Some of my clients:- Al Ahram Beverges- Mercury Visual Solutions- Kayan Publishing house- Noon Publishing house- Toya Publishing house- Sama Publishing house- Storytel Arabia- El Balto medical services- UP Media advertising agency - Wanas Podcast Radio- Povo Creative Butique

- Ensures that a company's everyday activities run smoothly.- Create the business processes and documents for each department through analysis and collaboration- Get involved in long-term business planning at the managerial and executive level- Analyze the performance of support functions for departments such as human resources and make recommendations for improvement.- Determine customer service requirements by maintaining contact with customers; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications- Receive customers complaints identify Root cause analysis and record all corrective/preventive actions- Revise and maintain quality records - Analyse statistics or other data to determine the level of customer service your organization is providing- Recommend improvement revenue generation options & customer satisfaction improvementprocesses to ensure we meet the standards required.

- Acting as MR- Feedback quality problems to the production team and find a solution to improve quality level.- Recommending improvement revenue generation options & customer satisfaction improvement processes to ensure we meet the standards required.-Implemented and managed IMS (Integrated Management System) ISO 9001/114001/ISO 18001- Motivating agents & ensure they receive the correct training and development to excel in their environment.- Recommending product and process development based on customer feedback and analysis trends.- Providing TNA to training department on soft skill and Product Knowledge parameters.- Ensure that all potential hazards and the risks associated with them are identified ,evaluated and control measures for mitigation of these risks are in place. - Ensure compliance to the OHSAS 18001 based procedures with the co-operation of the all Department Heads and Supervisors as in site.- Ensure that all environmental aspects and impacts at Sharaf Travel are identified, analyzed and evaluated. - Ensure compliance to the ISO 14001 based procedures with the co-operation of the all employees- Set the annual HSE target- Conduct IMS awareness training - Conduct internal audits on a regular basis, on multiple sites, to insure compliance with the Integrated Management System.

- Provides guidance and direction to Call Center staff in regards to scheduling, training, and Call Center operations; monitors call center activities to ensure services are provided to customers on a timely basis and quality control standards are met; assists in securing and maintaining service level agreements (SLA) with various departments. - Reviews calls received, schedules service, and assigns to appropriate staff for action if unable to resolve. -Monitors status of all active requests, revises priority status as needed; follows up on all service requests to ensure customer satisfaction; coordinates and confers with assigned staff on progress and changes in schedule / status. - Provides guidance and assistance to the Call Center staff in problem resolution - Gathered and analyzed performance data and prepared reports for management regarding Call Center activities, trends, problem areas and training needs. -Developed Call Center policies and written standard operating procedures; prepared training manuals and other materials.

 Coaching teams to consistently achieve and succeed targets. Deliver seasonal training and updates. Product Knowledge. Business Writing.

-I-24/7 network implementation around the globe -Soft Skills Training -Interrogation skills Training: * Collecting information on the suspect and case. * Creating an appropriate interrogation environment. * Understanding concepts of confession. * Developing the ability to persuade.-Cyber Crime: * Search warrants for electronic evidence, and details recognition and specific identification of potential electronic evidence. * Basic forensic analysis of computers involved in investigations. * Organizational response to computer crime through staffing, training and coordination between with other agencies.

Expedia Canada Service/sales Training Specialist. Successfully trained and licensed 9 Service/Sales Expedia.ca Classes.  Coaching teams to consistently achieve and succeed targets. Staff Supervision / Development. Devised and wrote training manuals, worksheets and workbook for specific training courses.  Screened potential candidates over the phone  Supporting the recruitment team by conducting interviews for potential candidates

Soft Skills and Product Trainer:Delivering soft skills training, along with product knowledge training for:(Dell,Emaar,Orascom HD,Al Kharafy,Coldwell Banker, Lexar Media,AIC ...)Quality Assurance for (HTC-UK,HTC-ME,GMME....) Monitored and scored Agents transactions (Calls-Emails-Faxes) with End users. Monitored and Scored Supervisors transactions with the client (Weekly Reports). Coached teams on Call Center Culture.Conducted Test calls Conducted customer Survey calls to measure customer satisfaction Responsible for preparing and presenting the Weekly and Monthly Quality reports. Audited by the COPCAgent,backup TL, TL Supervised a team of 10  Monitored and scored the team Calls Closely monitored and coached the agents Was responsible for hourly and daily reports.  Screened potential candidates over the phone  Conducted operation final interview for acceptance in the project.

 Conducted 3 acting workshops.  Supervised the graduation projects for each member of the workshops. Directed 3 plays. Directed 2 short movies.