Chief Operating Officer
Coldwell Banker Egypt
Total years of experience :21 years, 7 Months
Monitor and control tasks relating to business operations including crafting business schedule, drafting plans and specifications, and assess/address operational impact. Establish deadlines and track project phases accordingly to extract real-time project progress and promptly addressing issues. Steer staff development functions including recruitment and hiring, training on new and existing procedures, recommending promotion and performance appraisals, and mentoring to route operational workflow efficiently.
Draw comparison of analysed business trends against service/quality standards and offer recommendations via designing workflow. Liaise with internal stakeholders including top management, sales department, and departmental heads to track business cycle, formulate strategy, and enhance workflow. Prepare key reports including business progress, financial, quality, customer service, operational efficiency promptly by deploying operative tools. Evaluate and craft documentation detailing steps required to improve business systems, workflow, and program functions according to user needs.
Manage the daily activities of the company by overseeing several departments, responsible for
directing actions across an organization and direct managers to improve efficiency and reduce
costs as needed. And organize and oversee the daily operations of the company to ensure that the
business is well-coordinated and productive by managing its procedures and coaching the people.
§ Plan and monitor the day-to-day running of business to ensure smooth progress
§ Evaluate regularly the efficiency of business procedures according to organizational objectives
and apply improvements
§ Oversee customer support processes and organize them to enhance customer satisfaction
§ Manage relationships/agreements with external partners/vendors
§ Evaluate overall performance by gathering, analyzing and interpreting data and metrics
§ Successfully led execution of 350 sales via overseeing business operations confirming
unproblematic workflow.
§ Revise and/or formulate policies and promote their implementation, and reviews, analyses,
creates detailed documentation of business systems and user needs, including workflow,
program functions, and steps required to develop or modify computer programs.
§ Develops effective reporting tools for the business unit.
§ Develop strategies to enhance operational workflow and enhance delivery of services by
monitoring fast response
§ Analysis the business unit’s activities and trends and compares analyses against the service
standards and best practices. Presents findings and works with the Business Unit Leader and
other personnel to identify and implement strategies that will address tactical and strategic
goals.
§ Handle escalated problems and develop quick resolution to ensure on time production
§ Streamline policies and procedures to cut down on waste, reduce expenses and improve
operational processes.
Led tasks relating to customer services across sales department including sales interfacing, lead
generation, regulatory/quality compliance, conflict resolution, and surveys, ensuring competitive
edge and customer satisfaction. Generated performance reports tracking progress of sales agents
on a weekly and monthly basis to further productivity. Maintain superior standard of customer
service via communicating with customers over telephone/email/in-person, resolving long-standing
complex problems, and keeping a record of correspondence for future reference. Developed and
mentored teams to deliver set targets, fostering service-driven culture. Tracked and followed up
cross-functionally to ensure cohesive and effective service level.
§ Confirmed high-quality service delivery by recruiting, and training customer service staff
members.
§ Boosted customer satisfaction by formulating and implementing customer-service
procedures, policies, and standards.
§ Incorporated effective process planning across sales and operations department to enhance
productivity and work efficiency.
§ Manage customer service activities including, customer satisfaction, interface with sales,
managing leads, applying surveys, regulatory and quality ensuring that organization
customer service creates competitive advantage in marketplace including resolving critical
customer complaints.
§ Investigating and solving customers' problems, which may be complex or long-standing
problems that have been passed on by customer service assistants.
§ Keeping accurate records of discussions or correspondence with customers.
§ Writing reports analysing the performance of the
Oversaw execution of booking/cancelling/changing flights, client support through phone/email/in-person communication, and crafting performance report and comparison. Effectively arranged meetings and confirmed communication flow through extending invitations and taking minutes.
Crafted effective presentations to convey exact position of company at a given time.
Analysed data and drafting comparison reports of performance delivery between current and previous years.
Conducting business reviews to ensure clients are satisfied with our services.
Alerting the sales team to opportunities for further sales within key clients.
Escalating and resolving areas of concern as raised by clients.
Carrying out client satisfaction surveys and reviews.
Monitoring company performance against service level agreements and flagging potential issues.
Updating the CRM and ensuring account managers are aware of changes within clients.
Passing leads to the sales team and following up on progress.
Liaising with internal departments to ensure client needs are fulfilled effectively.