Basic Info

Karim Zidan

More than 15 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

Deputy General Manager Operations at Target Oilfield Services

Experience Details

Deputy General Manager Operations

Operations/Management

Senior Management (e.g. VP, CEO)

Overseeing the Target Oilfield Service campsite Timesheet, weekly and monthly logs, leading a team of site managers to offer topnotch service, and maintain employee and customer loyalty, to satisfaction.

Guarantee smooth operation, by directing the assigned budget to serve the campsite optimal benefit, onsite services, HSE readiness and the catering & accommodation of all drilling team.

Supervise the medical emergency clinic on campsites (medic services), authorizing the medications and assigning budget.


Company Details

Target Oilfield Services

Cairo, Egypt

101-500 employees

Oil and Gas

N/A

Jun 2017 to present (4 months)
Regional Sales and Marketing Manager at SEO Egypt LLC

Experience Details

Regional Sales and Marketing Manager

Marketing/PR/Advertising , Operations/Management, Sales/Retail

Senior Management (e.g. VP, CEO)

Leading and managing the Middle East region, Cairo & Dubai.

Leading, managing and motivating the sales & marketing team direct sales and services, taking overall responsibility for delivery of performance against all revenue and operational targets across ME key areas.

Leading teams that analyze website, applying quick fixes, experts in managing Pay Per Click (PPC) advertising accounts.

Design, develop and implement KPIs, customer service standards and operational procedures that enable delivery of quality product and services; ensuring that every area and team member has a clear set of goals and accountabilities.

Analyze daily, monthly, quarterly, semi-annual & annual reports pertaining to customer service/satisfaction, and sales/revenue performance to identify non-favorable performance areas, assign remediation plans and follow up.

Ensure communication with the core operations team and keep them informed regularly on operational performance. Capture customer/agent feedback, leading brainstorming sessions to come up with added value solutions and call-to-action items to better the company service.

Analyzing process, system, reports, strategy, and plans to bring order to the strategic status.

Planning and setting the sales target for each quarter, semester, and guide process improvements.

Identifying redundancy in the processes and activities, reshuffling the priorities to over achieve the operational and strategic profit targets.


Company Details

SEO Egypt LLC

Cairo, Egypt

51-100 employees

Internet/E-commerce, Online Media , Business Services - Other

http://www.seoegypt.com/

Nov 2016 to Jun 2017 (7 months)
Regional Call Center Manager at Andalusia Group for Medical Services

Experience Details

Regional Call Center Manager

Strategy/Consulting, Customer Service/Support, Medical/Healthcare

Senior Management (e.g. VP, CEO)

Leading and managing the Egypt region, call centers, Cairo & Alexandria.

Leading, managing and motivating the in/outbound team direct sales and services, taking overall responsibility for delivery of performance against all revenue and operational targets across Egypt's key areas.

Design, develop and implement KPIs, customer service standards and operational procedures that enable delivery of quality product and services; ensuring that every area and team member has a clear set of goals and accountabilities.

Analyze daily, monthly, quarterly, semi-annual & annual reports pertaining to customer service/satisfaction, and sales/revenue performance to identify non-favorable performance areas, assign remediation plans and follow up.

Ensure communication with the core operations team and keep them informed regularly on operational performance and capture customer/agent feedback (VOC/VOA) to lead solution brainstorming sessions that generate idea and solutions to add value to the customer delivered service.

Evaluating the current system, reports, strategy, and plans to bring order to the current strategic status.

Setting the strategic plan for each quarter, semester, targets and process improvement recommendations.

Finding loopholes in the processes and activities, and reshuffling the priorities to meet the operational and strategic objectives.

Reporting to the CEO, in quarterly, semester, and annual reviews.


Company Details

Andalusia Group for Medical Services (multinational)

Cairo, Egypt

More than 1000 employees

Healthcare and Medical Services

http://www.andalusiagroup.net/

Aug 2016 to Nov 2016 (3 months)
Manager at Therapista Wellness Center

Experience Details

Manager

Administration, Business Development, Medical/Healthcare

Senior Management (e.g. VP, CEO)

Participated in the business development, the Marketing plan and launching of Therapista Center, Social Media presence and opening campaign. Helped in boosting regular clientele by introducing new innovative programs. Established the Standard operating procedures, & patient follow-up system, designed the feedback process to enhance the quality of Therapista Center.


