Manager Management

CURRICULUM VITAE

Youssef Ahmed El-Kadi

***, ***** ****, **-****** Zayed

Cairo - Egypt.

Tel. (02)38501186 / (010*-*******

Email: *************@*****.***

MBA holder with ten year experience in contact centers and customer service

operations (Calls, back office and workforce management) with focus on

customer experience, effectiveness and efficiency. Also coming from travel

background at the most reputable ones.

Experience :

Sep 11 - Present : Vodafone Egypt - VIS (VGE)

Service Desk - Manager:

- Client Management: Compile customers'

requirements based on information received

from meetings, calls, direct mail

responses and other sources. Follow up

with the customer business owners by

telephone and e-mail to qualify needs and

ensure meeting due dates and deliverables.

Participate in preparing business cases

and contracts for business obtained.

Estimate date of start of service to

customer, based on knowledge of Vodafone

Egypt operations capacity. Ensure full

compliance with contractual agreements

- Operations Management: Be accountable for

all operational, performance, quality &

training and people management issues.

Create operating processes with the

appropriate measures and monitors to

ensure accurate reporting and continuous

improvement. Develop and implement working

procedures and practices to ensure the

effective and efficient operations. Ensure

at all times, that all defined KPIs are

met to support the delivery of customer

service grade of service levels, quality

standards and customer satisfaction

targets. Proactively escalate and/or

manage any operational challenges that may

impact on the successful delivery of KPIs,

offering suggestions and recommendations

around requirements and ensuring risk is

mitigated. Work with stakeholders to

deliver KPIs which support all strategic

drivers including customer and staff

satisfaction and operational efficiency.

- Change Management: Work with VIS/VGE

business changes and other relevant

parties to drive necessary changes within

the GESC function and ensure that all

change initiatives are planned, structured

and deliver value that meets the overall

business objectives.

- Cross Functional Liaison & Project

Management: Implement telecom industry

best practices in the assigned department.

Create operating processes with the

appropriate measures and monitors to

ensure accurate reporting and continuous

improvement. Project manage the

integration of new customers, product,

service roadmaps into GESC operations

while maintaining smooth transitioning.

Work closely with project management,

Opco's, Partners and Affiliates to ensure

all agreed SLA's, communication matrices

and agreements are met between both all

stakeholders. Support the preparation of

business cases and ensure VIS

potentiality/readiness for future

scalability and ramp-up of VGE business by

engaging with relevant stakeholders

- Customer Satisfaction & Retention: Develop

and execute plans to achieve CSAT/NPS

scores as set each year. Build & roll-out

an ongoing development roadmap based on

regular CSAT/NPS surveys on the agent,

team levels.

Jul 07 - Sep 11 : Vodafone Egypt - VIS (AU Account - UK

Account)

International Accounts - Manager:

- Managing teams of about / up to 300 agents

plus support in an off shoring call

centre.

- Improve customer satisfaction level

compared to competitor practice

- Managing outsourcing vendors relation on

the Account level.

- Handling third party recrtuitment as well

as labor relation issues for contractors

- Follow up on customer requests and

complaints.

- Achieving targets; SL, FCR,quality

assurance, AHT, Occupancy, budgets

- Review, map and change processes for

Vodafone one customer. Increase the FCR.

Top ten calls on the high value segment;

Channel strategy for top ten calls aiming

to either direct them to other channels or

eliminate the reason of calling.

- Ensure best utilization for resource and

productivity levels by contoling

conformance, Adherence and occupancy, AHT,

DN, NR, Hold,

- Continuous feedback to the commercial

team.

- Efficient coordination of staffing and

training requirement with HR.

- Designing internal staf KPI's and

measurements.

- Effectively support the cross-functional

business activities and projects

Apr 07 - Jul 07: Vodafone Group - Group Technology

Global Supply chain Management - Supplier Performance

Management - GRP:

- Develop KPI set for measurement of Poor

Quality - based on TL9000 Standard.

