Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic
Haitham Hammad AbdElaziz AbdElgawad

Haitham Hammad AbdElaziz AbdElgawad

Riyadh,Saudi Arabia

Summary

Dedicated and organized Operations Manager and effective leader with over 15 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity and exceeding customers’ expectations.

Decisive and resourceful team builder versed in sales, management and process improvement.

Possess in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.

Effective and loyal cross-functional communicator and problem solver seeking to leverage background into operations or Quality management role with growing organization.

I consider myself to be a good team player with a solid work ethic who exerts optimal effort, I am eager to learn and prepared to adapt myself to the new working situation , In addition to my experience and energy, I bring to the position an extensive knowledge of online syndication products and trends that will make a valuable contribution towards your company’s goals of building an audience and growing performance,
My strengths as below, but are not limited to the following;
-A good team player with all enterprise levels
-Able to coach, lead and develop a dynamic and diverse team of people.
-Always having a clear focus on targets over performance.
-Understanding the importance of having a good relationship with clients.

I want to obtain a position that will enable me to use my experiences, skills, background, and abilities to constructive workplace for communicating and interacting with customers and people.

Overview

15
15
years of professional experience
5
5
years of post-secondary education

Work history

Quality & Follow-up manager

Ajlan&Bros
Riyadh, Saudi Arabia
09.2020 - Current
  • Ensuring the integration of the QMS requirements into the organization's business processes
  • Establish, implement, maintain, and continually improve a quality management system, including the processes needed and their interactions, in accordance with the requirements of 9001/2015 International Standard
  • Establishing and developing the quality policy
  • Ensure that documented information determined by the organization as being necessary for the effectiveness of the quality management system
  • Analyzing, monitoring, and evaluating the performance and departments KPI's
  • Ensure that annual objectives for each department been determined
  • Ensure that all objectives been achieved and evaluate the extent of achieving for objectives
  • Evaluating and analyzing the effectiveness of the actions taken to exploit opportunities and reduce risks
  • Plan, establish, implement, and maintain an audit program including the frequency, methods
  • Ensure that results of the audits are reported to relevant management
  • Take appropriate correction and corrective actions without undue delay
  • Evaluate the extent of customer satisfaction
  • Evaluating the effectiveness of the quality management system
  • Ensure that QMS continues suitability, adequacy, effectiveness, and alignment with the strategic direction of the organization
  • Ensure that the external company accreditation is obtained and maintained (ISO 9001-2015)
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Set a clear mission and deploy strategies focused on that mission
  • Develop service procedures, policies, and standards
  • Keep accurate records and document customer service actions and discussions
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Ensure that Operations follow-up supervisors are enhanced and implement all SOPS
  • Participates in customer and client listening programs to identify customer needs and expectations
  • Monitor the effectiveness and quality of incoming, outbound calls and emails
  • Determine weaknesses in performance and establish solutions to improve
  • Evaluate and analyze the productivity of Sales team
  • Measuring the productivity of the sales team in terms of positive visits compared to executed visits
  • Measuring the extent of the sales team's coverage and customers conversion rate
  • Analyze data to identify trends and patterns of data
  • Analyze customer surveys, complaints, and market research
  • Working on retention program for non-working customers
  • Establishing, maintaining, and expanding customer's base
  • Oversee and direct all facets relating to the CCTV (operations, management, response, and maintenance) across all facilities
  • Investigate serious incidents and provide reports as needed
  • Motivate, coach, counsel and discipline all senior staff in the CCTV team to ensure that the team is developed and effective
  • Manage staff including performance reviews time and attendance, workflow management and employee relations
  • Monitor and evaluate the progress, performance, and productivity of the CCTV operations across all facilities
  • Develop and implement security policies, protocols and procedures as needed
  • Manage and maximize contract financial returns by improving operational efficiency and management of staff
  • Achieving set goals in health and safety, quality, and environment
  • Management
  • Check the adequacy of designs produced by others, to ensure fitness for purpose and technical quality, in terms of providing safe environmentally acceptable facilities, in compliance with the Codes, Standards, Principles, Practices and Specifications
  • Verify that the building or facilities being designed are of adequate dimensions to house all the equipment to be installed therein
  • Support Projects with advice on technical matters during construction, including construction safety and design and construction of temporary facilities
  • Attend progress meetings, if required
  • Inspect Contractor, Consulting Engineer and Vendor premises and witnesses
  • Participate as a member of Health, Safety and Environment review team.

