Basic Info

Ahmed Rashad

8 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Service Delivery Manager at Raya Contact Center

Experience Details

Service Delivery Manager

Operations/Management, Customer Service/Support

Manager

• Planning and Meeting Annual business targets
• Challenge business and operational KPI's in terms of customer satisfaction scores, Service levels, performance efficiency metrics, profitability outcome through continuous root cause analysis.
• Practice through sigma black belt approaches in reducing cost of poor quality.
• Create joyful work atmosphere, surrounded by positive people willing to accept business challenges and expansions through creative ways.
• Continuously exploring all customers touch points and develop idea's to make it an effortless experience.
•Responsible for the quality delivery and customer satisfaction of end-to-end service management within the assigned account
•The Service Delivery Manager is the customer and sales interface for all service delivery solutions.
•Responsible for the management of service delivery, quality and cost optimization, service revenue retention and expansion, billed work, and overall service customer satisfaction.
•Work with their delivery teams to deliver and optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account base meeting and exceeding objectives.
•Responsible for the Quality of Service Delivery throughout assigned account base;
•Serve as the single point of contact for the customer and sales team on all service delivery and customer service related matters and manages all aspects of service delivery operations end to end
•Ensures service delivery is in accordance to contract service level agreements and meets or exceeds customer expectations
Manage customer expectations by effectively communicating contractual terms
•Conducts service performance reviews with client; evaluates and articulates customer service performance levels related to contractual terms, identifies internal and external opportunities to optimize service, and drives and tracks results against plan
•Responsible for engaging other service delivery teams and work across matrix organizations to optimize service quality and provide solutions to service delivery issues.
•Develop and maintain direct relationships with customers, provide support, information, and guidance
•Understand and work closely with assigned account Systems Engineers in the testing and integration of system hardware and software
•Ensure the successful Integration of new products to the existing service base, partner with the field service delivery teams to ensure service readiness, modify customer contract as required to support new solutions
•Pro actively and expeditiously resolve and communicate customer impact items, follow escalation processes as required
•Maintain quality service by adhering to organizational standards with respect to service offerings
•Maintain accurate customer database in assigned accounts to ensure accurate and quality service response
•Participate in sales and service contract development and implementation
•Responsible for total service revenue and service growth of assigned accounts
•Accountable for timely service renewals consistent with revenue recognition processes and ensures timely, proactive contractual increases (CPI, service adds) are applied.
•Ensure revenue retention and growth tied to maintenance and billed work services
•Partner with Sales, Systems, Service and Support associates to develop strategic plans specific to account base that contribute to the overall success.
•Establishes and maintains a professional working relationship with clients to promote and deliver service opportunities.
•Analyze and provide recommendations on customer equipment coverage and replacement
•Educates field services of contractual performance requirements and pro-actively monitors service delivery to prevent revenue erosion realized from penalties or other items
•Partners with sales and other service delivery partners to expedite revenue generating services and ensure timely billings.
•Accountable for financial management and services cost optimization;
Financial responsibility for assigned accounts, including forecasts, assist with billing queues and invoice and account receivable issues, providing contract and billed work quotes
Identify and execute programs to achieve SLAs
•Optimize field and support services resource utilization
•Achieve service call reduction objectives
•Obtain chronic unit reduction objectives
•Achieve overnight down/extended down reduction objectives
•Ensure appropriate call management processes


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services , Outsourcing/Offshoring

N/A

Aug 2012 to present (5 years 4 months)
Senior Operations Accounts Manager at Raya Contact Center

Experience Details

Senior Operations Accounts Manager

Operations/Management, Customer Service/Support

Manager

 Planning and implementing policies, procedures, and operating performance standards for Client requirements & claims, by deploying effective interventions, crisis-management strategies, and stabilization protocols.