Company Details

Therapista Wellness Center

Cairo, Egypt

1-10 employees

Healthcare and Medical Services

N/A

Aug 2014 to Jul 2016 (1 year 11 months)
Sales & Marketing at InnovativeDo

Experience Details

Sales & Marketing

Business Development, Marketing/PR/Advertising , Strategy/Consulting

Senior Management (e.g. VP, CEO)

Marketing Consultant for Iclinic, Cloud based Electronic Medical Records.

Provide consulting to InnovativeDo marketing, IClinic Service team.

o Offer the services ,and promote Innovative do, portfolio pages to the suitable audience. Via Linkedin, FB, Twitter,....

o Taking the lead in establishing channels with all medical events or conferences.

· Build and lead separate sales team, defining the suitable plans and commission/compensation scheme agreement with Innovative Do. .

· Co-founder of this clinic branch

o Keep with industry standards, benchmarks, the latest in Dental EMR & Cloud based solutions.

o Offering insights into dental EMR to help develop a cloud based electronic medical record service for dental clinics/centers & dental labs.

o Build the dental service with InnovativeDo

o Marketing and sales for dental clinic service branch.


Company Details

InnovativeDo

Cairo, Egypt

11-50 employees

Consulting Services, Healthcare and Medical Services, Information Technology Services

N/A

Dec 2004 to Jul 2016 (11 years 7 months)
Trainer at Canadian Petroleum Services Inc.

Experience Details

Trainer

Training/Instructor

Manager


Training Service Provider to Saudi Ma'aden
Recently initiated first, two semesters of the SMP, Saudi Mining Polytechnic, in Arar. Training and educating 240 college students, workplace orientation, soft skills and ESL, were administered over the period of 6 month. I was proud to be one of the 10 members of the core training team, at Saudi Mining Polytechnic ( Ma'aden ) project involved in induction, of 230 trainees, trained in class on computer based, English multi-level self paced program, with multi-level tutoring, coaching, support & extracurricular activities

English as Second Language (ESL) trainer/Teacher. Utilizing the latest E-Learning Software. Training 234 new hires onsite, for Saudi Mining Polytechnic, Arar, Northern Border, Saudi Arabia.
Utilizing the latest E-Learning Software, ESL trainer.

As a trainer, it required great leadership skills to direct new hire trainees to achieve the best grades, developing their personal skills on the subject matter, I was able, with team collaborations with other trainers, to create a healthy competitive environment motivating the trainees to compete, and in the process develop faster, preparing them for the upcoming training challenges. We succeed, as a team, in transforming these young new hires into trainees able to adapt to the job environment and comply with the basic policies of their employer. Students went on to learn English for Specific purposes and completed their mining curriculum and graduated to be employed within the new opening projects developed by Ma'aden.


Company Details

Canadian Petroleum Services Inc. (multinational)

Toronto, Canada

11-50 employees

Consulting Services, Training and Coaching, Oil and Gas

N/A

Sep 2012 to Mar 2013 (6 months)
Technical Team Leader / CRM Change Lead at Xceed Call Center

Experience Details

Technical Team Leader / CRM Change Lead

Administration, Customer Service/Support, Training/Instructor

Manager

Technical Leader Sept 2010- November 2011

Catering to both internal & external customers.

Cisco CS Cairo Technical leader Responsibilities; reporting to vendor manager, responsible for client/vendor information integrity & availability, cascading knowledge management updates, daily & weekly briefings, skill verification for CSR evaluation & development.

Developed a user-friendly internal portal applications & CSR tools, liaised with the different departments. Was a part of a Quality six sigma DMAIC, ongoing development program.

Training refreshment session’s coordination, to consolidate C-Sat & Quality Control, RCA, setting action plans to abridge Cisco Knowledge Management system serving the 250 Cisco CSR, in Order Management, Escalation, Bookings, RMA...etc.

Was an active member within the Cisco Ambassador Network:
• Strong knowledge of organization’s business activities and processes I was able to influence others to champion change, on many Cisco releases.
• Facilitated Cisco CSRs to successfully embrace release adoption, for all Cisco Ambassador tasks, achieving the targets on all projects.

Developed the Technical Leadership department in Cisco CS Cairo Xceed Vendor Site.
• Developed prodigies for audit team, and support functions.

Provided excellent support, service and business insight for Cisco global bookings and fiscal operation.I worked on program and process improvements and managed a large support staff with superior results.Cisco Customer Service CRM Migration from ERP System to SFDC.

