Basic Info

Ziad Abdel Azim

9 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

Contact Center Manager at Orbit Showtime Network

Experience Details

Contact Center Manager

Customer Service/Support, Project/Program Management, Manufacturing/Production

Manager

- Responsible for assessing levels of competence of all customer facing personnel.
- Assess and manage team development and improvements
- Ensure commitment to FCR for all customer facing personnel by developing consistent feedback and follow up procedures
- Ensure all service impacting KPI’s are achieved
- Ensure all customer information are updated
- Ensure 100% accuracy on data capture and accuracy on all transactions generated
- Manage all out bound campaigns to ensure upgrade activity and swaps are completed in accordance with business requirements
- Work with the customer service managers to ensure feedback and complaints are addressed appropriately and feedback sessions are documented where appropriate.
- Work with the sales and retention teams to identify gaps and reduce churn
- Keep all new and existing applications current and up to date
- Ensure all attendance and performance and personal files are updated monthly
- Ensure all personnel are assessed on a quarterly basis.
- Ensure all personnel are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.
- Manage with Hr. department any ramping up campaigns to manage properly the agreed
head count.
- Manage cross functional decisions to maitin and develop the required support required from other departments like IT, Hr, Facilities, Training and development Team.


Company Details

Orbit Showtime Network (multinational)

Cairo, Egypt

501-1000 employees

Media Production

N/A

Aug 2015 to Jan 2016 (5 months)
Sr. business development executive (6 Months Project) at Chamber of Informartion Technology

Experience Details

Sr. business development executive (6 Months Project)

Customer Service/Support, Project/Program Management, Manufacturing/Production

Experienced (Non-Manager)

- Compile relevant data for technology market and customer analysis.
-Role player in formulating business policies, directions and market positioning.
-Build and maintain strategic relationship with potential and existing business partners to facilitate business growth.
-Play a vital role in building the marketing tactics and strategies for different projects.
-Manage Development projects those directed to improve IT sector.


Company Details

Chamber of Informartion Technology

Cairo, Egypt

11-50 employees

Information Technology Services

N/A

Jan 2015 to Jul 2015 (6 months)
Customer Service Manager at Alyaum Media House (Ksa)

Experience Details

Customer Service Manager

Customer Service/Support, Manufacturing/Production, Project/Program Management

Manager

As a Customer service Manager at Yaum Media House, my responsibilities were as following,

- Creating & maintaining the process of managing the operations of the call Center.
- Maintaining a high degree of Service level by supporting the schedule planning team with the forecasts to apply better utilization of staffing.
- Supervise and manage the workflows those are designed to be applied on CRM tool with CRM Team.
- Discussing & approve the coaching process & review the progress of their effectiveness with Call center supervisors.
- Building Root cause analysis to the customers’ complaints to improve the customers’ satisfaction with finding better alternatives to Control the complaints to minimum.
- Doing cost benefit analysis to the call center activities as a way to develop the marginal return of any added project to the call center.
- Planning for different LOBs with taking in consideration the Service level agreements.
- Planning quality with the quality assurance team & attending at least a calibration session on weekly basis.
- Planning For new candidates’ interviews with HR Dep., after providing with the call Requirements.
- Reviewing the weekly & the monthly performance reports & KPIs with discussing the expectations & the suggested corrective actions.
- Co-ordinate with Training Dep. the required courses for agents & supervisors level.
- Motivate the team & assure the best practices are shared.
- Doing walk around management & deploying the open door policy.
- Creating a business case analysis for any new suggested project with documenting all the steps from initiating to closing.
- providing my superiors with the adequate Reports those reflect the real performance, threats and advantages those we can see from call center’s perspective with a very high relevancy for decision making processes.


