Karim Ezz Email & Phone Number

Cairo, Egypt

- Successfully planned, implemented and executed 'Schneider Electric OEM' project.- Managed the quality team and aligned the quality process for the campaign.- Provided support for 13 different regions around the globe with 8 different languages.- Supported the whole team for (Coaching if/when needed, Tech. Support, Product Support and surely Morale Support), besides setting the daily tasks and schedules for the whole team.- Led a diverse team of 30 people (24 Associates & 6 QA Reviewers) 8 different nationalities, speaking 6 different languages, with strong team communications and spirit.- Due to the short duration of the campaign, critical thinking and thinking outside the box were demonstrated a couple of times through the campaign due to external factors (i.e. Delay in the tickets responses from helpdesk team) and internal factors (i.e. Associates or QE left on spot).

Cairo, Egypt

- Daily team tasks/chores handling.- Daily Attendance & Adherence check.- Check the in-progress tickets (Spot Checks).- Analyzing Team Performance (Data Visualization - Initial to Final Reports).- Addressing and improving individual & team performance through 1to1s, Coaching Sessions & Team Meetings (with Action Plans & Follow-Ups for all Outliers).- Focus on KPIs (QA score, CSAT score & SLA average) to always improve the team's Performance Figures to have all members exceeding the targets.

Cairo, Egypt

- Launched a well known client's account.- Managed an entire LOB alone (Managing up to 45+ CSAs) while maintaining very good performance & adherence through the launching Phase.- Daily team handling.- Analyzing Team Performance (Data Visualizations).- Improving individual & team performance through 1to1s, Coaching Sessions & Team Meetings (Action - Plan & Follow-Ups when needed)- Focus on KPIs & SLA, to always improve team performance figures.

Cairo, Egypt

(QA & Training Manager) - Launched 2 new accounts with the company both included big named clients.- Fully developed the training plan/agenda and the training materials for EMEA, through direct communications with the client and the stakeholders to be aligned.- Fully developed the quality process, supervising the implementation of it and following up on the QA reports streamline.- Supervising the QA tasks as auditing, coaching & huddles/sessions needed.- Preparing and presenting WBRs, MBRs & QBRs to their respectful clients.

Cairo, Egypt

- Managing the Quality Audits for a group of 20-25 agents.- Performing QA Coaching for the same group.- Assisting QA Supervisor/Manager in preparing the initial WBRs & MBRs.

Downtown Cairo

Managing and supervising the business activities for the staff, inventory checks, process upgrades, future expansions, and accounting.

Cairo, Egypt

Cairo, Egypt

Launching a well known brand account as a professional consultant (Tier 2)