Basic Info

Haitham Ismail

15 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Customer Service Manager at Salem Balhamer Holding group of Companies KSA

Experience Details

Customer Service Manager

Customer Service/Support, Hospitality/Hotels/Food Services, Manufacturing/Production

Manager

N/A


Company Details

Salem Balhamer Holding group of Companies KSA (multinational)

Dammam, Saudi Arabia

More than 1000 employees

Construction - Industrial Facilities and Infrastructure, Hospitality/Hotels, Real Estate/Property Management

N/A

May 2016 to May 2017 (1 year)
Customer Service Manager at United Global Solutions

Experience Details

Customer Service Manager

IT/Software Development, Customer Service/Support, Banking

Manager

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly work flow according to priorities.


Company Details

United Global Solutions

Egypt

51-100 employees

Banking, Consumer Services , Computer Software

N/A

Aug 2014 to Apr 2016 (1 year 8 months)
Customer Service Supervisor at El Wally Grou

Experience Details

Customer Service Supervisor

Customer Service/Support

Manager

1. Managing day-to-day planning and operations of the team

2. agents on the floor.

3. Providing regularcoaching and action plans to staff membersinorder to developtheirskills,increaseproductivity, and to meet with the required service levelcomponents and KPIs targets.

4. Conducting monthly performance appraisals for the team inorder to identify any areas for development, and take anyproper needed actions.

5. Providing feedback, coaching and ongoing development tomeet with client and end user expectations.

6. Managing ongoing team meetings with the staff including(one to one / monthly meeting).

7. Communicatingto Call Center Agents any new requirements, changes, updateson all support related information as well as company information.

8. Consistently monitor team members’ calls to proactively

9. Identify potential problems and to ensure accurateimplementation of quality standard, company policies &procedures.

10. Develop relation ships within the supporting business functions to help resolve common operational issues.

11. Ensure Agent performance metrics are achieved, i.e.Absenteeism, Knowledge test, AHT, quality monitoring, adherence, tardiness …..etc

12. Documenting coaching and performance review forms forfuture review.


Company Details

El Wally Grou

Cairo, Egypt

101-500 employees

Manufacturing

N/A

Apr 2012 to Aug 2014 (2 years 4 months)
Customer Care Executive at ( OSN ) Orbit Show Time Network

Experience Details

Customer Care Executive

Customer Service/Support

Experienced (Non-Manager)

1. Ensure delivering the optimal customer service experience to the Orbit Show Time customers across the MENA region.

2. Handling all types of customers' requests, enquiries, and complaints in a very professional and decent manners even at the most difficult situations.

3. Implementing the newly adopted slogan " Customer first " as a general methodology to gain customers' satisfaction.

4. Providing advice and assistance to the customer care advisors within the contact center.

5. Playing a key role in the process of coaching and training of the new hired employees as part of the seniority role.

6. Preparing statistics regarding the number of received, answered, and abandoned calls upon delegation.

7. Provide excellent after sales support - maintain and retain customers.

8. Answer general inquiries - e.g. programming, billing, and TV guides request.

9. Technical support.

10. Information and data collection.

11. Maintain and update customer information


Company Details

( OSN ) Orbit Show Time Network (multinational)

Giza, Egypt

More than 1000 employees

Media Production

N/A

Dec 2011 to Mar 2012 (3 months)
Acting As Customer Service Team Leader at Etisalat's off shoring call center (UAE Directory Assistance Service- 181) ( Etisal International )

Experience Details

Acting As Customer Service Team Leader

Customer Service/Support

Experienced (Non-Manager)

1. Managing day-to-day planning and operations of the team
agents on the floor.
2. Providing regular coaching and action plans to staff members in order to develop their skills,increase productivity, and to meet with the required service level components and KPIs targets.
3. Conducting monthly performance appraisals for the team in order to identify any areas for development, and take any proper needed actions.
4. Providing feedback, coaching and ongoing development to meet with client and end user expectations.
5. Managing ongoing team meetings with the staff including (one to one / monthly meeting).
6. Communicating to Call Center Agents any new requirements, changes, updates on all support related information as well as company information.
7. Consistently monitor team members’ calls to proactively
8. Identify potential problems and to ensure accurate implementation of quality standard, company policies & procedures.
9. Develop relationships within the supporting business functions to help resolve common operational issues.
10. Ensure Agent performance metrics are achieved, i.e. Absenteeism, Knowledge test, AHT, quality monitoring, adherence, tardiness …..etc
11. Documenting coaching and performance review forms for future review.


