Basic Info

Amr Onsy

12 years

6th of October City, Egypt

Bachelor's Degree

Manager

Work Experience

Customer Service Manager at Wadi Degla

Experience Details

Customer Service Manager

Customer Service/Support

Manager

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

Wadi Degla

Maadi, Cairo, Egypt

More than 1000 employees

Recreational Facilities and Services

wwww.wadidegla.com

Oct 2015 to present (1 year 2 months)
Customer Service & Call Center Operations Section Head at Misr-Italia Group

Experience Details

Customer Service & Call Center Operations Section Head

Customer Service/Support

Manager

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

Misr-Italia Group

Cairo, Egypt

101-500 employees

Real Estate/Property Management

N/A

Jun 2014 to Oct 2015 (1 year 4 months)
HTC Technical Expert (TL Grade) at Raya Contact Center

Experience Details

HTC Technical Expert (TL Grade)

Customer Service/Support, Operations/Management

Manager

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

Raya Contact Center

6th of October, Egypt

N/A

Consumer Services , Outsourcing/Offshoring , Telecommunications

N/A

Oct 2010 to Jun 2014 (3 years 8 months)
International Account Advisor/ Customer Care Manager at Raya Contact Center

Experience Details

International Account Advisor/ Customer Care Manager

Customer Service/Support

Entry Level

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

Raya Contact Center

6th of October, Egypt

N/A

Consumer Electronics , Outsourcing/Offshoring , Telecommunications

N/A

Jul 2009 to Oct 2010 (1 year 3 months)
Operation & Sales Manager at Salsabil for Agricultural Services

Experience Details

Operation & Sales Manager

Operations/Management

Manager

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

Salsabil for Agricultural Services

Giza, Egypt

11-50 employees

Agriculture/Fishing/Farming

N/A

Jan 2006 to Mar 2009 (3 years 2 months)
Sales account Manager at Salsabil for Agricultural Services

Experience Details

Sales account Manager

Sales/Retail

Entry Level

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


Company Details

Salsabil for Agricultural Services

Giza, Egypt

11-50 employees

Agriculture/Fishing/Farming

N/A

Nov 2003 to Jan 2006 (2 years 2 months)
Area Manager at Enser for environmental services

Experience Details

Area Manager

Customer Service/Support, Operations/Management

Experienced (Non-Manager)

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

Enser for environmental services (multinational)

Cairo, Egypt

101-500 employees

Environmental Services

N/A

Jul 2003 to Oct 2003 (3 months)

Education

MBA in Marketing

Education Details

MBA

Marketing

Arab Academy for Science, Technology and Maritime Transport, Egypt

B / Very Good / 75 - 85%

N/A

Ongoing

Arab Academy for Science, Technology and Maritime Transport
2013 - 2014
Civil Engineering in Civil Engineering

Education Details

Civil Engineering

Civil Engineering

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
1997 - 2002
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Badr Al-Islam Language School

Egypt

1997

A / Excellent / 85 -100%

N/A

Badr Al-Islam Language School
1997

Certifications

Dutfa
Jun 2009

Certificate details

Dutfa

Jun 2009

N/A

N/A

N/A

French center of culture and cooperation Cairo, Egypt With the cooperation of the university of LyonII,France.

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

Training and Courses

Training/Course Details

Project Management

Apr 2012

American Chamber

N/A

This profile is fresh!
Last update 9 days ago.

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Profile Skills and Keywords

Achieving ResultsAdaptiveAgricultureArabicArea ManagerBusiness DevelopmentBusiness-orientedCRMCall CenterCivil EngineeringCommunicating With OthersConsumer ElectronicsConsumer ServicesCustomer ServiceCustomer Service & Call Center Operations Section HeadCustomer Service ManagerDutfaEnglishEnser For Environmental ServicesEnvironmental ServicesFarmingFishingFlexibleFrenchHTC Technical Expert (TL Grade)Hard WorkerInternational Account Advisor/ Customer Care ManagerLanguagesLeaderMBAMS ProjectManagementMarketingMicrosoft ExcelMicrosoft OfficeMicrosoft PowerPointMicrosoft VisioOffshoringOperation & Sales ManagerOutsourcingPlannerProject ManagementProperty ManagementQuality AssuranceReal EstateRecreational Facilities And ServicesRetailSalesSales Account ManagerSupportTeam ManagementTechnical SupportTechnologyTelecommunicationsTraining

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Advanced

: Intermediate

: Fluent

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Visio

Microsoft Visio

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

CRM

CRM

: Expert

: Extreme - I love it!

:

5-7 years

MS Project

MS Project

: Beginner

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Technical support

Technical support

: Expert

: Little

:

1-3 years

Call Center

Call Center

: Expert

: Extreme - I love it!

:

5-7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Quality Assurance

Quality Assurance

: Expert

: Extreme - I love it!

:

3-5 years

Sales

Sales

: Advanced

: Little

:

3-5 years

Management

Management

: Advanced

: High

:

3-5 years

Training

Training

: Advanced

: Extreme - I love it!

:

5-7 years

Project Management

Project Management

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Leader, Planner, Business-oriented, Hard worker, Flexible / Adaptive

Online Presence

eg.linkedin.com/in/amronsywww.facebook.com/amr.m.onsytwitter.com/amronsy

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