Quality management representative

Ajlan & Bros
05.2019 - 09.2020
  • Ensure that company third party accreditations are obtained and maintained (ISO 9001-2015)
  • Ensure Quality Management System processes are “established, implemented and maintained”
  • Report to “top management” on the QMS performance and where improvements are needed
  • Ensure that everyone in the organization is aware of customer requirements
  • Ensure all company policies, procedures, and work instructions are documented in a clear, simple, and concise manner
  • Assist in the preparation of tenders by providing management system related documents
  • Identify relevant legislative requirements
  • Control and maintain the company audit and risk assessment schedule
  • Conduct quality and environmental system compliance audits.

Sales Operations Supervisor& Quality management representative

Ajlan & Bros
04.2013 - 09.2020
  • Ensure customer satisfaction for every AjlanBrosCo direct customer through call monitoring
  • Evaluate and analysis the productivity of Sales team
  • Ensure compliance of sales team members with Sales policies and procedures starting from journey plan till after sales services
  • Tracking the team movement and behavior through GPS tracking system
  • Design and author educational program materials to enable frontline employees to effectively sell and execute the program
  • Analyze data to identify trends and patterns of data
  • Scope and evaluate opportunities and develop strategies to increase Volume, Revenue, and Distribution
  • Evaluate customer, segment, and industry trends to identify new ways to leverage and grow both programs
  • Develop and maintain on-going communication with key headquarters and field-based business partners to define goals and strategies of program
  • Host ongoing refresher training and new release/update trainings
  • Maintain on-going communication with field-based partners on updates to the programs and share results
  • Own relationship with program vendors
  • Build excellent team capability through promotion of teamwork, process improvement, and best practice sharing
  • Drive department initiatives, optimal frequency, minimum drop, orders per hour and best call times
  • Collecting customer feedback and market research
  • Working on retention program for the customers, which stopped dealing with the company
  • Establishing, maintaining, and expanding my customer base
  • Tracking the team movement through GPS tracking system
  • Dealing with some major customer accounts
  • Working as an internal quality auditor for quality management system.

Service expert

Vodafone Egypt
Cairo, Egypt
01.2013 - 04.2013
  • Offered prompt solutions to maintain customer satisfaction.
  • Offered detailed advice on product and service benefits.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Voice and data technicalities:
    - Support all client's services on different types of handsets.
    - Support all client’s services on any OS (Android, Symbian, Windows, BB, Apple)
    - Full support 3rd parties’ products, services, and related OS (Blackberry, iPhone)
    - Support all Broadband devices including USB Modem, MiFi

Call center Team leader

Vodafone Egypt
Cairo, Egypt
04.2012 - 12.2012
  • Managing the daily operations, and tasks distribution amongst team members
  • Make sure that we communicate all Brand Essence messages and ensure delivery to our customers as well as ensure the understanding of our customers concerning Brand messages, through planning of appropriate cascading methods
  • Achieve Vodafone customer satisfaction by continuously developing and enhancing the customer experience
  • Monitor queues and track inbound calls
  • Keep agents aware of inbound calls, calls waiting, abandonment rate and SL
  • Motivate and encourage agents through positive communication and feedback
  • Assist in reporting on and monitoring KPI's and SLAs
  • Assist in ensuring all quality standards are met

Technical support

Vodafone Egypt
Cairo, Egypt
01.2011 - 03.2012
  • Handling customers' inquiries about Vodafone services, products, and promotions
  • Respond and solve all Internet services issues,billing and technical inquiries.
  • Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
  • Provide customers with appropriate options/right suggestions.
  • Achieve Vodafone customer satisfaction by continuously developing and enhancing the customer experience.
  • Liaise with Vodafone Group, service model knowledge sharing, and Transfer of best practices & Customer Experience Models.
  • Troubleshot operating systems, hardware and software problems to identify root causes.

