Basic Info

Name: Amr Onsy

Professional Experience: 12 years

Location: 6th of October City, Egypt

Highest Education: Bachelor's Degree

Career Level: Manager

Work Experience

Customer Service Manager at Wadi Degla

Experience Details

Job Title: Customer Service Manager

Job Role: Customer Service/Support

Career Level: Manager

Job Details: Scope:
Leading both, the Office Based team, & the Club based teams, and in charge as well of the Call Center, responsible for setting the Vision, Mission, & Strategy of the department. Ensures that the department’s KPIs are met, identifies, Points of strength, weakness, opportunities, & threats to make sure the department adds value & competitive advantage to the Enterprise at an efficient cost.

Job Description:
• Develops strategies, policies, & approaches for both the C.C & C.S departments to ensure optimal performance, result, & revenue.
• Running cost efficient operations, and providing cost/ benefit analysis to the Top management.
• Manages operations through performance metrics that identifies deviation from target and ensure that corrective action is taken.
• Follow up on the operational plans set by the Section Head.
• Assumes direct responsibility for the C.C & C.S departments.
• Provides leadership towards the department & ensures the vision is clear to everyone and everyone is working to achieve it.
• Performing capacity planning for the 2 departments.
• Interviewing & hiring staff.
• Responsible for developing supervisory staff through training, on-job training, & coaching.
• Appraising performance of the Section Head, Business Analyst, & Senior In-Office Officer.
• Ensures budget goals are achieved.
• Comparing strategy’s objectives achievement to reality and work on closing the gaps.
• Sets objectives for the staff.
• Provides accurate monthly reports to top management.

Company Details

Name: Wadi Degla

Location: Maadi, Cairo, Egypt

Size: More than 1000 employees

Industries: Recreational Facilities and Services

Website: wwww.wadidegla.com

Oct 2015 to present (1 year 9 months)

Customer Service & Call Center Operations Section Head at Misr-Italia Group

Experience Details

Job Title: Customer Service & Call Center Operations Section Head

Job Role: Customer Service/Support

Career Level: Manager

Job Details: The main purpose of the role is to lead the Customer Service department as well as the Call Center in the aim to maximize the company’s revenue through spreading word of mouth, cross-selling, up-selling, & managing the referral program.

Job Duties include the following:
• Leading Customer Service C.S. & Call Center C.C. departments
• Setting Customer Service & Call Center Policies & strategies.
• Setting the Customer Service inter-departmental processes.
• Manage the team’s collection handling.
• Cross selling & Upselling the company's products to our selected pool of customers.
• Driving Customer Satisfaction.
• Creating & Implementing Loyalty & referral programs to generate revenue.
• Follow up on the day to day activities & reports for C.S. & C.C. departments
• Revamp the process & Service manuals for Customer Service & Call Center departments.
• Set Action plans to develop the Call Center & Customer Service department.
• Create inter-departmental processes between the C.S./ C.C. departments and other departments.
• Forecasting of the calls received by Call Center.
• Revamp the quality metrics of the C.S. & C.C. departments.
• Appraisal & Evaluation for C.S. supervisor & C.C. Manager
• Attend One-to-One meetings between executives & supervisors.
• Set suitable performance metrics & report the status to top management.

Company Details

Name: Misr-Italia Group

Location: Cairo, Egypt

Size: 101-500 employees

Industries: Real Estate/Property Management

Website: N/A

Jun 2014 to Oct 2015 (1 year 4 months)

HTC Technical Expert (TL Grade) at Raya Contact Center

Experience Details

Job Title: HTC Technical Expert (TL Grade)

Job Role: Customer Service/Support, Operations/Management

Career Level: Manager

Job Details: Job summary:
A Technical Expert is a merger between a trainer & a regular team leader, I was Leading 3 teams of International Account Advisors (Greek, South East Europe, Middle East), with the purpose of enhancing their overall performance, and making sure they meet if not exceed their metrics.
I was also a focal point conveying new HTC programs to the entire project, and following up in its implementation.