- Baseline of Cost of Poor Quality in Pilot

OpCo

- Identify Product categories to measure

- Draft Changes to Supplier Contracts

- Proof of Concept for Cost of Poor Quality

- Create Standard Contract Template

Jan 07 - Apr 07: Vodafone Egypt - Customer Operations

International accounts (Australia team) - Operation

Manager (Loan Basis):

- Enhancing operational productivity (AHT,

Hold, NR, CPD)

- Reviewing agents and supervisors KPI's

- Enhancing supervisors soft skills and

operational.

- Putting governance model for the

supervisors to follow (timelines and

templates).

- Facilitate work flow.

Oct 06 - Jan 07 : Vodafone Egypt - Customer Operations

Consumer High Value - Liaison (Loan Basis):

- Submit case studies based on which when

approved will follow the rest of the

documentation.

- Ensure that all projects include all the

work required to complete the project

successfully.

- Ensure timely completion of all projects

and deliver efficiently and effectively

with in agreed upon deadlines.

- Ensure execution of the process of

identifying, analyzing and responding to

project risk.

- Ensure that the project is completed

within the approved budget.

- Represent Consumer High values in UAT's.

- Recommend new case studies aligned with

strategy and budget.

- Review the processes that are requested to

be changed.

- Participate in process enhancement focus

groups.

- Communicate agreed enhancement to

concerned parties and follow up with COPS

Communication on circulating them to the

rest of COPS.

May 06 - Oct 06 : Vodafone Egypt - Customer Operations

Workforce Management - Senior Superisor :

- Supporting all company's strategic

projects with time and resources such as

multi site, skill base routing, CRM,

etc...

- Participate in process and procedures

improvement (i.e workforce manage through

knowing the back log for each department

and recommend solutions).

- Being a part of the hiring plan and

seating control processes and recommend

solutions.

- Use the response time calculation to

measure and report the productivity of the

off board areas.

- Efficient E-workforce handling measured

through accuracy and meeting the

deadlines.

- Control shrinkage by continues tracking

and providing feedback and recommendation

to the concerned areas and follow up.

- Ad-hoc reports to be prioritized by the

unit's manager & provided whenever

necessary within reasonable timelines to

other COPS' departments or managers to be

measured through customer's feedback and

meeting the deadline

Sep 05 - May 06 : Vodafone Egypt - Customer Operations

SMC (Systems management Center) - Superisor :

- Ensure that all systems or GSM Network

outages requested by Technology

Departments (IT / VAS / NOP) is managed

according to SLA.

- Ensure that PC health checks are performed

effectively; problems are solved in timely

manner.

- Ensure periodic and upon request reports

are produced on time & ensure quality &

efficiency of produced reports.

- Ensure that any system or move projects is

implemented successfully in terms of

required system workability, support, PC

workability, ...etc., and ensure as well

that user acceptance test, and system

deployment is implemented according to

plan.

- Accurately dimension COPS short and long

term seating capacity requirements in

order to accommodate current and future

expansion.

- Regular development, update, & monitoring

to SLA's that suite COPS requirements.

- Develop in coordination with IT/NOP/VAS

contingency plans for projects deployments

and planned/unplanned outages.

Jan 05 - Sep 05 : Vodafone Egypt - Customer Operations

Night Shift - Call Center Superisor :

- Ensure effective and efficient day-to-day

performance

of the Night Shift Representatives.

- Ensure the adherence of the team members to the

Customer Operations department policies,

procedures and standers.

- Provide support to the Night Shift team

members to

handlesuccessfully difficult customers by providing guidance,

empowerment, alternatives and solutions.

- Develop and improve processes to maintain the

highest

level of customer satisfactions.

- Provide a high level of quality monitoring to

insure a

dedicated continuance progress of the team.

Apr.04 - Jan 05 : Vodafone Egypt - Customer Operations

Call Center Superisor :

- Manage a team of average 12 agents.

- Conduct observations and one on one(s)

and document them.

- Staff development by monitoring and

coaching

- Ensure comunication that make sure

agents got it right.

