Customer Service Manager

Name: Aya Gaber Hassan Abdel Aziz Hassan

Address: Mehatet EL Raml, Alexandria, Egypt.

Business Line:+201*********

Email ids: add5mu@r.postjobfree.com

Personal Information:

Date of birth: 12/11/1987

Place of Birth: Alexandria – Egypt

Marital Status: Single

Current Position: Manager- Global Business Controller Analyst

Manager Global Business Controller

Company: Sutherland Global Services

Dates Employed Nov 2011 – Present

Employment Duration 10 yrs

• Overseeing revenue projections submitted by regional BCs, insuring regional balance and profitability while meeting the overall accounts budget goals and metrics

• Overseeing and approving new accounts and renewals financial proposals, Assuring proposals meet contractual requirements while maintaining high profit margin

• Reviewing and approving financial sections of contract proposals maintaining overall financial requirements and obligations.

• Responsible for overall gap analysis for ATT Global account via reports provided by regional BCs.

• Attending daily /weekly / monthly meetings with regional BCs and senior managements presenting global account financial reviews

• Responsible for providing support and coaching for regional BCs insuring using company best practices with focus on one on one sessions and team exercises

• Responsible for proposals for Revenue growth and increase of profitability AT&T Global Uverse, EG & Mobility account (APAC / EMEA / AMER )

• Attending weekly meetings with WFM reviewing the performance and future goals of individual accounts to ensure meeting forecasted budget.

• Attending daily senior management summit discussing daily challenges and proposals ensuring overall company profitability and service delivery.

• Attending weekly VP summit presenting overall account financial status, regional risk plans, Regional and global business opportunities.

• Maintaining an outstanding with ATT global team by attending Biweekly call discussing challenges and efficiencies proposals

1. Maintain a documented system of accounting policies and procedures

2. Oversee the operations of the accounting department, including the design of an organizational structure adequate for achieving the department's goals and objectives

3. Oversee the accounting operations of subsidiary corporations, especially their control systems, transaction-processing operations, and policies and procedures

4. Forecast Accuracy in past 7 years average from 95% to 100% YTD

a)Best practice to hit the target margins for the GEO and the budget by moving excess capacity on timely manners between JCs or by internal movement between different LOBs.

b)Ramp-down plan planned strategically by moving resources to different LOBs to minimize the impact of severance.

c) Bi-weekly meetings held with GEO BCs to sustain the visibility between GEO and vertical

Account Support: Take ownership of and execute on personal career development in order to understand and prepare for next career step at Sutherland.

People

-Developed strong professional relationships with key stakeholders within the business

-Weekly cadence with those leaders (1X1) to ensure synergy in execution and accuracy

-Continuous feedback process to help SD navigate effectively

Process Improvement:

-Developed strong month end close process to drive accuracy

-Established vertical/GEO LE cycle alignment process

-Upskilled all TMs on Labor to revenue and productivity metrics in FY19 (Canada trip)

-Quarterly optimization exercise with SD

-Demonstrated honesty as a top priority in dealings with fellow employees and was above-board, straightforward and candid when providing answers and opinions

-Used accurate facts, figures, and data to support conclusions and is regarded as 100% credible by all they work with

-Demonstrated proactive ownership for career with continuous updating of personal Talent Profile, preparing for annual Career Conversation with manager, and setting and completing annual IDP that addressed identified development opportunities.

Educational Qualifications:

Bachelor’s Degree in Commerce with Specialization in Accounting Alexandria University Egypt,2006 till 2010, Graduated with Grade 70.28%

El Nasr Girls College, 1993 till 2006.(English school).

Responsibilities as a Reporting Specialist (Historical Position):-

Perform analysis of data and draw accurate inferences, in accordance with the objectives of the analysis

Evaluate the problem, situation and crisis; investigate for solutions using data analysis practices and prepare analysis reports

Determine the methodologies and procedures for carrying out effective data analysis. Provide training to the staff members on the new systems implemented

Gather data required to conduct analysis from several sources, compile it together in prescribed format and enter the data in several data analysis Client Portal

Working on the incentive files of the KPIs of the employees’ salaries and adding the parameters on the KPIs

Cascading the company policy changes to the employees to work in transparent work environment and train them on any updates as well.

Helping with party plans for the company outings and all internal actives.

Handling the people soft changes

Reporting Specialist (Sutherland Global Services, Egypt.) Since Nov 2010 till February 2012

Creating reports which helps the company to trend there achievement on daily and weekly and monthly basis, in addition to annual and quarter basis as well

Working on KPIs criteria for the employees’ salaries

Updating the Head count of the company and the turn over trends

Responsible for the budget and expenses for the company outings and Bones and gifts given to the employees regarding to the achievements.

Training the employees on any updates happening regarding to improving their sales skills and improvement.

2007 Working at (Arab Bank) in the Customer service department as part time.

Responsible for the customer level of satisfaction.

Getting what is the need for the customer from the first time and resolving his issue.

Selling the customer the best services that will be helping for his need.

2008 working at (Barclays Bank) in the Customer service Department as part time.

Responsible for customers satisfaction

Responsible for handling the customers complains and finding solutions and offering the customers services that will solve his issue.

2009 working at (CIB Bank) in the customer service Department as part time.

Maintaining and developing relationships with existing customers

Negotiating the terms of an agreement and closing sales

Researching the market and related Services

Presenting the product or service in a structured professional way face to face.

Checking to customer requirements and presenting appropriately to make a sale.

Maintaining and developing relationships with existing customers in person and telephone calls.

Languages:

Arabic :Mother Tongue

English : Excellent

Objectives:

Competitive and challenging career to attain a position in a well-established and growing organization, which provides mutual growth for myself as well as organization where I would have the opportunity to apply these skills I acquired and broaden my exposure with the industry and be a part of an organized professional team.

Looking forward to be an asset to the company and adding more values to it.

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