Basic Info

Bassem ElKheshen

10 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Director of Operations at SuperCoucou inc

Experience Details

Director of Operations

Operations/Management, Quality, Tourism/Travel

Manager

- Ensures that a company's everyday activities run smoothly.

- Create the business processes and documents for each department through analysis and collaboration

- Get involved in long-term business planning at the managerial and executive level

- Analyze the performance of support functions for departments such as human resources and make recommendations for improvement.

- Determine customer service requirements by maintaining contact with customers; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications

- Receive customers complaints identify Root cause analysis and record all corrective/preventive actions

- Revise and maintain quality records

- Analyse statistics or other data to determine the level of customer service your organization is providing

- Recommend improvement revenue generation options & customer satisfaction improvement
processes to ensure we meet the standards required.


Company Details

SuperCoucou inc (multinational)

Cairo, Egypt

11-50 employees

Travel and Tourism, Internet/E-commerce

www.supercoucou.com

Dec 2016 to present (1 year 1 month)
Quality Manager / HSE Manager at Sharaf Travel (UAE)

Experience Details

Quality Manager / HSE Manager

Quality, Tourism/Travel

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

http://www.sharaftravel.com

Mar 2013 to Mar 2016 (3 years)
Business Consultant at Dubai Health Authority

Experience Details

Business Consultant

Business Development, Operations/Management, Training/Instructor

Experienced (Non-Manager)

Recruiting DHA call centre launching staff members and being part of the interviewing process

Create best business practices process.

Creating learning materials such as training documents and presentations

Writing reports on data that affect business performance

Managed the launching teams on a project for the first 6 months

Producing written content and proposals.


Company Details

Dubai Health Authority

Dubai, United Arab Emirates

101-500 employees

Healthcare and Medical Services, Government

www.dha.gov.ae

May 2012 to Mar 2013 (10 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)
Trainer at Raya Contact Center

Experience Details

Trainer

Training/Instructor, Quality

Experienced (Non-Manager)

N/A


Company Details

Raya Contact Center

Cairo, Egypt

501-1000 employees

Outsourcing/Offshoring

N/A

Jan 2007 to Jan 2010 (3 years)

Achievements


Acquiring ISO 9001, ISO 14001 and OHSAS 18001 Certification for the organisation

Fully integrate and train employees on IMS system


Education

BA in Psychology

Education Details

BA

Psychology

Alexandria University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Alexandria University
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Orman

Egypt

2003

C / Good / 65 - 75%

N/A

Al Orman
2003

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

Training and Courses

Training/Course Details

Operation Management

Nov 2017

Indian Institute of Management, Bangalore

Understand key aspects of business operations and lean management including capacity, productivity, quality, and supply chain.

Jobseeker photo

Profile Skills and Keywords

AmadeusArabicAvayaBooksBusinessBusiness ConsultantCommunicatorCustomer ServiceDetails-orientedDirector Of OperationsE-commerceEnglishFMEAGovernmentHealth And SafetyHealthcare And Medical ServicesInternal Auditor ISO 9001Internal Auditor OHSAS 18001InternetManagementMicrosoft ExcelOffshoringOperation ManagementOutsourcingPlannerPresenterProblem SolverPsychologyQuality AssuranceQuality ControlQuality Manager / HSE ManagerSabreSix SigmaSuperCoucou IncSupportTICOTeleperformanceTourismTrainerTrainingTraining Specialist/SupervisorTravelTravel 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

Amadeus

Amadeus

: Expert

: Extreme - I love it!

:

3-5 years

FMEA

FMEA

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Quality Control

Quality Control

: Expert

: Extreme - I love it!

:

More than 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

Six Sigma

Six Sigma

: Expert

: Extreme - I love it!

:

5-7 years

Operation Management

Operation Management

: Advanced

: High

:

3-5 years

Key Skills

Planner, Communicator, Presenter, Problem Solver, Details-oriented

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