Khaled Shaaban EL Emam

Operations ManagerFull Time

General ManagerFull Time

• Job Details:Build market positions by locating , developing ,defining , negotiations , and closing business relations . improve the organization market position and achieve financial profits . Managing all the international importing services provided with vendors communication & international purchasing. Meet marketing and financial targets of business in assigned territory Agreeing with management team on annual targets and budgets and producing a detailed annual business operating plan as well as monthly, quarterly or annual targets for revenue, profits and cash. Accountability for profit, revenue, cash and quality targets in the territory. Managing all operations within a territory according to company policies and procedures. Approve Recruitment of new staff in the territory. Daily contact with clients, manage key customer relationships, actively develop new business opportunities in territory and Coordinates sales activities of other team members. Projects Gained : 1- City Stars Egypt 2- West EL Sherouk Army Project 3-Techint for Constructions 4-Collins brokerage insurance 5- Teleperformance Egypt & Dubai. 6- Grand Heights October. 7- Aflam Misr cinemas. 8- Ahli United Bank Egypt

Operations Internal Auditor / Call center managerFull Time

• Job Details:Auditing & Guiding a Number of projects within the contact center for the TOPS & COPC certification preparation including the below Projects. 1- Expedia.CA & Expedia OPM including ( Service & Sales & T2 ) 2- Wind Canada for L1 , L2 & collections 3- Western Union US & Canada 4- Samsung Egypt Support Team • Support the Operation in KPIs improvement plan either for the action plans set and its efficiency & the Supers & ACMs follow up on its implementation and its outcome. • Support Operations on making sure all other support functions is helping to have a smooth day over day operations starting from Recruitment, Personal, WFM’, etc. • Following up on all Action plans set for all LOBs for each account and making sure that CCMs are on top of it having their ACMs follow up on all action plans set and the supervisor’s implementation on their Agents. • Review customer experience outcome & action plan set for satisfaction improvement & promoting the role of achieving the customer satisfaction on all levels. • Auditing the day to day operations with on floor check on Agents delivered feedback & supervisors presence. • Provide immediate feedback, addressing the issues of implementing the process & action plan agreed on to the Sups, ACMs & CCMs. • Answer questions, clarifies doubts and provides personalized retraining if needed. • Shares the information from our observation with all management and operational staff in the country and the local TOPS / BEST champions as necessary. • Identify common opportunity areas. • Prepare monthly audit reports per program / site / country. • Participate to regional calibration to insure consistency. • Participating to a kick off meeting • Participating to the creation of the action plan based on gap analysis. • Following up the execution of the action plan. • Participating in the final site assessment. All the above accounts are TOPS & BEST QA certified for 2 years in a raw and currently working on the COPC preparation for them.