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Hany Farouk

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

Giza, Egypt
  • CS Management
  • COPS
  • AVAya
  • CRM
  • Microsoft Office

Work Experience

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

    Oct 2016 to present · 1 Years 7 Months
  • Customer Service & Sales Operations Head at Aldeyaa Group-Dubai (Premium Channel Partner of Etislat UAE)

    Jan 2016 to Jul 2016 · 7 Months
  • Group Customer Operations Director at Ahmed ElSallab Establishment For ( Ceramic & Porcelain )

    Sep 2015 to Jan 2016 · 5 Months
  • Director Of Customers Operations & Telesales & Maintenance at Raneen for TV Shop & Stores

    Mar 2014 to Oct 2015 · 1 Years 3 Months

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Education

  • Bachelor's Degree in Commerce

    Suez Canal University - Egypt 1988 to 1992 · 4 Years
  • High School - Thanaweya Amma

    Saint Van Sa de Paul - Egypt 1988

Achievments

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.

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Skills
Tools and Fields of Expertise

  • CS Management
  • COPS
  • AVAya
  • CRM
  • Microsoft Office
  • COPS operation
  • Telesales, customer service, call center, BDO ,work force, RD
  • whole sales stores, showrooms
  • customers operations supportive management including , Fleets, Maintenance
  • Back Office, Collection, High usage, and fraud detection

Languages

  • English

    Fluent
  • French

    Intermediate

Training & Certifications

  • MIni MBA

    2013
  • 7 Habits, 6 Sigma GB),

    EME · 2012
  • Certified CCPS, COPC , FMS Cerberus

    from Vodafone academy. · 2005