SUMMARY

• With over 10 years of experience in various activities in BPO (Business Process Outsource) a particular expertise in Tele - Communications and Medical Insurance (NRIMG), as well as running sales, quality, HR and business process projects in these fields.
• My experience provides me with the ability to operate in both strategic and operational level, maximizing my leadership and analytical skills in driving results and objectives. Due to my generalized background, I believe myself able to add value across the business.
• Working in different countries, various cultures and backgrounds inside and outside Egypt provides me with an accumulated experience allows me to share and apply best practices from companies and countries I worked in.
• Increased call center capacity for UPS by 400%.
• Standardizing quality process and workflow improving quality scores and customer satisfaction surveys from 57%, to average of 94%, in less than 6 months.
• Launched 4 new sites in Philippines and India for Confidential “Carmona, Davao, Camsur and Chennai”.
• Validating, executing and evaluating headcount ramp-up plans along with business expansion plans.
• Client's first point of contact with the internal resources, presenting and discussing performance plans with client's daily meetings.
• Rewarded Certificate of excellence from Sutherland Global VP for overall achievements.
• Sutherland became No.1 vendor globally among other 56 vendors (Onshore and Offshore).
• Planning business process management for the assigned entity, deploying a comprehensive process improvement framework with Organizational Excellence (OE) team to achieve greater internal efficiency as well as customer satisfaction, client Services and Customer Relationship Management.
• Standardize business process guidelines to maximize global workflow efficiency.

PROFESSIONAL EXPERIENCE

Confidential

Call Center & Client Relationship Manager

Responsibilities:

• Developing objectives for call center and back office’s day-to-day operation.
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.).
• Collecting and analyzingcall-center statistics (sales rates, costs, customer service metrics etc.).
• Assume responsibility of budgeting and tracking expenses.
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.).
• Prepare reports for different departments or upper management.
• Build relationships with key employees among customers.
• Create plans to address clients’ business needs.
• Act as point of contact for complaints and escalate issues as appropriate.
• Confidential, Workforce and Reporting Manager Dec 2014 - Jan 2017
• Supervising overall project performance i.e. KPIs, Sales, Quality, Revenue analysis and achievements as well as Customer relationship and risk management.
• Enhancing and improving business processes and ensures process stream line is effective towards company's objectives.
• Align globally with business developers to achieve company’s goals and objectives.
• Partner with various business units, QA and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
• Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency that includes schedule rotation, operation hours and staffing of agents for each individual facility.
• Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.
• Arranging home visits for pediatricians and family physicians, also aligning with hospitals, insurance companies and other concerned 3rd parties.
• Carrying out needs assessments, performance reviews and cost/benefit analysis.
• Setting and meeting performance targets for speed, efficiency, sales and quality.
• Ensuring all relevant communications, records and data are updated and recorded.
• Advising clients on products and services available.
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• Maintaining up-to-date knowledge of industry developments and involvement in networks.

Confidential

Account Manager

Responsibilities:

• Maintaining up-to-date knowledge of industry developments and involvement in networks. Operate as the lead point of contact for any and all matters specific to your customers
• Build and maintain strong, long-lasting customer relationships
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives, Prepare reports on account status.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
• Assist with high severity requests or issue escalations as needed.

Confidential

Corporate Sales Manager

Responsibilities:

• Plan, direct and evaluate the activities of sales departments in commercial, industrial, wholesale and retail and other establishments.
• Organize regional and divisional sales operations.
• Establish organizational policies and procedures in relation to sales.
• Determine strategic planning related to new product lines.
• Lead sales team in building relationships with business clients and manage negotiations of sales contracts.
• Recruit, organize, train and manage sales staff.
• May work with the marketing department to understand and communicate marketing messages to the field.
• Create and manage sales strategies and process to ensure efficiency.
• Lead and manage sales team towards company's objectives.
• Align with all associated departments to ensure flawless and streamlined business flow.
• International Marketing Course Ain-Shams University (Grade “Excellent”) (2006).
• The Impacts on boycotting campaigns on the international companies working in Egypt.
• Case study on Nestle, Americana, Coca-Cola and McDonald's.
• Faculty of Commerce, Business Administration Department Ain-shams University (2005).
• Graduated from El-Nasr Language School (2000)
• PMP Exam preparation course October 2015.
• Project Management Diploma attendance (PMD) from PMI (2009).
• Certified International Customer Service Association (ICSA) RAYA Holding (2006).

TECHNICAL SKILLS

• Operating System: Windows 8 & 10.
• MS-Office 2016 (Word, Excel, PowerPoint, Outlook, Access, Internet fundamentals).
• Self-motivated person with well-developed project management and IT skills combined with a flexible attitude to work.
• Critical thinker with strong analytical skills
• Strong team-player skills developed through work in various activities in business process improvement and other fields. (Selected Employee of the month twice).
• Good organizational skills developed in a variety of deadline orientated situations.
• Excellent interpersonal skills with employees at all levels.
• Good presentation skills combining sound analytical research and clear verbal explanation, applying solid thinking, pragmatic solutions and good delivery.
• Seek out new responsibilities irrespective of reward and recognition.
• Commitment to continuous improvement and operational excellence.