• Captured questions and shared on Ambassador Network discussion forum • Socialized the presentation at weekly staff meetings and cascade to fellow team members to abridge the knowledge gap among the team leaders, in weekly TTT sessions.

Managed change of CRM SFDC & cloud computing release, contributed by alternating groups of Xceed Cisco CS CSRs, to actively participate, contribute, familiarize agents with SFDC release thus speedy adoption, supervised conducted UAT BAT & final functionality and data accuracy tests prior to user onboarding, .

Phase one SFDC release adoption involved an account level (150 CSRs ) training, on ramping, and stabilization, collecting user feedback and capturing feedback for user customization, user acceptability and adaptability.

Project was ongoing and enveloped long term and short term targets, to collectively enhance the Cisco Customer Service Experience.

. "The CRM project was a great success with outstanding business results – reducing normalization rates in the contact centers from 6 weeks, for last case management tool change, to 2 weeks." ,


Company Details

Xceed Call Center (multinational)

Cairo, Egypt

501-1000 employees

Outsourcing/Offshoring

http://www.xceedcc.com/Home/

Jan 2009 to Jul 2012 (3 years 6 months)
Examination Invigilator at British Council Cairo

Experience Details

Examination Invigilator

Education/Teaching

Experienced (Non-Manager)

Supervising IGCSE and other BC examinations at various school locations in Cairo


Company Details

British Council Cairo (multinational)

Cairo, Egypt

More than 1000 employees

Education

http://www.britishcouncil.org.eg

Apr 2011 to Jul 2011 (3 months)
Cisco CS Team manager at Xceed Contact Center

Experience Details

Cisco CS Team manager

Customer Service/Support, Operations/Management, Human Resources

Manager

Cisco Contact Center Team Leader for EMEA (Europe Middle East & Asia) & LATAM (Latin America)

Provided excellent support, service and business insight for Cisco global bookings and fiscal operation. I worked on program and process improvements and managed a large support staff with superior results.

Developed Cisco CS agents & Cisco CS Escalation team;

Developed Team leaders & guided and supported their professional development;

Developed escalation Team leader, German Team Leader, Portuguese Team Leader.

Implemented processes to improve coaching techniques and coaching varieties;

Implemented training and measuring process for leadership skills.

Developed and implemented new sales training and customer service training.

Implemented internal call center Help Desk for newer agents.

Implemented new coaching techniques for assistant team leaders, & Team leaders

Participated in improving on boarding process and actively participated in the recruiting, selecting and interviewing of front line employees.


Company Details

Xceed Contact Center (multinational)

Cairo, Egypt

501-1000 employees

Outsourcing/Offshoring

http://www.xceedcc.com/Home/

Jan 2009 to Sep 2010 (1 year 8 months)
Dental Clinic Manager at Q-Dent International

Experience Details

Dental Clinic Manager

Medical/Healthcare, Administration

Manager

• A position as general practitioner at Q-Dent International Dental Center. (08/2006-2009)
Dental General Practitioner, developed a regular dental clientele, and marketed Q-Dent service.
Business development of programs to train dental personnel & fresh dental graduates, and participated in leading teams, and in-house training projects. The Q-dent training programs were successful benefiting the prodigies, who went on to work as general dental practitioners within Q-dent and elsewhere. Q-Dent was able to achieve quarterly & yearly profits on its first year of the program.
Other tasks
o Training nurses & dental assistants on sterilization of dental units & equipment.
o Delivering Dental Assisting Lectures (4-Handed Dentistry-Mosby).
o Assessing trainees’ progress.


Company Details

Q-Dent International

Cairo, Egypt

11-50 employees

Healthcare and Medical Services, Training and Coaching

N/A

Aug 2006 to Jan 2009 (2 years 5 months)
Business Development Manager at SrishtiSoft Healthcare Management Information Systems

Experience Details

Business Development Manager

Business Development

Manager

Business development manager, met with the client (CEOs and formulated the business model for our cooperation on Marketing SrishtiSoft Healthcare Management Information Systems.
SrishtiSoft http://srishtisoft.com
Adopting our AITS Medical Transcription Services into the business model to further broaden AITS portfolio.
Supervised the induction and training of the marketing agents to develop a marketing team.
Facilitated and presented the Ministry of Communication with the latest in the Hospital management systems developed by SrishtiSoft to provide for the Egyptian public hospitals .