Assistant Store Manager

Raya Retail
Sharm Elshiekh, Egypt
11.2009 - 12.2010
  • Making sure the shop floor runs smoothly and the display is perfect
  • Improved store ability to meet and exceed customer expectations, through careful trend and stock monitoring.
  • Led regular staff performance reviews to provide guidance and support for individual development.
  • Analysed daily and weekly sales results and maintained ongoing, productive dialogue with area manager and peers on sales performance.
  • Meet the store's monthly targets and handle budgets
  • Deal with any inquiries and complaints and monitor customer service
  • Optimised store performance through continuous evaluation of existing processes and identifying improvement opportunities.

Quality control representative

Raya Holding
Cairo, Egypt
08.2008 - 11.2009
  • Handling shipments between Nokia care stores and maintenance engineers
  • Make reports with delay cases in stores and in maintenance too and escalate with these reports to responsible teams to avoid any customer's dissatisfaction
  • Check all shipments quantity to confirm all devices is in right shipment
  • Handling customers and offering solutions to achieve satisfaction.
  • Worked with meticulous accuracy and attention to detail for faultless results.
  • Logged non-conformances and performed root cause analysis to avoid repeat issues.

Education

Bachelor's degree of commerce - Accounting

Cairo University
Cairo/Egypt
09.2000 - 05.2005

Lead Auditor - ISO 9001:2015

TUV Nord
Dammam,Saudi Arabia

Internal Quality Auditing - ISO 9001:2015

TUV Nord
Riyadh,Saudi Arabia

ISO 9001:2015 Awareness - ISO 9001:2015

TUV Nord
Riyadh,Saudi Arabia

Internal Quality Auditing (ISO 9001:2008 - undefined

Skills


  • Operational improvements
  • Working under pressure
  • Customer focus, service, and care
  • Team player, team management
  • Self-motivated
  • Statistical analysis skills
  • Problem-solving abilities
  • Familiarity with quality standards
  • Document reviews
  • Risk analysis
  • Quality controls
  • Internal Audits
  • Compliance documentation
  • Process Management
  • System development
  • Computer skills and applications
  • Excellent Knowledge of
  • Flexibility
  • Exceptional creativity
  • Self-Motivated
  • Active Listening
  • Organization and Time Management
  • Flexible and Adaptable
  • Problem-Solving
  • Decision-Making
  • Windows, internet, Microsoft office, Visio, Remedy, Seibel, Sales Buzz and AVL tracking systems

Languages

English
Fluent
Arabic
Native

Timeline

Quality & Follow-up manager

Ajlan&Bros
09.2020 - Current

Quality management representative

Ajlan & Bros
05.2019 - 09.2020

Sales Operations Supervisor& Quality management representative

Ajlan & Bros
04.2013 - 09.2020

Service expert

Vodafone Egypt
01.2013 - 04.2013

Call center Team leader

Vodafone Egypt
04.2012 - 12.2012

Technical support

Vodafone Egypt
01.2011 - 03.2012

Assistant Store Manager

Raya Retail
11.2009 - 12.2010

Quality control representative

Raya Holding
08.2008 - 11.2009

Bachelor's degree of commerce - Accounting

Cairo University
09.2000 - 05.2005

Lead Auditor - ISO 9001:2015

TUV Nord

Internal Quality Auditing - ISO 9001:2015

TUV Nord

ISO 9001:2015 Awareness - ISO 9001:2015

TUV Nord

Internal Quality Auditing (ISO 9001:2008 - undefined

Haitham Hammad AbdElaziz AbdElgawad