Hassan Farid Email & Phone Number

Dubai, Ae

Menlo Park, Ca, Us

Minneapolis, Mn, Us

Dubai, Ae

-Managing Care experience end to end for customers, captains and merchants.-Analyzing VOC and designing action plans to improve customer journey and product for Careem NOW.-leading quality assurance and training teams to support growth and to ensure compliance to Careem standards.-improving care agents efficiency by reducing agents efforts to achieve FCR.-Channel management for Care to ensure Omni channel support for our customers.

Dubai, Ae

Dubai, Ae

Managing Careem CX quality strategy and implementation framework including global programs and regional plansDefining and implementing the necessary QA processes, support structure and quality metrics in line with Industry best practices (e.g. COPC) that drive performance.Drive global quality programs that identify key trends and actions that lead to measurable outcomes and improvements for in house Contact centers and outsourced Centers.Collaborate with other shared services teams ensuring quality is an integral part of the continuous improvement framework in CX OperationsDrive, foster and influence a culture where quality is a core principle of CX operations and is advocated by all.Ensuring QA team support CX Operational change management and PMO roadmap delivery appropriately, ensuring changes are adopted and sustained.Develop business requirements, source and implement a leading quality management system to support the quality goals with improved analytics and reporting that drives clear actions and measurable results.

Managing and oversight Quality and Training team managers of Egypt site, as well as account program manager for multiple global clientsDeployment of Stream CTQ’s (Critical to quality process) on-site and ensuring site compliance to Streams QMS.Ensure compliant DMAIC projects are rolled out for all site metrics missing targets, to recover those metrics.Training, development and certification of Streams middle management layer.Analysis, understanding and dissemination of the voice of the customer to calibrate teams with end user experience, and ensuring internal qualitative and quantitative calibrations are creating alignment .Successful training deployments for agents simultaneously being ramp up on product specific training and culture/communication skills.Managing feedback loop with HR to calibrate agent profiling, on language skills and pre training technical requirements. Creating testing with HR, and also calibrating different tools passmarks.Define and develop an exceptional organization to manage complex and varied quality and training needs. Develop processes to define, measure, and analyze quality performance in order to drive continuous improvements and reduce defect rate.Ensure implementation of standardized quality practices at local sites.Represent the quality function on all client implementation teams and manage the coordination and delivery of all quality action items. Serve as the client’s focal point for all quality matters. Manage the development and delivery of curriculum addressing the skills required to deliver exceptional quality and service.Design methods and procedures to test course materials for quality, audience suitability, and accuracy of objectives and expected learning experience.Establish standards for selecting and developing new instructors while appraising the performance and developmental needs of existing training resources.

Lead team members, foster their professional development and growth, and promote teamwork and cooperation.Identify and analyze current programs and processes within the department that require quality improvement. Develop and implement improvements where appropriate.Solicit constructive feedback from agents, team members, management and customers on an ongoing basis regarding procedures and processes within the department.Provide management with information and feedback regarding quality of our services. Feedback should include suggestions of improvement.Implement effective quality programs within the department, including delivering program results to the Business Director to share with customers. Monitor and track progress and effectiveness of department quality projects.Keep abreast of new technologies and systems that may help team and improve quality. Conduct ongoing research in an effort to find effective quality and training programs. Work with Operations to gather statistical data on quality performance by following documented processes that identify root cause and provide detailed measurable actions to ensure continuous improvement. Promote a clear understanding of the importance of quality measures and control within the customer service and support industry.Deliver periodic training and call coaching.Coordinate and maintain training session facilities and equipment.Manage activities of all Associate Trainers and coaches. Develop Recursive curriculum and conduct classroom audits of Associate Trainers.Create and revise training modules and Legend.Assess New Hire curriculum materials and initiate required updates. Assist in the development of NPI curriculum.

Responsible for providing second level problem resolution for all incoming service inquiries and providing guidance to level 1 support professionals. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems. Also provide support to both internal and external customers and support professionals.

 Responsible for early engagement through the technical team with clients to evaluate their needs, build the proposal with the best efficient design and present it to help the sales teams secure the business. Handling team to manage the projects cycle from initiation phase through procurement of material till the finalization and hand over to the client. Conducting several functions such as creating and executing project work plans and revising them as appropriate to changing need and requirements part of the projects department and introducing it to the technical team for execution. In charge of server administration and setup, database management, data analysis, operating system Configuration, performance tuning, installation and migration. Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels. Ownership of the data entered into the customer relationship management system and appropriately updating both client and appropriate employees of status regarding all issues on a timely basis.

Seattle, Washington, Us

 Handling technical team to Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.  Ensure delivering Technical service with the team during the target service level, which is 24 hours.  Delivering the proper training to the company dealers and high End users through the company trainers  Ensure that the new customers or clients get the correct configuration for equipment through personal configuration or remotely configuration.  Configure software to connect to Internet application servers.  Provide the proper training to teammates to ensure company team well trained and delivering the customer satisfaction.  Identify and correct or advise, on operational issues to teammates through coaching and helping my team to solve the customer issues.  Develop a database of qualified leads through referrals, telephone canvassing, face-to-face cold calling on business owners, direct mail, email, and networking.

Designing impeccable brochures, giving oral presentations and organizing meetings with management and heads of division.Played an active role in managing company related events and creatively collaborating display booths.Deal directly with customers either by telephone, electronically or face to face and respond promptly to customer inquiries. Obtain and evaluate all relevant information to handle inquiries and complaints.Perform creation of new accounts using company provided software tools. Complete understanding of pricing and proposal models. Maximize all opportunities in the process of closing a deal.Sell consultatively and make recommendations to prospects and clients of the various solutions the company offers to their business issues. Perform customer verifications, process orders, forms, applications and requests. Manage customers' accounts.Keep records of customer interactions and transactions, record details of inquiries, comments and complaints. Communicate, coordinate with internal departments and follow up on customer interactions.

Bachelor'S Of Science, Computer Science And Information Systems

Certificate Of Achievement In Sales And Marketing, Sales, Distribution, And Marketing Operations, General