Manager Service

Walid A Hekal

**** **** *** **., ********, NY ***23

516-***-**** adj6br@r.postjobfree.com

SUMMARY STATEMENT

Bilingual (Arabic & English) University graduate, with total experience 14 years (including nine years in managerial positions) working in Customer Service, Call Center, Client Relationship Management and Project Management.

Strives to exceed professional and personal goals—exceptional written and verbal communication skills.

I have outstanding international experience working in Egypt, India, Philippines, Kuwait, and The USA for multinational companies dealing with customers and clients from the USA, Canada, UK, Australia, and the Middle East.

PROFESSIONAL SKILLS

Education

Hold a Bachelor's degree in Business Administration and Economics from Ain Shams University, Oct 2005.

Training

Project Management Diploma (108 hours), in Regional IT Institute (RITI), Egypt - certified center for The Project Management Institute PMI, USA, 2010. (108 hours).

I have attended the Project Management Exam Preparation course, RITI – 2015 PMBOK 5 (36 hours).

Employment

Self-motivated, multi-tasking, and dedicated to contributing to the success of my employer.

Leadership skills and good charisma allows me to work and communicate with all levels in an organization in the right way.

Work independently and in a team with the highest efficiency, getting the job done most shortly and easily.

Successfully and remotely managed a multi-cultural team located in 7 different countries.

Personal

Able to create a great work environment, turning individuals into Team, and Teams into Family.

I have established a strong/professional relationship with Clients, Vendors, and team members.

I'm a trusted mentor and advisor to both staff members and peers.

Problem Solver with great attention to details.

Handled most complex situations in a very efficient and professional manner.

Team player, leading by example and source of inspiration for my team.

International experience with a great understanding of people's diversity and appreciation of differences in Race, Religion, and Genders.

Exceptional skills in Google docs and MS Office suite (Excel, Word, PowerPoint ...etc.).

PROFESSIONAL WORK EXPERIENCE

Customer Service Manager, Tower Auto Mall, July 2020 – Present.

Established the new customer service department. (Hiring, Training, Creating, and implementation process).

Strategically planning and setting department KPI's and incentive plans, to enhance performance by setting clear, accountable performance measures.

Created communication processes and channels between the company's different departments.

Ensure each employee has a clear understanding of his role and scope of work.

Managed day to day operation and ensure the department aligns with the company's strategy.

Empower and engage the customer service team, enhancing FCR, NPS, and other quality metrics.

Work effectively with all peers and the board/stakeholders Marketing and Operations to negotiate and influence customer experience and ensure customer loyalty.

Individual improvement for the customer service team, coaching, developing, and mentoring team members.

OTHER WORK EXPERIENCE

Program Manager "Census Project 2020", Feb 2020 – June 2020, Woodside On the Move, NY, USA.

Collaborated with NYC census deputy director, Oversee Project planning, and direction to ensure the campaign is hitting the goal of narrowing the gap in self-response between NYC and national average.

Develop Project goals and targets for the Get Out OF The Count campaign.

Provide senior leadership for the Field, Grants, Data, and External Affairs teams to effectively achieve NYC Census 2020's mission.

Due to the COVID-19 challenge, switched to mass texting and messaging tools to maximize reachability.

Strong digital communication skills, managing the team remotely yet efficiently to achieve our goals.

In collaboration with the NYC Census Deputy Director, manage workflow among teams and with Inter-Agency, Communications, and Operations teams to ensure seamless cross-team collaboration.

Analyze performance and progress towards goals among all teams to ensure goals are being met and adjust specific strategies and tactics as needed.

Coordinate directly with key strategic partners, elected officials, Census 2020 Citywide Partners, unions, and other stakeholders on matters relevant to the census portfolio.

Customer Service Supervisor, August 2018 – Feb 2020, Delivery.com, NY, USA.

Assist in the formulation of targets for individuals and teams (Phone, Chat, and Email support).

Hire and onboard new employees.

Provide guidance and feedback, conducting coaching sessions.

Devise ways to optimize procedures and keep staff motivated.

Measure performance against KPI's such as call abandonment, calls waiting and Chat support, etc.

Ensure adherence to policies for attendance, established procedures, etc.

Enhanced overall team performance, maximizing team productivity.

