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Customer Service Sales

August 23, 2018

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Hany Farouk Abd El-Razek (COPC, CCPS, 6 Sigma, and FMS certified)

Profession Experiences

Current job:

DFS for call center and Business solutions Services ( Gulf, Egypt)

Customer Service & Commercial Head

Scope & Responsibilities:

Brought the new company into existence by providing managerial oversight of the organization, process, technology, and facilities tracks.

Built a plan and led the implementation of the outsourcing Call Center, and outstanding customer service level provided to our clients

Utilize data/workforce management software to ensure optimal staffing during hours of operation.

Ensure workflow procedures are implemented and maintained at a superior Customer service level.

Develop a strong pipeline of opportunities within new and existing accounts within the company.

Conducted comprehensive contact center and technology assessments and created roadmaps to guide future investment and phased implementation.

Developed a comprehensive technology support model covering technology resiliency, proactive detection and prevention of service-affecting incidents, and incident management and reporting.

Managing Graphic designing, web developing, Social media, SEO, SEM, and digital marketing activities of company, and its clients..

Managing, and implementing OMNI channels Strategies within the company and its clients.

Develops sales strategies, structure, systems, processes, and plans that ensure achieving of company sales goals and profitability.

Responsible for the execution of sales strategies and plans.

Analyzes sales statistics to determine business growth potential.

AL-Deyaa Group-Dubai UAE(Premium Channel Partner of Etisalat UAE)

(1 February 2016till 15July 2016)

SMB Portfolio CRM& Call Center Head

Scope & Responsibilities:

Launching Inbound and outbound Call Center including technical requirements, manpower, policies, strategies,, procedures, campaigns management, back office.

Managing large team members towards achieving elegant service quality for SMB customers through individual Work, and whole team performance.

Ensure workflow procedures are implemented and maintained at a superior quality level.

Evaluate individual performance according to the performance agreement in parallel with CS department

performance to assure meeting the service level for every task accurately

Develop and document workflow procedures to ensure customer’s needs are met.

Participate in selecting appropriate territories to optimize market coverage, sales growth and indirect sales effectiveness.

Implement and support the administration of Channel Partner Program .

Develop detailed annual sales growth plans including strategic market segment, new product and market

Conduct formal performance reviews with channel partner Teams, and associated field sales support resources to assess performance against annual sales growth plans and to drive corrective actions as appropriate.

Work to assess competitive landscape and create unique value propositions that create competitive advantage within assigned geography

Ensure compliance with all distribution policies and procedures

Ahmed ElSallab Establishment For ( Ceramic & Sanitary)

(31 October 2015 till January 2016)

Group Customer Operations Director

Scope & Responsibilities:

Member of the group board committee.

Managing all customers’ operations aspects for whole 7 Shopping Malls including customer service

Transportation Fleet, Receptions, call center, maintenance, after sales services, and telesales team.

Managing a large team members under my management umbrella consists of Managers

Supervisors, Representatives, Technicians, and Drivers,

Planning a business strategy module in order to ensure all Orders, equipment’s, spare parts, Consumables,

Merchandises, materials, and supplies with the objective are maintained in which Can lead convenience.

Authorizing refunds, compensation, and re- returned products to customers.

Analyzing key management information to see how well customers are being served, Interact with key customer

Employees to maintain close and productive relationships.

Work with IT resources to develop requirements to achieve maximum automation to reduce manual workflows.

Ensure tight control over the company’s cash resources, with minimal cash outlay.

Develop and document workflow procedures to ensure customer’s needs are met.

Ensure workflow procedures are implemented and maintained at a quality level.

Participate in formulating and administering company policies and develop long range goals and objectives.

Raneen for TV Shop & Stores

From January 2014 till 31 October 2015

Director Of Customer Operations& Telesales& Maintenance

Scope & Responsibilities:

Full preparations to launch the department with all of its sectors mainly the call center, customer

service, Telesales, Retails, And maintenance ...

