in a timely manner to keep customer satisfaction in line with the CRM program.
• Monitor the usage behavior of local and roaming customers to prevent loss of revenue.
• Any privileges abuse from staff as well as customers too.
• Generate daily and periodic reports covering all investigations and highlighting potential risks.
• Set and modify (skill set) as per call flow and manpower availability or situational crises.
• Acting as all Vodafone floor managerto handle any global problem by communicating with the concerning teams and monitor the service level of all customer segments (34 million customer)
• Handle customers escalated calls.
• Responsible of adjusts the lines which have problems in (rate plan - dates - balance dispute)
• Responsible for improving customer service level of satisfaction.
• Communicate effectively with customers to resolve their concerns/complaints in a positive manner.
• Conduct monthly meetings with the team to communicate critical personnel and business needs to the group, develop and coach the team through meetings and development plans.
• Ensure employees over time schedule is set according to business needs.
• Develop floor agents by setting (action plans, coaching and one to one meetings) either in product knowledge or organization behavior.
lead a team of contact center agents