Islam Ahmed Abbas

Regional contact center managerFull Time

• Job Details:Job responsibilities: Managing contact center functions " Live operations (GDS support, technical support, national and regional customer service B2B & B2C), quality team, Work force, complaint and retention, business development CRM " Job description: Develop and implement strategies to improve customer service quality and call center performance Monitor call center performance and customer service metrics Analyze customer feedback and develop strategies to address customer needs Develop and implement policies and procedures to ensure customer service standards are met Manage and motivate call center staff to ensure performance targets are met Train and coach call center staff on customer service techniques Monitor and evaluate staff performance and provide feedback Develop and manage call center budgets Ensure compliance with applicable laws and regulations Identify and implement new technologies to improve call center performance Develop and maintain relationships with key stakeholders Analyze customer data to identify trends and opportunities for improvements

Head Of Customer ServiceFull Time

• Job Details:Responsible for managing the following accounts: 1. Vodafone projects (consumer Web-chat, internet call center, consumer voice) 2. Halan projects: Inbound voice and web-chat and social media ( Halan , Rasidy ,Tasahel, Mashroy ) - Outbound back office (order validation and confirmation, logistics, customer survey, on-boarding, branch audit, branch and call center ticketing) 3. Fawry project (Web- chat, Social media) 4. Talabat project (Web-chat) Job description and duties:  Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments  Establish a high standard for productivity, quality, customer service as well as define user guidelines  Develop company systems for customer interaction and voice response and control the implementation process  Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures  Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses  Summarize, collect and analyze call center trends and data for regular performance reports  Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.  Strategized pragmatically to resolve company weaknesses and continue operational innovation and growth.  Created and managed high-value projects to improve company operations, within strict budgets and on tight delivery timeframes.  Used data processing and analysis to measure progress, implementing  changes as required to hit operational targets.  Developed and implemented strategic operational policies to enhance company delivery against best practice targets

Call Center ManagerFull Time

• Job Details:Responsible for managing (Vodafone enterprise call center)  Manage the call center to achieve quantitative and qualitative objectives  Track and measure productivity and compare to benchmarks  Build relationships with staff and clients  Create a welcoming and motivating environment for employees  Oversaw the implementation of a new call center platform, ensuring smooth migration of data and minimal disruption to customer service operations.  Led a team of call center supervisors and agents, providing regular coaching and training to improve performance metrics and customer satisfaction scores.  Conducted regular audits of call center processes and procedures, identifying areas for improvement and implementing changes to increase efficiency and reduce errors.  Collaborated with cross-functional teams to develop and execute strategic initiatives, such as implementing new call center technologies and expanding customer service channels