Re-structure Customers Engagements process in order to maintain long term business relationship.

Work with sales, marketing managers to achieve budgeted sales targets within specified deadlines.

Dynamic public speakers and comfortable when interacting in both one-on-one and groups

Represent and Spoke on behalf the company in fairs, exhibits.

Develops and implements procedures pertinent to the effective and efficient operations of the Sales, and CS.

Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Maintains in-depth

Working knowledge of Company systems and processes.

Sets performance standards to meet service goals of company. Coaches Retail, Customer Service Team in order to

Achieve high performance.

Implementing CRM, ERP authorization process, and licensees

NTG Group ( Saudi Arabia, Egypt, UAE)

From Jan 2009 Till January 2013

Onecard Support &Outsourcing ( BDO) Sr,Manager

Scope & Responsibilities:

Managing Onecard contact center.

Managing 4 outsourcing contact centers, Travian from Germany, R2 Squared from China.,Ceasery from Japan, Softynx from South Korea..

Create and managing new business plans to increase department duties, and enhancing its performance.

Have an understanding of E-commerce systems along with the ability to manage and communicate

complex information to team members, colleagues and customers.

Management of marketing campaigns, after sales calls, and customer satisfaction surveys.

Demonstrate strong organizational and decision-making skills to Customer Care Centre.

Coaching,, motivates, and recognizes, team members for their contribution to department for reaching the

highest performance level.

OSN - (UAE- Egypt)

From September2007 till December 2008

Contact Center Manager

Scope & Responsibilities:

Managing OSN Call Center, and customer operations Department.

Have an understanding of Pay TV systems along with the ability to manage and communicate

complex information to team members, colleagues and customers.

Management of marketing campaigns, after sales calls, and customer satisfaction surveys.

Quickly identify trends in reported faults and escalate issues in a timely and constructive manner.

Demonstrate strong organizational and decision-making skills to Customer Care Centre.

Vodafone – Egypt

From August 1998 till June2006

Customer Operations Department (Launching Team)

Customer Service Senior Supervisor (Duty Manager)

From: February 2006 till June 2006

Scope & Responsibilities:

The supervision of team consists from 5 to 8 Supervisors; each supervisor team consists of 16 to 20 agents towards achieving highest quality & quantity performance through individual Work, and the whole team performance together.

Participate in Seibel Project which will boost agents’ quality &productivity.

Customers’ operations duty manager.

Mentor to newly hired supervisors.

Coaching,, motivates, and recognizes, team members for their contribution within the department to reach the highest performance level.

Create fair evaluation techniques with appropriate measures to ensure future development and continuous improvement.

Phone screening newly potential candidates for supervisor's positions.

Fraud & Corporate High Usage Senior Supervisor

From: January-2004 till February 2006

Scope & Responsibilities:

Manage the fraud team who is responsible to detect internal, and external fraud, Controlling the risk involved, consequently minimizing the company bad debt.

Reviewing all the processes, and procedures to take preventive measures and actions to fill any gaps.

Take the necessary measures to ensure that not only zero backlogs are achieved daily, but also zero mistakes.

Managing with all concerned parities any future promotions, services and products specifications, and terms to guarantee accurate monitoring, hence safeguard the company against any potential fraudsters.

Work on enhancing all business applications seeking for best utilization such as(Repeated offenders, FMS, High sage application)

Customers’ operations duty manager.

High Value Customers Care Supervisor

From: August-2002 till January-2004 (Launching Supervisor)

Scope & Responsibilities:

Supervision a team of 22 agents towards achieving elegant service quality for our High Value and VIP customers through individual Work, and whole team performance.

Customers’ operations duty manager.

Maintain and enhance a new level of higher standard Customer Service especially for High Value & VIP

customers by working throughout all areas of the Customer Operations, IT, Humans resources, business

development, marketing, and project management.

Facilitate and implement all the assigned projects of the department.

