Basic Info

Rafik Beshara

10 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

Projects Manager at Raya

Experience Details

Projects Manager

Operations/Management

Manager

o Communicate with the call center clients concerning the business / operational results
o Supervises and directs the activities of the project’s TL
o Assist in hiring the needed resources
o Responsible for setting the weights for TL, Seniors and advisors monthly objectives as well as calculating the monthly variables for his TLs as well as sending the warning letters for advisors and seniors not meeting 80% of their target
o Appraising the TLs on annual basis

Technical and Professional
o Maintaining table F of the project and ensuring the enclosed targets are being met as well as performing the CUIKA exercise on it
o Apply the problem solving technique whenever any KCRP is experiencing a wide variation. And document the case
o Achieve the targets communicated by the Operations manager
o Ensuring that corrective actions are being taken by the TL in the process of monitoring and coaching the advisors
o Ensuring that the TLs are adhering to the monitoring schedule as communicated by the WF unit as well as properly managing their advisors to adhere to the communicated schedules
o Assist in developing the project’s service manual and maintaining the operational part in it
o Ensure that the K base of his projects is up to date
o Maintaining the COGs % of the project as agreed with the sales account manager
o Analyze the cost / call and the Rev / call of his projects on monthly basis to ensure target GP% are met
o Analyze Cost of absenteeism on monthly basis and take the necessary action once it has been found to negatively affect the GP of the project
o Act as the focal point for the client in filing complaints
o Act as the focal point with the supporting functions for any project / advisor related issue (including issuing the monthly invoice)
o Act on any negative feedback received from the QA dept. on the monthly end user satisfaction survey to ensure better results the following month
o Holding the start-up, the regular and the quarter CRM meetings with the clients to review the operations results and means for enhancement – if needed
o Continuously monitor his propjet's RTD (Real Time Display) to take necessary actions when SLAs are found to fall below the required bands
o Take necessary action on transaction monitoring feedback once there has been an issue on the project's level
o Hold and document one to one meeting with his relevant TLs to communicate feedback based on monthly performance assessment even of the TLs are meeting the required targets
o Holding a weekly meeting with the TLs to review the operations results and means for enhancement – if needed
o Responsible for ensuring that End-User Privacy policies are properly implemented (COPC 2.7)
o Ensure that all team members adhere to RCC policies or else the proper penalties are to apply


Company Details

Raya

Cairo, Egypt

More then 1000 employees

Consumer Services

http://www.rayacorp.com/

Aug 2004 to present (12 years 4 months)
Project Manager at Raya Integration

Experience Details

Project Manager

Operations/Management

Manager

• Plan, execute, and finalize


Company Details

Raya Integration (multinational)

Cairo, Egypt

More then 1000 employees

Information Technology Services

N/A

Jul 2011 to present (5 years 5 months)
Call Center Agent at Plutus Systems

Experience Details

Call Center Agent

Customer Service/Support

Entry Level

N/A


Company Details

Plutus Systems (multinational)

United Arab Emirates

11-50 employees

Information Technology Services

N/A

Aug 2003 to Aug 2004 (1 year)

Achievements


I have an achievement in sport ( 3 Championships in Squash ) I have joined the Top Achiever club with my current employer and been promoted to travel to Italy High performance with my current customers portfolio

Education

MA in accounting

Education Details

MA

accounting

Sorbonne, France

C / Good / 65 - 75%

Accounting, Audit and Control

N/A

Sorbonne
2005 - 2008
BA in Accounting

Education Details

BA

Accounting

Ain Shams University, Egypt

C / Good / 65 - 75%

Accounting

N/A

Ain Shams University
1995 - 1999
High School - Other

High School Details

Other

Saint paul

Egypt

1992

B / Very Good / 75 - 85%

N/A

Saint paul
1992

Certifications

PMP
Oct 2010

Certificate details

PMP

Oct 2010

N/A

N/A

N/A

American Chamber of Commerce

N/A

CCNA
Jan 2015

Certificate details

CCNA

Jan 2015

N/A

N/A

N/A

N/A

ITIL
Jan 2016

Certificate details

ITIL

Jan 2016

N/A

N/A

N/A

N/A

Training and Courses

sales at elahram
Sep 2002

Training/Course Details

sales

Sep 2002

elahram

N/A

Training/Course Details

PMP

Oct 2010

American Chamber

N/A

Training/Course Details

Negotiation skills

Jan 2012

Raya Academy

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAnalyticalArabicBusiness-orientedCCNACRMCall CenterCall Center AgentCisco ProductsConsumer ServicesContacts With OthersCustomer ServiceEnglishFrenchHard WorkerITITILInformation Technology ServicesInter NetworkingInternetLeaderLearningManagementMicrosoft ProjectMusicNegotiation SkillsOffice 2010PMPPlutus SystemsProactivityProblem SolverProject ManagementProject ManagerProjects ManagerRaya IntegrationSalesSharePointSportSupportTeam Leadership

Self-assesed Skills

Languages

French

French

: Fluent

: Advanced

: Fluent

: Advanced

English

English

: Fluent

: Advanced

: Fluent

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Office 2010

Office 2010

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Project

Microsoft Project

: Advanced

: Extreme - I love it!

:

More than 7 years

CRM

CRM

: Advanced

: Extreme - I love it!

:

5-7 years

SharePoint

SharePoint

: Beginner

: Medium

:

1-3 years

Fields of Expertise

project management

project management

: Expert

: Extreme - I love it!

:

More than 7 years

Team Leadership

Team Leadership

: Expert

: Extreme - I love it!

:

5-7 years

Call Center

Call Center

: Expert

: Extreme - I love it!

:

More than 7 years

Inter Networking

Inter Networking

: Intermediate

: Extreme - I love it!

:

1-3 years

Cisco Products

Cisco Products

: Beginner

: High

:

1-3 years

Key Skills

Analytical, Leader, Business-oriented, Hard worker, Problem Solver

Online Presence

eg.linkedin.com/pub/rafik-beshara/18/5b7/198/http://facebook.com/rafraf555

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