Bassem Malak

Experience

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  FRESH ELECTRIC FOR HOME APPLIANCES

  Jan 2012 - Feb 2014

  • Mange all Call Center Service operation activity and reporting system• Service KPI management [Monitoring, Targeting, Performance Evaluation] forAll SVC providers ( Authorized and Direct service center ) .• Mange FRESH call center in Egypt and CIS Countries ( Georgia ) . • Manage and create Reporting system for all service activities .• Process management, Responsible to incorporate the “best practices” theory with Current process• Assist in the development and delivery of the brand's after sales strategy• Manage new service maker evaluation audit.• Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.• Establish and complete after sales management regulations, monitoring and evaluate the after sales performance regularly • Establish and complete after sale network in ruler area which covers all sales districts and meet sales process, the pace of it should fit with the sales developing need.• Setup Call Center System ' AVAYA ' in Egypt • Setup Call Center System ' CISCO' in GEORGIA Show less

  • Call Center Manager

    May 2012 - Feb 2014

  • Over Seas Service Manager

    Jan 2012 - May 2013
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  FRESH ELECTRIC FOR HOME APPLIANCES

  Jan 2019 - now

  • After Sales service manager .• Product management for all washing machines ( Single tub , Twin tub , Front loading , top loading , dish washer ) and Electric water heater .• Technical support for all washing machines ( Single tub , Twin tub , Front loading , top loading , dish washer ) and Electric water heater .• Training For new launched product .• Monitor and improve product quality with factory team ( Quality and R&D ) based on market feedback and customer issues ( spare part failure / warranty issued , Customer feedback) • Manage and develop service operations by enhancing customer satisfaction and response time and feedback accuracy • Operate service operations by developing service procedures and instructions then communicating them with all team members • Operate service operations by developing periodic reports and presentations as well as communicating team needs .• Monitor and develop service team by improving their performance through coaching and following up the various KPIs (Repair time, Failure rate, Productivity, Cost of service) • Execute operations projects by initiating new projects and contributing in the running projects Show less • Implement Service system SAP Cloud for customer (C4C)• Make blue print for overall service activities ( Book of service activities ) • Adjust and Enhance current processes of service to adapt with New system • Multi Resource scheduling” MRS” is applied for allocating Work tickets to resources ( Auto Allocation ) • MRS allocation based on conditions (Availability, location, Credit limit,..)• Create Organization structure on System to meet system requirements• Manage warranty system ( In and out warranty ) form Customer call to Account activates ,• Training for all users ( C4C, MRS , ERP )• Test New system to assure that is meet all process activities• Handle user problems and training for solutions • Handle system problems and adapt issues to maintain all actives Show less

  • After Sales Service Manager

    May 2014 - now

  • SAP (C4C / MRS / ERP ) Key User and Business Expert

    Jan 2019 - Dec 2022