Joe (A. Y.) A. Email & Phone Number

Access – Vocational Training

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Organizing and Conducting classes and online lectures to undergraduate and/or graduate students on various business topics such as BTE, Business Correspondence, Digital Media, Professional Sales, Principles of Marketing, Operations Management and Microsoft courses.

Montreal, Quebec, Canada

Providing Support and Guidance to the customer service team by projecting best practices and demonstrating caring behaviour towards customers and team members.

Canada

Providing freelance actionable consultation to enhance employees’ aptitude & customer experience via Sales practices and standard call center or Omnichannel contact center processes.

Abu Dhabi, United Arab Emirates

• ADDC (Abu Dhabi Distribution Company) Call Center transformation into cutting edge Omnichannel contact center• Managing all aspects of project deliverables, P&L, Business interaction and team management• Leading the employees and business activities towards higher success and achievements

Dubai, United Arab Emirates

• Acting as the intermediary between company top executives, managers and directors of the different divisions to ensure the broad strategic vision of the company is adopted by the entire team• Effectively translating Big-picture strategic goals set at the executive level to cascade down to the divisional level by providing required training to bridge any knowledge gap• Responsible for the manager's accountability towards the execution of the strategic plan by setting clearly defined goals for each division, measuring the results against the goals via weekly meetings, and overcoming resistance from managers and their employees to ensure consistency and resilience

Dubai, United Arab Emirates

• Providing input into the development of a superior Customer Relations (CR) Strategy and ensure its implementation and delivery from scope and definition of the desired ‘Customer Experience' to the customer interaction channels, with the goal of offering the customer with a central point of contact throughout the customer life cycle while creating awareness of the company's offered services• Coordinating various business functions such as Property Management, Facility Management, Security Services, and more to facilitate their two-way interaction with customers.• Managing Customer Relations team operations and processes for incoming and outgoing interactions (calls, chats, e-mails, customer complaints) to optimize productivity and output, meet and exceed predefined/ agreed SLA's relating to customer Relations and fulfill the overall customer care strategy and objectives.• Responsible for complaint resolution by initiating both corrective and preventative action to avoid recurrence and ensure customer satisfaction• Participate in the creation of the Knowledge Academy for staff on-boarding and teams’ enhancement o Phase one processes documentation, Feedback management, Analyze and perform the urgent alterationo Phase two processes re-engineering, Analyzing and advising on the required implementation, Feedback management, analyze and performs urgent alteration to the current processes to enhance performanceo Creating a survey, circulating, publishing it and conducting post-survey focus groupso Analyzing outcome and advising on management feedback, implementation, content creation and staff training• Providing input to the continuous review and improvement of Customer Relations and interaction functions and practices with international best practices, changes in international standards and in the business environment which demand proactive action plans.

Dubai, United Arab Emirates

Main objectives:• Support MCME (MultiChoice Middle East) in developing the contact center operation, customer service, retention, business partners support, business support and welcome calls to achieve Customer Service Excellence• Support Business Partners in developing their customer service and retention, including identify system development to support the business processesMCMEo Ensure/ Conduct suitable training for the contact center staffo Liaise with marketing to ensure MCME contact center is up to date with promotions and programmingo Implement training and daily coaching for team retentiono Ensure execution of CRM (Customer Relation Management) customer communication strategieso Ensure processes between MCME and the dealers to collect correct subscriber datao Develop system tools to improve productivity and high qualityo Develop business processeso Establish Q/A processeso Develop MIS and operational reports Business Partnerso Develop CRM in growing markets such as Libya and Sudano Ensure dealers are trained and have the tools to perform a high standard of customer service and retentiono Ensure that dealers focus on churn management of ADD subscriberso Work closely with MCME and the IT team to develop support applications and business processes to ensure efficient management of renewals and reinstatemento Ensure that dealers capture correct subscriber data

Kuwait

Managing all aspects of customer care and liaising with all United Networks’ companies and resellers. With a team, consist of 60 agents, 4 team leaders and 4 supervisors supporting blended products line up (Pay TV, ISP, etc.).• Making sure that all inbound activities are running properly in congestion with other departments• Dealing with other cross-functional unites in the contact enter, Back office, and operational management• Follow up on team leader’s and supervisor’s activities, duties and achievements• Follow up on the Contact Center Rules, regulations standard& procedure• Coaching and providing feedback to reps, team leaders, and supervisor.• Daily analysis and reporting work activities to upper management• Provide the reps and department with all information & updates needed form other company’s division’s activities• Ensure & maintain confidentiality information & security procedures pertaining to the company & individual customers

Dubai, United Arab Emirates

Project Manager• Directly responsible for the management and performance of the team• Communicate with dealers and sister companies across the GCC, Middle East & North Africa on all issues affecting the relationship including, Finance, Logistics, and Customer Service• Lead projects/campaigns that affect the subscribers and dealer’s operations• Assessing and providing feedback for individual personal development of staff• Identify areas of strength and weaknesses within the team and provide necessary coaching & training to ensure employee performance & growth (Staff Management)• Planning-implementing processes and procedures within the ROCM (Regional Operations & Customers Management) team to ensure a cutting-edge advance position• Responsible for technical-tools training for current employees and newcomers along with post-training feedback• Identify the best means to reduce churn, improve service and meet our customer expectations• Develop processes, standards, and measures that are appropriate to the business• Ensure retention processes are implemented and followed• Identify improvements areas within Customer Management environment• Achieve departmental standards / KPI’s (Sign on duration, talk to paid, success ratio, etc.)• Manage, coach, develop and evaluate the performance of the customer management team on an ongoing basis to ensure quality assurance of the service provided by the CM Team• Conduct regular departmental meetings to discuss performance, quality, service level, staff, and productivityAttending monthly operational meetings with Line Managers from different departments across the region to discuss barriers and implement ideas based on its result and impact

Dubai, United Arab Emirates

• Ensured on-time delivery of all projects on hand, this included several projects simultaneously.• Provided the Communication link with Operations, Engineering and Customer Service on issues affecting the viability of the projects or sites and work closely with all concerned in solving any issues.• Lead various projects including the supervision, co-coordination, compiling & producing the Commercial and Industrial Directories of The Federation of UAE Chambers of Commerce and Industry in 3 different media (Print, CD, Internet).• Ensured customer requirements and satisfactions are met at every step of the production process.• Participated in client meetings to identify, address and deliver on customers’ requirements. • Assisted in the administrative tasks for maintaining sites schedule.

Bachelor Of Education - Bed

Diploma Of Vocational Studies

Diploma Of Vocational Studies