Experience

Universal Home Appliances

• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Customer Service Manager

  • Oct 2020 - Present

  - Improve customer service experience, create engaged customers and facilitate organic growth.- Take ownership of customers issues and follow problems through to resolution.- Set a clear mission and deploy strategies focused towards that mission.- Develop service procedures, policies and standards.- Manage over 50 customer service agents (Branches Customer Service Team - Social Media Team – Direct Sales Team – Survey Team –Franchise Follow-up Team - Customer protection Team - Cancel Orders Team).- Closely monitoring out sourced call centre performance (Quality and Daily Call Centre Performance).- Analyse statistics and compile accurate reports.- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.- Control resources and utilize assets to achieve qualitative and quantitative targets.- Maintain an orderly workflow according to priorities.- Implemented new Key Performance evaluation for whole organization based on customer satisfaction studies & set the Yearly targets.- Frequently set up training materials, therefore, grew the effectiveness of the customer service department by 20%.- Demonstrated professional etiquette and manners, improving 30% positive feedback immediately.- Reduced customers’ protection opened complaints by 90%.- Reduced cancelled service orders by 42%.- Reduced customers’ complaints by 30% through escalated grievance resolution procedure.- Enhance customer survey questioner and satisfaction score calculation.- Change the call center vendor to improve quality and keep the same cost.



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Internal Auditor- Assistant Manager

  • Oct 2019 - Oct 2020

  - Perform and control the full audit cycle including risk management and control management over operations’ effectiveness, financial reliability and compliance with all applicable directives and regulations.- Implement best audit and business practices in line with applicable internal audit statements.- Manage resources and audit assignments.- Identify and reduce all business and financial risks through effective implementation and monitoring of controls.- Develop, implement and maintain internal audit policies and procedures in accordance with local and international best practice.- Compile and implement the annual Internal Audit plan.- Conduct ad hoc investigations into identified or reported risks.- Oversee risk-based audits covering operational and financial processes. - Ensure complete, accurate and timely audit information is reported to Management and/or Risk Committees.- Engage to continuous knowledge development regarding sector’s rules, regulations, best practices, tools, techniques and performance standards.- Improved internal control efficiency and risk reduction by presenting valuable audit findings.- Produced monetary recovery of more than $0.5 million by identifying errors in contractor billing.



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Corporate Audit Manager

  • Apr 2017 - Apr 2019

  - Document all investigative activities, Prepare written reports of investigation findings & Create and maintain logs, records, or databases of information about fraudulent activity.- Analyze financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance procedures.- Provide employees guideline trainingImage, Processing and analyses the data by using forensic software’s.- Interview witnesses or suspects and take statements.- Advise company on ways to improve fraud detection.- Corporate audit projects (2 projects in UAE, 2 Projects in Egypt and 1 Project in Morocco).- Fraud cases have already been discovered on assigned projects.

• Customer Service Manager - Field Operation

  • Apr 2012 - Mar 2017

  • Provide services in all types of service support/ KPI monitoring• Implement the standard processes and procedures of SAMSUNG in data management, handling issues and in providing services• Carry out authorized service center performance analysis/ auditing, consultancy and conduct research to improve the service quality • Participate in SAMSUNG on-site business trips for promoting strategies such as Win-Win consultations with the authorized service centres and other workshops organized by the management• Provide Competitors’ benchmarking and pertinent forecasts for evaluation and goal setting• Function as an advocate of customers in terms of handling issues/ happy call resolution/ validation and ensure that all issues are resolved promptly • Handle, monitor, cater all issues and provide innovative solution to customer issues in all UAE Service Centers, Bahrain and Qatar by working along with site maintenance team on critical, repetitive and all technical problems arising in all products• Give supervisory support regarding the business operations in collaboration with the managers and all areas under the jurisdiction such as undertaking field service activities to diagnosing and repairing equipment • Prepare presentations, strategy plans, market data and business reports to improve the standard and service chain of all the areas • Give effective and timely feedback and address performance to the management such as Authorized Services Performance and others• Establish a harmonious relationship with other teams to work effectively and gain a wider understanding of their processes that may create an impact on the data/analysis• Prepare the analysis and evaluation of the raw data, develop new strategies and provide recommendations• Facilitate analysis for service Index and Performance



