Basic Info

Bassem ElKheshen

8 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

QHSE Manager at Sharaf Travel (UAE)

Experience Details

QHSE Manager

Quality

Manager

 Feedback quality problems to the production team and find a solution to improve quality level.
 Monitor transactions with customer (inbound/outbound Calls, Emails, Faxes etc.… )
 Conduct IMS training and quality training for all new joiners.
 Receive customers complaints identify Root cause analysis and record all corrective/preventive actions
 Acting as Management representative
 Implemented and managing IMS (integrated management system) ISO 9001:2008, ISO 14001:2004, OHSAS 18001:2007.

 Recommending improvement revenue generation options & customer satisfaction improvement
processes to ensure we meet the standards required.
 Motivating agents & ensure they receive the correct training and development to excel in their
environment.
 Conduct IMS awareness trainings
 Set Annual HSE (Health, Safety and Environmental) targets
 Recommending product and process development based on customer feedback and analysis
trends.
 Providing TNA to training department on soft skill and Product Knowledge parameters.
 Conduct internal audits and supplier audits on a regular basis.


Company Details

Sharaf Travel (UAE)

Dubai, United Arab Emirates

501-1000 employees

Travel and Tourism

N/A

Mar 2013 to Mar 2016 (3 years)
Call Center Coordinator at Dubai Health Authority

Experience Details

Call Center Coordinator

Customer Service/Support

Manager

 Provided guidance and direction to Call Center staff in regards to scheduling, training, and Call Center operations;
 Monitored call center activities to ensure services are provided to customers on a timely basis and quality control standards are met.
 Assisted in securing and maintaining service level agreements (SLA) with various departments.
 Audit and Reviews calls received, schedules service, and assigned tasks to appropriate staff for action.
 Monitored status of all active requests revises priority status as needed; follows up on all service requests to ensure customer satisfaction.
 Coordinated with assigned staff on progress and changes in schedule / status.
 Delivered Soft Skills, Time management, leadership and product Training
 Developed Call Center policies and written standard operating procedures; prepared training manuals and other materials.


Company Details

Dubai Health Authority

Dubai, United Arab Emirates

N/A

Consumer Services

N/A

Aug 2012 to Mar 2013 (7 months)
Sales Trainer at Adidas Emerging Market LLC

Experience Details

Sales Trainer

Sales/Retail

Experienced (Non-Manager)

 Customer Service.
 Coaching teams to consistently achieve and succeed targets.
 Deliver seasonal training and updates.
 Product Knowledge.
 Business Writing.


Company Details

Adidas Emerging Market LLC

Dubai, United Arab Emirates

More than 1000 employees

Textile and Clothing

N/A

Apr 2011 to Aug 2012 (1 year 4 months)
Training Specialist/Supervisor at Teleperformance

Experience Details

Training Specialist/Supervisor

Customer Service/Support

Manager

 Successfully trained and licensed 9 Service/Sales Expedia.ca Classes.
 Coached teams to consistently achieve and succeed targets.
 Staff Supervision / Development.
 Devised and wrote training manuals, worksheets and workbook for specific training courses.
 Screened potential candidates over the phone
 Supported the recruitment team by conducting interviews for potential candidates


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Jan 2010 to Feb 2011 (1 year 1 month)

Education

BA in Psychology

Education Details

BA

Psychology

UWA, Australia

C / Good / 65 - 75%

N/A

N/A

UWA
2005 - 2009

Certifications

Certificate details

Internal Auditor ISO 9001

Mar 2014

N/A

N/A

N/A

DNV.GL

N/A

Certificate details

internal Auditor OHSAS 18001

May 2013

N/A

N/A

N/A

DNV

N/A

TICO
Mar 2010

Certificate details

TICO

Mar 2010

N/A

N/A

N/A

Travel Industry Council of Ontario

N/A

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

Jobseeker photo

Profile Skills and Keywords

ArabicAvayaBooksBusiness DevelopmentCall Center CoordinatorCommunicatorConsumer ServicesCustomer ServiceCustomer-orientedEnglishHealth And SafetyInternal Auditor ISO 9001Internal Auditor OHSAS 18001Microsoft ExcelOffshoringOutsourcingPresenterProblem SolverPsychologyQHSE ManagerQuality AssuranceQuality ControlRetailSabreSalesSales TrainerSupportSwimmingTICOTeam PlayerTeleperformanceTextile And ClothingTrainingTraining Specialist/SupervisorTravel And TourismVideo Games

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Sabre

Sabre

: Expert

: High

:

3-5 years

Avaya

Avaya

: Expert

: High

:

5-7 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

5-7 years

Quality Control

Quality Control

: Expert

: Extreme - I love it!

:

5-7 years

Training

Training

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Quality Control

Quality Control

: Expert

: Extreme - I love it!

:

5-7 years

Health and Safety

Health and Safety

: Expert

: Extreme - I love it!

:

1-3 years

Training

Training

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Communicator, Presenter, Customer-oriented, Problem Solver, Team Player

Online Presence

ae.linkedin.com/pub/bassem-el-kheshen/1a/a46/4b0/

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