Basic Info

Hany Farouk

More than 15 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Customer Service & Commercial Head at DFS for call center and Business solutions Services ( Gulf , Egypt)

Experience Details

Customer Service & Commercial Head

Operations/Management, Customer Service/Support, Sales/Retail

Senior Management (e.g. VP, CEO)

• Brought the new company into existence by providing managerial oversight of the organization, process, technology, and facilities tracks.
• Built a plan and led the implementation of the outsourcing Call Center, and outstanding customer service level provided to our clients
• Utilize data/workforce management software to ensure optimal staffing during hours of operation.
• Ensure workflow procedures are implemented and maintained at a superior Customer service level.
• Develop a strong pipeline of opportunities within new and existing accounts within the company.
• Conducted comprehensive contact center and technology assessments and created roadmaps to guide future investment and phased implementation.
• Developed a comprehensive technology support model covering technology resiliency, proactive detection and prevention of service-affecting incidents, and incident management and reporting.
• Managing All Graphic design , social media, SEO, SEM, and digital marketing activities of company clients..
• Managing, and implementing OMNI channels Strategies within the company and its clients.
• Develops sales strategies, structure, systems, processes, and plans that ensure achieving of company sales goals and profitability.
• Responsible for the execution of sales strategies and plans.
• Analyzes sales statistics to determine business growth potential.


Company Details

DFS for call center and Business solutions Services ( Gulf , Egypt) (multinational)

Egypt

51-100 employees

Business Services - Other, Consumer Services

N/A

Oct 2016 to present (1 year 2 months)
Customer Service & Sales Operations Head at Aldeyaa Group-Dubai (Premium Channel Partner of Etislat UAE)

Experience Details

Customer Service & Sales Operations Head

Sales/Retail, Operations/Management, Customer Service/Support

Senior Management (e.g. VP, CEO)

Scope & Responsibilities:
• Supervision a team of 3 Supervisors, 40 agents towards achieving elegant service quality for SMB customers through individual Work, and whole team performance.
• Ensure workflow procedures are implemented and maintained at a superior quality level.
• Evaluate individual performance according to the performance agreement in parallel with CS department
performance to assure meeting the service level for every task accurately
• Develop and document workflow procedures to ensure customer’s needs are met.
• Participate in selecting appropriate territories to optimize market coverage, sales growth and indirect sales effectiveness.
• Implement and support the administration of Channel Partner Program .
• Develop detailed annual sales growth plans including strategic market segment, new product and market
• Conduct formal performance reviews with channel partner Teams, and associated field sales support resources to assess performance against annual sales growth plans and to drive corrective actions as appropriate.
• Work to assess competitive landscape and create unique value propositions that create competitive advantage within assigned geography
• Ensure compliance with all distribution policies and procedures
• Facilitate delivering the appropriate level of support resource Serve as the primary escalation point for issue resolution contacts .


Company Details

Aldeyaa Group-Dubai (Premium Channel Partner of Etislat UAE) (multinational)

Dubai, United Arab Emirates

51-100 employees

Telecommunications, Business Services - Other

N/A

Jan 2016 to Jul 2016 (6 months)
Group Customer Operations Director at Ahmed ElSallab Establishment For ( Ceramic & Porcelain )

Experience Details

Group Customer Operations Director

Customer Service/Support, Installation/Maintenance/Repair, Logistics/Supply Chain

Senior Management (e.g. VP, CEO)

Scope & Responsibilities:

• Managing all customers’ operations aspects for whole 7 Shopping Malls including customer service
Transportation, Receptions, call center, maintenance, aftersales services, and telesales.
• Managing a large team members under my management umbrella consists of Technicians, Drivers,
Representatives, Supervisors, Managers.
• Planning a business strategy module in order to ensure that all Orders, equipments, spare parts
Consumables, merchandise commodities, material and/or supplies with the objective are maintained in which
Can lead convenience for all customers
• Authorizing refunds, compensation, and re- returned products to customers.
• Analyzing key management information to see how well customers are being served ,Interact with key customer
Employees to maintain close and productive relationships.
• Work with IT resources to develop requirements to achieve maximum automation to reduce manual workflows.
• Ensure tight control over the company’s cash resources, with minimal cash outlay.
• Develop staffing models to ensure staffing levels are adequate based on volume and business levels.
• Develop and document workflow procedures to ensure customer’s needs are met.
• Ensure workflow procedures are implemented and maintained at a quality level.
• Participate in formulating and administering company policies and develop long range goals and objectives.
• Confer with and provide assistance to other executives and senior managers so that all company goals are met
in accordance with its strategic business plan.


