Saber Mohamed Sayed Ahmed
Head Of Operation
Shiekh Zayed
Summary
Experienced professional seeking to join a dedicated team focused on long-term strategic goals, leadership, quality, and change management. Looking to leverage diverse experience and strong communication skills to contribute to a well-established company aligned with academic background and field of interest. Eager to play a pivotal role in advancing a progressive business with a clear vision for growth and development.
Experienced with operational management, process optimization, and team leadership. Utilizes strategic planning and resource allocation to drive efficiency and growth. Track record of implementing successful initiatives and fostering collaborative work environment.
Overview
16
16
years of professional experience
2008
2008
years of post-secondary education
Work History
Head of Operations
ETIT
09.2015 - Current
- Company Overview: Egyptian Company for tracking service & Information Technology
- Serve as the lead point of contact for all customer account management matters.
- Build and maintain strong, long-lasting client relationships.
- Negotiate contracts and close agreements to maximize profits.
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
- Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.
- Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts).
- Prepare reports on account status.
- Collaborate with sales team to identify and grow opportunities within territory.
- Assist with challenging client requests or issue escalations as needed.
- Egyptian Company for tracking service & Information Technology
Quality Standards Implementation Supervisor
El Araby Group
04.2015 - 08.2015
- Monitor and evaluate how well risks are being managed and make sure that internal processes are working.
- Provide a consulting service, advising management on how to improve systems and processes.
- Preparing reports to highlight issues and problems and distributing the reports to the relevant people.
- Agreeing recommendations with relevant staff members to make improvements to operations and helping to secure backing for them in meetings.
- Providing support and guidance to management on how to handle new opportunities.
- Researching and assessing how well risk management processes are working and recording the results using software such as Microsoft Word and Excel.
Workforce Supervisor
El Araby Group
06.2012 - 03.2015
- Track, analyze and report center and agent performance with reports.
- Analyze and report historical data and trends and develop forecast models.
- Generate long-term and short-term forecasts.
- Manage employee information changes.
- Manage scheduling process.
- Manage proactive approval and denial of discretionary activities; such as vacations, training, and meetings.
- Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
- Generate new forecast when current day forecast has high deviation from actual.
Workforce Analyst
El Araby Group
09.2011 - 06.2012
- Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
- Fill overtime and under time availability.
- Manage intraday staffing levels.
- Monitor real-time Community Adherence Alerts.
- Monitor real-time agent work state reports.
- Manage call-in line.
- Approve discretionary activities to increase occupancy.
- Increase staffing levels or modify call routing to increase service levels.
- Administration of intraday schedule changes.
- Communicate identified intraday risks to management and other intraday analysts.
Customer Service Representative
El Araby Group
01.2011 - 09.2011
- Answering phone questions and working as part of a team to solve problems that customers had.
- Directing customers to places where they could find answers to related questions and helping provide good customer satisfaction.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
- Working as part of a team to ensure the Customer Services function offers World Class Customer Service at all times.
- Provide internal and external customers with accurate and timely information.
- Express free thought and empowerment through the improvements of process and procedure.
- Maintains call center database by entering information.
Data Checker (Paralegal Analyst)
Mouchel
09.2009 - 11.2010
- Auditing Land transactions in Abu Dhabi Municipality.
- The work included a full and it approach that required an 'Attention to detail' mindset and the ability to read and write Arabic.
- This role included functional and technical aspects (e.g. use of IT to help track outcomes and progress).
- Importing, cleaning, transforming, validating or modeling data with the purpose of understanding or making conclusions from the data for decision making purposes.
- Prepares source data for computer entry by compiling and sorting information; establishing entry priorities.
- Maintains data entry requirements by following data program techniques and procedures.
- Maintains customer confidence and protects operations by keeping information confidential.
Customer Service Representative
IN & Out Furniture
03.2009 - 08.2009
- Answering phone questions and working as part of a team to solve problems that customers had.
- Directing customers to places where they could find answers to related questions and helping provide good customer satisfaction.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
- Maintains call center database by entering information.
Education
Bachelor of Law -
Cairo University
Skills
Advanced knowledge of Microsoft Office (Word, Excel, Access and Power point)
High customer service skills
Work force management
Effective leadership
Decision-making skills
Public Relation Building
Delivery and result oriented
Trainer and instructor of Microsoft Excel & PowerPoint
Team building
Relationship skills
Collaboration skills
Energetic
Operational excellence
Business analysis
Organizational development
Workforce planning
Logistics management
Team leadership
Problem-solving abilities
Performance evaluation and monitoring
Operations management
Analytical skills
Problem-solving aptitude
Time management abilities
Military Status
Exempted
Personal Information
- Date of Birth: 11/28/86
- Marital Status: Married
- Place of Birth: Cairo
Qualifications
Bachelor of Law, Cairo University, 2008, Good, BBSA (Basic Business Skills Acquisition), FGF (Future Generation Foundation), 2008, Sales training course, Dale Carnegie Training, 2009, Excel course, New Horizon Education Center, 2011, Effective Leadership, Totality, 2011, Work Force Management, ECCO WF Management, 2011, Six Sigma course, orange belt, 2014, Certified COPC, EL Araby Group
Timeline
Head of Operations
ETIT
09.2015 - Current
Quality Standards Implementation Supervisor
El Araby Group
04.2015 - 08.2015
Workforce Supervisor
El Araby Group
06.2012 - 03.2015
Workforce Analyst
El Araby Group
09.2011 - 06.2012
Customer Service Representative
El Araby Group
01.2011 - 09.2011
Data Checker (Paralegal Analyst)
Mouchel
09.2009 - 11.2010
Customer Service Representative
IN & Out Furniture
03.2009 - 08.2009
Bachelor of Law -
Cairo University