Communication Manager

Ahmed Salama Mohamed Salama

* ***** ***** ******* **, El Motamayz District, 6 of October City, Giza.

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

Mobile #: +20-127*-***-***

Profile Overview:

Operations Manager with experience in Training, Quality and Recruitment departments, seeks a similar role to produce immediate growth contribution.

Professional Experience:

Project manager at BDO Esnad (June 2015 to March 2016):

Manages all the Departments for the Project as Hiring, Training, Quality Processes along with Operations Management.

Responsible for obtaining profitable results through the sales team by developing the team through motivation, counselling, skills development and product knowledge development.

Daily Direct communication with the Client for business development and Revenue improvement.

Arranges the weekly Meetings and Calibrations with all the departments for empowering Operations Results.

Organizing Hiring Plan for Haielo Egypt (The Project Name) Expansion.

Developing Soft Skills and Product Training Material.

Stream Global Services (2009 to 2015)

Operations Team Manager (July 2011 to March 2015)

Ensure agreed customer service standards are consistently met.

Supervise the day-to-day operation of the CC betting business.

Consistently monitor staff levels and liaise with management regarding any adjustments required.

Liaise with other Team Leaders to ensure a consistent approach to management of CC Customer Services Representatives and CC procedures.

Trainer and Quality Coach (September 2009 to July 2011)

Conduct and periodically review contents of the initial training for all Benefits Operations Client Team employees.

Conduct and periodically review contents of the initial training of new Employee Advocates (EAs), including good phone practices, general customer service.

Facilitate EA role-playing, test, certification, and remediation.

Customer Service Agent (May 2009 to September 2009)

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Forte Contact Center (2006 to 2009)

Sales Manager (April 2008 to May 2009)

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Trainer (May 2007 to April 2008)

Conduct and periodically review contents of the initial training for all Benefits Operations Client Team employees.

Telesales Agent (November 2006 to May 2007)

Using scripts, product knowledge, and communications skills to generate sales and interest.

Education:

Faculty of Commerce, Cairo University.

Courses:

6 Sigma Yellow Belt

Online Stream University PMP Courses.

Online Stream University Coaching Courses.

Train the Trainer Course Provided by Stream University.

Microsoft Excel Advanced Training.

Skills:

Microsoft Windows (8.1 – 8 – 7 – XP).

Microsoft Office (Word – Excel – PowerPoint – Outlook).

Linux Ubuntu.

Fast touch typing 40+ words per minute.

Internet work and research.

Languages:

Arabic (Mother Tongue).

English (Fluent English with a Native accent).

Personal Information:

Date of Birth: October the 3rd 1985.

Military Status: Exempted.

Marital Status: Married.

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