 Providing leadership for 10 team leaders of my team, in terms of complaint handling and decision taking with their teams to ensure consistency and positive work environment across all teams.
 Cultivated and maintained excellent relationships with re-insurers, customers, clients, and state regulators, and developed cost-containment initiatives, profitable loss ratios, and risk identification and mitigation.
 Ensure all COPC standards are implemented by pre audits on documentation


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Consumer Services , Consulting Services, Outsourcing/Offshoring

N/A

Jan 2015 to Jan 2016 (1 year)
President of students union at Al-Shourok Academy (student activity)

Experience Details

President of students union

Customer Service/Support, Education/Teaching

Student

President of students union in faculty of Computers and information technology, Shorouk Academy (4 years).


Company Details

Al-Shourok Academy (student activity)

Cairo, Egypt

N/A

Jan 2006 to Jan 2010 (4 years)

Achievements


Planning and implementing policies, procedures, and operating performance standards for Client requirements & claims, to turn around 130% from the financial plan in Q1 2017; responded to financial crisis by deploying effective interventions, crisis-management strategies, and stabilization protocols.


Planning and implementing policies, procedures, and operating performance standards for Client requirements & claims, by deploying effective interventions, crisis-management strategies, and stabilization protocols.

 Providing leadership for 10 team leaders of my team, in terms of complaint handling and decision taking with their teams to ensure consistency and positive work environment across all teams.
 Cultivated and maintained excellent relationships with re-insurers, customers, clients, and state regulators, and developed cost-containment initiatives, profitable loss ratios, and risk identification and mitigation.
 Ensure all COPC standards are implemented by pre audits on documentation


President of students union in faculty of Computers and information technology, Shorouk Academy (4 years).


Education

B.Sc. in Computers and information technology in Computer Science

Education Details

B.Sc. in Computers and information technology

Computer Science

Al-Shorouk Academy, Egypt

C / Good / 65 - 75%

N/A

N/A

Al-Shorouk Academy
2006 - 2010
High School - International Baccalaureate

High School Details

International Baccalaureate

Manarat Al-Qassem

Saudi Arabia

2001

A / Excellent / 85 -100%

N/A

Manarat Al-Qassem
2001

Certifications

Certificate details

COPC Implementation Leader

Mar 2017

92.8 out of 100

N/A

N/A

COPC Inc.

N/A

Certificate details

Six Sigma at American University in Cairo

Jan 2016

95 out of 100

N/A

N/A

American University in Cairo

N/A

Training and Courses

Training/Course Details

CCNA

Jul 2010

Self Study

N/A

Training/Course Details

Supervisory Development Program,

Mar 2015

Dale Carnegie,

N/A

Training/Course Details

Six Sigma

Jan 2016

American University in Cairo

N/A

Training/Course Details

COPC implementation Leader Release 6.0

Mar 2017

COPC Inc.

N/A

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

ActivitiesAdobe PhotoshopArabicCCNACOPC Implementation LeaderCOPC Implementation Leader Release 6.0CommunicatorCompaniesComputerComputer ScienceConsulting ServicesConsumer ServicesCreativeCustomer ExperienceCustomer ServiceEnglishHard WorkerInformation TechnologyInformation Technology (IT)LeaderManagementMicrosoft OfficeNetwork EngineeringOffshoringOperations ManagementOutsourcingPresident Of Students UnionProblem SolverRaya Contact CenterSenior Operations Accounts ManagerService Delivery ManagerSix SigmaSix Sigma At American University In CairoSportsSupervisory Development Program,SupportTechnologiesWeb Developing

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Computer

Computer

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: High

:

1-3 years

Adobe Photoshop

Adobe Photoshop

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: Medium

:

3-5 years

Information Technology (IT)

Information Technology (IT)

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Operations Management

Operations Management

: Expert

: Extreme - I love it!

:

5-7 years

Customer Experience

Customer Experience

: Expert

: Extreme - I love it!

:

More than 7 years

Web Developing

Web Developing

: Advanced

: Extreme - I love it!

:

3-5 years

Information Technology

Information Technology

: Intermediate

: Extreme - I love it!

:

1-3 years

Network Engineering

Network Engineering

: Intermediate

: Extreme - I love it!

:

3-5 years

Key Skills

Leader, Communicator, Hard worker, Creative, Problem Solver

Online Presence

https://www.linkedin.com/in/ahmed-rashad-2300734a/https://www.facebook.com/A.Rashad

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