Experience

IIBA Sudan Chapter

• Sudan
• Non-profit Organizations
• 1 - 100 Employee

• Vice President Sponsorship

  • Dec 2022 - Present



Bank of Khartoum

• Sudan
• Banking
• 700 & Above Employee

• Contact Center Senior Manager

  • Mar 2022 - Present

  • Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff. • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, talking to motivate, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets • Building and maintaining effective internal and external stakeholder relationships. • Identifying and instilling best practice, processes and systems and drive continuous improvement environment. • Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis. • Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery. • Review management information and make suggestions, recommendations as to improvements across the contact center. Show less



Seha Hub

• Sudan
• Hospitals and Health Care
• 1 - 100 Employee

• Executive Director

  • Jan 2022 - Mar 2022

  SEHA-HUB _TELEMEDICINE & HOMECARE CENTER My role as an executive director is in coordinating and supervising all the company’s business, developing it, supporting and coordinating with local and external partners and individuals, and selling the company’s products and services to individuals, companies, and governmental and private institutions. Sales and services are domestic, international, or a combination of the two. In addition to approaching potential customers with the aim of gaining new business Show less



Faisal Islamic Bank (Sudan)

• Sudan
• Banking
• 200 - 300 Employee

• • Jan 2021 - Dec 2021

  One of the customer experience unit's  To set and agree on sales and customer retention targets with the contact center staff  Contribute to the development of Contact Centre Business Plans  Managing the daily running of the Contact Centre, including sourcing equipment, effective resource planning and applying call center strategies and operations  Doing needed assessments, performance reviews and cost/benefit analyses  Setting/meeting performance targets for speed, efficiency, sales and quality  Ensuring all relevant communications and data are updated and recorded  Coordinate with supervisors, team leaders, operatives and third parties to gather information and resolve issues  Maintaining up-to-date knowledge of industry developments and involvement in networks  Monitoring random calls to improve quality, minimize errors and track operative performance  Reviewing the performance of staff, identifying training needs and planning training sessions  Recording statistics, user rates and the performance levels of the center and preparing reports on these statistics  To be fully accountable for the Contact Centre operational budget – its control, management, monitoring and reporting on variances.  Handle the most complex customer complaints or enquiries  Coaching, motivating and retaining staff  Coordinating bonus, reward and incentive schemes  Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.  Ensure that tools, techniques and processes employed within the Contact Centre is up to date and facilitate delivery  Ensure that the Contact Centre annual operational plan accurately reflects customer priorities and goals and that these are regularly reviewed and up-dated Show less

• • Nov 2020 - Dec 2020



Agalista

• Sudan
• Real Estate
• 1 - 100 Employee

• Operations Manager

  • Aug 2020 - Oct 2020

   Responsible for distributing tasks to all members of the department.  Responsible for following up all entries on the platform.  Responsible for following up district supervisors and following up on their performance with site agents in response to requests for visits or property addition.  Full supervision of the implementation of sales and rent operations and full coordination thereof with regard to closing the process of negotiation, contracting and collection.  Responsible for preparing statements of all operations and preparing and reviewing due commissions.  Responsible for solving problems with customers of different sites and facilitating his work.  Coordination with senior management in preparing work policies and the commission system. Show less



Zain Sudan

• Sudan
• Telecommunications
• 700 & Above Employee

• Commercial Strategy Analytic

  • Jan 2019 - Jul 2020

   Prepare the business planning, annual budget, quarterly reforecasts and monitoring function ensuing the commercial management team has a sound understanding of progress against agreed budget, re-forecast and business planning.  Prepare quarterly operational review on all KPIs & give solid justification for variances  Prepare & monitor commercial expenditures on monthly basis before the closing of the month and compare to budget as well as alert the respective units on accruals  Monitor all products & services launches and major changes internally & externally.  Conduct ad hoc reports and analysis as the need arises & provide data and reports that may help in taking decisions when necessary.  With extensive experience in managing and motivating the team to achieve the strategic goals, using the analysis to develop the business process. Show less