Contributing in agents interviewing and hiring process.

Evaluate individual performance according to the performance agreement in parallel with CSdepartment

performance to assure meeting the service level for every task accurately.

Corporate Call Center Supervisor

From: August-2001 till july-2002 (Launching Supervisor)

Scope & Responsibilities:

Supervising a team of 10 to15 agent towards achieving a high quality performance through individual Work, and whole team performance.

Maintain and enhancing a higher standards of Customer Service especially for Corporate segment by working throughout all the areas of the Customer Operations Department.

Enhance the implementation of the local procedures and working practices of the CCC

division& ensure their proper execution by each individual within the team.

Coach, monitor and provide feedback to team members on their daily tasks to ensure the effectiveness of their performance within the whole CCC Department.

Contributing in agents interviewing and hiring process.

Call Center Supervisor

From: Jan-2000 till July-2001

Scope & Responsibilities:

Contribute to maintaining Call Center's targeted quality of service level.

Lines manage a team of Customer Service Representatives and ensure their performance adherence to quality standards.

Monitor and evaluate Customer Service Representatives' performance through quantitative, and qualitativetechniques.

Produce, and submit periodic performance reports to Call Center management suggesting,areas Of development,and enhancement.

Conduct monthly sessions to ensure performance feedback delivery to Customer Service representatives.

Deliver solutions, support and guidance for Customer Service Representatives' inquiries.

Resource Management Specialist (Work Force)

From: Aug-1999 till Jan-2000 (Launching Team)

Scope & Responsibilities:

Responsible to manage COPS resources in order to achieve the desired service level within

Whole queues.

Analysis of the traffic patterns over the queues.

Maintain a high communication level between managers, supervisors and representatives Within the department in order to enhance teams performance and productivity.

Reporting queues statistics and agents performance to direct supervisor, monitor all agents'

Appropriate determination of the priorities and backlog of each area within the department.

Senior Customer Operations Representative (Activation Department)

From: Aug-1998 to Dec-1998 (Launching Team)

Scope & Responsibilities:

Manage the activation operations, ensuring documents of newly customers.

Advice management with trends of inaccurate& fraud from particular sales or dealers.

Implementing and maintaining ongoing service, work process, and related training for activation team to ensure only

complete, and accurate information is accepted, and for incomplete or inaccurate applications are returned to resource or rejected.

Screening potential new hires for activation representative position. Provide training to new agents to ensure awareness about the department goals, applications.

Develop daily staffing requirements for the activation group.

Hurgahda Marriott Beach& Resort

(Opening Team-member of the team who won best front office Award within Marriott hotels in Middle East).

Room clerk & Guest Relations (Employee of year 1996 award Winner)

From: 21-Jul-1995 till 15-Sep-1997

Scope & Responsibilities:

Managing guests check in and check out to ensure smooth arrival and departure.

Co-ordinate with travel agencies regarding guest's requests, needs, accommodation offers and room rate.

Prepare the daily night reports; daily revenue, and hotel occupancy then report them to hotel GM.

Ensure effective communication within hotel divisions before and during hotel events.

Escorting VIP guests from airport to the hotel.

Providing a high quality of hospitality to gain guests loyalty

Computer Skills

Microsoft office (WinWord, Excel, PowerPoint, Outlook)

CC Systems( Meridian, Avaya, AT&T, Ericsson, and Astra)

PMS, Fidelio,Amadus (Hotels Reservation and registration applications)

Call center customer interfaces (BSCS, Inview, Ppas, Meridian max, Contact Management, Fraud

Management system,(FMS), CC pulse, Call Flash. Brio System, Total View (IEX), VFE soft phone,

Repeated Offenders ( RO ),GIS.

Internet surfing.

CRM, ERP, CCPM. Mosaic, Sugar, firefly, CSPICO, Business Builder. Microsoft Dynamics.

