Karim Ali

Operations ManagerFull Time

• Job Details:Managed seller operations functions, setting up suitable KPIs and improving the seller experience. - Directed the fulfillment and reverse functions, maintaining processes and daily operations. - Oversaw processes and daily operations for continuous improvement. - Achieved KPI targets through strategic planning and execution. Team Leadership: - Managed and scaled up team leads by providing opportunities for growth and development. - Conducted weekly meetings focused on improvement and awareness. - Provided training and knowledge to empower teams. Escalation and Onboarding: - Managed escalation and onboarding functions in the initial stages. - Contributed to enhancing the onboarding process by testing and sharing ideas for new software -with stakeholders from tech and operations. Data Analysis and Reporting: - Built dashboards for easy tracking and better visibility using BigQuery, spreadsheets, and Google Data Studio. - Worked with critical and complex data to solve payment and stock issues. - Enhanced the seller journey by analyzing historical data and providing solutions. - Payments and Reconciliation: - Managed payment issues and the reconciliation process.

Operations Excellence ManagerFull Time

• Job Details:Sketch the customer journey and optimize every process to align with the company's vision. Revisit and track the best routes for customers monthly, analyzing the impact. Manage communication with stakeholders to ensure the quality of the customer journey. Set quality standards for operations. Search for and manage the best tech solutions that align with the OKRs. Oversee two lines of business (Operations, Telehealth team) with a headcount of 50+ members. Lead field representatives across Egypt, ensuring workflow adherence to KPIs. Fix team KPIs and manage updates for day-to-day operations, communicating with concerned parties. Contribute to process improvement. Manage the forecast and scheduling of two LOBs. Generate reports and track the performance of operations. Provide consultancy and inputs to enhance operational efficiency.

Customer Service Team ManagerFull Time

• Job Details:Handled day-to-day operations to ensure adherence to the best quality standards. • Met operational OKRs, achieving targets such as order control from sales, customer experience, FCR (first call resolution), IR (issue resolution), quality performance, AHT (average handle time), absenteeism, adherence, and credit reduction. • Monitored call quality, call levels, and response rates, supporting the team in delivering excellent customer service. • Identified areas of development within current processes and implemented solutions and/or training for continual improvement. • Ensured all customer interactions adhered to internal quality standards, focusing on near-perfect customer satisfaction scores. • Identified issues within current working practices that might impact service delivery and provided solutions for continual improvement and excellent customer service. • Provided necessary knowledge and system hacks to agents to improve product awareness. • Reported any spike or increase in call rates, ensuring these are not for specific reasons; if so, escalated to the right channels for resolution. • Took necessary decisions to maintain SLA in case of any situation and reported it to workforce management. • Solved escalations from email and management-assigned tasks. • Implemented management changes or communications on the floor and completed administrative tasks as required, coordinating with other departments. • Identified and set required KPIs and standards for the contact center. • Created dashboards and analyzed insights using Tableau, Google Suite tools, and Excel.