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CV Profile No.33209

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Last name : *****
First name : ****
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Date of birth : : ********
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Profile details

Job category searched
» Management
» Services
Professional experience
More than 10 years
» Banking, insurance, finance
» Call centers, hotlines
» Import-export business
» Services other
» Telecom
Professional Experience: 
04.2017 - 10.2019
General Manager
Bupa Egypt Services
As a GM of the company I take overall responsibility of the strategic leadership of the Company and ensures the short, medium and long term success of the company ▪ Responsible and accountable for all of the company’s Operational activities, including HR Operations for large groups of employees including (Recruitment, off boarding, compensation and benefits, learning and development, training, labor office management, employee engagements and events talent, performance, reward, succession planning), Finance (Revenue, budgeting, P&L, resourcing, FTE management), IT solutions know how, office management including (Suppliers management, contract negotiation, supply chain management, office moves), Sales quality and KYC etc..
04.2015 - 04.2017
Head of Operations (Reporting to the regional GM of BGAIM)
Bupa Egypt Insurance
Launched the Bupa Egypt services company to allow for acquiring Global business in Egypt ▪ Managing Global and Local customers in all functional areas. ▪ Managing the delivery of results for both local and Global customers. ▪ Ensure a strong focus on Customer Operations Competencies development and quality. ▪ Maintain an awareness of customer needs through different channels to ensure continuous improvement in customer experiences through the deployment of best practice processes. ▪ Manage the Customer Operations budget through effective forecasting, implementation and monitoring. ▪ Work cross-functionally to ensure the Customer Operations and related functional processes are consistently applied and refined.
04.2012 - 04.2015
Operations Manager (Director level reporting to the Country MD)
Bupa Egypt Insurance
▪ Built a successful operating model for Bupa Egypt Insurance Operations. ▪ Defined Customers Journey and set up all the functional areas with highly competent skilled caliber. ▪ Set up the training and the quality assurance functional areas. ▪ Developed the Customer loyalty and retention team. ▪ Develop, implement and monitor the Customer Operations tactical plan in line with the Global Strategy, and the needs of customers, shareholders, and employees. ▪ Ensure the achievement of the objectives, by meeting and exceeding performance standards and targets, as measured through KPIs. ▪ Actively measure, understand and analyze customer retention and customer growth and initiate appropriate actions in Customer Operations and cross-functional, in order to improve results.
02.2007 - 03.2012
Country Customer Service Manager (Director Level reporting to the Country General Manager)
TNT Egypt (Global Delivery Express)
• Re engineered the Customer Service department within Egypt. ▪ Set the functional Strategy, including Vision, Mission and Values of the business unit. ▪ Defined tactical planning for the strategy with all involved parties. ▪ Drove the implementation plan ▪ Designed functional organization structure ▪ Have been selected to Sponsor the Global “Lean Six Sigma project” to enhance Quality and productivity within my country ▪ Created the quality assurance function ▪ Re engineered interdepartmental processes to make them more efficient and effective ▪ Shifted manual procedures to automated procedures and processes; that maintained high level of control as well as saving time and resources. ▪ Developed a customer service knowledge base to be a reference guide for employees. ▪ Created Customer satisfaction program to identify areas of concern and implemented recommendations that have significantly improved customer satisfaction. ▪ Worked on Developing the CRM strategy ▪ Selected to manage the Customer Loyalty Management (CLM) project within Egypt. ▪ Selected to manage the company quality assurance including accreditation within Egypt. (ISO 9000, SA 8000)
05.2004 - 12.2006
General Manager
LuxSat Gulf, Dubai (First Video on Demand in the Middle East)
▪ Accomplished the Company start-up in UAE ahead of plan. ▪ Managed all company departments – Marketing, Sales, Customer Operations, IT, Finance ▪ Played Key role in business development, branding, planning and marketing ▪ Oversaw the expansion in the Gulf region through selling Franchising to other targeted countries. ▪ Delivered strong and sustainable operating gains through new business opportunities
