Karim Youssef Ayad

CRM Delivery Customer Service Team Leader Full Time

• Job Details:• Assisting the Delivery Manager with inbound and outbound service activities, managing all operations of the Call center to provide excellent delivery service standards and enforcing a positive customer experience. • Mentoring all the new customer service executives by providing them with complete knowledge about the business, system, standards and motivating them by sharing best practices and offering advisory guidance on a daily / weekly basis to achieve set targets and standard levels. • Supervising the performance of the team members, providing remedial measures in case of any under performance and reporting the same to customer service manager. • Developing/ coordinating with teams/individuals to create and monitor tangible performance measurement parameters quantifying efficaciousness of training programs and effecting requisite modifications in the same through the performance management process. • Expounding operational performance of the team through close monitoring and updating the management with regular activity reports and ensuring lucid communication. • Regularly liaising with supervisors and colleagues to locate the source of the problems, designing foolproof solutions to resolve the same and thereby enhancing the quality of the work. • Resolving customer complaints and queries effectively within specified time frames, ensuring customer feedback is actively solicited, recorded and appropriately acted upon. • Devising effective performance management systems by identifying areas of improvement and implementing measures to enhance performance level of the customer representatives. • Developing and managing customer relationship management processes whilst enhancing the quarterly appraisal for the KPI of the customer service department and ensuring all customer complaints are efficiently responded with quality services. • Monitoring CRM system, ensuring consistent achievement of established productivity and quality standards. Responsible for achieving weekly targets of team and reporting sales. • Maintaining optimum levels of awareness and motivation among employees through up-gradation, training programs and clearly defined career growth paths.

Quality Assurance ExecutiveFull Time

• Job Details:• Recognized quality assurance and training parameters (script, process, data captured, score sheets, critical and non-critical items) essential to meet the clients requirement. • Trained/ supervised existing/new employees on quality skills in accreditation of numerous quality management system and customer specified quality requirements. • Ascertained that all job descriptions, internal policies and procedures are updated and reviewed, adapted measures to improve quality standards. • Initiated quality improvement cycle, defined problems and designed mistake proof improvement action plan. • Managed all project related documents and its subcontractors to develop stable/ reliable business connections with suppliers on a regular basis, to determine and optimize progress and plan future activities. • Resolved quality control issues through regular meetings with the management while continually enhancing the Quality Management System.

Dive GuideFull Time

• Job Details:• Managed fast tidal flows/currents both offshore and inshore and having knowledge of conditions related to poor underwater visibility. • Imposed operational limits by safe umbilical excursion limitations at various depths, directed the control of split level requirements to move between sites and water depths. • Monitored the diving activities including implementation of dive plan provided by dive supervisor and competent to carry out the planned task. • Ensured that their diving equipment is working correctly and is suitable for the planned dive and provided reports related to any equipment faults, other potential hazards, near misses or accidents to the upper management. • Responsible for logistics of equipment required including oxygen and first aid equipment, equipments, tools and tanks, boat's permissions and licenses, control food and beverage service level. • Ensured the diving regulations are followed and proper safety precautions are been taken for smooth functioning of diving. • Kept the logbooks up to date and presented it for signing by the diving supervisor after each dive and provided reports related to any medical problems or symptoms experience during or after the dive.