Total Years of Experience: 35 Years, 10 Months
November 2006
To Present
Contact Center Manager
at mobiserve egypt company
Location :
Egypt - Cairo
Contact Center Operation Manager
- Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
- Measuring and demonstrating the group productivity.
- Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
- Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
- Writing and conducting performance evaluations
- Setting up performance goals and targets for assigned team.
Quality assurance and process excellence Manager
- Responsible for COPC Implementation as COPC Registered coordinator.
- Responsible for preparing call center plans and annual budget.
- Responsible for Training.
Special Achievements
o Core Team Leader for PFMEA projects, responsible for leading the PFMEA during design and implementation phases
o Managing and implementing call Center project In Algeria, including Hiring and training for 500 agents, software for the project and reporting system.
o Managing and implementing call Center project In Cairo, Address verification for Mobinil clients which was required by NTRA.
o Developing Company Manual for Operation, Production, and Call Center Dep.
- Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
- Measuring and demonstrating the group productivity.
- Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
- Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
- Writing and conducting performance evaluations
- Setting up performance goals and targets for assigned team.
Quality assurance and process excellence Manager
- Responsible for COPC Implementation as COPC Registered coordinator.
- Responsible for preparing call center plans and annual budget.
- Responsible for Training.
Special Achievements
o Core Team Leader for PFMEA projects, responsible for leading the PFMEA during design and implementation phases
o Managing and implementing call Center project In Algeria, including Hiring and training for 500 agents, software for the project and reporting system.
o Managing and implementing call Center project In Cairo, Address verification for Mobinil clients which was required by NTRA.
o Developing Company Manual for Operation, Production, and Call Center Dep.
December 2005
To November 2006
Distribution Manager
at Golden Group Raneen
Location :
Egypt
-Responsible for Distribution and delivery of all product sold to customer
-Control and supervision on all distributors' offices all over the country
-Handling customer complaints and preparing the necessary action plan.
-Coordinating between departments and the distributors' office and resolve any problems that might happen
-Control and supervision on all distributors' offices all over the country
-Handling customer complaints and preparing the necessary action plan.
-Coordinating between departments and the distributors' office and resolve any problems that might happen
July 2004
To July 2005
Domestic & Logistics Manager
at Aramex International, Cairo
Location :
Egypt
Responsible for Managing the DOmestic Business and maintain a Good relation with Customer.
Manage Customer problem.
Manage Customer problem.
May 2004
To July 2004
Distribution Center Operation Manager
at TNT EGYPT
Location :
Egypt
Manage The distribution Center and Pro-actively improve the customer satisfaction.
May 2001
To May 2004
Embossing & Delivery Head
at Citibank N.A Egypt
Location :
Egypt
Controlling the cards delivery process from embossing center to customer
Control daily customers complaints processing.
Maintaining and controlling daily MIS "Management Information system" for the bellow items:
o Daily Dispatched cards
o Monthly customer's complaints volume
o Turn around time for Cards and statements Delivery
o Daily volume processed for embossing and delivery team
Automating many daily manuals process to improve the performance and reduce process time
Automating the daily cards Delivery and tracking (Best process improvement reward 2001)
Managing the Courier business for consumer banking products
Control daily customers complaints processing.
Maintaining and controlling daily MIS "Management Information system" for the bellow items:
o Daily Dispatched cards
o Monthly customer's complaints volume
o Turn around time for Cards and statements Delivery
o Daily volume processed for embossing and delivery team
Automating many daily manuals process to improve the performance and reduce process time
Automating the daily cards Delivery and tracking (Best process improvement reward 2001)
Managing the Courier business for consumer banking products
December 2000
To April 2001
Customer service representative
at Citibank N A Egypt
Location :
Egypt
Processing daily customers complaints
Controlling courier business in delivering cards and statements
Marinating DAILY & monthly MIS.
Controlling courier business in delivering cards and statements
Marinating DAILY & monthly MIS.
August 1988
To July 2000
General Internal Service Clerck
at Citibank N.A Egypt
Location :
Egypt
• Managing Purchasing and contract.
• Maintaining stock control and re-ordering level.
• Handling printing forms and doc's, selecting best quality.
• Negotiating offer with suppliers and selecting best offer.
• Follow up on supplier's contracts and payments.
• Preparing quarterly suppliers and service providers deducted tax report for tax authority
• Preparing yearly expenses analysis report (Profit & loss) submitted to tax authority
• processing daily expenses and suppliers payments
• Maintaining daily control over the premises security
• Fixed assets control
• Maintaining stock control and re-ordering level.
• Handling printing forms and doc's, selecting best quality.
• Negotiating offer with suppliers and selecting best offer.
• Follow up on supplier's contracts and payments.
• Preparing quarterly suppliers and service providers deducted tax report for tax authority
• Preparing yearly expenses analysis report (Profit & loss) submitted to tax authority
• processing daily expenses and suppliers payments
• Maintaining daily control over the premises security
• Fixed assets control
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