
Abanoub Ayman Samuel
Operations Account Manager at Raya Customer Experience
6th of October, Giza, EgyptWork Experience
B2B Customer Service Operations SupervisorFull Time
- Job Details:- Drive & Contribute in business expansion and continues improvement. - Design onboarding materials, deliver new hires training & coaching, update statement of work (SOW) and knowledge management. - Monitors the daily workload of team members and adjusts ensure adequate coverage and that correct procedures are followed - Responsible for coordinating: orientation, training, assignment, coaching, counseling, and disciplining workforce - Responsible for administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions - Planning and reviewing compensation actions; enforcing policies and procedures - Monitor and measure performance across channels, operations, processes, and systems - Proactively collaborate with brands and internal stakeholders - Ensures team is aligned with the company's Operational Master Plan (OMP) - Responsible in ensuring that all agreed SLAs and KPIs are met - Ensures critical roles and activities have backups - Drives continuous improvement - Drives transition activities - Ensures alignment of service delivery with all the guidelines set up for each service line in scope. following Brand rules with timeliness, accuracy, and consistency - Run regular governance calls with key stakeholders - Ensures the completion of onboarding process and documentation of each business or market - Runs internal quality check of submitted outputs for all Social Media service lines to ensure the consistent quality of work. - Contributes ideas and strategy on each service lines to improve process, technology, ways of working, and best practices
Operations Account ManagerFull Time
May 2022 - Present -3 yrs, 2 months
Egypt
- Job Details:Managing the whole operations part in the project as operations manager, managing and supervising the team performance, Managing around 30 people which includes handling their performance, challenges and action plans. Cooperating with the other departments in the company to ensure better business solutions. Managing client queries and escalations in the best way that could be to ensure business continuity. Managing the project financials and gross profit.
Operations Team LeaderFull Time
Mar 2020 - May 2022 -2 yrs, 2 months
Egypt , Giza
- Job Details:Managing the front-line team performance in a project related to General Motors company, In charge of handling the team challenges and the high level customers escalations and critical situations, managing the key performance indicators that mean the most importance to the client. Train new batches and follow coaching modules based on team different mindset and understanding level to ensure reaching the highest effectiveness.
Education
Bachelor's Degree in Commerce
Cairo University (CU)Jan 2018
Skills
- Maicrosoft Office
- COPC
- Operations Management
- Poblem Slolving
- Strategic Thinking
- Client management
- Team management
- Team Work
- Conflict Management
- Critical Thinking
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Languages
Arabic
FluentEnglish
Fluent
Training & Certifications
Lean Green Belt Six Sigma
Six Sigma School·2023Banking
Abu Dhabi Eslamic Bank·2017ICDL
American academy·2016English
Certifie by Cambridge university in London and Harvist British college in Egypt·2016