Basic Info

Aliaa AbdelAziz

7 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Operations Manager at African Beauty

Experience Details

Operations Manager

Operations/Management, Customer Service/Support

Manager

-Setting and reviewing budgets and operating costs.
-Assess and evaluate current products to market demands.
-Research and evaluate new products.
-Analyze market research and customers' feedback.
-Overseeing inventory, distribution of goods and facility layout.
-Plan and oversee outdoors sales/marketing events.
-Selection of new distributors.
-Managing sales and customer service teams.


Company Details

African Beauty

Giza, Egypt, Egypt

1-10 employees

Cosmetics , Import and Export

N/A

Nov 2015 to present (1 year 1 month)
Call center Supervisor at Mansour Group, Mantronix

Experience Details

Call center Supervisor

Customer Service/Support, Operations/Management

Experienced (Non-Manager)

Single Point of Contact: Communicate with CRM, sales, marketing and service managers to establish an annual/ quarterly/ monthly plan for inbound and outbound projects and campaigns to be attended to by the call center.
Set call center’s operational targets.
Market analysis, develop and conduct exercises to assess competitors’ services.
Analyze and forecast call center calls volume and determine required number of agents.
Participate in new team members selection and assessment.
Participate in design of call scenarios, scripts and IVR improvement.
Ensure that all agents follow the business processes and workload is appropriate.
Support call center operation team’s inquiries.
Record, handle and analyze end user complaints.
Communicate complaint records analysis results with company management for necessary actions.
Define, develop and implement quality assurance practices and procedures.
Design call monitoring forms, perform call monitoring and provide quality reports to top management.
Take the necessary actions according to the quality reports.
Conduct periodic assessments, test and mystery calls to call center team.
Develop, implement and analyze End user satisfaction/post technical surveys.
Review staff performance against targets to identify staff training needs and organize training sessions accordingly.
Recognize compliance or non-compliance with applicable policies and procedures.

Marketing Tasks and responsibilities:

Confer with management to develop methods and procedures to increase sales, expand markets, and promote business through telemarketing activities.
Attend company meetings to exchange product information and coordinate work activities with other departments.
Listen to and resolve customer complaints regarding services, products, or personnel.
Analyze and report complaints reasons with suggestions to help improve sales and product quality.
Monitor sales staff performance to ensure that goals are met.
Participate and execute minor marketing activities such as sms campaigns.
Liaise with related departments to co-ordinate campaigns and agree objectives, ensuring they have an accurate understanding of the team’s results and value-add.
Analyze and report sales/marketing campaigns impact providing success/failure indicators.
Design and implement market surveys to collect VOC.
Analyze surveys results and report to top management for decision making.


Company Details

Mansour Group, Mantronix

Cairo, Egypt

N/A

Consumer Electronics

N/A

Jan 2010 to Nov 2014 (4 years 10 months)
Offshore Quality Assurance Specialist at ECCO Outsourcing

Experience Details

Offshore Quality Assurance Specialist

Quality

Experienced (Non-Manager)

Monitoring calls according to sample size side-by-side and remotely to make sure agents are following the right process.
Coaching and partial training tasks for new comers.
Preparing reports analyzing the account’s performance on agent level and account level daily, weekly and monthly.
Documenting and reporting system & actions based on the reports and performance results.
Creating reports templates.
Creating monitoring sheets templates.
Creating call scenarios and scripts.


Company Details

ECCO Outsourcing

Cairo, Egypt

N/A

Business Services - Other

N/A

Nov 2008 to Jan 2010 (1 year 2 months)
Offshore Telesales Senior Agent at ECCO Outsourcing

Experience Details

Offshore Telesales Senior Agent

Sales/Retail

Experienced (Non-Manager)

-As Telesales agent:
Searching for leads on the web.
Calling customers to explain the offer and the packages.
Handling the customers’ objections.
Closing the deal and collect required information.
Collect credit card information.
Charging the customer online.
Collecting referrals and following up with the customers.
Achieving the predetermined targets.

-As Verifier:
Calling the customer to verify their information and the amount ordered.
Handling the customer’s inquiries and objections.
Raising the amount ordered.
Training new comers on the product knowledge and telesales techniques.
Coaching OJTs and handling calls for them.


