Haitham AbdElAziz
Quality & Follow up manager at Ajlan & Bros- Claim this Profile
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English -
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Arabic Native or bilingual proficiency
Topline Score
Bio
Credentials
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ISO 9001 Lead Auditor - Quality Certification
TÜV NORD Gruppe, TÜV NORD CERT GmbHJan, 2020- Nov, 2024 -
ISO 9001 Awareness (Year 2015 Version)
National Inspection & Technical Testing (FAHSS/TUV)Feb, 2018- Nov, 2024 -
Internal Quality Auditing(ISO 9001:2015)
National Inspection & Technical Testing (FAHSS/TUV)Feb, 2018- Nov, 2024 -
ISO 9001 Awareness (Year 2008 Version)
National Inspection & Technical Testing (FAHSS/TUV)Sep, 2013- Nov, 2024 -
Internal Quality Auditing(ISO 9001:2008)
National Inspection & Technical Testing (FAHSS/TUV)Sep, 2013- Nov, 2024
Experience
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Ajlan & Bros
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Saudi Arabia
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Retail Apparel and Fashion
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200 - 300 Employee
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Quality & Follow up manager
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Sep 2020 - Present
CCTV Responsibilities:•Oversee and direct all facets relating to the CCTV (operations, management, response, and maintenance) across all facilities,Manage staff including performance reviews time and attendance, workflow management and employee relations.•Develop and implement security policies, protocols and procedures as needed.•Manage and maximizing contract financial returns by improving operational efficiency, management of staff•Achieving set goals in health and safety, quality and environmental management. Check the adequacy of designs produced by others, to ensure fitness for purpose and technical quality, in terms of providing safe environmentally acceptable facilities, in compliance with the Codes, Standards, Principles, Practices and Specifications.Quality Responsibilities:•Establish, implement, maintain, and continually improve a quality management system, including the processes needed and their interactions, in accordance with the requirements of 9001/2015 International Standard.•Analyzing, monitoring, and evaluating the performance and departments KPI’s.•Ensure that all objectives been achieved and evaluating the extent of achieving for objectives.•Evaluating and analyzing the effectiveness of the actions taken to exploit opportunities and reduce risks.•Plan, establish, implement, and maintain an audit program including the frequency methods.•Take appropriate correction and corrective actions without undue delay.Follow up Responsibilities:•Ensure that Follow-up supervisors is enhance and implement all SOPS.•Participates in customer and client listening programs to identify customer needs and expectations.•Monitor the effectiveness and quality of incoming, outbound calls•Evaluate and analyze the productivity of Sales team.•Measuring the productivity of the sales team in terms of positive visits compared to executed visits•Analyze customer surveys, complaints and market research.•Working on retention program for non-working customers.
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Sales Operations Supervisor
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Apr 2013 - Oct 2022
•Ensure customer satisfaction for every AjlanBrosCo Direct customer through call monitoring•Design and author educational program materials to enable frontline employees to effectively sell and execute the program•Analyze data to identify trends and patterns of data•Scope and evaluate opportunities and develop strategies to increase Volume, Revenue, and Distribution•Evaluate customer, segment and industry trends to identify new ways to leverage and grow both programs•Develop and maintain on-going communication with key headquarters and field-based business partners to define goals and strategies of program•Host ongoing refresher trainings and new release/update trainings•Maintain on-going communication with field-based partners on updates to the programs and share results•Own relationship with program vendors•Build excellent team capability through promotion of teamwork, process improvement, and best practice sharing.•Drive department initiatives, optimal frequency, minimum drop, orders per hour and best call times•Collecting customer feedback and market research.•Working on retention program for the customers, which stopped dealing with the company.•Establishing, maintaining and expanding my customer base.•Tracking the team movement through GPS tracking system.•Dealing with some major customer accounts.•Working as an internal quality auditor.
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Vodafone
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United Kingdom
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Telecommunications
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700 & Above Employee
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Service Expert
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Jan 2013 - Apr 2013
• Proactively manage personal work standards and development. • Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of client’s requirements.• Ensure service level agreements are met and maintained. • Work as part of a team to ensure offering world-class service at all times.• Meeting service level in handling all transactions measured through productivity reports• Develop and deliver areas of process improvement. • Assist in ensuring all quality standards are met. • Assist in reporting on and monitor KPI’s and SLAs. • Acting as second level to support the following • Voice and data technicalities: - Support all client's services on different types of handsets.- Support all client’s services on any OS (Android, Symbian, Windows, BB, Apple)- Full support 3rd parties products, services and related OS (Blackberry, iPhone)- Support all Broadband devices including USB Modem, MiFi
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Team leader
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Mar 2012 - Jan 2013
Acting as team leader for ADSL billing project• Managing the daily operations, and tasks distribution amongst team members.• Make sure that we communicate all Brand Essence messages and ensure delivery to our customers as well as ensure the understanding of our customers concerning Brand messages, through planning of appropriate cascading methods.• Achieve Vodafone customer’s satisfaction by continuously developing and enhancing the customer experience• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate and SL.• Motivate and encourage agents through positive communication and feedback.• Assist in reporting on and monitor KPI’s and SLAs. • Assist in ensuring all quality standards are met.
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Technical support
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Jun 2011 - Mar 2012
-Respond and solve all VF ADSL Egypt customer ADSL billing and technical inquiries -Act as a first line of support to all VF Egypt ADSL users’ inquiries - Provide customer with appropriate options/right suggestion
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Customer Service Representative
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Jan 2011 - Jun 2011
-Handling customers inquires about Vodafone services, products and promotions-Handling technical issues for business solutions and connectivity as USB technical support
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Assistant Store Manager
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Nov 2009 - Nov 2010
• Making sure the shop floor runs smoothly • Meet the store's monthly targets and handle budgets• Deal with any inquiries and complaints and monitor customer service• Serve customers as needed• Put the rote and shifts• Check that the products we sell are well displayed• Managing deliveries • Making sure the shop floor runs smoothly • Meet the store's monthly targets and handle budgets• Deal with any inquiries and complaints and monitor customer service• Serve customers as needed• Put the rote and shifts• Check that the products we sell are well displayed• Managing deliveries
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Quality control representative
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Aug 2008 - Nov 2009
•Handling shipments between Nokia care stores and maintenance engineers.•Make reports with delay cases in stores and in maintenance too and escalate with these reports to responsible teams to avoid any customer's dissatisfaction.•Check all shipments quantity to confirm all devices is in right shipment •Call customers to handling the problems about the mobiles cases and making offers to achieve satisfaction •Handling shipments between Nokia care stores and maintenance engineers.•Make reports with delay cases in stores and in maintenance too and escalate with these reports to responsible teams to avoid any customer's dissatisfaction.•Check all shipments quantity to confirm all devices is in right shipment •Call customers to handling the problems about the mobiles cases and making offers to achieve satisfaction
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Education
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2000 - 2005
Cairo University
Bachelor of Commerce (BCom), Accounting -
1998 - 2000
Al-malik Al Saleh
secondary school, Secondary Education and Teaching
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