Prepare monthly/annual results and performance reports.

Customer Service and Client Relationship Manager, February 2017 – June 2018, Universal Payment Services, Kuwait

Duties & Achievements:

Effectively managed all call center functions, manage on-time performance and driver availability and performance.

Worked closely with business partners to ensure they are well-trained to use our platform and tools effectively.

Planned business process management for the assigned entity, deployed a comprehensive process improvement framework with Organizational Excellence (OE) team to achieve greater internal efficiency and customer satisfaction, client Services, and Customer Relationship Management.

Client's first point of contact with the internal resources, presenting and discussing performance plans with the client's daily meetings.

Developed objectives for the call center and back office's day-to-day operation.

Conducted practical resource planning to maximize the productivity of resources (people, technology, etc.).

Collected and analyzed call-center statistics (salesforce team, costs, customer service metrics, etc.).

Hired, coached, and provided training to personnel to maintain high customer service standards.

Monitored and improved ordering, telephone handling, and other procedures.

Workforce and Reporting Manager, Dec 2014 – January 2017, Sutherland Global Services, Rochester, NY (Team of 20 members)

Duties & Achievements:

Successfully launched four new sites in the Philippines and India for Sutherland Global Services (Carmona, Davao, Camsur, and Chennai)

Validated, executed, and evaluated headcount ramp-up plans along with business expansion plans.

Rewarded Certificate of excellence from Sutherland Global VP for overall achievements.

Sutherland became the No.1 vendor globally among other 56 vendors (Onshore and Offshore).

Planned business process management for the assigned entity, deployed a comprehensive process improvement framework with Organizational Excellence (OE) team to achieve greater internal efficiency and customer satisfaction, client Services, and Customer Relationship Management.

Supervised overall project performance, i.e., KPIs, Sales, Quality, Revenue analysis, and achievements, and Customer relationship and risk management.

Partner with various business units, QA, and training to schedule the necessary training and associate coaching to ensure its commitment to quality.

Reviewed the current scheduling and staffing processes on PeopleSoft and uncovered the potential opportunities for improved efficiency that includes schedule rotation, operation hours, and staffing of agents for each facility.

Call Center Manager, Jan 2014– Nov 2014, Tabibi 24/7 (Pediatric service), Cairo, Egypt

Managed the daily operations of the call center, including sourcing equipment, proper resource planning, and implementing call center strategies and processes.

Manage team building, monitoring employee's performance against KPIs, coaching, and mentoring to develop employee's overall performance and quality.

Arranged home visits for pediatricians and family physicians, also aligning with hospitals, insurance companies, and other concerned 3rd parties.

Responsible for all aspects of patient registration, processing of insurance claims, registration, and timely submission of documents and service reports.

Set performance targets for speed, efficiency, sales, and quality.

Built and maintained strong, long-lasting customer relationships.

Call Center Account Manager, Jan 2011 – Dec 2013, Sutherland Global Services, Rochester, NY

*Joined as Team Manager for nine months, then Sr. Team Manager for eight months.

Medical Billing Account Manager, Nov 2008 – Nov 2010, New England Wellness & Pain Management, Boston, MA

*Joined as Account receivable for 12 months.

Duties & Achievements:

Maximized Cash flow up to $5 million/year.

Monitored customers' account balance to ensure and avoid customers being overdue.

Set payment plans for customers who are having financial difficulties.

Working closely with customers and follow up on the payment to ensure the maximum amount of money is collected.

Ensured customer satisfaction by working as a financial advisor for them, not just a collector.

Corporate Sales Manager [Jan 2006 – Oct 2008], Alpha Desktop Publishing (ADTP), Cairo, Egypt.

*Joined as Corporate sales associate for nine months

VOLUNTEER EXPERIENCE / COMMUNITY SERVICE

Volunteers for Cooperation and Exchange Network (VCE), July 2008

Cairo, Egypt

Running charity projects and fundraising for impoverished villages in Egypt, we were able to help 27+ towns across Egypt.

- Collecting donations.

- Doing researches on the neediest villages in Egypt, the most remote and the most impoverished villages.

- Providing Food, Medications, and Clothes.

- Making necessary investigations to identify the neediest individuals or families.

- Setting priorities according to the available funds and materials.

Contact this candidate