Training Courses And Seminars:

Current study : Mini MBA ( Creative Business Assembly )

Service Excellence (Hurghada Marriott Beach & Resort)

Hospitality and Hotel Management (Hurghada Marriott Beach & Resort)

Revenue Management (Hurghada Marriott Beach & Resort)

Partners In Career Management (European Management Center)

The Seven Habits of Highly Effective People (European Management Center)

Customer Care Training program (Vodafone- Egypt)

Fundamental Management Training (Middle East institution)

Achieving Exceptional Customer Relations (Vodafone- Egypt)

Caring Responses & Creating Positive Outcome (Vodafone- Egypt)

Reducing Stress & Extra Ordinary Customer Relations (Vodafone- Egypt)

Interviewing Workshop (Vodafone- Egypt)

Foundation Of Customer Relation (Vodafone- Egypt)

Managing Your Call Center (Vodafone- Egypt)

Customer relationship management (IMI)

Effective meeting skills (AMA Group)

Crisis Management (Vodafone- Egypt)

Power Of influence (AMA Group)

Incoming Calls Management (ICMI institute)

Supervisory Excellence (Innovative Group)

7 Habits (Middle East institution)

6 Sigma ( Vodafone Academy )

Emotions intelligence (Innovative Group)

Employees Motivational Factors (Innovative Group)

Cultivate delegation skills (Middle East institution)

Art of Human Relations (Middle East institution))

Projects Managed:

Microsoft Dynamics CRM

Onecard CRM application, process, requirements.

Activation of Individual & Business Account Procedures.

Activation of Supplementary Service Procedures (Fax & Data & SMS & Barring).

Participated in two-user acceptance test for BSCS version.

Work Force Project.

Front Office contingency plan.

Roaming countries (Agreement & Prices)

Handsets trouble Shooting.

Click Compact.

Nokia Shortcuts Manual Guide with both (Arabic& English) languages

Renewal of Customers operations activity codes.

High Value Customers Calls Scenarios.

Contact Management Tree Navigation.

High Value Customers IVR.

Corporate Reselling Campaign (Checking all the corporate customers base)

Upgrading the Fraud Management application (FMS), and Repeated Offenders high

usage application(RO) .

CC pulse, Contact management, and VFE Soft phone linkage.

CRM, ERP, CCPM, Mosaic, Sugar, firefly, CSPICO, Business Builder…

Achievements & Responsibilities

Blackberry launching team.

GIS reviewing team.

Career Path team for CS department.

CRM Strategies for Premium Customers.

SPOC on behalf of COPS in Roaming Committee for 3 years.

Owner of quality enhancement process, preparing documents and conducting presentations for Call center

managers, supervisors, and agents.

Top 10 inbound calls and proposed solutions to minimize calls volume.

Owner of creating manual handsets trouble shooting project.

Creating employees’ performance agreement measurements.

New Pre-paid promotions testing & implementation team (Bravo &TernTern&Super Click).

Data mining committee.

Pointing and Categorization process for Vodafone customers.

Enhancing the Fraud Team roll, activities and tasks (Adding new responsibilities such as conducting

physical check to companies, checking documents for newly activated companies, Investigated the re-

returned bills, Edit the accounts angles tasks and reviewing all debits adjustments.

Owner of fraud investigation detailed report creation. (This delivered to VF headquarter).

Fraud and corporate high usage assessment center preparations.

High Value assessment center preparations


Suez Canal University:

Bachelor of commerce – Major: (Accounting & Auditing),Year of graduation: 1992

Saint Vincent De Paul:

High school or equivalent, From Kinder Garden till Thanawya 3Amma


Arabic: (fluent spoken and written as a mother tongue)

English: (very good spoken and written)

French: (good spoken and written)

Personal Information:

Nationality: Egyptian.

Marital Status: Single.

Military Status: Finished.

Birth Date: 1-1-1971

Address:6 October -Giza- Egypt

Contact this candidate