- Paticipate in the floor activities,

i.e. handling floor, escalated

calls, walk in area customers, complaints,

UAT(s), projects

Jul. 01 - Apr. 04: American Express Egypt -Outgoing Holidays

Operations;

Senior Travel Counsellor :

- Combining packages for the seasons.

- Preparing offers for bidding including

technical support visits.

- Pilgrims trips including finalizing

governmental regulations.

- Participating in projects and special

studies; i.e. Club Med

promotion plan, Hajj & Omra strategic plan.

- Escorting groups abroad as tour

manager.

- Getting new suppliers and submitting

deals terms and

conditions to management.

May 99 - Jul. 01: Travco Travel Co. - Outgoing Holidays

Operations;

Tour Operator:

- Coordinating between local agents or

clients and the

international agents.

- Getting the best rates for clients.

- Preparing offers, for both individual

and group whether on

leisure or corporate basis.

- Collection, and payments.

- Forward statistics for management.

Apr. 97 - Apr. 99 : Thomas Cook - Inbound Operations;

Tour Operator:

- Handling International accounts

- Making all reservations and

arrangements all over Egypt.

- Issuing all necessary documents.

- Pricing and giving rates according to

market nature.

- Promotion by implementing new products

or programs.

- Coordinating between all divisions and

branches involved in the

operation.

- Invoicing and reviewing all

international accounts as well as

local either inter-office accounts or for

external suppliers.

Dec.96 - Mar. 97 : Thomas Cook - Outbound Operations;

Assistant Tour Operator:

- Coordinating between the local agents

or branch and the

international agent.

- Reviewing its invoices

Education :

2013 : MBA,

Edinburgh Business School, Heriot-Watt University

June 1995 : B.Sc. of Tourism, French Section,

Faculty of Tourism and hotels, Helwan University

June 1991 : Secondary School certificate,

College De La Salle

June 1988 : Preparatory School certificate,

College Patriarcal

June 1981 : Primary School certificate,

College Patriarcal

Additional Courses and Workshops :

2012 : ITIL Operation Support and Analysis (OSA), Egybyte.

2012 : ITIL Foundation, Egybyte.

2012 : Influencing without Authority, TTM, Vodafone Egypt.

2011 : Decision Base Business Simulation, AB & Associates,

Vodafone Egypt.

2010 : Contract management, Settec, Vodafone Egypt

2010 : High performance management techniques, COPC,

Vodafone Egypt

2009 : ISO27001 Implementation class, SETTEC/e.VISION,

Vodafone Egypt

2009 : Change Management, Stand & Deliver, Vodafone Egypt

2008 : Managing for Success Workshop, TTM, Vodafone

Egypt

2006 : Basic Fire Fighting, Petrosafe, Vodafone Egypt

2006 : Voice of Leadership, Vodafone Egypt

2006 : The Call Center School, Vodafone Egypt

2005 : Finance For Non Financials, Vodafone Egypt

2005 : Strategies for Problem Solving & Decision Making,

Vodafone Egypt

2005 : 7 Habits of Highly Effective People, Vodafone Egypt

2005 : Emotional Inteligence, Vodafone Egypt

2004 : Power of Influence, Vodafone Egypt

2004 : Presentation skills, Vodafone Egypt

2004 : Business awareness, Vodafone Egypt

2002 : Lotus Notes, American Express

2001 : Organizational Changes, American Express

2001 : Code of conduct, American Express

2000 : Project Management, British Council

2000 : Hotel Excellence, Marriott

2000 : Negotiation Skills, Amideast

1999 : Quality Standards, Thomas Cook

1998 : In-house selling skills, Thomas Cook

1998 : Access, Heliopolis Public Library

1998 : Effective Marketing Skills Course, British Council

Language Skills :

Arabic : Mother-tongue

English: Excellent

French : Excellent

(1990, Alliance Francaise)

(1990, Francais des Professions Scientifiques et

Techniques)

Spanish: Fair

(level 7, Centro Cultural Espanol)

Personal data :

Date of Birth : April 21st, 1974

Nationality : Egyptian

Military status : Served

Marital Status : Married

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