شريف Hosny El-Dawayaty

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.

-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

Responsible for Managing the DOmestic Business and maintain a Good relation with Customer.
Manage Customer problem.

Manage The distribution Center and Pro-actively improve the customer satisfaction.

 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

Processing daily customers complaints
Controlling courier business in delivering cards and statements
Marinating DAILY & monthly MIS.

• 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