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Regional KPI Analyst

  • Aug 2009 - Mar 2011

  Give effective and timely feedback and address performance to the management such as Authorized Services Performance and othersEstablish a harmonious relationship with other teams to work effectively and gain a wider understanding of their processes that may create an impact on the data/analysisPrepare the analysis and evaluation of the raw data, develop new strategies and provide recommendationsFacilitate analysis for service Index and Performance

• Call Center assistant Manager

  • Dec 2008 - Aug 2009

  Monitor, update the score and provide feedbacks on the required number of monitored calls per weekDevelop, document and maintain developmental action plans to improve agent’s production and service delivery to achieve performance resultsProvide encouragement, leadership, guidance, and motivation to agentsConduct regular one on one meeting with agents to review and evaluate their performance and progress in terms of services, standard and other issues in the working area.Ensure that the customers and their needs are the primary focus of actions; by delivering the services required, meeting or exceeding customer expectations; developing and sustaining a productive internal and external relationships



DAMAC Properties

• United Arab Emirates
• Real Estate
• 700 & Above Employee

• Agents Relationship Officer

  • Nov 2007 - Nov 2008

  Monitor and provide updates by ensuring that the up to date products and promotions information is communicated to agentsEnsuring that all agents are provided with the agent KIT which contains projects catalogues, brochures, hand outs and other crucial information to support salesOrganize and provide training and refresher course to all agents.Handle agent complaints and communicate the issue to the superiors for action and to provide resolutionsConduct regular meetings with Property Consultants to discuss agents’ performance sheets, feedbacks and agree on the required support from agents relationship departmentPrepare and submit reports to the management that contain observation, feedback and the recommended action plan



Axiom Telecom

• United Arab Emirates
• Telecommunications
• 700 & Above Employee

• Call Center Senior Advisor

  • Jul 2005 - Jul 2007

  Manage the setting up of the call centre in Kingdom of Saudi ArabiaEnsure that the targets for inbound and outbound calls for inquiries and surveys are achievedAcknowledge and respond to different customer inquiries and needsResolve complaints and effectively answer the queries of customers with regards to the services and procedures of the product endorsed, its functions, specifications and other mattersInternalize the core values, principles and standard operating procedures in providing customer and personal services that comprises customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction



Raya CX

• Egypt
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Feb 2004 - Apr 2005

  Interface with the customer and handle inquiries completely and accurately.Resolve customer complaints and problems to achieve customer satisfaction.Contributed in one of the two largest CRM implementations in Egypt as part of the establishing team for Miraco Carrier and Vodafone customer service: MiracoCarrier: Handling inbounds sales and complains inquiries.Responsible for outbound customer satisfaction contactPerforming different surveys (Products, Service, and Competitors)Used (SIEBEL) customer relationship management application (call center, service and sales modules).Vodafone: Fulfilling the client’s needs and their customer’s needs this was achieved through service manuals agreed upon with the client.Taking inbound support calls as needed, including troubleshooting problems.Minimizing time to answer and abandoned call rate.Monitoring the incoming calls queue.



Western Union

• United States
• Financial Services
• 700 & Above Employee

• Branch Officer

  • Aug 2002 - Jan 2004

  Identify customer needs and refers them to appropriate banking services.Accept money deposited by customers.Verifies records and receipts, and credits customers' accounts.Conduct foreign currency transactions for overseas travellers provide.Record transactions balance cash and advise supervisors of cash position or discrepancies. Identify customer needs and refers them to appropriate banking services.Accept money deposited by customers.Verifies records and receipts, and credits customers' accounts.Conduct foreign currency transactions for overseas travellers provide.Record transactions balance cash and advise supervisors of cash position or discrepancies.