- born nov ´65
- married, one child
- countries of living: egypt, saudi arabia, united arab emirates, iran, kuwait, canada, austria, germany
- english and german fluent, french basic
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my personality is based on:- western
education
- discipline
/ reliability
- excellent
and dynamic motivation
- strong
teamwork
- intensive
communication skills
- ultimate
flexibility
- trust
and confidence
- outstanding
efficiency
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professional achievements
project management
- client
requirement capture leading to conceptualization of event structure
- budget
and risk analysis leading to clear direction for fund raising delivery
of superior logistical support
- organisation
and delivery of actual event to
predetermined cost and quality
- post
event review and communication
operational management
- delivering
the customer care business model within a 200 staff Call Center
- Establishing
and delivering the organization´s corporate business plan including all back office
support requirements
- delivering
agreed department KPI’s and monitoring progress towards truly outstanding and consistent customer
experiences
- continuous
review of performance management program to ensure continued alignment with business
and contact center objectives
- supporting
the effective operational management and functionality of the contact centre
business units/ functions (including: front offices, order management, account
management and back office)
- assigning,
monitoring and coordinating work assignments to achieve operational goals
- determining
training needs and identifying training courses for individuals and teams in
conjunction with training team management
- optimizing
systems to achieve productivity and quality balance that promote superior
customer satisfaction and support delivery of
contact centre and back office KPIs
- supporting
people in achieving their individual targets and KPIs and increasing their
understanding of the relevance and impact of those factors in the team’s
overall performance
management consultancy
- developing
and delivering proactive strategies to create a positive relationships with key
customers and build loyalty for the organization
- size
and dimension the contact center and business care resources in conjunction
with the operational support Team.
- driving,
leading and cultivating contact center management to deliver continuous quality
service excellence in all customer interactions (email, phone, internet, etc)
- developing
and motivating contact center management by providing clear direction and
guidance, coaching, and positive reinforcement supported by appropriate reward
systems and career development opportunities
