Team of Experts

LinkedIn profile:  eg.linkedin.com/in/amronsy

• Customer Service strategies & policies.
  Customer satisfaction research & measurement.
  Strategic Management & Planning.
  Call Center management & metrics
  Crisis Management.
  Marketing.
  Supply Chain.
  Training.

• Micro Masters Program
  Major: Supply Chain
  Institution: MITx
  Completion Status: On going, expected completion Dec. 2019.MBA. “Masters degree of Business Administration”.
  Major: Marketing.
  Institution: Arab Academy for Science & Maritime transport
  Year Completed: 2016

  DUTFA II “Diploma of translation from French to Arabic (2nd level)”
  “Diplome Universitaire de Traduction Francais-Arabe, DUTFA 2” “International Relations and Economic translation”
  Institution: French Center of Culture & Cooperation, Cairo, Egypt, in conjunction with University Lyon II, Paris, France.
  Year Completed: 2009

  DUTFA I “Diploma of translation from French to Arabic (1st level)”
  “Diplome Universitaire de Traduction Francais-Arabe, DUTFA 1” “International Relations and Economic translation”
  Institution: French Center of Culture & Cooperation, Cairo, Egypt, in conjunction with University Lyon II, Paris, France.
  Year Completed: 2007

  Bachelors degree of Engineering
  Major: Civil Engineering
  Institution: Ain Shams University
  Year Completed: 2002

• COPC.
  Business Decision making.(Wadi Degla/ Logic Training consultancy)
  Change Management.(Wadi Degla/ Logic Training consultancy)
  Leadership Skills.(Wadi Degla/ Logic Training consultancy)
  Training of Trainers.(Wadi Degla/ Logic Training consultancy)
  Project Management (American Chamber)
  QA management (Raya Contact Center)
  TTT (Train The trainer) (Raya Contact Center)
  Customer service skills. (Raya Contact Center) 

Hill International/ Egyptian Natural Gas Holding Company/ AFD (Agence Francaise de Development)
March 2019 – to date
Working as a consultant with Hill International for Egyptian Natural Gas Holding Company, to revamp the customer service operations across the entire natural gas sector in Egypt.

Scope:
Designing the Customer Service solution revamp for the GAS sector across Egypt, the solution includes:
Supporting channels (Omni-channel support through Face-to-Face, Call Center, Social media, Mobile application, Email, & SMS)
Creating the SOPs for each channel.
Supervision of implementation of the SOPs

BDO Esnad (Call Center – Outsourcing)
Number of seats: 70
August 2015 – to date
Scope:
Bringing the operations of the outbound projects up to COPC standards & revamping the projects KPIs, the projects included:
Vodafone Poaching (Telesales)
Vodafone VIS (CATI)
BAT (CATI)
Several Inbound projects

Libyana Network Operator/ AZR Call Center (Telecommunications – Libya – Call Center)
Number of seats: 50
December 2015 – April 2016
Scope:
Set the Business model, Operational Plan, Operational organizational chart, KPIs, as well as the coordination with all supporting functions (Quality/ HR/ Training) for AZR call center that provides customer service & technical support for Libyana’s customers.

Arkan Developers / In-house Call Center (Real Estate)
April 2015 – August 2015
Scope:
Setting the Strategy, Operational plan, metrics, KPIs & organizational chart of the in-house call center & customer service team for Arkan Developers.

Title: Founder & Managing Director

Scope:
Developing and executing the company’s business strategies as well as managing the operations.
Achievements:
Extending base of operations to include UAE, as well as Egypt.
Increasing partner portfolio to include 4 global partners.
Increasing revenue, while mitigating costs.
Moving from local company targeting the Egyptian market to open regional markets throughout MEA.

Wadi Degla Investments
October 2015 – Current.

Title: Customer Service & E-Business Director. (Wadi Degla Investments)

Scope:
Heading 4 functions within the organization, setting their strategies, KPIs, budgets, and managing their operations.
Functions include:
E-Business:
Creating & designing initiatives to achieve recurring revenue, customer satisfaction, and generate traffic through WD’s digital platforms.
Customer Service:
Architecting the full scope, channels, and strategies of the function to achieve customer satisfaction, cost efficiency, and maintain operational metrics.
Collections:
Designing the function’s strategies & SOPs to turn customers’ negative credit into cash flow, as well as managing the department’s operations.
Investigations:
Investigating allegations of conflict and misconduct between customers to ensure a healthy and stress free environment, while maintaining brand image.

Title: Customer Service Director (Wadi Degla Clubs Egypt/Africa & Wadi Degla Developments)

Scope:
Designing the Customer Service solution & managing its operations, the solution includes:
Supporting channels (Omni-channel support through Call Center, Social media, Mobile application, Email, & SMS)
Creating the Process & procedures for each channel.
Managing the operations for each channel.

