توفيق أبو عسلي

Project: Establishing & managing a new division (Advanced Applications Company) for RMZ group specialized in developing & running a different types of applications.

Achievements: Division was established and first application (Chic) for cosmetics was developed & launched.
Another new application in progress to be developed & launched.

Project: Auditing and evaluating the application performance and discovering the weakness points to create a development plan that guaranteed providing clients with quality of service that reaches their satisfaction and gain their loyalty to increase market share.

Achievements: Stores agreements increase, number of subscribers and redeems growth by implementing new organizing structure includes quality assurance and customer service professional departments in addition to sales and marketing plan.

Project: To establish a management office at the kingdom to launch and run the application services allover Saudi cities.

Achievements: MyHome Saudi Arabia branch currently available with full team of work and the application is serving Central and Eastern Province.

•Investigating customer satisfaction and reporting any issues.
•Working with department heads and senior management to get the best model of application.
•Reviewing and approving business needs.
•Driving the business to increase profits by studying the market needs.
•Coming up with solutions to problems and implement them.
•Provides advice and guidance to management board regarding applications services and models.
•Manages team workloads in order to meet goals and deadlines.
•Develops and Executes plans to increase efficiency and reduce costs.
•Improves existing systems procedures and policies.
•Ensures customer requirements are met in a timely manner.
•Identifies improvement areas and plans and implements systems to boost application effectiveness.
•Assists upper management in setting goals that promote company growth
•Oversees daily activity of the team.
•Develops call center systems by developing customer interaction and voice response systems and voice networks.
•Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs, installing upgrades.
•Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
•Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
•Maintains professional and technical knowledge by tracking emerging trends in call center operations management.
•Maintains sales staff by recruiting, selecting, orienting, and training employees.
•Identifying valuable emerging markets
•Owning and hitting/exceeding annual sales targets within assigned territory and accounts.
•Developing and executing strategic plan to achieve sales targets and expand customer base.
•Building and maintaining strong, long-lasting customer relationships.
•Partner with customers to understand their business needs and objectives.
•Keeping employees motivated and organizing appropriate training.

•Planning and controlling change.
•Managing quality assurance programs.
•Researching new technologies and alternative methods of efficiency.
•Setting and reviewing budgets and managing cost.
•Overseeing inventory, distribution of goods and facility layout.
•To make sure an organization is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of customers and clients.
•Involves overseeing the production of goods and provision of services.
•Monitoring and analyzing the current system of production or provision to check its effective, and working out a strategy for improving if necessary.
•Managing day to day activities, analyzing statistics and reading and writing reports.
•Perform quality controls and monitor production KPI’s
•Recruit, train, supervise and appraise human resources
•Cater to clients’ or personnel’s concerns

• Managing all the Call Center Operations and the Ordering process.
• Assisting the HRD in the hiring process and manage staff, including performance monitoring, and possibly mentoring and training.
• client dealings, follow ups and so daily contact with clients.
• Develop annual business plan in conjunction with Line Manager, with detailed activities to follow during the fiscal year.
• Holding Coordination meetings whenever needed with the client restaurants.
• Following up in uploading the menus and the area coverage with the in charge of handling this task.
• Corresponding with restaurants in any of issues such as updates in menus, minimum charges, any pending updates or any other tasks pertaining to coordination’s.
• Closely involved with the CRM system for providing better customer care experience and achievements.
• Working closely with the IT for any updating, issues, implementation and enhancement of the system, software and tools used (after the approval from the Head of Sales and Operations).
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

* Key Responsibilities as Call Center Operations Manager

• Manage call center daily operations (including after-hours support) and performance improvement.
• Monitoring random calls to improve quality and to minimize errors and track operative performance
• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR
• Reviewing the performance of staff, identifying training needs and planning training sessions with HR.
• Recording statistics, user rates and the performance levels of the center and preparing reports.
• Handling the most complex customer complaints or inquiries.


* Key Responsibilities as a Projects Manager

• Accept and appropriately manage customer project ensuring delivering scope & solution in a timely manner and in accordance with the Synoptic Terms and Conditions and contractual agreements.
• Demonstrate strong communications skills ensuring that verbal and written responses when dealing with customers and other staff members are relevant, clear, complete and logical.
• Working in all support Projects.
• Assure Implementing of Correct Solution and customer communication.
• Delivering required documentation
• Delivering required reports in projects
- Project closer report ( Engagement Status Report )
- Customer Satisfaction Survey
- Weekly status report
- Monthly customer report
- Coordinate Prevention maintenance
• Delivering required reports to top management
- Time sheet
- Meeting Notes
- Update info in the project server ( tasks or projects )
- Status report in the project server
- Ticket reports
- Customer management update
• Satisfying customer with predefined scope for support
• Visits customers and follow up on daily bases.
• Presenting Synoptic project managements services.

• Lead the planning and implementation of project.
• Facilitate the definition of project scope, goals and deliverable.
• Define project tasks and resource requirements.
• Develop full scale project plans.
• Assemble and coordinate project staff.
• Manage project budget.
• Manage project resource allocation.
• Plan and schedule project timelines.
• Track project deliverable using appropriate tools.
• Provide direction and support to project team.
• Quality assurance.
• Constantly monitor and report on progress of the project to all stakeholders.
• Present reports defining project progress, problems and solutions.
• Implement and manage project changes and interventions to achieve project outputs.
• Project evaluations and assessment of results.
• Managing the day to day running of the office and administrative tasks.
• Applying all policies and guidelines for personnel administration, including reporting.
• Coordinating the administrative staff, including the secretaries.
• Assuring coverage of such critical functions as reception, telephones, mail preparation, delivery and typing.
• Preparing the administrative budget and monitors expenses.
• Assures maintenance of inventory of office supplies and interacts with vendors regarding selection, pricing, and delivery of office supplies, equipment, and services.
• Coordinates the assignment of office space, IT equipment and furniture.
• The management of visas, work permits and labor contracts.
• Liaising with Immigration & Labor Department.
• Renewing of Trade Licenses.
• Handles Car Leases and arranges transportation services.
• Apartments and Villas - Handles leases, cancellations & renewing.
• Medical Health Insurance & Cards.
• Manages House & Offices Insurance with the Insurance Companies.
• Assures maintenance of the offices and accommodation.
• Manages housekeeping & Supplies.
• Assists new joiners in relocation.

• Managing and directing the daily activities of call center agents and telephone operators.
• Supervising, planning, and managing functions concerned to Call Center environment.
• Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
• Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.
• Attending, following up and resolving customer complaints and questions.
• Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
• Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
• Compiling and maintaining lists of on ­call and key schedules and personnel, and ensuring that the operators can use all lists as required.
• Updating databases, organizing activities related to maintenance and repair of equipment, ordering supplies and materials.
• Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
• Communicating solutions, successes, and opportunities to the Manager of customer service.
• Practicing and ensuring compliance with that of all the organization’s policies and procedures

• Responsible for the daily running and management of the center through the effective use of resources.
• Responsible for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
• Ensuring that calls are answered by staff within agreed time scales and in an appropriate manner.
• Coordinate and motivate call center staff.
• Manage staff recruitment.
• Call Center Staff Training.