Operations Manager

Ziad Muhammad Abdel Azim

Personal Information

** ****** ** ****** **., Ain shams

Cairo, Egypt

Telephone: (02) 24958400

Mobile: +2-010********

E-mail: *****************@*****.***

Date of Birth: 19-7-1984

Nationality: Egyptian

Summary

I'm able to work and contribute positively to any organization and that relying on my academic knowledge along with the experience and professional flexibility that I have gained from different industries and enterprises I worked in with over nine years of experience in operations, customer care and services management. Education & Training

Business School/English Section (Cairo University) MBA, Master of Business Administration, 2013-2015 New Horizon Training Center

Project Management Professional. (PMP), Jan 2012

Faculty of Commerce & Business Admin. (Helwan University). Bachelor of Commerce, Accounting, 2001 – 2005

Skills & Expertise

Customer Service & Call Center Management

Operations Management

Training and Coaching

Service Delivery Management

Cross-functional Team Management

Strategic Planning

Project Management

Quality Control

Languages

- Native language Arabic

- Excellent command of both written and spoken English.

- Good Command of both written and spoken French.

Experience

Contact Center Manager at OSN (Orbit Showtime Network) Aug 2015 – Jan 2016

- Evaluate and manage teams' development and improvements and that according to the stand of the teams to KPIs.

- Ensure commitment to FCR for all customer facing personnel by developing consistent feedback and follow up procedures.

- Lead Team Managers, foster their professional development and growth, and promote teamwork and cooperation

- Ensure all personnel are assessed on a quarterly basis along with the annual appraisal.

- Ensure all personnel are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.

- Manage with Hr. department any ramping up campaigns to manage properly the agreed head count.

- Manage cross functional decisions to maintain and develop the required support required from other departments like IT, Hr, Facilities, Training and development Team. Key achievements

- I planned and executed a project to start up a new line of business and that has been achieved in less than a month passing by hiring and training above 45 agents in less than a month and those achieved high performance since the first week in service.

- Managed with operations Team managers the utilization levels to have them consistently at 85% and that was instead of 78% in two weeks.

- Participated vitally in improving Quality attributes with Quality director by which the overall contact center FCR rate has developed to be at 88% and quality rates at 93% consistently.

Sr. Business development executive at Chamber of

Information Technology (Six Months Project)

Jan 2015-June 2015

- Compile relevant data for technology market and customer analysis.

- Role player in formulating business policies, directions and market positioning.

- Build and maintain strategic relationship with potential and existing business partners to facilitate business growth.

- Play a vital role in building the marketing tactics and strategies for different projects.

- Manage Development projects those directed to improve IT sector.

- Conduct Researches on the companies of the sector to generate clear understanding of development needs.

Key achievements

- I managed the implementation of "Sales Academy" training Project since the tendering till execution and closing of the first phase, that phase has achieved above 88% satisfaction of the trainees.

- I owned all the VOC Projects conducted by CIT and that had a strong print on the effectiveness of programs and projects offered to members due to continues improvement offered relying on analysis results.

Customer Service Manager at ALYAUM

Sep 2012 – Oct 2014

- Improving & maintaining the process of managing the operations of the call center.

- Maintaining a high degree of Service level by supporting the schedule planning team with the forecasts to apply better utilization of staffing.

- Manage the workflows those are designed to be applied on CRM tool with CRM team.

- Discussing & approve the coaching process & review the progress of their effectiveness with Call center supervisors.

- Building Root cause analysis to the repetitive customers’ complaints to improve the customers’ satisfaction with finding better alternatives to control the complaints to minimum.

- Creating cost benefit analysis to the call center activities as a way to develop the marginal return of any added project to the call center.

- Planning for new candidates’ interviews with HR Dep., after providing with the Requirements.

- Reviewing the weekly & the monthly performance reports with discussing the expectations & the suggested corrective actions.

Key achievements

- I was a key player in planning, designing the required work flows and applying the CRM dynamic tool instead of the Oracle CRM tool and that was in order to maintain better customer relationship management with a higher potential of sales.

- I had reviewed the status that the call center was in and that was in terms of work flaws, process, procedures and KPIs in order to have them improved with taking into the considerations developing the staff skills to match with the improved KPIs requirements and that also had an effect on the specifications required in new hires, So the outcome was noticed according to the positive shifts to customer satisfaction, quality scores, close rates and productivity levels.

As an example the quality average score had been at 70% and after the improvement it reached a consistent average of 91% along with utilization rate of 80% instead of 60%.

-planned and managed the implementations of call center expansions to cover the entire group (4 companies) by which contact center moved to be a shared service and Revenue generation center.

Operations –Contact Center Team Manager at Stream Global Services Mar 2010 - Aug 2012

- Managing a team of average of 25 juniors and 2 seniors.

- Working with cross-functional departments to ensure the effectiveness of Cost/revenue planning.

- Working head to head with the Training & Quality Dept. to ensure the agents development - whether it’s an improvement plan for an experienced agent, or for new training/expansions plans.

- Conducting day-to-day meetings with team members, discussing performance and its trends.

- Attending internal and/or conference calls to discuss performance with upper management/client.

- A SME (Subject Matter Expert) in certain areas of knowledge, thus delivering trainings and refreshment sessions as needed.

Key achievements

- I was a subject matter expert in new comers' line of business (streamline) since I Achieved with new comers' teams "The team of the month" several times.

- I Planned and implemented a successful plan for customers' compensations, this plan had decreased the compensations by 20% in entire site and that achieved in two weeks.

- I was one of the key players in gaining and launching a new line of business opened in Egypt's site (collection line of business) and that increased the total head count by 75 seats.

Operations – Contact Center Senior Support Professional at Stream Global Services

May 2009 - Mar 2010

- Ensures delivery of excellent customer service.

- Coordinating with other departments to resolve inquires.

- Service so as to promote customer loyalty.

Key achievements

- I Achieved Top senior support professional in Egypt's site for 5 Months consecutively.

- I contributed in the knowledge provided to new comers and that had a significant impact on increasing Quality and Customer Satisfaction rates Customer Service Representative at CNE Cable Network Egypt Nov 2006 - May 2009

- Receiving inbound calls in ART and JSC Sports Call Center.

- Aware of all issues of the subscriptions.

- Aware of all financial transactions.

- Aware of history & customer contact.

- Handling all problems which face the customer

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