My main goal is to share my experience and knowledge with others in the field of operation.

- Managing a team of 100+ staffs in 3 section: Contact Center, Providers Operations and Telesales- Direct reports: 3 Senior Supervisors- Handling 4K+ Calls per day- Handling 1.5K+ CRM Tickets per day- Implement Likert 5SQ system for QA- Forming telesales team for domestic flight and develop it to other verticals with 10+ agents and 1 Sn. Supervisor- Generate revenue by creative ideas in travel industry*** Achievements:- Contact per Ticket: from 54% to 11%- Contact per RN: from 48% to 30%- CSAT : from 40% to 77%- Refund TAT: from 7days to 6Hours

Our main focus in Dina Soft is to fill the gap in the market for special systems for managing call center and customer service centers. Other than this, we develop software systems as contractor for our clients.Our 2 main products:1- Dina Tak: A full QA (Quality Assurance) system for Contact Centers. It contains 3 main modules: Monitoring, Training and Feedback loop.2- Dina Plus: A system to manage A-Z of staff grading, career path, etc. It also includes all features of Dina Tak.

Digikala.com is the biggest e-commerce in middle-east.- Managing a team of 400+ in 2 section: Call Center and After Sales Service.- This team contains 3 Mid-Manager and 10 Supervisors.- Handling 25K+ Calls/Day.- Handling 4K+ Return Items/Day.- Implement Kai-zen, 6Sigma and 5S.- Drive, Design and Implement new CRM Platform on Super Nova.- Design and Implement 5SQ system for QA.- VOC feedback analysis as a service for other internal departments.- Responsible for annual budget and B.P. of the CS department.* Achievements:- Reducing contact per order (Cost): From 36% to 18%- CC SLA: 85% , < 30ses.- AS SLA: 85% , < 24hrs.

- Designing management report format and process (Performance Dashboard)- Planning for optimization of KPIs and improving agents performance.- Analyzing customers' feedback on happy call and surveys.- Setup and implement a Call Center with 156 Agents and over 25K calls per day.- Plan for 7/24 active Call Center.- Design training plan for agents.- Design Quality Control Guideline. - Design out sourcing strategy to outsource a part of Call Center.- Negotiate with outsource partners and Designing SLA.- Design and optimization of Call Center process.- Setup ticketing team along with its process.- Hiring agents and interview them.- Leading training team from A to Z.*** Achievements:- ASA: 54s- AHT: 80s- Adherence: 90%- Service Level: 85% for 45s ASA

- Manage Third Party service partner including service operations, workshop, Call Center, Part Operation, etc.- Improve customer satisfaction by monitoring service KPIs in all fields and set target for each section.- Troubleshooting VOC and complaints.- Designing process for all activities and prepare workflow and CRA for all service staffs.

Manage and control KPIs related to part operation for service partners and analyze report from service system. Provide action plan due to reports to solve problems and troubleshooting.Knowing Part Operation KPIs completely, analyze the part operation quality of company and provide solutions for keeping up with desired KPIs. Manage part forecasting base on system monitoring of part usage. Manage non-moving parts and plan for activating them. Manage broken parts. Manage inventory allocation and any part operation related duties.

- Systematization and automation of service cycle.- Implant IT systems and software through service centers.- Develop IT infra structures through SAMSUNG after sale service centers.- Solve users' problem on the IT systems.- Manage IT infra structures of service centers.- Deal third party companies to buy IT structures for the company and sign contract for buying IT devices and IT services.- Implant, Manage and controlling of SAMSUNG contact centers (CIC) infra structures.- Develop service software of SAMSUNG Electronics (called COSMOS).- Design report format for users and manage reports.- Provide action plan due to reports to solve problems and troubleshooting.- Monitor service KPIs such as: "RRR", "LTR", "TAT", etc.- Manage Part operation for CSPs.- Help senior manager for planning future service strategy.- Manage service campaigns.- Etc...