Islam Ibrahim Ali

Experience

• 

  Teleperformance Egypt

  Jan 2011 - Jun 2017

  1-From March 2014 till Sep 2015 At Vodafone Account.● Teleperformance Egypt is an outsourcing company in the call center industry in including around 68 accounts (Offshore-Nearshore-Domestic), it’s working to achieve clients’ targets and achieve all KPI’s requested.● In Vodafone account, I was POC with the client in any technical issues on the system, responsible to monitor calls, putting action plans to achieve operationally and financial KPIs, working to create events to motivate our peoples.● Responsible for complaints received from the hotline team.From Sep 2015 till Sep 2016 At Samsung Account.● Responsible about giving solutions for technical problems which were facing our customers in their devices (TV’s- Mobiles- Air Conditions- Washing Machines)● Responsible to handle complaints that we were receiving it from our clients and align with service centers to finalize all cases.● Responsible for one of our main operational KPI’s (Quality).From Sep 2016 till now at Egyptian Gulf Bank Account.● Responsible for giving information about all banking inquires ● Monitor calls, coach agents for their weak points, and working to increase the percentage of C-sat● Responsible for complaints related to (Debit Cards-Credit Cards- Loans, .etc), I communicated with the concerns department to handle and finalize all cases within TAT which we promised our customers. Show less

  • Contact Center Supervisor

    Mar 2014 - Jun 2017

  • Contact Representative

    Jan 2011 - Mar 2014
• 

  Huawei Consumer Business Group

  Jun 2017 - Nov 2021

  Managing the day-to-day operations to achieve service level agreements, NPS, AHT, and quality metrics.Lead a team that contains 250 agents, 10 team leaders, and 2 supervisorsResponsible for all Huawei LOBs (Calls-Chat-Email-WhatsApp for MEA countries (Egypt-UAE-Oman-Qatar-Bahrain-Kuwait-Tunisia-Alegria-Morrocco)Weekly forecasting with the WFM team to measure the trend of calls and put the needed staff to handle it.Hiring process and follow-up to get suitable candidates for each line of businessCommunicate with Huawei HQ regarding the monthly VOC analysisPut a monthly improvement plan for the failed KPIs to improve and enhance the agent's skills.Handling the complaint team, designing the escalation process, and improving itWorking on increasing Efficiency for all employees and put a strategic plan for cost optimizationLead the operation to implement COPC CX standards for better customer experienceOrganize, plan, monitor, and manage a company’s customer service and call center departments to ensure optimized interaction between a company and its clients.Developing and implementing strategies useful in improving customer relationships, dedication, and satisfaction.Collect, analyze, and interpret customer interaction data to identify requirements and information useful in optimizing the customer experience. Show less -Responsible about In-bound and Out-Bound calls for ME countries-Monitor calls, coach agents for their weakness points and working to increasepercentage of C-sat to reach best possible quality of service-Responsible about complaints related to delays or repair of devices.-Make analysis to show agent and account performance and put plans for crisescases.-Communicate with Huawei head office to enhance our service that presented inmiddle east countries Show less

  • Contact Center Operations Manager

    Jul 2019 - Nov 2021

  • Contact Center Supervisor

    Jun 2017 - Jul 2019
• 

  BDO Esnad

  Nov 2021 - Nov 2022

  Contact Center Manager

  Responsible for outsourcing services relevant to BDO EsnadDesign the operational KPIs for all contact center layers.Managing the day-to-day operations to achieve service level agreements, NPS, AHT, and quality metrics.Lead a team that contains 150 agents, 8 team leaders, and 2 supervisorsCreating an end-to-end process for all departments(WFM- Quality- HR-Operations)Hiring process and follow-up to get suitable candidates for each line of business weekly forecasting with the WFM team to measure the trend of calls and put the needed staff to handle it.Managing variation for any failed metrics and reducing waste.Meet the client requirements by improving all metrics relevant to each accountApplying COPC standards & Lean Six Sigma to reduce waste, increase revenue, and present the highest level of quality Show less

• 

  Alfa Medical Group

  Dec 2022 - Nov 2024

  Contact Center Manager
• 

  4level1

  Dec 2024 - now

  Customer Service Director