Company Details

SrishtiSoft Healthcare Management Information Systems (multinational)

India

More than 1000 employees

Healthcare and Medical Services

http://srishtisoft.com

Sep 2005 to Dec 2008 (3 years 3 months)
Medical Transcription Team Supervisor at Allied Information Technology Service - AITS

Experience Details

Medical Transcription Team Supervisor

Medical/Healthcare

Experienced (Non-Manager)

Joined the AITS 6 Month training to be immediately promoted to position as a Medical Transcription Quality Controller / Assurance Editor – MTQC/A within the first year I was promoted to Team manager, and later Supervisor. Worked with teams of 30 MT agents, managing daily MT quality target achievement, received excellent feedback from the client; St. Louis Missouri Neurosurgical department head, St. Louis Missouri pediatric hospital staff.
(08/2005-05/2007)

Managing Operation Transcribing medical files bounded by turnaround time, assuring quality of files (98% quality), targets were exceed according to SLA, and business grew from 300% in first quarter.
Supervising a production unit consisting of 300 transcribers on 24/5 Shift basis.

Liaising with Training department and directing operations.


Company Details

Allied Information Technology Service - AITS

Cairo, Egypt

11-50 employees

Healthcare and Medical Services

N/A

Aug 2005 to May 2007 (1 year 9 months)
Health, Safety & Environment Officer-2005 at Sea Gas

Experience Details

Health, Safety & Environment Officer-2005

Training/Instructor

Experienced (Non-Manager)


Training on site workers basic health and safety protocols.

Supervising on site workers and conformance to safety measures.

Archiving and maintenance of Health, Safety, and Environment reports.

Reporting to HSE manager.


Company Details

Sea Gas (multinational)

Damietta, Egypt

More than 1000 employees

Construction - Industrial Facilities and Infrastructure

http://www.hydrocarbons-technology.com/projects/seagas/

Jan 2003 to Jan 2005 (2 years)
Exam Supervisor at British Council Alexandria

Experience Details

Exam Supervisor

Education/Teaching

Experienced (Non-Manager)

Supervising IGCSE examinations


Company Details

British Council Alexandria (multinational)

Alexandria, Egypt

More than 1000 employees

Education

http://www.britishcouncil.org.eg

Apr 2003 to Jul 2003 (3 months)

Achievements


The teams were reorganized to achieve the best results for the month, I was able to manage them, before I disagreed with management about the priorities to revise and raise the salary scales, and provide the basic work tools ( new chairs instead of the broken call center chairs, and headsets for the agents). The telesales team were able to perform 225% more calls than the previous month since the 3 years of operations.



Achieved business readiness and launched the project, achieving marketing and sales goals, for 2 consecutive years



Project was successful in reaching the fiscal sales target, and gained market share among the competitors.


As a trainer, it required great leadership skills to direct new hire trainees to achieve the best grades, developing their personal skills on the subject matter, I was able, with team collaborations with other trainers, to create a healthy competitive environment motivating the trainees to compete, and in the process develop faster, preparing them for the upcoming training challenges. We succeed, as a team, in transforming these young new hires into trainees able to adapt to the job environment and comply with the basic policies of their employer.


Migrated successfully from Oracle 11i & Oracle 12 to SalesForce.com.
The CRM project was a great success with outstanding business results – reducing normalization rates in the contact centers from 6 weeks for last case management tool change to 2 weeks.



Provided excellent support, service and business insight for Cisco global bookings and fiscal operation. I worked on program and process improvements and managed a large support staff with superior results.

Developed Cisco CS agents & Cisco CS Escalation team;

Developed Team leaders & guided and supported their professional development;

Developed escalation Team leader, German Team Leader, Portuguese Team Leader.


Trained the newly graduated dentists, on 4 handed dental assistance, and the infection control and sterilization techniques.



Trained the medical transcription teams on marketing the new product.


achievement, received excellent feedback from the client; St. Louis Missouri Neurosurgical department head, St. Louis Missouri pediatric hospital staff.
(08/2005-05/2007)


Completed the man hours without any Health or safety incidents.


