Basic Info

Rayan Gad

10 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Site Manager at Smart Link BPO Solutions

Experience Details

Site Manager

Operations/Management, Business Development, Project/Program Management

Manager

Smart link BPO solutions in KSA the sub company from Al-Khaleej Training & Education in Saudi Arabia, my role is to manage the site development, projects implementation and enhancement of call center CRM and technologies with certain budget to achieve quarterly profits while full providing excellent communications and operations expansion goals.

Accountable for the management of IT, Facilities, Finance, Operations, administration, Sales & Pre sales departments across multiple projects. Also responsible for the development of accurate and complete project plans that address: project schedule, budget requirements.


Company Details

Smart Link BPO Solutions (multinational)

Egypt

More than 1000 employees

Outsourcing/Offshoring , Telecommunications

www.smartlink.com.sa/

Aug 2016 to present (4 months)
Head of Customer Service at Digital Cloud

Experience Details

Head of Customer Service

Business Development, Operations/Management, Customer Service/Support

Manager

Abdul Laif Jameel Community, Toyota Company & Panda Markets in Saudi Arabia.

Digital marketing services managements, building, managing and developing teams to deliver highest client satisfaction results, leading a team of operations supervisors, quality coaches and customer service moderators providing 24 hours x 7 days ensuring to meet all SLA with excellence.

Leading a team of account managers, supervisors and agents of a customer service 24/7 3 shifts for 7 global clients with 4 platforms ensuring to meet all SLA for Toyota company , Panda Markets & Community Abdul Latif Jameel.


Company Details

Digital Cloud

Egypt

101-500 employees

Internet/E-commerce, Marketing and Advertising, Marketing and Advertising

www.digitalcloud.net

Feb 2016 to Aug 2016 (6 months)
Senior Operations Manager at One Link Contact Center

Experience Details

Senior Operations Manager

Customer Service/Support, Business Development, Project/Program Management

Manager

I was managing the call center of 180 seats offering them superior quality of service to as well to 5 supervisors leading UK and USA accounts, 24 hours and 7 days weekly service and achieved the operational and contractual goals of customer service, sales and quality targets that increased stream profits with 30% quarterly, satisfied our clients so that they renewed the contract 3 years.


Company Details

One Link Contact Center

Cairo, Egypt

501-1000 employees

Business Services - Other, Telecommunications, Management Consulting

N/A

Aug 2013 to Jan 2016 (2 years 5 months)
Operations Team Manager at Stream Global Services

Experience Details

Operations Team Manager

Customer Service/Support, Operations/Management, Quality

Manager

I worked for SIRIUS XM Company managed their contact center through 25 direct reports ensures service delivered to our customers meets needs and contractual. Team with support organizations (Quality and Learning, Operations and HR).


Company Details

Stream Global Services (multinational)

Egypt

More than 1000 employees

Telecommunications, Outsourcing/Offshoring , Business Services - Other

N/A

Sep 2009 to Feb 2013 (3 years 5 months)
International Accounts Supervisor at Vodafone Egypt

Experience Details

International Accounts Supervisor

Customer Service/Support, Operations/Management, Quality

Manager

Under high pressure environment was managing 15 direct reports leading and developing teams in contact center of staff in high volume, 24 hours and 7 days weekly service high-pressure customer orientated environment.

Coached, monitored and provided developments plans to maintain client product knowledge, working on services with creative support with the quality and deployment team, ensuring clients request executed in an efficient manner, In this role am staying aware of client activities and gather background information and analyses for products and services.


Company Details

Vodafone Egypt

Egypt

More than 1000 employees

Telecommunications, Outsourcing/Offshoring , Business Services - Other

N/A

Apr 2005 to Sep 2009 (4 years 5 months)
Sales Agent at Ameco Tech

Experience Details

Sales Agent

Analyst/Research, Sales/Retail

Entry Level

I was dialing outbound telemarketing customers selling mobile and landline company products, operating telephone equipment, automatic dialing systems, and other telecom technologies and documenting transactions by completing forms and record logs. Open, qualify and close deals while maintaining accurate database by entering, verifying, and backing up calls data, my target was to get customers to sign up contracts with our company for telecom services B2B.


