Amir Dabbour

Villa *- fifth district – first settlement

adodgo@r.postjobfree.com

+201**-***-****

Nationality: Egyptian

Date of birth: 24/09/1981

RELEVANT WORK EXPERIENCE

Sykes Nov.2020 – till now

Operation Supervisor (French)

Manage the performance of the team, develop and coach team members when they are carrying out their normal duties

Recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience

Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary

Conduct regular 1:1 daily checkpoints and weekly PEPs

Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans

Manage the workloads of the team, motivate them to ensure that all KPIs are met

Communicate effectively with the team ensuring that all messages and information are being communicated consistently

Ensure a high standard of code and leadership by being a role model and setting an example for others to follow

Manage client relationships where applicable

Manage the day to day activities in the call center with your peers and OMD team

Ensure that agreed service levels for the support are consistently delivered across all lines of business

Communicate with Remote sites and Client - on a weekly basis

Monitor and give feedback on all transactions (calls; emails, faxes, data entry, case logs) as applicable to current and future business

Provide individual coaching & training to team members when needed

Reach targets in respect of quality

Foster a culture of continuous improvement in the account and overall operations

Glovo Oct.2019 – July.2020

Operation control center Supervisor (Ivory coast)

Being fully responsible on 3 cities from the operation side

Develop objectives for the operations control center day-to-day activities.

Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).

Understand the regulatory and compliance environment in which they are operating, particularly in relation to the relationship with glovers and agency staff.

Be responsible for implementing processes and optimizing strategies involving the real-time fleet capacity

Have a data-sensitive approach to decision making

Give a structured and actionable feedback to the GM

Analyze daily and weekly operations metrics with a macro view of the long-term success of the country

Collect and analyze call-center statistics (costs, service level, customer and courier service metrics, team happiness etc.)

Hire, coach and provide training to personnel to maintain high customer service standards

Monitor and improve email management, telephone handling and other procedures

Evaluate performance with key metrics (accuracy, call-waiting time etc.)

Getex April.2017 – Sep.2019

Owner

Being Responsible for the follow up on the daily work of distribution with the distribution Manager

Exporting from the system daily report regarding the shipments status

Verifying that all the shipments are updated with the right status

Handling any issue that need my intervention

Managing Finance and Customer service and sales department by walking around

Directing the Head of departments regarding any gap

Conducting a monthly meeting with each department to listen to their issues and trying to solve it

Monthly one on one with the head of departments to discuss their performance

Sendex April.2016 – March 2017

Partner

Being Responsible for the follow up on the daily work of distribution with the distribution Manager

Exporting from the system daily report regarding the shipments status

Verifying that all the shipments are updated with the right status

Handling any issue that need my intervention

Conducting a monthly meeting with each department to listen to their issues and trying to solve it

Monthly one on one with the head of departments to discuss their performance

Move Me Nov.2015– Feb 2016

Area Sales Manager

Handling the recruitment process of my team from posting the announcement till finalizing the recruitment process

Recapping after the training to make sure that all information were delivered clearly

Directing and helping team members to achieve their monthly target

Close monitor on the daily activity for the team members

Weekly meeting to review the results with all the team

Supporting the team member with customer data to be able to make phone calls to set appointment

Weekly coaching for the team as one on one

ACE life Insurance September.2015 – Nov.2015

Sales Manager

Handling the recruitment process of my team from posting the announcement till finalizing the recruitment process

Recapping after the training to make sure that all information were delivered clearly

Directing and helping team members to achieve their monthly target

Close monitor on the daily activity for the team members

Weekly meeting to review the results with all the team

Supporting the team member with customer data to be able to make phone calls to set appointment

Weekly coaching for the team as one on one

Vodafone Egypt August.2007 – August.2015

SENIOR REPRESENTATIVE ACCOUNT ANGEL

Implement high quality standards of Customer Service for the corporate segments in order to exceed their expectations and to assure their satisfaction.

Provide Vodafone Egypt Authorized with all required information related to the company products and services.

Follow up all customers’ related issues and provide timely feedback to Vodafone Egypt Authorized.

Support Accounts Management queues in calls and transactions during peak times, promos launch.

Up selling Vodafone Product either new or existing to the auth by flairs or send via mail or fax by coordinates with sales team.

Follow up with the company’s authorized person for their Monthly payment for the due bills and all the collection issues.

Applying all professional ways and providing different alternatives to satisfy customer, and own the fix in case of cross functional issues.

Be a role model in demonstrating an excellent team spirit.

Attend and participate effectively in all the team meetings and outings.

Support team members in their tasks and provide them with valid ideas.

Cover my team members during planned and unplanned leaves.

Play a significant role in reducing the front line handling time hence our costs

Vodafone Egypt

August.2006– August.2007

SENIOR REPRESENTATIVE Night Shift

Vodafone Egypt

May.2005- August.2006

Customer service representative

Hermes Travel

Tour leader

October 2004-Febraury 2005

EDUCATION

Arab academy for science and technology

Aug.2010-Sep.2012

Masters in Marketing

University Ein Shams

1998-2003

Degree in accounting

Lycee la liberte

1991-1998

High school

VOLUNTARY WORK

Member of Leka

Helped organize and participated in education and charity events.

RELEVANT SKILLS

High Proficiency in MS Office

Familiar with Windows platform

Extroverted and energetic personality

High interpersonal and communication skills

Believe in collaboration and working as a team to achieve predetermined goals

High level of organization and effective working habits

Quick to learn, eager to take on responsibilities and feel accountable to deliver against them.

Dynamic and responsive to change

Appreciative of a challenge and like to push my limits and boundaries

LANGUAGES

Language

Spoken

Written

Arabic

Mother tongue

Mother tongue

English

Fluent

Fluent

French

Fluent

Fluent

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