Tech Manager
Vodfaone Egypt
مجموع سنوات الخبرة :21 years, 2 أشهر
Responsible for:
Delivering customer service capabilities to clients with different backgrounds from different countries by driving the unit to an excellent level for client’s customers services enabling them to use the wide variety of products and services.
Rising the quality level of handling customer inquiries/problems to systematically measure and address its root causes to drive improvement in customer experience
Job Description:
Client Management:
1) Compile customers’ requirements based on information received from the Client
2) Follow up with the customer business owners to ensure meeting due dates & deliverables (contractual KPIs)
3) Manage all service requests for the client
4) Preparing business cases & contracts for business obtained to maintain the budget as well as increasing our revenue by adding value products in alignment with Retail, commercial & Strategy departments
Operations Management:
1) Ensure full compliance with contractual agreements
2) Estimate date of start of service to customer, based on knowledge of operations capacity as well as maintaining the COPC standards
3) Evolve knowledge management tools, processes & procedures to maintain even distribution of knowledge of individual cases among the teams.
4) Conduct awareness & training sessions for my Ops group
5) Meet contract service key performance measures
6) Maintain a close working relation with Technology department to ensure systems stability & smooth operation
7) Managing Individuals performance on multiple levels
8) Managing the operation SLs and reallocation of resources according to the segment’s demand and individual queues’ occupancy.
Customer Management:
1) Build and maintain excellent customers’ relationships
2) Drive a customer experience culture to positively impact the customer’s feelings about the brand (TNPS)
3) Use all available measures to push continuous improvement to high customer satisfaction level.
4) Map operation processes to customer satisfaction indicators
5) Complying with the COPC standards in managing the call center
Owned a very small company for printing services and ink riffling machine
I was responsible for the manufacturing of the ink riffling machine
I was partially involved in the sales target with my partner
I was partially involved in establishing new markets in the Gulf & Middle East
Reaching sales targets and increasing profits
Dealing with customer service issues including complains to create the best shopping experience
Administrative responsibilities such as rotas and holidays
Overseeing stock control and receiving orders and deliveries
Goods display management and allocation according to the season and stock availability
Reviewing security measures and ensuring implementation
Daily handover between overnight and in day duty managers including personal and stock availabilities
Reaching the best handling time/customer
Dealing with customer service issues including complains to create the best shopping experience
Administrative responsibilities such as rotas and holidays unplanned leaves
Goods display management and allocation according to customers behaviours throughout different seasons
Reviewing security measures and ensuring implementation
Managing Cash allocation and transactions speed
Daily handover between individual terminals according to the shift and need to ensure a smooth & fast customer experience
Ensuring the highest quality is delivered for all our customers during their journey in store as well as Petrol station
Responsible for buying the best quality equipment, accessories, goods, materials & services for the company at the most competitive price on a world wide scale
Critical Key contributor in driving revenues, profits & cost saving
Forecasting levels of demand for services and products to meet the business needs and keeping a constant check on stock levels
Conducting research to ascertain the best products and suppliers in terms of best value, delivery schedules & quality
Liasing between suppliers, manufacturers, relevant internal departments and customers
Identifying potential suppliers, visiting existing suppliers, and building and maintaining good relationships with them;
Negotiating and agreeing contracts and monitoring their progress, checking the quality of service provided;
Processing payments and invoices as well as keeping contract files and using them as reference for the future
Forecasting price trends and their impact on future activities
Evaluating bids and making recommendations based on commercial and technical factors
Ensuring suppliers are aware of business objectives
Training and supervising the work of other members of staff
Managing air and sea fright schedules according to the need
Responsible for overseeing a wide variety of warehouse activities including shipping and receiving raw materials and/or finished goods and maintaining inventory and associated records.
Responsibilities included hiring and training, planning and assigning daily work
Conducting performance appraisals, addressing performance issues, and resolving problems
Filling and shipping customer orders
Measuring and reporting the effectiveness of the individuals
Adjusting work procedures to meet warehouse demands as dictated by production schedules and the customers’ demand
Enforcing safety regulations as it included heavy machines and forklifts operation inside the warehouse
Recommending measures to improve quality of service, increasing efficiency of department and work crew and equipment performance
Continuously improve warehouse operations
Conferring with other supervisors and managers to coordinate activities of individual departments and serving internal customers as well as meeting deliveries time lines
Excellent degree in the Graduation Project My graduation project was honoured by the supreme counsel of high institutions