Basic Info

Wael Eldessouki

More than 15 years

Cairo, Egypt

Bachelor's Degree

Senior Management

Work Experience

Director, Customer Experience Operation Support at Mobily

Experience Details

Director, Customer Experience Operation Support

Operations/Management

Senior Management (e.g. VP, CEO)

• Leadership of Customer Relat


Company Details

Mobily

Jeddah, Saudi Arabia

N/A

Telecommunications

N/A

Nov 2013 to Mar 2014 (4 months)
Director,Complaint Management & Operation Support at Mobily

Experience Details

Director,Complaint Management & Operation Support

Customer Service/Support

Senior Management (e.g. VP, CEO)

• Responsibility for a range o


Company Details

Mobily

Saudi Arabia

More then 1000 employees

Telecommunications

N/A

Apr 2011 to Oct 2013 (2 years 6 months)
Director, Customer Care Planning & Development at Mobily

Experience Details

Director, Customer Care Planning & Development

Customer Service/Support

Senior Management (e.g. VP, CEO)

• Responsible for: Workforce M


Company Details

Mobily

Saudi Arabia

More then 1000 employees

Telecommunications

N/A

Feb 2007 to Jan 2011 (3 years 11 months)
Customer Care MIS Manager at Mobily

Experience Details

Customer Care MIS Manager

Customer Service/Support

Manager

Key Achievements:
• Successfully established the budget and MIS functions in the Customer Care department.
• Created headcount models and implemented headcount forecasting and planning for all Customer Care functions.
• Streamlined operations through development of the Customer Care organisation chart, job grading and collating the job descriptions for all Customer Care positions
• Successfully developed statistical call volume analysis to support headcount forecasting and budgeting.
• Developed and implemented regression models for customer demand projection and the statistical and financial models required for business cases and feasibility studies purposes.


Company Details

Mobily

Saudi Arabia

More then 1000 employees

Telecommunications

N/A

Sep 2005 to Jan 2007 (1 year 4 months)
Planning & Forecasting Supervisor at Vodafone

Experience Details

Planning & Forecasting Supervisor

Customer Service/Support

Manager

Planning & Forecasting Supervisor (MIS) (Mar 2005 - Sep 2005)

• Worked with COPS functional management to align planning and forecasting to the strategic direction of the organisation.
• Responsible for analysis of headcount, aligning financial and operational models, including recruitment planning.
• Conducted monthly budget analysis assessing key risks and opportunities.

Budget and Management Information System Coordinator (Mar 2002 - Feb 2005)

• Developed and delivered quarterly KPI’s on various COPS areas to discuss with management.
• Developed and maintained financial and operational models for COPS functional divisions.
• Managed analysis of department performance and headcount.

Senior Workforce and Scheduling Analyst (Aug 2001- Mar 2002)

• Analysed call volumes to provide forecasting and establish scheduling.

Senior Workforce Specialist (Jul 2000 - Jul 2001)

• Generated system reports to provide feedback and analysis of traffic volumes and agents productivity.


Company Details

Vodafone

Egypt

More then 1000 employees

Telecommunications

N/A

Jul 2000 to Jan 2005 (4 years 6 months)
Customer Service Senior representative at Vodafone

Experience Details

Customer Service Senior representative

Customer Service/Support

Entry Level

N/A


Company Details

Vodafone

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Nov 1998 to Jun 2000 (1 year 7 months)
Sales Represntative at Europcar

Experience Details

Sales Represntative

Sales/Retail

Entry Level

N/A


Company Details

Europcar

Cairo, Egypt

11-50 employees

Automotive

N/A

Sep 1997 to Oct 1998 (1 year 1 month)

Education

Bachelor's Degree in Foreign Trade

Education Details

Bachelor's Degree

Foreign Trade

Helwan University Cairo, Egypt

C / Good / 65 - 75%

N/A

N/A

Helwan University Cairo
1993 - 1997
High School - Thanaweya Amma

High School Details

Thanaweya Amma

College de Lasalle

Egypt

1993

B / Very Good / 75 - 85%

N/A

College de Lasalle
1993

Certifications

Certificate details

COPC registered coordinator

Jun 2007

N/A

N/A

N/A

COPC

N/A

This profile is not updated!
Last update more than 4 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalArabicAutomotiveBusiness DevelopmentBusiness PlanningBusiness-orientedCOPC Registered CoordinatorCommunication SkillsComputerCustomer Care MIS ManagerCustomer ExperienceCustomer ServiceCustomer Service Senior RepresentativeCustomer-orientedDirector, Customer Care Planning & DevelopmentDirector, Customer Experience Operation SupportDirector,Complaint Management & Operation SupportEnglishForeign TradeFrenchGSMHuman Resources (HR)LeaderManagementMicrosoft ExcelMicrosoft OfficeMicrosoft PowerPointMicrosoft WordPerformancePlanning & Forecasting SupervisorProject ManagementQuality AssuranceReading Islamic BookRetailSalesSales RepresntativeSocial MediaSupportTaking ChallengesTeam PlayerTelecommunicationsTravellingWatching Movies

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

French

French

: Advanced

: Advanced

: Advanced

: Intermediate

Tools and Technologies

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

More than 7 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: High

:

More than 7 years

Computer

Computer

: Advanced

: High

:

More than 7 years

Communication Skills

Communication Skills

: Advanced

: High

:

More than 7 years

GSM

GSM

: Advanced

: High

:

More than 7 years

Quality Assurance

Quality Assurance

: Advanced

: High

:

5-7 years

Human Resources (HR)

Human Resources (HR)

: Intermediate

: High

:

More than 7 years

Business Planning

Business Planning

: Intermediate

: High

:

More than 7 years

Project Management

Project Management

: Intermediate

: High

:

3-5 years

Fields of Expertise

customer service

customer service

: Advanced

: High

:

More than 7 years

customer experience

customer experience

: Advanced

: High

:

More than 7 years

performance

performance

: Advanced

: High

:

More than 7 years

Social media

Social media

: Intermediate

: High

:

3-5 years

Key Skills

Analytical, Leader, Business-oriented, Customer-oriented, Team Player

Online Presence

www.linkedin.com/pub/wael-fawzi-copc/1/a43/977wael_fawzi@twitter.com wfawzi@gmail.com

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