Ramy Elshafey

Experience

• 

  Raya Contact Center

  Jan 2011 - Jan 2016

  Senior Quality assurance

  • Interpret and implement COPC Customer Operation Performance Certificate standards.• Performance, manage Quality team and provide feedback on performance. Focus on customers/clients and know how to improve business performance. Report to client the Quality performance result and forecast future results.• Plan, and monitor either remotely or on recorded basis and evaluates agents’ performance.• Investigate Client complaints and non-conformance issues.• Collect and compile statistical quality data. Develop, recommend, and monitor corrective and preventive actions. Show less

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  B.TECH

  May 2016 - Jun 2022

  • Interpret and implement EFQM (European Foundation for Quality Management)• Perform and control the full audit cycle based on ISO 9001/2015. Understanding of business functions such as Customer service, Marketing, HR, logistics, etc.• Determine internal audit scope and develop annual plans.• Prepare and present reports that reflect audit ‘s results and document process. Obtain, analyze, and evaluate company documentation, data, and flowcharts. Act as an objective source of independent advice to ensure validity, and goal achievement.• Driving the company’s operating capabilities to surpass customer satisfaction and retention, and company goals.• Employing various initiatives to coach employees to optimize their capabilities.• Assessing and implementing improved processes and new technologies and collaborating with management regarding the implementation of these improvements. (ERP/OMS/SAP).• Overseeing operations of the company and the work of executives.• Evaluate performance by analysing and interpreting data and metrics.• reporting to the top management in all matters of importance. Show less

  • Process Excellence Manager

    Jan 2021 - Jun 2022

  • Process Excellence Section Head

    May 2016 - Jan 2021
• 

  Alfa Medical Group

  Jul 2022 - now

  Play a crucial role in ensuring that the business runs smoothly and efficiently, streamline processes, enhance productivity, and contribute to the overall success of the organization. overseeing and optimizing the operational processes using data-driven strategies to ensure full customer satisfaction, Lead and mentor operational teams, Foster a culture of continuous improvement and innovation. Develop and implement operational strategies aligned with organizational goals and use strong critical thinking skills to address operational challenges. Show less • Develop and improve Alfa scan SOPs (Standard Operating Procedures), quality standards and deploys the quality audit calendar events to monitor & ensure the execution against approved standards.• Establish processes related SLAs based on the approved SOPs to ensure internal and external customer compliance.• Identify any areas of development and recommends corrective & preventive actions to be presented to the top management for alignment and approvals.• Overseas the operational and financial audits across ALFA Scan branches over all functions including retail checklist, material consumption log, financial settlements, and overall branch outfits to ensure maximum compliance to ALFA Scan standards.• Implement quality training plans, tools, and techniques in coordination with the HR to enable others to achieve quality standards.• Recommends and leads process improvement initiatives in coordination with all concerned parties to enhance efficiency and customer centricity. Show less

  • Branches Operations Manager

    Oct 2023 - now

  • Quality and Performance Improvement Manager

    Jul 2022 - Oct 2023