Customer Support Project Management

Operation Manager

FOUAD DOUHAN

*****.******@*****.*** +201********* https://www.linkedin.com/in/fouad-douhan-4b987468/ OPERATION

MANAGER

SUMMARY

• Sr. Supervisor with 17+ years in managing Call Centers, Contact Centers and customer support services

• Well developed communication, negotiation, and project management skills.

• Strong abilities to self-start, multitask, and work efficiently.

• Diverse skill base and ability to learn new skills quickly.

• Understands customers needs to define the best roadmap

• Created a successful strategic initiatives to improve team productivity

• Multiple RPA Projects (Robotic Process Automation) (Business Process Automation) implementation to increase productivity and reduce cost

• High knowledge of technical info/systems and integrations WORK

EXPERIENCE

Orange January 2020 - Present

Sr. Supervisor Technical Complaint Handling

Develop and restructure policies and procedures

Focus on customer satisfaction

Hire and training

Building long term relation with the customers

Managed multiple projects with a proven track record of success in delivering complex projects on time

Handled projects from initiation to delivering

Working with cross functions teams in multiple projects High knowledge of system integrations and RPA systems Reduced and minimized customer's churn with 5% with a proactive plans and retention process

Mentored the technical complaint handling department Ensure a smooth operation across the team

Follow-up on coordination with other departments to ensure timely customers complaint resolution,such as: Commercial & Technology, Telecom Egypt MGT & Ground Teams

Report departmental reports, dash boards, performance, individual figures, Expenses amounts and Compensation reports to MGT

Responsible for the attack team to achieve Sales Target Ensure the compliance of the operational objectives with the departmental objectives Ensure accurate implementation of duties and tasks according to the company policies and procedures

Providing direction and leadership to others

Implemented multiple strategies to improve quality of service Orange July 2015 - December 2019

Supervisor Contact Center

Supervised 24 team leaders and 500+ team members all operate as Technical Support Representative.

Work continuously on covering the gaps that arise between operational plan and business operations activities.

Hold regular meetings with the team members to strengthen communication and ensures sharing the same objectives. Compile, analyze and report on regular basis customers’ complaints and suggestions and recommend appropriate measures to reduce the number of complaints.

Responsible for the customer care enhancement initiatives. Excellent planning and organizational skills

Orange March 2012 - June 2015

Team Leader Contact Center

Assists the departement Manager in managing employees in the following areas: attendance, monitoring, coaching and time scheduling. Pro-actively implements and monitors monthly work schedules and shift schedules and rosters to ensure adequate staff levels for the team are maintained. Monitors performance and enforces policies and procedures to ensure that all employees meet or exceed expected service and performance levels. Implement corrective actions and assist employees in developing action plans, when needed, to rectify any undesirable behavior and improve performance. EDUCATION Faculty of Law Cairo University October 1997 - June 2001 Law

SKILLS

& PROFICIENCIES

Project Management

Microsoft Office

Planning

Problem Solving

Motivation

Teamwork

ACHIEVEMENTS

AND ACTIVITIES

• Project Manager: Order Management Migration (Siebel): +100 million budgeted project, migrate the Fixed Broadband customers to the GSM systems to manage customer information and requests over the two provided products (Fixed & GSM), including Pre and Postdeployments activities

• Project Manager: New Order Management Delivery: User Acceptance Testing

(UAT.) receive the new application, practice all the expected scenarios and reports bugs and roblemsUpgrade the order management application in order to manage the customer information and orders

• Project Manager: Increase Customer Accessibility: Enhance customer care IVR and apply smart routing to ease customer reachability to CC agents, UAT, testing the IVR on virtual environment and on production to raise all issues/show stoppers that come up during the deployment

• NPS (Net Promoter Score): Creating a new process and new handling that increased the department NPS to 65 points, reduce number of detractors coming as a result of customer care complaints, establishing a process for providing special handling to NPS detractors, Review all the needed figures, analyze customer feedback and investigate the dissatisfaction root cause, proposing solutions to reach the best customer experience

• Boosted Revenue: 15% by upselling a higher products for the customers

• Resolving 94% of the customers issues within the agreed service level

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