Company Details

ECCO Outsourcing

Cairo, Egypt

N/A

Business Services - Other

N/A

Feb 2008 to Nov 2008 (9 months)

Achievements


Took over the operation with crashed targets and a team of no knowledge or data base and managed to turn it to one of the best customer service experience in the consumer electronics industries.
Awarded as Employee of the Month of June 2013.


There was no quality assurance policy for the offshore accounts. I was assigned to put the foundation and establishment of the quality assurance polices and standards for offshore accounts. Managed to build the section and handled the operation for the entire offshore department alone.


Awarded as Employee of the month 2 times.
Awarded as Top Achiever of the month.


Education

BA in Accounting

Education Details

BA

Accounting

faculty of commerce, English section, Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

faculty of commerce, English section, Cairo University
2005 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

hewayaty

Egypt

2005

A / Excellent / 85 -100%

N/A

hewayaty
2005

Training and Courses

Training/Course Details

Communication

Jun 2013

IMI

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAlaysisArabicBPOBusiness DevelopmentBusiness PlanningBusiness Services - OtherBusiness-orientedCRMCRM ToolsCall CenterCall Center SupervisorCommunicationConsumer ElectronicsCosmeticsCustomer SatisfactionCustomer ServiceCustomer-orientedEnglishFamilyForecastingGermanICDLImport And ExportInternetInternet SurfingMS OfficeMaadiManagementMicrosoft DynamicsMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft VisioMicrosoft WordMusicOffshore Quality Assurance SpecialistOffshore Telesales Senior AgentOperations ManagerPerformance ManagementProblem SolverProblem SolvingProfessional LifeProject ManagementQuality AssuranceQuality ControlRetailSalesSupportSupportiveTeam LeadershipTeam PlayerTelecommunicationTraining

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

5-7 years

CRM

CRM

: Expert

: Extreme - I love it!

:

3-5 years

Business Planning

Business Planning

: Expert

: Extreme - I love it!

:

3-5 years

Call Center

Call Center

: Expert

: Extreme - I love it!

:

5-7 years

Telecommunication

Telecommunication

: Expert

: Extreme - I love it!

:

5-7 years

BPO

BPO

: Expert

: Extreme - I love it!

:

3-5 years

Quality Assurance

Quality Assurance

: Expert

: High

:

1-3 years

Microsoft Word

Microsoft Word

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

5-7 years

ICDL

ICDL

: Advanced

: Extreme - I love it!

:

5-7 years

Internet

Internet

: Advanced

: Extreme - I love it!

:

More than 7 years

Microsoft dynamics

Microsoft dynamics

: Intermediate

: High

:

3-5 years

Training

Training

: Intermediate

: Extreme - I love it!

:

3-5 years

Microsoft Visio

Microsoft Visio

: Beginner

: High

:

3-5 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

3-5 years

Performance Management

Performance Management

: Expert

: Extreme - I love it!

:

5-7 years

Call Center

Call Center

: Expert

: Extreme - I love it!

:

5-7 years

Team Leadership

Team Leadership

: Expert

: Extreme - I love it!

:

5-7 years

Alaysis

Alaysis

: Expert

: Extreme - I love it!

:

5-7 years

Telecommunication

Telecommunication

: Expert

: Extreme - I love it!

:

5-7 years

Customer Satisfaction

Customer Satisfaction

: Expert

: Extreme - I love it!

:

5-7 years

Problem Solving

Problem Solving

: Expert

: Extreme - I love it!

:

5-7 years

MS office

MS office

: Advanced

: Extreme - I love it!

:

5-7 years

Management

Management

: Advanced

: Extreme - I love it!

:

5-7 years

Forecasting

Forecasting

: Intermediate

: High

:

3-5 years

Project Management

Project Management

: Beginner

: Extreme - I love it!

:

3-5 years

Key Skills

Business-oriented, Customer-oriented, Problem Solver, Team Player, Supportive

Online Presence

eg.linkedin.com/pub/aliaa-selim/27/b53/b42/https://www.facebook.com/Aliaa.Hassanhttps://www.twitter.com/AliaaSelim

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