Job duties included the following:

• Leading 3 teams of Customer Care/ Technical Support representatives.
• Conducting one to one meetings & coaching sessions to ensure performance KPIs are met & enhance performance.
• Analyzing CRM data to spot issues in product or process, report issues to client, create & implement action plans to eliminate them.
• CSAT survey data analysis to increase & maintain high level of CSAT.
• Focal point to convey to the HTC different customer complaints, designing & implementing action plans to overcome the recurrent issues.
• Creating & implementing processes to apply new services or ensure the proficiency of current ones.
• Work with HTC to make sure the representatives are up to date with the latest technical information.
• Calculate the performance metrics with the team leader and make sure the required scores are met, and create action plans to rectify deviations.
• Reference to the quality department in monitored transactions.
• Monitor scored transactions for both Quality Executives & Team Leaders to make sure the scoring is following the correct process.
• Designing training presentations & Conducting sessions to representatives across HTC for new software, updates, product knowledge, and technical troubleshooting techniques.
• Conducting tests for the representatives, monitoring their calls, conducting test calls.
• Making sure the overall quality of the transactions (Mails/ Calls) is consistent and meets the client requirements

Company Details

Name: Raya Contact Center

Location: 6th of October, Egypt

Size: N/A

Industries: Consumer Services , Outsourcing/Offshoring , Telecommunications

Website: N/A

Oct 2010 to Jun 2014 (3 years 8 months)

International Account Advisor/ Customer Care Manager at Raya Contact Center

Experience Details

Job Title: International Account Advisor/ Customer Care Manager

Job Role: Customer Service/Support

Career Level: Entry Level

Job Details: Job summary:
Handling complains & enquiries of HTC’s customer in the UK, Romania, Croatia, Serbia, & Bulgaria, as well as solve any technical issues.

Job duties include the following:
• Following up on the customer satisfaction survey to analyze reasons of dissatisfaction.
• Calling dissatisfied customers to learn the reason for their dissatisfaction & solve it.
• Following up with the repair center to make sure the customers receive back their product without any issues & on time.
• Solving the technical issues customers face with their phones.
• Providing any information the customers enquire about whether regarding the functionality of the phone, key selling features, or the repair process.
• Answering customer’s emails efficiently and correctly to ensure solution of their issues.

Company Details

Name: Raya Contact Center

Location: 6th of October, Egypt

Size: N/A

Industries: Consumer Electronics , Outsourcing/Offshoring , Telecommunications

Website: N/A

Jul 2009 to Oct 2010 (1 year 3 months)

Operation & Sales Manager at Salsabil for Agricultural Services

Experience Details

Job Title: Operation & Sales Manager

Job Role: Operations/Management

Career Level: Manager

Job Details: Management of the field operations through managing the Supervisors & Agricultural engineers.
Management of the Sales team, including setting targets, and monitoring their KPIs.
Handling Key Accounts.
Aligning both operation targets and sales targets to correspond to market needs.
Reporting the performance to the GM.

Company Details

Name: Salsabil for Agricultural Services

Location: Giza, Egypt

Size: 11-50 employees

Industries: Agriculture/Fishing/Farming

Website: N/A

Jan 2006 to Mar 2009 (3 years 2 months)

Sales account Manager at Salsabil for Agricultural Services

Experience Details

Job Title: Sales account Manager

Job Role: Sales/Retail

Career Level: Entry Level

Job Details: Organizing sales visits
Demonstrating/presenting products
Establishing new business
Maintaining accurate records
Reviewing Sales Performance
Negotiating contracts

Company Details

Name: Salsabil for Agricultural Services

Location: Giza, Egypt

Size: 11-50 employees

Industries: Agriculture/Fishing/Farming

Website: N/A

Nov 2003 to Jan 2006 (2 years 2 months)

Area Manager at Enser for environmental services

Experience Details

Job Title: Area Manager

Job Role: Customer Service/Support, Operations/Management

Career Level: Experienced (Non-Manager)

Job Details: 1-Managing and monitoring the field operations and ensure their completion.
2-supervision of the supervisors and workers as well as solving any problem that may occur.

Company Details

Name: Enser for environmental services (multinational)

Location: Cairo, Egypt

Size: 101-500 employees

Industries: Environmental Services

Website: N/A

Jul 2003 to Oct 2003 (3 months)

Education

MBA in Marketing

Arab Academy for Science, Technology and Maritime Transport

2013 - 2014

Civil Engineering in Civil Engineering

Ain Shams University

1997 - 2002

High School - Thanaweya Amma

Badr Al-Islam Language School

1997

Certifications

Dutfa

Jun 2009

Certificate details

Certificate Name: Dutfa

Date Awarded: Jun 2009

Score: N/A

Result URL: N/A

Result ID: N/A

Organization Issuing Certificate: French center of culture and cooperation Cairo, Egypt With the cooperation of the university of LyonII,France.

Description: Diplome of translation from French to Arabic,2nd level.
“Diplome Universitaire de Traduction Francais-Arabe,
DUTFA 2” “International Relations and Economic
translation”