Ahmed Zarief Abd El Hakim Abd El Aziz

• Company Overview: (Libya Location)
• (Libya Location)

• Company Overview: (NTCC PROJECT)
• (NTCC PROJECT)
• Getting Best Employee for May Month.

• Company Overview: (TELECOM EGYPT PROJECT)
• (TELECOM EGYPT PROJECT)
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Zero Critical & Zero Non-Critical Errors.

• Company Overview: (TECHNICAL SUPPORT)
• (TECHNICAL SUPPORT)
• Handling Static IPs & Remote Desktop Requests.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• High Quality of Service with Clean sheet of Errors

• Company Overview: (TECHNICAL SUPPORT)
• (TECHNICAL SUPPORT)
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.

• Creating New tool "Ask Me" to facilitate Advisor Workload updated with all cases of DSL Troubleshooting to reduce the AHT of call and consolidate all Needed Scripts while creating suitable SR.
• Mentored junior advisors, fostering professional development and enhancing overall team performance.
• Engaged prospective clients in effort to build and develop new business opportunities.

• Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
• Reported progress, test metrics and results to project stakeholders.
• Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
• Increased stakeholder confidence by presenting detailed QA reports and insights during project review meetings.
• Enhanced team collaboration, sharing best practices and insights that led to refinement of testing protocols.
• Initiating training plan for Advisor in Red Zone "Low Quality of Work"
• Set up unique Sessions for Operation Supervisors to unify the same standard of monitoring Calls.
• Merge Different Activity in one Sort Code to and to be created automatically with different Scenarios to Save AHT and Decrease Reporting Quality Errors.

• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Decreasing Escalation SRs after finding out the reasons behind of Creating such SRs
• Sending Needed Tips to avoid creating unneeded SRs.
• People Investment by developing my subordinates and promote them in short time "6 moths" for higher position.

• Ensured timely completion of projects through effective scheduling and prioritization of tasks based on urgency and importance.
• Call Reduction Action for Sudden Increase in Not Removed Hotline Automatically after Siebel Upgrade, then resolving this issue by work around solution on Time to Save Area SL.
• Strengthened cross-functional collaboration, leading to more cohesive teamwork and better overall results.
• Implemented cost-saving initiatives, reducing operational expenses without compromising quality or productivity.

Updating Fake Contact to Avoid C-SAT Survey:

• Situation: We used to receive Audit mails from Performance Team for such weird behavior then sending them to HR.
• Contribution: I escalated to Concerned Team to lock editing Contact through Siebel.
• Impact & Results: Action Done on SRs & Zero updating Fake Contact now & Next Phase will be applied on Activities.

Violation Stream:

• Situation: In the beginning of April-2024, I received the Task, Q1, 2024 the Non-Violation Accuracy was 78%.
• Contribution:
• Preparing related analysis to reach to the route cause & I found that most Common Violated SRs were { 2 Hours SRs + Partnership SRs }.
• For 2 Hours SRS, we set Criteria for whom handling Floor Task that they have Zero Violation for that SRs Type so I built up a new Competition between the advisors to handle such SRs on time while handling the Floor Task to keep on his place in Floor Pool.
• For Partnership SRs, Pushing Reseller Team whom handling Their Mailbox, to close the SR once it would be handled & not to close them as Bulk to avoid the Violation in addition to sending gradually Audit to make sure that they adhere related SRs Commitment.
• Impact & Results:
• For 2 Hours SRs, we decreased Violation by 56% for Q2 Vs Q1.
• For Partnership SRs, we decreased Violation by 98% for Q2 Vs Q1.

• FCR Stream:
• Situation: In the beginning of April-2024, I received the Stream in Q1, 2024 & the FCR Accuracy was 48%.
• Contribution:
• Working on Directing SPOCs to use Digital Channels & letting Account Advisor to follow with them as a courtesy..
• Make Auditing on Repeated calls of Can’t Make & Receive Call & MI Connectivity Issue by encouraging CAM Advisor to make Follow up on mentioned topics to make sure that SPOC issue is solved.
• Follow up SPOCs Requests on System to Avoid Failed Actions.
• Sending FCR Outliers to Direct SPVs to get Suitable & Quick Coaching
• Selecting Pool of SPOCs to Contact them who contact us more than time within the 72 H from their 1st Call to guide them to use SPOC App instead of calling 222
• 140 Intermediate “SME” Accounts out of 149 Accounts (their FCRs% were 0%) & Increased to be between (from 1.6% to 40%) April Vs May.
• 43 Premium “L&G” Accounts out of 49 Accounts (Their FCRs% were 0%) & Increased to be between (1.10% to 31%) April Vs. May.
• Assure to Make Outbound for Dropped Calls regardless SL. To avoid Call Repetition from Customers Side.
• Impact & Results: FCR Accuracy was Increased to 51% in Q2, then reached on Q3 to be 53%, finally we reached to 55% in Nov-2024.