Company Details

Ahmed ElSallab Establishment For ( Ceramic & Porcelain ) (multinational)

Cairo, Egypt

501-1000 employees

Consumer Services , Import and Export

N/A

Sep 2015 to Jan 2016 (4 months)
Director Of Customers Operations & Telesales & Maintenance at Raneen for TV Shop & Stores

Experience Details

Director Of Customers Operations & Telesales & Maintenance

Sales/Retail, Customer Service/Support, Installation/Maintenance/Repair

Senior Management (e.g. VP, CEO)

• Full preparations to launch the department with all of its sectors mainly the call center, customer
service, Telesales, And maintenance ...
• Handling Customers and maintain good relationship to ensure long term business.
• Work with sales, marketing managers to achieve budgeted sales targets within specified deadlines.
• Dynamic public speakers and comfortable when interacting in both one-on-one and groups
• Represent and Spoke on behalf the company in fairs, exhibits.
• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service
Department
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Maintains in-depth
Working knowledge of Company systems and processes.
• Sets performance standards to meet service goals of company. Coaches Customer Service Team in order to
Achieve high performance. Structures the training agenda for department members. Measures Customer
service Rep, Supervisor, and managers performance and makes employment decisions.

• Provides feedback to the company regarding service failures or customer concerns. Provides feedback to
Operations team to ensure all customers have accurate and timely information on order status and/or
changes. Works continually towards self-development to stay current on customer service, sales and
supervisory procedures & practices.


Company Details

Raneen for TV Shop & Stores

Giza, Egypt

101-500 employees

Consumer Services , FMCG, Wholesale Trade

N/A

Mar 2014 to Oct 2015 (1 year 7 months)
Onecard Support & Outsourcing ( BDO) Sr,Manager at NTG Group ( One Card )

Experience Details

Onecard Support & Outsourcing ( BDO) Sr,Manager

Customer Service/Support, Business Development, Operations/Management

Senior Management (e.g. VP, CEO)

Scope & Responsibilities:
• Managing Onecard contact center.
• Managing 4 outsourcing contact centers, Travian from Germany, R2 Squared from China. ,Ceasery from Japan, Softynx from South Korea..
• Create and managing new business plans to increase department duties, and enhancing its performance.
• Have an understanding of E-commerce systems along with the ability to manage and communicate
complex information to team members, colleagues and customers.
• Management of marketing campaigns, after sales calls, and customer satisfaction surveys.
• Demonstrate strong organizational and decision-making skills to Customer Care Centre.
• Coaching, , motivates, and recognizes, team members for their contribution to department for reaching the
highest performance level.


Company Details

NTG Group ( One Card ) (multinational)

Cairo, Egypt

51-100 employees

Financial Services

N/A

Jan 2009 to Jan 2013 (4 years)
Contact Center Manager at OSN - Egypt

Experience Details

Contact Center Manager

Customer Service/Support, Operations/Management

Manager

Contact Center Manager

Scope & Responsibilities:
• Managing OSN Call Center, and customer operations Department.
• Have an understanding of Pay TV systems along with the ability to manage and communicate
complex information to team members, colleagues and customers.
• Management of marketing campaigns, after sales calls, and customer satisfaction surveys.
• Quickly identify trends in reported faults and escalate issues in a timely and constructive manner.
• Demonstrate strong organizational and decision-making skills to Customer Care Centre.
• Coaching, motivates, and recognizes, team members for their contribution within the department.