Company Details

Etisalat's off shoring call center (UAE Directory Assistance Service- 181) ( Etisal International ) (multinational)

Cairo, Egypt

N/A

Telecommunications, Consumer Services

www,etisalat.com.eg

Apr 2011 to Nov 2011 (7 months)
Customer care Aadvisor at Etisalat's off shoring call center (UAE Directory Assistance Service- 181) (Etisal International).

Experience Details

Customer care Aadvisor

Customer Service/Support

Entry Level

* provide world-class directory information service to UAE customers in an accurate, efficient and courteous manner on every call.
* Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
* Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.
* Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
* Perform clerical duties such as typing, proofreading, and sorting mail.


Company Details

Etisalat's off shoring call center (UAE Directory Assistance Service- 181) (Etisal International). (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Feb 2009 to Mar 2011 (2 years 1 month)
Front Office Supervisor at Shangri-La Hotel

Experience Details

Front Office Supervisor

Customer Service/Support, Hospitality/Hotels/Food Services

Manager

1. Assist in the day-to-day operation of the hotel front office.
2. Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.
3. Assign, coordinate, and supervise work activities of Front Desk Agents.
4. Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
5. Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.
6. Prepare and conduct Front Desk meetings and resolve issues.
7. Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
8. Provide information and direction to staff to achieve 100% occupancy.
9. Review and resolve dispute accounts and Housekeeping discrepancies.
10. Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift.
11. Perform check-in and out procedures.
12. Take personal responsibility for correcting customer service problems.


Company Details

Shangri-La Hotel

Egypt

101-500 employees

Hospitality/Hotels, Consumer Services

N/A

May 2006 to Jan 2009 (2 years 8 months)
Front Office Executive at Shangri-La Hotel

Experience Details

Front Office Executive

Customer Service/Support

Entry Level

1. Greets, registers, and assigns rooms to guests.
2. Issues room key to guest.
3. Responsible for proper key control and other security measures.
4. Answers telephone in absence of telephone operator.
5. Transmits and receives telephone messages and sets up guests’ wake-up calls.
6. Date stamps, sorts, and racks incoming mail and messages.
7. Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
8. Keep records of room availability and guests’ accounts. Operates the front office computer system. Makes photocopies if needed.
9. Computes bill, collects payment, and makes change for guests.
10. Makes and confirms reservations.
11. Posts charges such as room, food, liquor, or telephone, to guest folio.
12. Makes restaurant, transportation, or entertainment reservations for guests
13. Deposits guests’ valuables in hotel safe or safe deposit box.
14. Checks out guests and inquires about their stay.
15. Actively builds awareness of the Brands to guests.
16. Provides and ensures high-quality guest relations. Receives and resolves guest complaints in a manner consistent with hotel policy. Makes Manager on Duty aware of any guest complaints.
17. Maintains the desired levels of quality assurance ratings, including guest comment cards, accounting audit and inspection scores.
18. Confers and cooperates with other departments as needed to ensure coordination of activities.
19. Works toward a 90% walk-in conversion rate goal.
20. Ensures Inn compliance of all Hotel policies and procedures.


Company Details

Shangri-La Hotel (multinational)

Toronto, Canada

101-500 employees

Hospitality/Hotels, Consumer Services

N/A

Jun 2004 to Apr 2006 (1 year 10 months)

Achievements


Establishing the company's own call center from the beginning, setting up the private network, and also the server and following up the creation and design of the CRM program

Participate in the development of plans and rules of the company.

Participate in the selection and contracting of all projects on which the company will work.