Company Details

Alyaum Media House (Ksa)

Dammam, Saudi Arabia

501-1000 employees

Media Production , Publishing and Printing, Marketing and Advertising

N/A

Sep 2012 to Oct 2014 (2 years 1 month)
Contact Center Operations - Team Manager at Stream Global Services

Experience Details

Contact Center Operations - Team Manager

Customer Service/Support, Manufacturing/Production, Quality

Manager

As a Team Manager in an international Call Center, my responsibilities were as following,

- Managing a team of average of 25 juniors and 2 seniors.
- Working with cross-functional departments to ensure the effectiveness of cost/revenue planning.
- Working head to head with the Training & Quality Dept. to ensure the agents development - whether it’s an improvement plan for an experienced agent, or for new training/expansions plans.
- Conducting day-to-day meetings with team members, discussing performance and its trends.
- Attending internal and/or conference calls to discuss performance with upper management/client.
- A SME (Subject Matter Expert) in certain areas of knowledge, thus delivering trainings and refreshment sessions as needed.
- Managing all other small details pertaining to my team and the site in general, and providing any reports requested by Site Manager.


Company Details

Stream Global Services (multinational)

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Apr 2010 to Aug 2012 (2 years 4 months)
Operations Senior Support Professional at Stream Global Services

Experience Details

Operations Senior Support Professional

Customer Service/Support, Quality, Project/Program Management

Experienced (Non-Manager)

As a senior support Professional in an international Call Center, my responsibilities were as following,

- Ensures delivery of excellent customer service.
- Coordinating with other departments to resolve inquires.
- Service so as to promote customer loyalty.
- Other duties as assigned.


Company Details

Stream Global Services (multinational)

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

May 2009 to Mar 2010 (10 months)
Customer Service Agent at Cable Network Egypt

Experience Details

Customer Service Agent

Customer Service/Support

Entry Level

As a Customer Service Representative, my responsibilities were as following,

- Receiving inbound calls For ART and JSC sports Clients.
- Customer Service Representative in (contractor with CNE Company) .
- working in Customer Service Department
- Aware of all issues of the subscriptions.
- Aware of all financial transactions.
- Aware of history & customer contact.
- Aware of all Technical problems.
- Handling all problems which face the customer
- Excellent knowledge of IBS System
- Responsible for training of new employees who joined the organization.


Company Details

Cable Network Egypt (multinational)

Cairo, Egypt

101-500 employees

Entertainment , Outsourcing/Offshoring

N/A

Nov 2006 to May 2009 (2 years 6 months)

Achievements


- I had planned and executed with Sr, customer service manager a project to start up a new line of business and that has been achieved in 45 days, passing by hiring and training above 45 agents and those achieved a noticeable performance since the first week in service.

- Managed with operations Team managers the utilization levels to have them consistently at 85% and that was instead of 78% in two weeks.

- Participated vitally in improving Quality attributes with Quality director by which the overall contact center FCR rate has developed to be at 88% and quality rates at 93% consistently.



- I managed the implementation of "Sales Academy" training Project since the tendering till execution and closing of the first phase, that phase has achieved above 88% satisfaction of the trainees.

- I owned all the VOC Projects conducted by CIT and that had a strong print on the effectiveness of programs and projects offered to members due to continues improvement offered relying on analysis results.



I was a key player in planning, designing the required work flows and applying the CRM dynamic tool instead of the Oracle CRM tool and that was in order to maintain better customer relationship management with a higher potential of sales.

I had reviewed the status that the call center was in and that was in terms of work flaws, process, procedures and KPIs in order to have them improved with taking into the considerations developing the staff skills to match with the improved KPIs requirements and that also had an effect on the specifications required in new hires, So the outcome was noticed according to the positive shifts to customer satisfaction, quality scores, close rates and productivity levels.

planned and managed the implementations of call center expansions to cover the entire group (3 companies) by which contact center moved to be a shared service and Revenue generation center.


- I was a subject matter expert in new comers' line of business (streamline) since I Achieved with new comers' teams "The team of the month" several times.