01.2003 - 04.2004
Headof Customer Operations(Director Level, reporting to the regional General Manager)
ShowTimeEgypt (A leading digital satellite pay-TV network in the Middle East and North Africa)
▪ Directed and operated Call Center and Customer Care (Face to Face) ▪ Defined and managed Supply Chain and logistics Standard Operating Procedures (SOP) ▪ Developed a database for Back Office & administration that provides a tracking system to maintain control and develop reliable reports. ▪ Managed and controlled Sales, Retention & Churn. ▪ Created and managed Digital Satellite Team (Technical support) reengineering plan to implement standards for logistics and supply chain without interrupting operations ▪ Shared in designing and managing Assessment Centers
11.2001 - 08.2002
Customer Operations Director
Orascom Telecom Algeria (A leading mobile telecommunications company operating in seven emerging markets in the Middle East, Afr
▪ Accomplished the start up of the Customer Operations department including Premises set up. ▪ Created a customer driven quality, employee empowerment and a loyal and committed workplace ▪ Set department Strategy including Vision, Missions & Values ▪ Designed and implemented standard Policies and procedures ▪ Facilitated the Software and applications implementation including all contact Center voice and data infrastructure ▪ Interviewed and hired all personal with the help of my direct reports (300 employees) ▪ Designed and developed Training requirements/ modules ▪ Developed local employees to qualify for senior positions ▪ Developed and managed all Customer Operations functions e.g. training, quality assurance, risk management, workforce management, planning and budgeting. ▪ Designed and developed an Interactive Web page to be used as a reference guide for all employees and this served the empowerment as well as the one call resolution strategies.
08.1998 - 11.2001
Head Of Customer Operations (Official Deputy Director)
Vodafone Egypt (An assertive operation in the world's largest mobile community with an accomplished foundation, technology, and
▪ Proficiently handled the Start up of the Customer Operations through regular Interaction with Executive team and individual department Heads. Ensured company’s operational priorities are aligned with total company direction. ▪ Developed and directed all departments in Customer Operations, Call Centre (400 staff) , Back office and loyalty (40 staff), Corporate Customer care (160 staff), Risk Management/Collection and Fraud (20 staff) , Training and Quality Assurance departments (10 staff),Special projects (System and non system related), MIS department (Workforce management, data warehousing, Budgeting and planning) 20 staff ▪ Managed a team of 11 senior Managers (Head of Departments) to ensure customer satisfaction, and improved service efficiency ▪ Improved employee product knowledge through regular training. ▪ Implemented processes and systems that would generate higher productivity and revenues, by providing Support and Feedback on a regular and timely basis. ▪ Set and implemented tactical and strategic plans to meet business objectives and strategic goals in line with the established Vision, Mission and Values.
11.1988 - 08.1998
Tour Manager
Free lancer
November 1988 – August 1998 Responsible for Tourists groups from their arrival until their departure: ▪ Handled daily programs ▪ Conducted site seeing tours including archaeological as well as historical discourse ▪ Solved problems and played PR role in a manner that promoted the image of the country ▪ Promoted, suggested and advised candidly to encourage return
Skills
Team work , Microsoft Office ,People Management, Results Management, Customer Management, Audit Management, Quality Management, Business continuity planning, Customer Experience , Continuous Improvement , Forecasting , Customer Satisfaction , Supply Chain Operations , Quality Assurance , Customer Retention , Customer Relationship Management (CRM), Budgeting , Internal Audit, Supply Management , Supply Chain Optimization, Facility Management (FM), Strategic Planning, Business Analysis, Business Process Improvement, Resource Management , Team Building, Office Operations , Multi Tasked ,Targeting and selecting highly competent caliber
Education
Bachelor
09.1985 - 06.1990
BA
American Univesity In Cairo
Languages
arabicnative
englishfluent
More information
immediately
6th of October City - Cairo - Giza
Place of residence : Cairo
Permanent contract
12.11.2020
21

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