Waleed Abdelsalam

Life Style

• Customer Service and Call Center Operations ManagerFull Time

  Jul 2012 - Present -12 yrs, 11 months

  Egypt , Cairo

  • Job Details:Job responsibilities and Achievements • Leading team consist of 5 Agents. Leading multi chain call center serving Four brands Auntie Anne’s, Grizzly, shawarmaister and shou helow. Leading call center with 16 working hours/day. Leading multi-task call center (inbound and outbound) multi service (Orders, feedback, follow-up calls, requests, information, suggestions, monitoring company performance, promotions, campaigns feedbacks, complaints(receiving, reporting, history, handling the complaints). • Providing many call center services (Home Delivery-Office delivery-In store pick up- On time orders-Dining reservations- Advance orders). • Take necessary actions to use on line ordering websites and deal with E-Sales companies (Otlob- kaza order- hello food- 7essaby) to maximize sales and reach to new customers segments. Keep e-sales companies updated with company brands updates. • Check the readiness of current team to implement company strategy, take the necessary actions to achieve company goals. • Build well trained, strong team, empowered, aware, knowledgeable, and skill-able team to do multi tasks in same time. Able to use new business software, understands new technologies, build team can use English in business, able to depend on many communications ways (direct-phone-nonverbal-electronic) and rebuild the team if needed. • Build and maintain positive, competitive work atmosphere, fair treatment, and clear, announced easy, accurate, work procedures. Provide maximum training levels for call center agent to empower them to do the requested tasks and to be more creative. Train agents on how to use work systems Like POS (RM software, Reports, Avaya). • Increase team work principles awareness. • Define the acceptable, not acceptable performance and attitude for agents. • Design call center KPI’s programs, design call center incentives programs. • Create and design call center department system such as career path, terms of promotions, set competition terms for best performers in order to choose the most suitable employee to occupy the valid vacancies. Create clear and fair procedures, development rules, promotions, salaries, compensations for call center team. Create needed forms for interviews, Exit interviews, and Employee surveys. Conduct agent’s performance appraisals. Create agents hiring requirements, conduct the interviews for new agents, conduct the orientation for new agents, set the training calendar and train the new agents. • Conduct periodical meetings to announce the great performance and best performer to build culture of reward and punishment. • Maximize call center contribution in monitoring company performance in order to create needed reports to deliver it to board of management on daily basis and up to situation needs. • Maximize Call center sales contribution share in company brands sales targets. • Minimize call center operating costs, salaries budget, maintenance fees, and maintain call center assets. • Maintain company investments in call center people, assets, soft and hardware, maintain customer database, system database, and call recording system. • Increase company awareness with new call center and operation technologies (software-hardware) in order to maintain the highest performance of call center to be up to dates as needed as possible in accordance with company budget and expenses plan. • Conduct daily, weekly, monthly meetings to discuss team performance and attitude feedbacks, also one to one discussions to provide clear and smart development action plan in order to enhance performance and adapt the attitude as much as possible. Conduct follow-up meetings to discuss what has been done in the development plan, what is the points still under expectation in order to create new action plan to correct the development process if needed (one by one or group). • Conduct “think out of the box” open discussion meetings (regular basis) to give call center team the chance to speak out new ideas, complaints, comments, suggestions, criticism and express themselves as they are biggest assets of company then report meeting minutes to company owner and let them know the company feedback on their points as much as possible. (You can consider it as free and open talking). • Provide enough training for call center agents on calls quality assurance program. • Set quality assurance inspection system for inbound, outbound calls, create needed forms, fair procedures to measure call quality, announce results to agents with smart action plan, and publish needed reports to board of management. • Follow pro-act management style. • Setting weekly scripting items to be offered by agents to drive up sales, customer awareness. • Design call scripting (scenarios) for each situation to help agent to handle any situation proficiently.
• Training ManagerFull Time

  May 2012 - Present -13 yrs, 1 month

  Egypt , Cairo

  • Job Details:• Conduct and supervise training and development programs for employees. • Conduct orientation, operation sessions theoretical and practical training. • Conduct H.A.C.C.P and mini H.A.C.C.P sessions. • Design training charts that makes training information easy to catch for new comers. • Design training material for overseas teams for international partners. • Enhancing productivity and quality of work, and building loyalty to the firm. • Develop employee’s skills through setting, following clear, detailed operation training calendar. • Plan, organize, and direct a wide range of training activities. Trainers conduct orientation sessions • Arrange on-the-job training for new employees. • Design implementation guides for new items in order to get the franchisor approval. • Keep operation team updated with master brand updates regarding to operation procedures, training issues, new item, new procedures. • Translate master brand newsletters and design needed forms for that purpose to guarantee easy, smooth data, knowledge transferring. • Design and communicate operation memos with related departments. • Conduct training sessions for both new and exist staff, crew members or management team. • Prepare needed guides and Conduct training sessions for crew, management teams for how to use POS system, how to get and read operation systems different reports. • Train new management members on programs and inspection checklists like o Profit and loss statement o Profit and loss analysis o Quality Assurance o Operation Assessment o Home delivery. o Opening checklist. o Operation plates o R.V.R and other. • Conducted photo shoots sessions for new items in order to prepare the implementation guides and training guides (How to do guide, step by step) in order to get the franchisor approval. • Conduct basic training for new crew member and new management team members, conduct training for approximately 250 new members divided in more than 20 batches. • Conduct refreshment training for exist operation members (Crew members and Management team). • Conduct around 250 local training days in Egypt with approximately 2250 training hours. • Conduct around 47 international training days In Jordan- United Arab of Emirates with approximately 425 training hours. • Ability to facilitate soft skills training (Seminars, sessions, Programs (. • Conduct theoretical and practical training for international franchise partners In Jordan and United Arab of Emirates.
• Store ManagerFull Time

  Mar 2011 - Jan 2012 -10 months

  Egypt , Cairo

  • Job Details:Reduce operation costs as per chain’s plan. Achieve all QSC Check objectives as planned. Teamwork orientation, training & development. Keep all products & items available for customers. Maximize sales figures as planned & analyze results. Conduct performance appraisal for all Team Members. Ensuring safety & security regulations in the restaurant. Analyze P&L statements, set plans to reduce the controllable. Self-development & developing management team. Handling all customer complaints, maintain customer satisfaction. Fulfill restaurant supplies (raw materials, packing, tools, equipment, etc.) The maximum number managed around 40+ team members. (Food and Beverage industry)
• Assistant Store ManagerFull Time

  Jan 2011 - Mar 2011 -2 months

  Egypt , Cairo

  • Job Details:Reduce operation costs as per chain’s plan. Achieve all QSC Check objectives as planned. Teamwork orientation, training & development. Keep all products & items available for customers. Maximize sales figures as planned & analyze results. Conduct performance appraisal for all Team Members. Ensuring safety & security regulations in the restaurant. Analyze P&L statements, set plans to reduce the controllable. Self-development & developing management team. Handling all customer complaints, maintain customer satisfaction. Fulfill restaurant supplies (raw materials, packing, tools, equipment, etc.) Maximum number managed around 40+ team members.