Zain Sudan

• Sudan
• Telecommunications
• 700 & Above Employee

• Contact Center Performance Supervisor

  • Nov 2017 - Sep 2018

   Prepare, follow and deliver batch’s weekly and monthly performance and to live monitoring.  Coach under target agents and on spot coaching within agreed deadline and document it, follow an agent behavior notes, sick leaves permission, rotation or any leave request on daily, weekly and monthly basis.  Create and update the batch reports and data in the share folder and prepare, follow monthly exam with HR.  Prepare, follow and deliver batch’s weekly and monthly performance and to live monitoring.  Coach under target agents and on spot coaching within agreed deadline and document it, follow an agent behavior notes, sick leaves permission, rotation or any leave request on daily, weekly and monthly basis.  Create and update the batch reports and data in the share folder and prepare, follow monthly exam with HR.



Zain Sudan

• Sudan
• Telecommunications
• 700 & Above Employee

• Contact Center Monitoring Unit Supervisor

  • Jan 2016 - Dec 2016

   Handling transferred and difficult calls from agents.  Track mute status, hold and long calls during the call.  Track breaks duration, leave and coaching requests, and login & logout abusers.  Monitor calls and correct agent’s behavior, information and system use through the call by listening, private chat, insert and chatting.  Preparing shift reports (Daily login and Agent’s swap).  Handling transferred and difficult calls from agents.  Track mute status, hold and long calls during the call.  Track breaks duration, leave and coaching requests, and login & logout abusers.  Monitor calls and correct agent’s behavior, information and system use through the call by listening, private chat, insert and chatting.  Preparing shift reports (Daily login and Agent’s swap).



Zain Sudan

• Sudan
• Telecommunications
• 700 & Above Employee

• • Mar 2013 - Dec 2013

   An official from Non phone Unit (Social media, Zain E-mail, Zain SMS)  An official from Outbound Unit  An official from Hosted Call Center  An official from Data Unit  Responsible from the preparation of weekly and monthly KPIs and analysis reports of above units.

• • Jan 2012 - Mar 2013

   I’ve created Advisor Group in contact center _ 2012.  Monitor Advisor Group to ensure all inductions passed on agreed program.  Identify training needs  Prepare induction’s schedule.  Prepare induction reports with attention to the details of the quality, knowledge, and attitude. Maintain knowledge’s Call Centre standards for customer service levels  To contribute to effective development of Call Centre Information by sessions or coaching  Ensure that work is carried out with regard to technical and professional standards and to meet all contact center process. Show less

• • Jan 2011 - Dec 2012

   To liaise closely with internal customers/colleagues to ensure that Marketing Campaigns are planned to minimize the risk of de-stabilization to the business  Track & monitor individual performance of CSR’s through: call quality monitoring, ACD statistics, on-the-job observation and overall productivity etc  Undertake formal and informal coaching sessions, and “in the moment”  Ensure that the Call Centre operational plan accurately reflects customer priorities and goals and that these are regularly reviewed and reported through system updates, weekly and monthly reports and 1-2-1 meetings  To ensure that work is carried out with regard to technical and professional standards and to meet all regulatory and legal requirements  To contribute to the effective management, motivation and development of Call Centre team resources by liaising closely with key line management personnel and other relevant parties within the Customer Care and Call Centre, to ensure problems/issues are identified and resolved or appropriately escalated at an early stage.  Prepare daily/weekly/monthly statistical reports with attention to the detail of the quality, accuracy, timeliness and effectiveness.  Ability to arrange shift schedule and breaks and follow up Show less

• • Nov 2007 - Jan 2011

  - Handle incoming customer calls using a variety of call centre technologies and telephony platforms. - Handle customer queries, complaints and concerns in a professional manner. Maintain Call Centre standards for customer service levels. - Quickly and efficiently able to input, update, delete, add, amend customer data into Zain's customer database. - Escalate customer complaints to the concern department. Be patient, flexible and have excellent understanding for customers and their need. - Maintain phone call quality and make it as persuasive as possible Show less



Saga Aviation Services CO LTD

• accountant

  • Jan 2005 - Apr 2005