Company Details

Ameco Tech

Egypt

501-1000 employees

Outsourcing/Offshoring

N/A

Feb 2004 to Mar 2005 (1 year 0 month)

Achievements


Achievements with Stream Global Services EMEA:

• In 2009 lunched USA account starting with 30 seats that reached up to 500 seats in 2013.
• In 2010 Improved CSAT success rate across account level from 67% to 87%.
• In 2011 managed the relocating plan of 400 seats from one building to another.
• In 2012 executed DMAIC project minimized the turnover head count rate from 18% to 10%
• Managed a process that saved 35% from site profits saving credits given away to customers.



Achievements with Vodafone International Services:

• In 2005 I was one of the agents who launched the offshore Australia account.
• In 2006 I was one of the Supervisors who launched the offshore New Zealand account.
• In 2007 managed achieved KPI's of 150 agents and trained 12 classes of new hires.
• In 2008 I was awarded employee of the year by Head of operations by golden award.



NA

Education

Bachelor's Degree in Translation

Education Details

Bachelor's Degree

Translation

International College for languages & Simultaneous Translation – ICL 2004, Egypt

A / Excellent / 85 -100%

BA from International College for languages & Simultaneous Translation – ICL 2004

N/A

International College for languages & Simultaneous Translation – ICL 2004
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Manor House

Egypt

2000

A / Excellent / 85 -100%

IG

Manor House
2000

Certifications

Certificate details

Six Sigma Green Built

Sep 2008

N/A

N/A

N/A

Vodafone Egypt

N/A

Certificate details

Call Center Communications

Oct 2005

92 out of 100

N/A

N/A

British Council

N/A

Training and Courses

Training/Course Details

Workforce Planning & Queue Scheduling

Oct 2010

Stream Global Services

N/A

Training/Course Details

Sales Planning and Forecasting

Jul 2007

Vodafone Egypt

N/A

Training/Course Details

Quality Assurance & Training management.

May 2010

Stream Global Services

N/A

Training/Course Details

World class customer experience

May 2006

Vodafone Egypt

N/A

This profile is fresh!
Last update 4 days ago.

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Profile Skills and Keywords

ArabicBusinessBusiness DevelopmentBusiness PlanningBusiness Services - OtherBusiness-orientedCall Center CommunicationsContact Center Applications CRM ACD, Avaya, Dialers.Contact Center ManagmentCustomer ServiceE-commerceEnglishFrenchHead Of Customer ServiceInnovativeInternational Accounts SupervisorInternetItalianLeaderManagementManagement ConsultingMarketing And AdvertisingMicrosoft OfficeOffshoringOperations And QualityOperations ManagmentOperations Team ManagerOutsourcingPlannerPlayStationProblem SolverProgram ManagementProjectQuality AssuranceQuality Assurance & Training Management.Quality ControlResearchResourcing & DevelopmentRetailSalesSales AgentSales ManagmentSales Planning And ForecastingSenior Operations ManagerShishaShoppingSite ManagerSix Sigma Green BuiltSmart Link BPO SolutionsSocial OutingsStream Global ServicesSupportTeam BuildingsTelecommunicationsTranslationWord, Excel, PowerPoints, Visio And Desktop Applications All Windows Types.Workforce Planning & Queue SchedulingWorld Class Customer Experience

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Italian

Italian

: Advanced

: Advanced

: Intermediate

: Advanced

Tools and Technologies

Contact Center applications – CRM ACD, Avaya, Dialers.

Contact Center applications – CRM ACD, Avaya, Dialers.

: Expert

: Extreme - I love it!

:

5-7 years

Word, Excel, PowerPoint’s, Visio and desktop applications all windows types.

Word, Excel, PowerPoint’s, Visio and desktop applications all windows types.

: 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

Contact Center Managment

Contact Center Managment

: Expert

: Extreme - I love it!

:

5-7 years

Operations Managment

Operations Managment

: Expert

: Extreme - I love it!

:

More than 7 years

Sales Managment

Sales Managment

: Expert

: Extreme - I love it!

:

More than 7 years

Business Planning

Business Planning

: Expert

: Extreme - I love it!

:

More than 7 years

Operations and Quality

Operations and Quality

: Expert

: Extreme - I love it!

:

More than 7 years

Team Buildings

Team Buildings

: Expert

: Extreme - I love it!

:

More than 7 years

Resourcing & Development

Resourcing & Development

: Expert

: Extreme - I love it!

:

3-5 years

Key Skills

Leader, Planner, Business-oriented, Problem Solver, Innovative

Online Presence

https:/www.linkedin.com/in/rayangadhttps://www.facebook.com/ryanmohamedgad

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