- I Planned and implemented a successful plan for customers' compensations, this plan had decreased the compensations by 20% in entire site and that achieved in two weeks.

- I was one of the key players in gaining and launching a new line of business opened in
Egypt's site (collection line of business) and that increased the total head count by 75 seats.



- I was the Top senior support professional in Egypt's site for 5 Months consecutively.

- I contributed in the knowledge provided to to new comers and that had a significant impact on increasing Quality and Customer Satisfaction rates



I was selected as"The employee of the Month" several times, The first time achieved was after 6 Months only of hitting the floor


Education

MBA in Business

Education Details

MBA

Business

Cairo University (school of business/ English section), Egypt

Not specified

MBA subjects

N/A

Cairo University (school of business/ English section)
2013 - 2015
Ba. in Commerce

Education Details

Ba.

Commerce

Helwan University, Egypt

C / Good / 65 - 75%

Accounting and managerial subjects.

N/A

Helwan University
2001 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Tabary Alshiraton secondary school

Egypt

2001

A / Excellent / 85 -100%

N/A

Tabary Alshiraton secondary school
2001

Certifications

PMP
Jan 2012

Certificate details

PMP

Jan 2012

N/A

N/A

N/A

New Horizone certified training center

N/A

Local Toefl
Oct 2013

Certificate details

Local Toefl

Oct 2013

550 out of 677

N/A

N/A

Cairo University

N/A

Training and Courses

Training/Course Details

ICDL

May 2010

Russien Cultural center

MS office and MS windows Introduction

Training/Course Details

Basic business skills acquisition

Jan 2006

Future Generation Foundation

the course included 1- English classes (powered by Berlitz) 2- Business classes 3- Soft skill classes 4- computer knowledge classes ( powered by west wood inc)

Training/Course Details

Project management Fundementals

Feb 2013

New Horizone

An Enhanced approach to Project management fundamentals.

This profile is fresh!
Last update 1 days ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBasic Business Skills AcquisitionBusinessBusiness ManagmentCable Network EgyptCommerceContact Center ManagerContact Center Operations - Team ManagerContinuous ImprovementCreativeCustomer Care ManagementCustomer ServiceCustomer Service AgentCustomer Service ManagerCustomer-orientedEnglishEntertainmentFree MindFrenchICDLInformation Technology ServicesLeaderLocal ToeflMBAMS OfficeMS ProjectManufacturingMarketing And AdvertisingMedia ProductionMicrosoft CRMMicrosoft VisioOffshoringOperationsOperations ManagementOperations Senior Support ProfessionalOrbit Showtime NetworkOutsourcingPMPPlannerProblem SolverProductionProgram ManagementProjectProject ManagementProject Management FundementalsPublishing And PrintingQuality AssuranceQuality ControlService ManagementSr. Business Development Executive (6 Months Project)Stream Global ServicesSupport

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Microsoft CRM

Microsoft CRM

: Advanced

: Extreme - I love it!

:

1-3 years

MS Office

MS Office

: Advanced

: High

:

5-7 years

Free Mind

Free Mind

: Intermediate

: High

:

1-3 years

Microsoft Visio

Microsoft Visio

: Intermediate

: High

:

1-3 years

MS project

MS project

: Beginner

: High

:

Less than 1 year

Fields of Expertise

Operations Management

Operations Management

: Expert

: Extreme - I love it!

:

5-7 years

Customer Care Management

Customer Care Management

: Expert

: Extreme - I love it!

:

5-7 years

Project Management

Project Management

: Advanced

: Extreme - I love it!

:

3-5 years

Business Managment

Business Managment

: Advanced

: Extreme - I love it!

:

5-7 years

Service Management

Service Management

: Advanced

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Planner, Customer-oriented, Creative, Problem Solver

Online Presence

http://www.linkedin.com/profile/view?id=224296640&trk=nav_responsive_tab_profile

Like Ziad`s profile? Share it!

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Ziad's full profile and find more great talent and professionals to join your team.