محمد بو رسلان

Responsibilities:

- Spearhead entire call center operations for five brands to ensure a smooth customer journey
- Maintain excellent customer service across Thirteen delivery platforms
- Select appropriate delivery portals for the business and lead implementation projects.
- Analyze data and trends to enhance productivity and quality on a weekly basis.
- Report to leadership team with sales, KPI, and operational reports on a weekly basis.
- Oversee and analyze ‘mystery shopper’ projects to improve overall delivery.
- Design and establish new delivery zones.
- Analyze and recommend optimal delivery timings and suggestive selling tactics to ensure a smooth customer experience while maintaining a brand’s essence.
- Track delivery systems across all outlets throughout the UAE and KSA
- Contribute to innovative marketing efforts and ensure all promotional and marketing plans are executed flawlessly.


Key Accomplishments:
- Increased the Delivery Sales By 12% Year On Year
- Introduced creative upselling and suggestive selling tactics, and aggressively tacked corporate sales, which all resulted in increasing The Average Ticket by 4%
- Improved Customer Journey time, which were reduced by 30% over the span of 5 months
- Rebuild the Call center Structure and adding 2 Team leaders to insure the best service all times
- Centralized all Delivery operations within the call center across 18 branches
- Introduce 2 Dark Kitchens/Delivery Centers which leads to completely new catchment areas with less low cost
- Shift the on-Demand Drivers to Dedicated Drivers and use the GPS tracking system which improved the customer experience
- Use technology to utilize the drivers between 18 locations

Responsibilities:

- Full accountability for large and diversified teams across Call Center and Delivery operations, with 20 direct reports and 10 dotted line reports
- Leading all call center operations, customer service, and delivery functions throughout the organization
- Responsible for all system/portals selection and implementation
- Responsible for designing and conducting regular training sessions to leadership teams
- Continuously analyzing metrics, trends and data to enhance productivity and quality
- Providing sales, variance, KPI, productivity, trends, performance, and operational reports on a frequent basis
- Providing full-fledged services to franchisees across the UAE with full financial/budgeting/P&L accountability
- Using mystery shopper and customer feedback data to prepare strategies and action plans for customer acquisition and retention efforts
- Full accountability for the design and implementation of all delivery zoning and mapping efforts
- Continuously analyzing and recommending zone expansions, timings, and new suggestive selling tactics to enhance revenues, ensuring there are no compromises on brand promise
- Responsible for delivery tracking system implementation across all outlets throughout the UAE
- Full project management accountability of all new delivery centers
- Continuous innovative contribution on all marketing efforts; ensuring all promotional and marketing plans are executed flawlessly

Key Accomplishments:

- Started up the call center from scratch to a current capability of 20 people
- Centralized all Delivery operations within the call center and assumed full leadership over all Delivery management teams across 17 branches
- Drastically improved key metrics, including customer delivery times, which were reduced by 25% over the span of 12 months
- Introduced creative upselling and suggestive selling tactics, and aggressively tacked corporate sales, which all resulted in a substantial increase in average ticket value
- Effectively scaled the department and transformed it from a support department to a profit center by offering services to our franchisee
- Hired, trained and developed the call center teams and always ensured successful identification of high potential employees. Ensured successors were adequately developed and promoted in accordance with the department’s leadership requirements and business growth objectives
- Took charge for integrating the company’s POS and Delivery Management systems; effectively managed change and transitional efforts through constant awareness, training and coaching interventions

Responsibilities:

- Responsible for recruiting and training call center and delivery personnel
- Hands-on management of the call center and delivery operations
- Designed and conducted strict quality control measures through call monitoring and employee shadowing, ensuring a constant improvement in metrics and KPIs
- Provided a wide variety of reports to upper management
- Working alongside the marketing teams to ensure promotional efforts were targeted and in line with new customer acquisition objectives
- Full design and implementation of zoning efforts; ensuring delivery teams across the organization were up to speed on all roads and traffic regulations through effective training and regular assessments
- Advising on and recommending delivery expansions, timings, and suggestive selling to increase delivery sales targets
- Responsible for delivery tracking system implementation across all delivery outlets; performing delivery touring checklists on a regular basis
Key Accomplishments:

- Led all new systems implementation/integration; gained deeper insight into customer behavior and performance metrics
- Recommended and project-managed the opening of a new delivery Center (Dubai Mall) which resulted in a major increase in zone coverage and customer acquisition
- Implemented the delivery tracking system which subsequently enhanced rider teams’ productivity
- Improved delivery times as per assigned KPIs

• Build a customer oriented focus in the call center by providing quality actions and resolutions to their concerns and queries.
• Monitor and supervise employees working in the Call Center.
• Maximize dialer efficiency by providing process improvements
• Provide oversight to the department through direction, motivation, review and feedback
• Coordination of workflow
• Manage the team of call center agents through constant coaching and counseling to enable them to meet the Call Centre performance KPIs.
• Provide continuous training and product information to Call centre agents to enable them to respond to customer queries and requirements.
• Manage the attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information.
• Provide recommendations with regard to performance appraisals, promotions, salary increases, and disciplinary actions for subordinate employees.
• Perform all work in accordance with established health and safety procedures.
• Create and implement monthly strategic plans (KPI, Performance, Sales…) to improve issues within the team
• Responsible for periodic management of entire shift.
• Oversee of specific departmental projects...

RAM IT services (McDonald’s Lebanon) Lebanon, Beirut 2007 - 2011
Call Centre Supervisor

• Leading workflow distribution and floor management of 25-35 Agents to ensure service levels are achieved.
• Maintaining excellent service quality and customers satisfaction.
• Generating daily, weekly, and monthly reports like sales, employee performance and department performance.
• Monitoring the agent-customer interaction to ensure quality assurance standards by Quality Grading Program.
• Scheduling of the agents roster.
• Reviewing the calls talk time reports
• Motivating the agents to reach their targets by linking the achievements to the incentive.
• Coaching, conducting group training sessions, and corrective action plans.
• Providing full support and assistance to the agents on all aspects.
• Handling customers’ complaints.