Abdelaziz Ali

Experience

• 

  Teleperformance Egypt

  Jul 2016 - Aug 2018

  • Crisis Line and GDS Back Office

    Aug 2017 - Aug 2018

  • Travel Consultant

    Jul 2016 - Jul 2017
• 

  Flyin.com

  Aug 2018 - Nov 2021

  Sr. Travel Consultant
• 

  Concentrix

  Feb 2022 - Feb 2024

  - Leading, Develop, Support & Motivate a team of Operations supervisors toward achieving client objectives, company goals & accordingly customer satisfactions.- Establish a high standard for productivity, quality, customer service as well as dene user guidelines.- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.- Summarize, collect and analyze call center trends and data for regular performance reports.- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.- Maintain client relationship & client satisfaction.-Maintaining project's profitability by increasing gross margin through managing our cost efficiently & maintaining our revenue as high as possible. Show less • Responsible for driving LOBs KPIs, spotting performance defects through root cause analysis and data processing.• Identifying performance-related issues and develop an action plan for improvement and implement corrective actions.• Responsible for the day-to-day supervision of a group of call center associates including work and attendance.• Monitoring in accordance with organization policy and applicable legal requirements.• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.• Ensuring service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.• Conducting Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.• Staying current on internal work processes, policies and procedures. Attend required manager developmental training.• Maintaining in-depth knowledge of Client products and services.• Promoting the company's values through both behavior and attitude, including being an advocate for the team member. Show less

  • Senior Operations Supervisor

    Mar 2023 - Feb 2024

  • Operations Supervisor

    Feb 2022 - Mar 2023
• 

  Amazon

  Feb 2024 - now

  Investigations Manager

  Leading & developing the compliance team toward achieving company’s objectives, goals & accordingly compliance standards. · Establish a high standard for productivity, quality, as well as dene user guidelines. · Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures. · Summarize, collect and analyze trends and data for regular performance reports. · Process implementation and improvement.