Manager Back Office

Ahmed Sherif Hussein Khalil

Address: ** ****** *** ** ******* Street, 7th District, Nasr City - Cairo Phone: +2-611******** +2-616********

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

OBJECTIVE Leading & Managing Team Of Team Supervisors (Who Are Managing Team Leaders) Toward Achieving Quality & Operation Target.

WORK

EXPERIENCE

Operational Senior account manager for Offshore client for Technical support . Managing Account of 061 Agents of 01 Team leaders and 2 Supervisors .Responsible on Setting action plans for any failed metrics to be achieved, and to make sure that all account members are following call center standards, And achieving their KPIs . Managing Client requests and changes with flexibility, Accuracy and On time to ensure client and End user satisfaction .

Operation Manager (Senior Account Manager), Hosting Clients Responsibilities:

Managing Client Requests/Relationship/Client Satisfaction

Increasing Projects GP%

Maintaining Profit

Achieving EBTIDA

Managing Building Facilities Team

Managing Project Management Team

Working Hand In Hand With Procurement Team To Fulfill Client Requirement

Meeting Landlord Monthly To Sort Out Issues Faced By Client

Designing Annual Business Plan

Improving Contribution Margin

Increasing Monthly Project Profit

Reducing Monthly Project Cost

Designing Data Base To Collect Client Requests & Request Status

Attending BOD Meetings

Operation Senior Account Manager

Responsibilities:

Managing account of 061 agents, 2 Accounts Managers & 01 team Leaders.

Ensures that corrective action is taken by Accounts Managers in the process of monitoring and coaching Advisors.

Conducts regular meetings with client to present and review business results.

Applies operational, qualitative and business analysis of project operational processes

Updates constantly service manual for assigned project and presents this to the client for approval .

Conducts process improvement opportunity analysis on all assigned projects in order to maximize RCC efficiencies in service delivery and provide value added to clients.

Conduct a quarter QBR with the client inviting the top managers from both sides to align the strategy of the client .

Translates the yearly client feedback to action aiming at improving the level of satisfaction of the client and meeting the set CSS bench mark

Arranges for hiring calibration between the client and RCC HR then to ensure the profile agreed is maintained

Maintains table “F” of the project, ensures that the set targets are met and performs the CUIKA exercise

Analyses monthly the project’s cost/call and the rev/call to ensure GP % are met.

Acts as focal point with the supporting functions for project/Advisor related issues

(including verification of monthly invoice)

Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month

Holds weekly meetings with Accounts Managers to review operational results and to discuss improvement steps

Ensures that all team members adhere to RCC code of conduct and takes disciplinary action where necessary

Performs weekly floor audits to ensure consistency in delivering the service to the end user across all Advisors of the project

Follows the implementation approach for any new scope or change of scope required by the client by filling out the process change request form and following the rest of the approach

Raya Top Quality achiever certificate for 2102 as a Senior Account Manager. Operation Account Manager

Responsibilities:

Managing daily/Weekly/Monthly performance of 6 Team leaders and 08 technical support agents

Holds one to one /Group meetings with TLs to communicate feedback on monthly performance, Define Gaps and set action plans for outliers.

Coordinates, as needed with all supporting function to eliminate any problems affecting the operations

Asses the Advisors and TLs performance on monthly basis and calculates variations on set standards using Six sigma Tools.

Ensures that account members adhere to RCC and COPC policies

Managing Clients relationships and ensuring their Clients’ Satisfaction through

Ensures that corrective actions are taken by Team Leaders in the process of monitoring and coaching Advisors

Conducting Skip level meetings with Advisors to measure their satisfaction with current team leader or the whole project.

Sending weekly business review for updating the client with the project achievements and actions.

Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the set CSS bench mark

Involved in hiring process through conducting second interviews for new candidates before joining Floor.

Quality and Customer effort file owner, Carries the responsibility of achieving targets communicated by the Operations manager.

Ensures that the K base of the projects is up-to- date

Acts as focal point with the supporting functions for project/Advisor related.

Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month

Perform weekly on floor audits to ensure consistency in delivering the service in efficient way, leader and agent levels.

Managing project attrition to maintain the target

Raya Top Quality achiever certificate for 2100 as an account manager. Team Leader

Responsibilities:

Launched & Led The Team With Green Dashboard For 2 Years

Launching The Project Of Billing & Technical Back Office In Etisalat UAE Here In Cairo

Managing daily/Weekly/Monthly performance of 20 technical support agents

Monitors transactions to ensure that QA standards are met and deliver the proper coaching.

Holds one to one /Group meetings with Advisors to communicate feedback on monthly performance, Define Gaps and set action plans for outliers.

Coordinates, as needed with all supporting function to eliminate any problems affecting the operations

Asses the Advisors performance on monthly basis and calculates variations on set standards using Six sigma Tools.

Monitors incoming calls queue (Real Time Display) and performance metrics to optimize efficiency of agents with required SLA's and occupancy targets.

Ensures that Team members adhere to RCC and COPC policies

Ensures that all data on project’s K-base remains updated.

Conducting Team building activities and motivational plans.

Raya Achievers Club 2106.

Team Leader

Responsibilities:

Launched & Led The Team With Green Dashboard For Almost 2 Years

Launching The Project Of Billing Back Office In Etisalat UAE Here In Cairo

Preparing The Data Base For Knowledge Information (SOP)

Designing Quality Score Sheet With Quality Team

Arranging With Planning Team To Design Schedule Pattern

Coaching & Monitoring Team Of 21 Advisors

1802101 – 0002101

Consumer Back Office Technical Agent, Etisalat UAE Responsibilities:

Working Mainly To Solve Customer Complaints

Using Knowledge Base To Identify the Valid & Invalid Complaints 1102100 - 1802101

• Mobile Services English Account advisor, Etisalat UAE Responsibilities:

Answering English Inquiries For Consumer Customers

Supporting Customers Technically with proper trouble shooting steps 2102 - 2100

• Medical Analysis Field, Various Laboratories

Responsibilities:

Responsible For Analyzing Samples

EDUCATION

2665 - 2612

Bachelor Degree of Science – Chemistry, Ain Shams University 2614 - 2610

Chemical Analysis Diploma, Ain Shams University

2617 - Still

Master Studies In Chemistry, Ain Shams University

ADDITIONAL

SKILLS

Excellent Skills Microsoft Office package: Microsoft Word, Excel, Access & PowerPoint

Database operation: Microsoft Office Access

Training Manager : Coaching & KPI Setting

Training Manager: Presentation Skill

Training Manager: How To Master Excel

Training Manager: Communication Skills

Training Manager: Leadership Skills

Training Manager: Time Management Courses

Training Manager: How To Be Effective Coach

Financial for non-financial managers - In-house training at Raya contact center

High Impact Presentation Training –Dale Carnegie Institute.

How To Coach Your Employees To Peak Performance - Dale Carnegie Institute

Supervisory Development Program from Dale Carnegie Center

TL Development training – In-house training at Raya contact center Projects

Had Ownership Of Repeat & FCR Project (First Call Resolution) with Proven Success

Had Ownership Of Organization Coaching Skills Program

Had Ownership Of Organization Leadership Skills Program

Had Ownership Of Organization KPI Design

Had Ownership Of Organization Variation Management Training Accomplishments

Client Satisfaction Star Certificates

o 4 Positive Feedbacks Received From Client for the Green Dashboard during the year directed to Me Through CEM Team

Raya Top Achiever Club

o 2106: Yearly recognition for all top achievers across sites and departments from RCC, Were achievers win a trip outside the country.

o 2100: Yearly recognition for all top achievers across sites and departments from RCC, Were achievers win a trip outside the country.

o 2102: Yearly recognition for all top achievers across sites and departments from RCC, Were achievers win a trip outside the country.

Raya Top Quality Team Leader

Extra-Curricular

Activity

Traveled To Germany

Traveled To Austria

Traveled To Switzerland

Traveled To Georgia

Traveled To UAE

Group Leader at RESALAH Charity Organization

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