Company Details

OSN - Egypt (multinational)

Cairo, Egypt

101-500 employees

Entertainment

N/A

Sep 2007 to Dec 2008 (1 year 3 months)
Call Center Senior Supervisor (Duty Manager) at Vodafone – Egypt

Experience Details

Call Center Senior Supervisor (Duty Manager)

Customer Service/Support

Manager

Call Center Senior Supervisor


Company Details

Vodafone – Egypt (multinational)

Giza, Egypt

More than 1000 employees

Telecommunications, Business Services - Other

N/A

Aug 1998 to Jun 2006 (7 years 10 months)

Achievements


Onecard CRM application, process, requirements.. • Activation of Individual & Business Account Procedures. • Activation of Supplementary Service Procedures (Fax & Data & SMS & Barring). • Participated in two-user acceptance test for BSCS version. • Work Force Project. • Front Office contingency plan. • Roaming countries (Agreement & Prices) • Handsets trouble Shooting. • Click Compact. • Nokia Shortcuts Manual Guide with both (Arabic& English) languages • Renewal of Customers operations activity codes. • High Value customers Calls Scenarios. • Contact Management Tree Navigation. • High Value Customers IVR. • Corporate Reselling Campaign (Checking all the corporate customers base) • Upgrading the Fraud Management application (FMS), and Repeated Offenders high  usage application(RO) . • CC pulse, Contact management, and VFE Soft phone linkage.

Education

Bachelor's Degree in Commerce

Education Details

Bachelor's Degree

Commerce

Suez Canal University, Egypt

C / Good / 65 - 75%

N/A

N/A

Suez Canal University
1988 - 1992
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saint Van Sa de Paul

Egypt

1988

C / Good / 65 - 75%

N/A

Saint Van Sa de Paul
1988

Certifications

MIni MBA
Jan 2014

Certificate details

MIni MBA

Jan 2014

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Certified CCPS, COPC , FMS Cerberus

Jan 2006

from Vodafone academy.

N/A

Training/Course Details

7 Habits, 6 Sigma GB),

Jan 2013

EME

N/A

This profile is fresh!
Last update 8 days ago.

Jobseeker photo

Profile Skills and Keywords

7 Habits, 6 Sigma GB),AVAyaAhmed ElSallab Establishment For ( Ceramic & Porcelain )Aldeyaa Group-Dubai (Premium Channel Partner Of Etislat UAE)AnalyticalBack Office, Collection, High Usage, And Fraud DetectionBusinessBusiness DevelopmentBusiness Services - OtherCOPSCOPS OperationCRMCS ManagementCall Center Senior Supervisor (Duty Manager)Certified CCPS, COPC , FMS CerberusCommerceConsumer ServicesContact Center ManagerCustomer ServiceCustomer Service & Sales Operations HeadCustomer Service & Commercial HeadCustomer-orientedCustomers Operations Supportive Management Including , Fleets, MaintenanceDFS For Call Center And Business Solutions Services ( Gulf , Egypt)Director Of Customers Operations & Telesales & MaintenanceEnglishEntertainmentFMCGFinancial ServicesFrenchGroup Customer Operations DirectorHandles StressImport And ExportInnovativeInstallationLeaderLogisticsMIni MBAMaintenanceManagementMicrosoft OfficeNTG Group ( One Card )OSN - EgyptOnecard Support & Outsourcing ( BDO) Sr,ManagerReadingRepairRetailRowingSalesSupportTelecommunicationsTelesales, Customer Service, Call Center, BDO ,work Force, RDTransportationVodafone EgyptWeight LiftingWhole Sales Stores, ShowroomsWholesale Trade

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

CS Management

CS Management

: Expert

: Extreme - I love it!

:

More than 7 years

AVAya

AVAya

: Expert

: Extreme - I love it!

:

More than 7 years

CRM

CRM

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

COPS

COPS

: Expert

: Extreme - I love it!

:

More than 7 years

COPS operation

COPS operation

: Expert

: Extreme - I love it!

:

More than 7 years

Telesales, customer service, call center, BDO ,work force, RD

Telesales, customer service, call center, BDO ,work force, RD

: Expert

: Extreme - I love it!

:

More than 7 years

whole sales stores, showrooms

whole sales stores, showrooms

: Expert

: Extreme - I love it!

:

More than 7 years

customers operations supportive management including , Fleets, Maintenance

customers operations supportive management including , Fleets, Maintenance

: Expert

: Extreme - I love it!

:

More than 7 years

Back Office, Collection, High usage, and fraud detection

Back Office, Collection, High usage, and fraud detection

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Customer-oriented, Innovative, Handles Stress

Online Presence

https://www.linkedin.com/nhome/?trk=hb_signinhttps://www.facebook.com/?sk=h_chr

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