Senior Operation and Business Strategy Specialist
Advance Medical Services
مجموع سنوات الخبرة :20 years, 3 أشهر
-Designing and implementing a strategic business development plan for achieving the desired strategic expansion of the business
-Designing an operational performance management system both for the Medical and CRM divisions
-Evaluating tools for monitoring performance with respect to the business strategic plan.
-Monitoring adherence to a pre-defined strategy & ensuring the compliance with the quality standards.
• Key responsibilities:
(a) development and evaluation of all research and creation of activities related to the brand identity.
(b) negotiation, finalizing and preparing the ROMI of third party partnership.
(c) evaluating smart devices before being launched in the market to identify points of strength and customer acceptance and build a preliminary marketing plan.
(d) co operation with customer service for analyzing customer feedback based on which marketing plans are created.
• Key Achievements:
(a) Led the initiative and implementation of the Skill and Will model which increased business efficiency under a constructive and a consistent way of performance management that is matching COPC standards ( Customer Operations Performance Center ).
(b) Played a key role as member out of four members ( Strategy Board ) in setting the Key Performance Indicators for the year 2012-2013 in a way that exceeds commercial targets agreed with Client.
(c) Leading the operation consistently during the past calendar year with an outstanding performance among which recognized as Best Performing supervisor twice in the past 6 months.
(d) Recognized for the excellence in performance and achievements by a nomination to a discounted exclusive MBA program
• Key Achievements:
(a) Reversed losses into profits by leading the initiative and implementation of the Call Propensity Project which saved the client about 1m $ and improved NPS ( Net Promoter Score of VF-UK ) through decreasing number of customers' calls to the call center by 5%.
(b) Increased efficiency & productivity of the operation by leading the initiative of the Super Advisor Project by up skilling the Billing advisors and merging the billing and technical queues.
(c) Nominated for a Green Built Six Sigma Training as a recognition for my achievements.
(d) Recognized and awarded for my crisis management efforts during the revolution time.
• Key Achievements:
(a) Decreased the attrition of Egypt site ( UK Account ) by 3% by leading the initiative and implementation of Advisor & Middle management Development Program.
(b) Spear headed efforts with the operations for COPC accreditation ( Customer Operations Performance Center ) which will attract many business opportunities and considered a strong bargaining item.
• Key Achievements:
(a) Saved the client ( VF-AU ) 1.5 m$ by creating the process of adjustments validation done in the Customer Care.
(b) Led the initiative and the negotiations with Operations and Client for launching the Sales Queue in Egypt site instead of the cheaper Indian site, Sales queue in Egypt exceeded sales targets by 30% and achieved consistent success
• Key Achievements:
(a) Achieved Savings of up to 50, 000 SR through process redesigning and optimization of dental inventory management.
(b) Achieved 80, 000 SR worth of revenue from reinvestment of the previously mentioned savings in upgrading the technology of the dental equipments by adding the CEREC device.
(c) led the initiation, implementation and control of a biweekly auditing system on all the working processes in the dental hospital.
• Key Achievements:
(a) Achieved revenue growth of about 5% through negotiating, initiating and participating in implementation of the idea of an evening shift for treating patients at reduced fees rather than for free as in the morning.
(b) Saved 40, 000 EGP of unnecessary cost through better management of dental materials purchase and consumption and reinvested this amount later in upgrading the dental equipments in the unit.
(c) Granted a scholarship in Hospital Management from Ain Shams University at the FLDC ( Faculty of Leadership and Development Center ).
• Key Achievements:
(a) Delivered 110 hours of training to corporate and individuals in the following fields:
a. leadership development.
b. sales effectiveness.
c. team management.
d. customer service.
e. process improvement.
(b) Participated in consultancy for corporate according to the IMap process.
Master of Business Administration (MBA) -Major in Strategic Management - Victoria University-Switzerland(www.vubs.ch ) - Graduation November 2013 . - Student reference number ( 2012200026 ).