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Abanoub Ayman Samuel

Operations Account Manager at Raya Customer Experience

6th of October, Giza, Egypt

Work Experience

  • B2B Customer Service Operations SupervisorFull Time

    Nestle Business Service

    Oct 2023 - Present -1 yr, 9 months

    Egypt , Cairo

    • 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
  • Raya Customer Experience

    • 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.
    • Account AdvisorFull Time

      Nov 2018 - Mar 2020 -1 yr, 4 months

    • InternInternship

      Abu Dhabi Islamic Bank - Egypt

      Jul 2017 - Aug 2017 -1 month

      • 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

          Fluent
        • English

          Fluent

        Training & Certifications

        • Lean Green Belt Six Sigma

          Six Sigma School·2023
        • Banking

          Abu Dhabi Eslamic Bank·2017
        • ICDL

          American academy·2016
        • English

          Certifie by Cambridge university in London and Harvist British college in Egypt·2016
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