Head of Operations & Customer Service
ECCO Gulf
مجموع سنوات الخبرة :21 years, 0 أشهر
• Managing the day to day Operations for ECCO Gulf under the supervision of the Country Manager with a head count of 215 agents and 7 Supervisors.
• Ensuring all aspects of daily operations are moving smoothly for All Company’s Projects Contact Centers with their different segmentation such as below: _
Banking Sector (Barwa Bank, Ahli Bank, QNB and Qatar First Bank).
Governmental Sector (Ashghal Company).
Private Sector (First Finance company, McDonald’s & Spanish Visa Center).
• Ensuring organizational effectiveness by providing leadership and Managerial skills to the Team Leaders.
• Client Management by conducting Quarterly Business Review with progress and Business Development Opportunities.
• Financial Responsible for monitoring the Budget per project along with the revenue and Cost allocated.
• Ensure at all times, that all defined KPIs are met to support the delivery of quality standards and customer satisfaction targets.
• Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, and performance standards.
• Develop action plans for low performers to make sure we deliver the highest level of service quality to our clients.
• Attend Board Meeting to discuss further Business Development plans to enhance the Business and revenue generated.
• Conducting Quarter Business reviews with the Team Leaders to provide them with guidance on how to improve.
• Reward and Recognition for top employers whether Monthly or annually.
• Work closely with the HR department to manage the legal documentation per employee.
Assigned as ECCO Gulf’s Consultant for implementing Qatar Rail Contact Center.
Creating the Standard Operating Procedure for the Contact Center work flow and for Qatar Rail.
Drafting a 5 years Map with a detailed project plan for each yearly period.
Managing the work stream of a project starting from receiving the projects, sharing the requisite inputs with the team, developing a project plan, monitoring the execution in line with the expected quality parameters.
Manage changes to the project scope, project schedule, and project costs.
Ensure Transitions learning’s are documented at the end of each project and shared with the broader teams.
Conducting final interviews and assessment center for the Management team supporting the project.
Drafting the Quality standards and measurements that will suit the Rail Industry.
Supervising the flow of ICT plan starting from Purchase orders till high level test & Evaluation.
Delivering the project for the Go-Live.
• Ensuring all aspects of daily operations for All Company’s Projects (Microsoft, Cisco, and Co-Marketing Partner Campaigns) are running effectively and efficiently.
• Direct the day to day operational management, applying as required a hands-on approach to producing solutions to strategic, technical, commercial, and operational challenges which impact the performance.
• Ensuring organizational effectiveness by providing leadership for all the organizational pillars.
• Plan, direct and manage the performance of all internal operations, so as to maintain and develop business growth in accordance with the overall strategy.
• Develop, implement and maintain effective internal Quality Assurance on all processed fields of Business Deliverable.
• Coordinate analytic, strategic and technical resources to meet client expectations and insure client satisfaction is being achieved on all levels.
-Leading a Team of 2 Supervisors and 1 quality Manager to meet the clients requirement in terms of sales target and KPI's.
-Making sure that we are meeting our clients expectations in terms of excellence and professionalism.
-Achieving the desired targets in sales for the variety of Microsoft Products.
-Working closely with the training department to make sure that we are on top of each and every product specially when it comes to product knowledge.
-Coaching sessions are implemented by me to the supervisors as well as attending the sessions with the Team members.
-Conducting a monthly reward and recognition for the top performers.
-Monitoring the market and the competitors to make sure that we are on top of any competition ahead in the market.
Responsible for Handling AT&T account for West California.
Managing 80 people and direct them to achieve the client requirements in terms of meeting their expectations.
Managing the Ramp Up plans, head count and creat the monthly required budget for the account.
Daily/Weekly/Monthly inspections to make sure that we are meeting client's expectations.
Creating the monthly invoice that includes our vendor's bonus and penelty that should be presented to the client.
Attending client calls and checking the help items needed to improve.
Work on the improvement of the missing behaviors that are considered to be a bottleneck in terms of achieving goals.
Working as a link between AT&T Company and Sutherland Global Services Company as one of the best BPO companies in the whole world.
Providing ideas about how to get our monthly NPS (Net Promoter Score) to be managed in a proper way.
Setting a proper plan and set a time frame to get this plan to be implemented.
Attending Managerial Meetings with the upper Management Team to discuss where we are standing and how will improve.
Deliver daily results and feedback to the Client and what went well on a daily basis and what kind of opportunities faced us on a daily basis.
Senior Team Manager for AT&T campaign
I was capable to handle the newly hired people and to manager them till they finish their nesting period.
Making sure that the newly hired representatives are capable to deal with the system and the working environment.
Making sure that they fully understand their KPI's and how to work on achieving it.
Handling my original team beside the newly hired to make sure that they are gaining the knowledge from the Tenured representatives.
Team Manager for AT&T campaign December 2010 till January 2012
Worked as a Team Manager for AT&T Telecommunication Company in the U.S.
Handling a team of 15 members reporting to me.
Worked on the achievement of the desired KPI's for the business.
Handling the Queue and making sure that we are achieving the service level on the whole floor.
Coaching process to develop the agents and help them to improve.
Passing the feedback to my representatives and making follow ups to make sure that they are on the right track.
Generating daily, weekly and monthly reports whether to the management team or to my representatives regarding their performance and productivity.
Creating the performance review and annual appraisal for the representatives just to make sure that they are getting the best value and recognition for their performance.
I was recognized as the Best Team Manager in AT&T vendors all over the world in terms of our Products for the Last three months.
I was recognized as the Best Team Manager in Terms of sales for May, July and August.
I was recognized as the Best Team Manager in Terms of NPS (Net Promoter Score) for the month of August.
I was recognized as the best Team Manager in Terms of Attendance.
Vodafone NewZealand
-Complaints Supervisor for New Zealand Account Handling tough complaints and escalations from customers and supervise a team of 5 people who are responsible mainly in closing the customers complaints in a timely manner and meeting the service level for closing the complaints as well as providing solutions to decrease the number of escalations and provide ideas about different ways to handle the customers.
-Senior International accounts advisor for New Zealand Account acting as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
-Delegate for the Team's Supervisor manages the team during the supervisor's day offs. Pulling out the daily reports for the team and sending them feedback for their performance month to date. Act as a supervisor on a managerial level.
-Member of the Up-Selling Team: work on the distribution and increasing the knowledge of the customers regarding our new offers and services we are having to the customers. Selling products to customers in terms of sim cards, plans and add-ons.
-Member of the De-Porting Team: retain the customers who wanted to leave Vodafone and go to another competitor with the same mobile number. Providing them with a good compensation and offer better deals to keep them with Vodafone.
• Employee of the months for two months in the row in Vodafone New Zealand account.
• Recognized as the Top Performer on the floor in achieving my Target for the last 3 months.
• Achieving large number of Up-Selling calls during the month.
• Recognized as the best performer in the account (New Zealand account) for getting the highest record of compliment calls from the customers.
-Manage the team to deliver the service to U.K customers.
-Changing voicemail messages into TXT messages and send it to customers.
-Worked on the achievement of the desired KPI’s for the Team.
-Effective Coaching methods to improve the agent’s skills.
-Weekly Operational Discussion covering the team’s productivity.
Field of Experience: Retail department
Job Description:
1-Responsible for renting assets for customers.
2- Contacting asset owners to get deals with the Bank.
University Degree: Faculty of Commerce and Business Administration-English Section-Helwan University.
High School