Title: Customer Service Manager (Egypt – Africa)

Scope:
Designing the Customer Service solution & managing its operations. The solution includes:
Supporting channels (Omni-channel support through Call Center, Social media, Mobile application, Email, & SMS)
Customer satisfaction research & measurement, planning & overviewing actions to ensure meeting & exceeding satisfaction.
Creating the Process & procedures for each channel.
Running the operations for each channel.

Misr-Italia Group
July 2014 – October 2015

Title: Call Center & Customer Service Operations Section Head.

The main purpose of the role is to lead the Customer Service department as well as the Call Center in the aim to maximize the company’s revenue through spreading word of mouth, cross-selling, up-selling, & managing the referral program.

Job Duties include the following:
• Leading Customer Service & Call Center departments
• Setting Customer Service & Call Center Policies & strategies.
• Setting the Customer Service inter-departmental processes & SLAs.
• Manage the team’s collection handling.
• Cross selling & Upselling the company’s products to our selected pool of customers.
• Driving Customer Satisfaction.
• Creating & Implementing Loyalty & referral programs to generate revenue.
• Follow up on the day to day activities & reports for C.S. & C.C. departments
• Revamp the process & Service manuals for Customer Service & Call Center departments.
• Set Action plans to develop the Call Center & Customer Service department.
• Create inter-departmental processes between the C.S./ C.C. departments and other departments.
• Forecasting of the calls received by Call Center.
• Revamp the quality metrics of the C.S. & C.C. departments.
• Appraisal & Evaluation for C.S. supervisor & C.C. Manager
• Attend One-to-One meetings between executives & supervisors.
• Set suitable performance metrics & report the status to top management.

RAYA Contact Center (COPC Certified)
April 2009 – July 2014

Title: HTC Technical Expert (Oct 2010 – July 2014)

Job summary:
A Technical Expert is a merger between a trainer & a regular team leader, I was Leading 4 teams of International Account Advisors (47 agents servicing the following regions: Greece, South East Europe, MENA, South Africa totaling 41 countries), with the purpose of enhancing their overall performance, and making sure they meet if not exceed their metrics.
I was also a focal point conveying new HTC programs to the entire project, and following up in its implementation.

Leading 4 teams of Customer Care/ Technical Support representatives.
Conducting one to one meetings & coaching sessions to ensure performance KPIs are met & enhance performance.
Analyzing CRM data to spot issues in product or process, report issues to client, create & implement action plans to eliminate them.
CSAT survey data analysis to increase & maintain high level of CSAT.
Focal point to convey to the HTC different customer complaints, designing & implementing action plans to overcome the recurrent issues.
Creating & implementing processes to apply new services or ensure the proficiency of current ones.
Work with HTC to make sure the representatives are up to date with the latest technical information.
Calculate the performance metrics with the team leader and make sure the required scores are met, and create action plans to rectify deviations.
Reference to the quality department in monitored transactions.
Monitor scored transactions for both Quality Executives & Team Leaders to make sure the scoring is following the correct process.
Designing training presentations & Conducting sessions to representatives across HTC for new software, updates, product knowledge, and technical troubleshooting techniques.
Conducting tests for the representatives, monitoring their calls, conducting test calls.
Making sure the overall quality of the transactions (Mails/ Calls) is consistent and meets the client requirements.

Title: Customer Care Manager/ International Account Advisor (April 2009 – Oct 2010)

Job summary:
Handling complains & enquiries of HTC’s customer in the UK, Romania, Croatia, Serbia, & Bulgaria, as well as solve any technical issues.

Job duties include the following:
Following up on the customer satisfaction survey to analyze reasons of dissatisfaction.
Calling dissatisfied customers to learn the reason for their dissatisfaction & solve it.
Following up with the repair center to make sure the customers receive back their product without any issues & on time.
Solving the technical issues customers face with their phones.
Providing any information the customers enquire about whether regarding the functionality of the phone, key selling features, or the repair process.
Answering customer’s emails efficiently and correctly to ensure solution of their issues.

Salsabil for Agricultural industries
November 2003 – March 2009
Company operated in the field of agriculture & breeding livestock, the company clients included Carrefour & Alfa Market, in addition to other clients.

Title: Operations & Sales Manager (Jan 2006 – March 2009)
Job duties include the following:
Management of the field operations through managing the Supervisors & Agricultural engineers.
Management of the Sales team, including setting targets, and monitoring their KPIs.
Handling Key Accounts.
Aligning both operation targets and sales targets to correspond to market needs.
Following up on the payments
Reporting the performance to the GM.

Title: Sales Key account Manager (November 2003 – Jan 2006)
Job duties include the following:
Organizing sales visits & presenting products
Establishing new business
Reviewing Sales Performance
Negotiating contracts
Following up on the payments & making sure all payments are collected on time and in full.