SUMMARY:

• An experienced development manager with 13 years’ experience in the information and communication technology industry.
• With expertise in the latest technologies and best practices of customer operations, programs/projects management, vendor management, business excellence and continues improvement which enriched my abilities to lead and work with diverse groups to effectively manage and deliver major programs and project to meet the required objectives within budget, on time and meeting the quality standards.
• A vendor management office and outsource expert with outstanding abilities to develop, manage and lead strategic vendor relationships across the organization, manage the organization - wide outsourcing strategy identifying, building and expanding relationships that provide benefits across the value chain, with primary emphasis on revenue growth and supplier/partner enablement. Trusted with global planning and management of investments and goal attainment for contact center business that exceeds 300M EGP in annual spend.

CAREER HIGHLIGHTS:

Organization Relationship Management: Led strategy development and management of relationships with Telecom Egypt data “ Confidential ” outsourcing vendor Xceed. Oversaw engagement from a corporate perspective, ensuring strategic alignment between Confidential and across functional departments. Developed agreements covering, professional services for customer service, and sales & technical support programs.

Complex Deal Structuring: Spearheaded the development of Confidential outsourcing agreements for Xceed, representing 300+ M in annual spend and addressing the interests of over 100 stakeholders managing 3000+ representatives across two complex, organizations.

Leadership and Coaching: Managed large teams of more than 250 customer support specialists and 30+ subject matter experts. Coached employees throughout the annual planning process and provided guidance on goal attainment.

Subject matter expert: Managing the integrated cross-functional process improvement projects that have a significant impact on the success of TE Data’s Customer Care dept. to deliver high-end projects to manage customer’s expectations effectively and efficiently, increase their satisfaction and loyalty.

TECHNICAL SKILLS:

• Customer Experience
• Customer Satisfaction
• Vendor Management
• Contact Centers
• Project Management
• Contract management
• Performance Management
• Operations Management
• Team Leadership
• Social Media
• CRM
• Business Analysis
• Process Management
• Telecommunications
• Knowledge management
• Service Level Management
• Process improvement
• Technical Support

PROFESSIONAL EXPERIENCE:

Confidential - California

Project Manager

Responsibilities:

• project manager for digital marketing & business solutions agency with a focus on helping small businesses & international corporations with getting more quality leads and more traffic (both online & offline) by focusing on web technologies.
• Managing all projects from A to Z, which includes:
• Creating and implementing project plans from initiation to closing.
• Managing requirements and resources.
• Typical managed projects include: Information Architecture, design, front and back-end development and coding, testing, content writing, marketing and SEO campaigns, CMS training, presentations and more. Resourced projects with a core team and hired additional contractors and specialists based on project scope and needs.

Confidential

Customer Service | Contact Center Operations Development Unit Manager

Responsibilities:

• Established and currently lead a disciplined VMO office responsible for vendor selection, deal analysis and modeling, creating and negotiating agreements, budget management and on-going vendor engagement.
• Oversee 300 M EGP annual budget to include annual planning of contact center outsourcing activities for vendor expenses. Develop and deliver cost savings strategies to including contract renegotiation as well as environment and requirements rationalization.
• Develop vendor strategies and classification to target investments and executive engagement ensuring optimal value from vendors. Lead executive planning and engagement with vendors ensuring focus on priorities across wide and complex organization. conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Lead and manage the contact center process improvement program combining top-down, judgment-driven evaluations and bottom-up, data-driven analysis to identify key journeys, and then engage the entire organization in redesigning the customer experience.
• Collaborates with SMEs subject matter experts to translate customer business/technical challenges into business solutions and Identify new business opportunities for customer service dept.
• Design and manage knowledge base content to improve customer facing employees’ abilities to achieve customer satisfaction based on the latest technologies and best practice.

Confidential

Customer Service | Contact Center Supervisor

Responsibilities:

• Monitor the customer service dept. contact center unit strategy and operations and develops a performance plan based on the department objectives also analyzes data and provides the information needed for the continuous improvement of business processes and focus on measuring results and getting ongoing feedback about these results, as well as get plans developed to improve results.

Confidential

Customer Service | Customer Care Senior Specialist

Responsibilities:

• Working as a first line technical support and for ADSL services.
• Handling calls for TE Data customers.
• Troubleshooting clients’ problems over the phone.
• Handling customer’s inquiries completely and accurately.
• Resolve technical customer’s complaints and problems.
• Escalating complex technical issues to specialized departments.

Confidential

Customer Service | Customer Care Team leader

Responsibilities:

• Daily real time monitoring for: calls flow, service level, floor manpower.
• Motivation, leadership for the teams and developing future leaders.
• Conduct one-on - one performance evaluations.
• Schedule agents to meet staffing requirements.
• Manage turnover to ensure enough agents are available to meet staffing.
• Gather and analyze daily, monthly and yearly performance data.
• Supporting in the hiring process for new call center agents.
• Helping create or maintain policies and procedures.
• Delivery of quality and productivity targets and indicators.

Confidential

Customer Service | Customer Care Specialist

Responsibilities:

• Making outbound calls to gather customer information and check customer satisfaction.
• Collecting data from customers in order to make a database for the prepaid customers.