Customer Service Management

Abdelaziz Khalifa Elshabrawy

Dubai, UAE • +971-**-******* • *********@**********.***

MIS Officer • Workforce and QA Analyst • Customer Service Expert

Qualifications Summary

Over 3 years of experience in Call Center Operations (inbound and outbound) workload scheduling/forecasting, utilizing Workforce Management (WFM) tools. Customer service-focused professional

Analyzing, organizing, and monitoring the Contact Center’s inbound and outbound activities to assist the leadership team in ensuring optimal service levels, schedule adherence, and response time objectives are met and/or exceeded.

Proficient in PC software skills to include the Microsoft Office Suite, Visio, Visual Studio.Net and database management and reporting software

Professional Experience

Dubai Islamic bank – Dubai, UAE

MIS Officer - Electronic Banking (April 2007 to Present)

Developing, analyzing, and maintaining all Contact Center reportsUtilizing Workforce Management (WFM) tools, trend indicators, staff planning schedules, workload distribution, and data reporting Making real-time decisions to minimize hold times and meet service levels in the call center phone queues and make recommendations to the leadership team regarding adjustments, as needed.Responsible for monitoring systems/reports and taking effective prompt measure to meet the set standard of service levelServing as a continuous improvement champion and change agent for meeting call metrics in the Call Center.

Maintain suitable occupancies and utilization levels

Dubai Islamic bank – Dubai, UAE

E-Channels UAT Officer - Electronic Banking (Feb 2009 to Jun 2009)

Coordinate with project management team to perform the E-Channels and Backend User Acceptance Test (UAT) to confirm system usage, performing business processes

Ensure that the definition of tests provide comprehensive and effective coverage of all reasonable aspects of functionalityExecute the test cases using sample source documents as inputs and ensure that the final outcomes of the tests are satisfactoryValidate that all test case input sources and test case output results are documented and can be auditedDocument any problems, and work with the project team to resolve problems identified during the testsSign off on all test cases by signing the completed test worksheetsAccept the results on behalf of the relevant user population

Dubai Islamic bank – Dubai, UAE

Team Coordinator (Phone Banking) (Dec 2006 to Mar 2007)

Leading, developing, motivating and inspiring team and individuals to maximize performance

Work very closely with team members to solve customer problems.Responsible for the identification and performance management of individual under performance within appropriate timescales. Accountability for the development and performance of Contact Centre Agents, through effective, regular coaching / feedback and (1-2-1) sessions. Maintain accurate documentation to support individual and team

Dubai Islamic bank – Dubai, UAE

Customer Service Representative (Jan 2006 to Nov 2006)

Customer-focused customer service professional with strong in-bound and out-bound call center experience

Deliver world class customer service and build customer satisfaction and loyalty.Provide effective and timely resolution of a range of customer inquiries.Strive for one-call resolution of customer issues. Complete ongoing training to stay abreast of product, service and policy changes.Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.

Kuwait Food Co.

Amerecana – Dubai, UAE

Home delivery supervisor (Jul 2004 to Jan 2006)

Effectively trained and supervised up to 35 employees in creative food preparation, assembly, and presentation; perform customer service and sales duties.

Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.Managing costs to ensure financial targets are achievedManaging, recruiting and training Home Delivery Agents Ensuring the geographical routes are viable from a business and delivery point of view

Projects

DUBAI ISLAMIC BANK – Call center

Call Center Performance Dashboard

The Performance Dashboard is a customizable web-based application that empowers the call center management to make strategic decisions based on real-time facts, information and adjust their plans as necessary when an unexpected problem arises.Performance Dashboard Main Modules Call Quality Monitoring and Evaluation Module.Customer Complaints Analysis Module.Call Center over All Performance Modules.

More Details about the Performance Dashboard

Please Visit: Best project award June 2007 - Dubai Islamic Bank

Education and Training

Accounting, Business Management and Economic 4 years studying - Menofia University, EgyptB.Com. Commerce, Accounting Department. Web Application Development (IBM Egypt).CIW Web Application Developer (IBM Egypt).Visual Studio.NET2003 Certification (Emirates Network Institute-UAE).The CMS: Maximizing Operational Effectiveness(avaya- Dubai Islamic Bank)Intelligent Leadership (Dubai Islamic Bank).Planning and Organizing (Dubai Islamic Bank).Customer Mania (Kuwait Food Co. Americana)Fish Philosophy (Kuwait Food Co. Americana)

Strengths and personal skillsExcellent interpersonal, organizational, verbal and written communication skills with the ability to meet deadlines in a challenging and fast-placed environment.Generic Ability to work independently as well as a part of a team & result oriented.Ability to manage heavy workload effectively & efficiently.Meet set targets/KPIs strong negotiation & analytical skills.

Proficient in Development software including (MS SQL Server 2005, Crystal Reports 10, Visual Studio.Net 2005, ASP.Net 2.0, ADO.NET, JavaScript and CSS)Proficient in Dream Weaver CS3, Flash CS3 and Adobe Photo Shop CS3Familiar with AVAYA technologies(ACD, IVR, CMS and CTI)

** References available upon request with supporting documents.

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