Alaa Atef Email & Phone Number

languages education background & 14+ years of comprehensive experience in different fields. 13 years at building and developing different accounts within contact center. Certified COPC release 6 – certified Six Sigma Green Belt – certified team leader. Excellent experience at contact center, customer experience, project leadership abilities and personal management skills. I manage to work with different sectors as Automotive, telecom, banking & Health sectors with different sizes of international accounts as GMME – Different LOBs at Etisalat UAE as Directory Inquiry – Service Recovery (Back office Account) – Information service accounts and First Abu Dhabi bank at UAE. Due to my qualification, passion, determination, ownership, analytical skills, quality skills & positive attitude, am assigning to manage failed matrix using sigma tools, identifies the gab, sets corrective action plan to develop, achieve and maintain success, this excise increases company profit and avoid -20% from lose within different levels. Participates in enhancing company process & procedures, designs and submit full case study to improve customer experience to meet clients and customers expectations. Due to excellent operation knowledge, am responsible for mid-level managers operation training to be professional operation leader, which lead to increase operation knowledge and awareness with +70% compared with previous years, decrease resignations within this level with -20%. I also create “development academy” targeting junior levels to create pool of successors at different sectors. The program was very successful and within 1 year, 80% from participants were promoted. The program starts to implement official in the company.

Listed skills include Service Delivery Management, Six Sigma, Quality Management, Customer Experience, and 37 others.