I have achievements as I had Promoted as Acting Customer Service Team Leader at Etisalat's off shoring call center (UAE Directory Assistance Service- 181) ( Etisal International ).


I have achievements as I was the top performance and first rank on the floor for 6 consecutive months.


I have achievements as I had Promoted as Front Office Supervisor at Aton Hotel.


Education

B.Sc. Of Social Services in Social Work

Education Details

B.Sc. Of Social Services

Social Work

Higher Institute for Social work In Cairo, Egypt

Not specified

Social Services

Graduation project : Descriptive study of how to apply the social service in homes of elders.

Higher Institute for Social work In Cairo
1997 - 2004
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Fostat Secondary for Boys

Egypt

1997

Not specified

N/A

Fostat Secondary for Boys
1997

Certifications

Certificate details

International Toefl

May 2010

N/A

N/A

N/A

AUC

N/A

Certificate details

Customer Operations Performance Center ( COPC )

May 2011

N/A

N/A

N/A

COPC Inc.,

Customer Operations Performance Center

Training and Courses

Training/Course Details

Customer Services

Jan 2008

Yat

N/A

Training/Course Details

Six Segma

Aug 2010

Etisalat

N/A

Training/Course Details

ICDL

Jul 2004

Minia Uni

N/A

Training/Course Details

Project Management Professional

Sep 2013

Briliant Center

N/A

Training/Course Details

HRM ( Human Resources Managment )

Jan 2013

Briliant Center

1. مقدمة عن عالم الأعمال والنظرة الحديثة للموظف Business awareness 2. الإستثمار فى رأس المال البشرى Human Capital 3. المسار الوظيفى فى إدارة الموارد البشرية HRM Career Path 4. التحليل الوظيفى Job Analysis 5. الإستقطاب " التوظيف" والتعيين Recruitment – Selection 6. التدريب والتطوير Training – Development 7. تخطيط القوى العاملة Man Power Planning 8. إدارة الأداء Performance Management 9. المزايا والتعويضات Compensation – Benefits

This profile is fresh!
Last update 2 days ago.

Jobseeker photo

Profile Skills and Keywords

( OSN ) Orbit Show Time NetworkActing As Customer Service Team LeaderArabicAvayaBankingCRMComputer SoftwareConstruction - Industrial Facilities And InfrastructureConsumer ServicesCustomer Care AadvisorCustomer Care ExecutiveCustomer Operations Performance Center ( COPC )Customer ServiceCustomer Service ManagerCustomer Service SupervisorCustomer ServicesCustomer-orientedDrivingEnglishEtisalat's Off Shoring Call Center (UAE Directory Assistance Service- 181) ( Etisal International )Etisalat's Off Shoring Call Center (UAE Directory Assistance Service- 181) (Etisal International).Food ServicesFoot BallFrenchFront Office ExecutiveFront Office ManagmentFront Office SupervisorGSMHRM ( Human Resources Managment )Hand BallHard WorkerHospitalityHotelsICDLITInternational ToeflLeaderManufacturingMedia ProductionMicroSoft OfficeOperationsProblem SolverProductionProject Management ProfessionalProperty ManagementReal EstateRecruitmentRetailSalem Balhamer Holding Group Of Companies KSAShangri-La HotelSix SegmaSocial WorkSoftware DevelopmentSupportTeam PlayerTelecommunicationsTravelingWWE

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Avaya

Avaya

: Expert

: Extreme - I love it!

:

5-7 years

Front Office Managment

Front Office Managment

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

GSM

GSM

: Advanced

: Extreme - I love it!

:

3-5 years

CRM

CRM

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Retail

Retail

: Expert

: Extreme - I love it!

:

1-3 years

Recruitment

Recruitment

: Expert

: Extreme - I love it!

:

1-3 years

MicroSoft Office

MicroSoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Leader, Hard worker, Customer-oriented, Problem Solver, Team Player

Haitham is looking for new exciting career opportunities… Please share…

Get Your own Wuzzuf Profile Now !

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