سامح الشربينى جلال

• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
• Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
• Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
• Overseeing direct communications with customers through the CRM.
• Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
• Overseeing the migration of all direct communications to lower cost mediums such as SMS and email.
• Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.

• Managing the daily running activities of the call centre through DMS “CDK Global system”.
• Handling all web inquiries through manufacturer main websites (Bentley- Maserati - Ferrari - Jaguar).
• Planning and implementing call centre strategies and operations; carrying out needs assessments, Performance reviews and cost/benefit analyses.
• Setting and meeting performance targets for speed, efficiency, sales and quality of service.
• Ensuring all relevant communications with sales & after sales and CRM, records and data are updated and recorded accurately on regular basis.
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• Maintaining up-to-date knowledge of industry developments and involvement in networks.
• Monitoring random calls to improve quality minimize errors and track operative performance.
• Managing staff KPI’s, identifying TNA and planning training sessions.
• Responsible for investigation, resolution and reporting of all customer related complaints.

• Implement an umbrella management function that brands, centralizes, and standardizes training, job support, and quality management across McDonald’s Call Centers and local sales and service; provide the direction needed for long-term stability and consistency.
• Lead the administration and enhancement of the Quality Monitoring Program
• Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process.
• Lead the development of a Quality Monitoring Definitions document.
• Assure regular and consistent calibrations across all teams.
• Spearhead analysis, design, and development initiatives related to the new-hire, refresher, and staff development training needs of Call Center representatives; recommend appropriate learning and job support solutions.
• Manage the creation and maintenance of all training templates.
• Work with others to schedule/coordinate training classes
• Provide expertise and support related to instructional/informational design and development, appropriate content treatment and effective delivery strategies.
• Lead the streamlining of current reference material and documentation; identify the need for new job aids, etc.
• Lead the development of supervisors as quality coaches and act as their mentor in dealing with the challenges of developing front line staff.

o I was responsible for the Quality assurance monitoring team, weekly and monthly reports, action plans, monthly COPC audit, KPIS, meetings, Performance levels, manage End-user survey feedbacks with complaints or comments and correlate all results with them and following COPC standards. I passed two “Annual recertification COPC audits” successfully and with brilliant QA and End-user Satisfaction sections results that were mentioned by the Auditing team in their final result report & analysis seminar in August 2011 after ECCO passed the audit with a score of 1933 out of 2000. Also I was responsible for all communications with other departments and clients regarding QA issues and coordination with the new accounts’ project manager to launch the account and report performance in test periods and soft launches..
o I was responsible for many offshore accounts in ECCO as “Sales Rain” a campaign for international dialling in US & Canada, “The Internet Co.” a campaign for the American job board where agents verify applications and market for educational services, “Audi&VW Middle East “ customer satisfaction surveys, etc… plus over 25 Local accounts the biggest of which was Vodafone Customer service and Data validation queue As I dealt with clients (mostly foreign) and managed & met their quality of service & targets expectations.
o I fully designed the call scripts, monitoring sheets, reporting systems for these projects in coordination with the clients, monitored agents, coached them for errors and held many orientation and appraisal meetings for the agents.

- Define project scope through associated communications documents & project success criteria
- Effectively communicate project expectations to team members and stakeholders in a timely and clear method on an ongoing basis
- Estimate the resources and participants needed to achieve project goals
- Draft and submit budget proposals, and recommend subsequent budget changes where necessary
- Plan and track schedule project timelines and milestones using appropriate tools
- Develop and deliver progress reports, proposals, requirements documentation and presentations
- Create recommendations report in order to identify en/successful project elements
- Develop best practices and tools for project execution
- Supporting sales visits to potential clients to analyze it from an operational aspect
- Providing feedback to sales regarding initial operational cost and launch availability
- Managing soft launch phase requirements and communication with the internal parties
- Works directly with Project Manager to mange project concept, objectives and approach in implementing new accounts or the existing accounts
- Documenting, prioritizing and tracking requests changes, enhancements and coordinating with the relevant parties to implement changes
- Filling all potential clients’ communication and projects life cycles
- Coordinating with Client operational managers till developing project goals
- Call scenario updates & creation as per client requirement
- Reporting operational problems
- Assesses measures and control the operational impacts, workflow, training, business processes
- Maintaining awareness of business context and company profitability by controlling organization processes
- Ensuring compliance with Customer Operation Performance Center
- Maintaining controls & documentation
- Monitoring project performance through statistical reports & analysis.
- Client Sat/dissatisfaction survey management
- Managing (Table F) Metrics

• Reporting to the quality assurance manager
• Responsible for developing and improving business processes, creating and improving the scenarios, designing training programs, monitoring and observing the accounts performance, analyzing the monitoring results, generating performance trend reports and setting action plans to enhance the performance and maintain the standards.
• Managing clients and customers satisfaction surveys.
• Setting processes and measuring their effectiveness.
• Managing internal audits and reviews.
• Managing calibration sessions with all parties (internal and external).
• Defining calibration sessions thresholds and measures the effectiveness of this threshold.
• Developing and modifying transaction monitoring tools and templates/ client.
• Developing a tool for transaction monitoring and results

1 - Answer calls and respond to emails
2- Handle customer inquiries both telephonically and by email
3- Research required information using available resources
4- Manage and resolve customer complaints
5- Provide customers with product and service information
6- Enter new customer information into system
7- Update existing customer information
8- Process orders, forms and applications
9- Dentify and escalate priority issues
10 - Route calls to appropriate resource
11- Follow up customer calls where necessary
12- Document all call information according to standard operating procedures
13- Complete call logs
14- Produce call reports