Lost Hours Stream & PCs Cleanup Monthly Plan:

• Situation: Low PCs Performance & Defected Assets lead to Tardy Login & Overlapping issue.
• Contribution:
• PC Maintenance & Cleanup Monthly Plan.
• Appreciation Mail from Area Manager for great Progress.
• Amended almost Area PCs with 8G RAM instead of 4G RAM to Decrease Slow Performance Issues.
• Updating IT Internal Team with All Computer Names to perform an Excursive {Run Script} to avoid Free Spaces Issues
• Direct Channels with All IT Teams to Accelerate Solving HW/SW Issue.
• Decreasing SL of Assigned TT to IT Internal Team from 48 Hours to 2 Hours.
• Routing back any outlier who has permanent connection or PC issue.
• Auditing for Each PC Problem TT to avoid Fake update.
• Replacement huge no. of defected assets after performing needed cleanup.
• Impact & Results:
• High Positive Impact in Lost Hours due to Monthly Cleanup Plan.
• We decreased Lost Hours in H1, 2024 Vs. 2023 YTD by 25%
• Appreciation Mail from Sr. Manager for high Contribution.

Saving Company Budget {Overtime} & Maintain Area SL “Conformance”:

• Situation: WF Team used to avail overtime plan to absorb unexpected Forecasted to Any Planned Campaign or etc.…
• Contribution: I created new Idea to let advisor to conform their log out in Peak Times such Bill Cycle Days, specially whom logged from Home.
• Impact & Results:
• We Saved 30 Hours Per Day as average in Bill Cycle Dates to decrease Overtime Plan “When Needed”
• 2nd Table explains all Bill Cycle Days were achieved starting from May-2024 when we applied initiated Idea.

Saving Huge Account from Port Out:

• Account ARPA: 104K
• Dials HC: 5635
• Situation: Account SPOC insisted to deactivate related account due to Planned Outage each day at Business Object App from 12 AM to 9 AM SPOC Issue (couldn’t Make MI Capping on whole Account) and that’s lead his to decisive Revenue Loss
• Contribution:
• I contacted Sales to get work around solution by availing this report “1455” from archived Report with Sales Side.
• Already getting MI Capping Actions on around 5k Dials.
• Agreed with SPOC and sales that in the Morning after Business Object will be ready to use, that I take the same action on the rest of dials around 400 Dials.
• I confirmed with Amir (Sales) that all Needed Capping actions have been taken today.
• Impact & Results:
• I saved the account from Deactivation for 5635 Dials with ARPA 104 K within this Duration.

I got appreciation Mails from Sr. Manager & Area Manager.

• Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
• Strengthened cross-functional collaboration, leading to more cohesive teamwork and better overall results.
• Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements.
• Streamlined operations for improved efficiency, delegating tasks and setting clear performance expectations.
• Assessed problems and conflicts and resolved independently.
• Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
• Call Reduction Action for Sudden Increase in Add Community List Service after Missing to add it while Activation New Dial then after making needed Audit and found out the Gap, referred back to Activation Team to make sure to confirm Adding this Service while activating the new Dials to avoid Call repetitions for that Topic & Decreased the demand by 36% from call portion for this call Type to Save Area SL & Keep on Customer Satisfaction.

Creation & C-SAT Streams

• Situation: In the mid of Sep-2024, I received those Streams, the Creation Target was 87% while the Target is 95% & C-SAT was around 86%.
• Contribution:
• Sending 2 times per week Creation MTD to let Advisors updated with their creation % to catch their Results “Creation”.
• Sending Top Achievers & Outlier in Creation & C-SAT.
• Applying New Performance Process, “Losing Creation Target is equal Losing the Variable”
• Preparing Suitable Pool of advisors “Top C-SAT Achievers” to do OTC Task.
• Monitoring on Daily Basis live C-SAT, and increase the No. of Advisors who are handling OTC Task When Needed to maintain C-SAT Results.
• Sending PPT to Advisors including who to define the Compensation Seekers who have Fraud Flag on Siebel also to define Last Rated Survey as a Date through Genesis Interface.
• Preparing Script to be delivered for Compensation Seekers to avoid their calls repetition & to Maintain related CSAT Survey
• Impact & Results: Ref. to above Plan & Actions, the Creation% is increased 7% after Stream Start & for C-SAT, increased by 4% from 86% to be 90%

NBA Task “Up-Selling Mobile Internet Bundles”:

• My Team achieved the Highest No. of Activated Bundles “445” & Count of Bundle Fees as I reached to 21K LE.
• My Team Share is more than 50% across all EU Teams & RM OB Task.
• It’s noticed that the NBA offers is decreased in Dec-2024, due to Technical issue what belong to Price up. Already Escalated from my side.
• Sending NBA Tips to EU Area to explains How to Handle this Task.
• Escalated Wrong Calculation Activated Bundles to Concerned IT Team and Direct they fixed it then I got an Appreciation Mail from Direct Task Owner.