Education

MBA in Marketing

Education Details

MBA

Marketing

Arab Academy for Science, Technology and Maritime Transport, Egypt

A / Excellent / 85 -100%

International Marketing (MKT93

N/A

Arab Academy for Science, Technology and Maritime Transport
2008 - 2011
Bachelor of Dental Surgery in Dentistry

Education Details

Bachelor of Dental Surgery

Dentistry

Alexandria University - faculty of Dentistry, Egypt

C / Good / 65 - 75%

N/A

N/A

Alexandria University - faculty of Dentistry
1990 - 1998
High School - IGCSE

High School Details

IGCSE

International School of Choueifat

United Arab Emirates

1990

A / Excellent / 85 -100%

I was a very active child, loved reading at the library play sports, basketball, volleyball, football, and I excelled in swimming lifesaving certify first level Gymnastics, 2nd place chess

International School of Choueifat
1990

Certifications

Tofel
Aug 1990

Certificate details

Tofel

Aug 1990

610 out of 670

N/A

N/A

TOFEL

N/A

MBA
Feb 2011

Certificate details

MBA

Feb 2011

3.52 out of 4

N/A

N/A

Arab Academy Of Science, Technology & Maritime Transport

N/A

Training and Courses

Training/Course Details

Inspiring Leadership Course

Jan 2011

AmCham Egypt

N/A

Training/Course Details

Lean Six Sigma Yellow Belt

Mar 2011

House of Skills

N/A

Training/Course Details

Lean Six Sigma Fundamentals

Oct 2016

LinkedIn

N/A

Training/Course Details

Customer Service over the Phone

Oct 2016

LinkedIn

N/A

Training/Course Details

Asking Great Sales Questions

Oct 2016

LinkedIn

N/A

Training/Course Details

Customer Service Fundamentals

Oct 2016

LinkedIn

N/A

This profile is fresh!
Last update 5 days ago.

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Profile Skills and Keywords

AdaptiveAdministrationAndalusia Group For Medical ServicesArabicAsking Great Sales QuestionsBritish Council AlexandriaBritish Council CairoBusinessBusiness DevelopmentBusiness Development ManagerBusiness PlanningBusiness Services - OtherCRMCall Center ManagementCanadian Petroleum Services Inc.Cisco CS Team ManagerCoachingConstruction - Industrial Facilities And InfrastructureConsulting ServicesCustomer ServiceCustomer Service FundamentalsCustomer Service Over The PhoneCustomer-orientedDental Clinic ManagerDentistryDeputy General Manager OperationsDetails-orientedE- MarketingE-commerceEducationEnglishExam SupervisorExamination InvigilatorExcelFlexibleHealth, Safety & Environment Officer-2005Healthcare And Medical ServicesHuman ResourcesInformation Technology ServicesInspiring Leadership CourseInternetLeaderLean Six Sigma FundamentalsLean Six Sigma Yellow BeltMBAManagementManagerMarketingMedicalMedical Transcription Team SupervisorMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft WordMusicOffshoringOil And GasOnline MediaOracleOutsourcingProblem SolverRegional Call Center ManagerRegional Sales And Marketing ManagerRetailSalesSales & MarketingSea GasSrishtiSoft Healthcare Management Information SystemsSupportTeam BuildingTeam LeadershipTechnical Team Leader / CRM Change LeadTofelTrainerTrainingTraining And CoachingXceed Call CenterXceed Contact Center

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Advanced

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

More than 7 years

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Marketing

Marketing

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Training

Training

: Expert

: Extreme - I love it!

:

More than 7 years

Management

Management

: Expert

: Extreme - I love it!

:

More than 7 years

Business Planning

Business Planning

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

More than 7 years

CRM

CRM

: Advanced

: Extreme - I love it!

:

5-7 years

Oracle

Oracle

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Intermediate

: High

:

5-7 years

Fields of Expertise

Management

Management

: Expert

: Extreme - I love it!

:

More than 7 years

Call Center Management

Call Center Management

: Expert

: Extreme - I love it!

:

3-5 years

Marketing

Marketing

: Expert

: Extreme - I love it!

:

More than 7 years

Team leadership

Team leadership

: Expert

: Extreme - I love it!

:

More than 7 years

Training

Training

: Expert

: Extreme - I love it!

:

More than 7 years

Coaching

Coaching

: Expert

: Extreme - I love it!

:

More than 7 years

Team building

Team building

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Excel

Excel

: Advanced

: Extreme - I love it!

:

More than 7 years

E- Marketing

E- Marketing

: Intermediate

: Extreme - I love it!

:

3-5 years

Key Skills

Leader, Customer-oriented, Problem Solver, Flexible / Adaptive, Details-oriented

Online Presence

https://eg.linkedin.com/in/karim-samir-zidan-كريم-سمير-زيدان-1b381418https://www.facebook.com/zeinzidan

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