Ziad Daniel Email & Phone Number

Dubai, United Arab Emirates

United Arab Emirates

• Develop and implement strategic plans to optimize resource allocation and enhance operational efficiency, resulting in a 10% reduction in costs.
• Led cross-functional teams to successfully execute large-scale projects, ensuring timely delivery, and achieving company objectives.
• Perform gap analysis to identify areas of improvement to craft short and long-term, actionable plans in consultation with management
• Engage in budget planning, monitoring expenses, and identifying areas… Show more
• Engage in budget planning, monitoring expenses, and identifying areas where cost savings can be achieved.
• Reviewed strategic plans and developed departmental KPIs and standards to support vision.

Dubai, United Arab Emirates

• Responsible for resource distribution plans of the call center and defining the best shift patterns to maximize resource productivity and increase call answering rate.
• Developed and implemented a comprehensive resource planning strategy to optimize workforce utilization and improve operational efficiency, resulting in cost savings of 15% annually.
• Streamlined resource allocation processes by implementing a centralized system, resulting in a 30% reduction in scheduling errors and… Show more
• Streamlined resource allocation processes by implementing a centralized system, resulting in a 30% reduction in scheduling errors and improved customer satisfaction.
• Ensured call center SLAs were met by 98%.
• Led cross-functional teams to analyze resource requirements and forecast demand, ensuring adequate staffing levels, and reducing overtime expenses by 20%.

Dubai

• Forecasts and resource plans for the call center, to ensure both on-site and outsourced partners are maximized for KPI/SLA efficiency.
• Produce effective staff schedules to match forecasted demand and manage offline activities such as annual leaves, toil, and training.
• Analysis of shrinkage versus forecast, to inform future planning decisions and ensure resources are fully optimized.
• Proactive administration of call center telephony platform (AVAYA) to ensure appropriate and… Show more
• Proactive administration of call center telephony platform (AVAYA) to ensure appropriate and correct call routing plans, IVR messages, and agent skills are always in place to optimize the customer experience.
• Led, trained, and oversaw the (RTM) real-time management team and supported the intraday management tasks.

Dubai Media City

• Produced detailed performance reports for use in making business decisions.
• Restructured procedures through coordination with the compliance director to create and execute projects.
• Create campaign reports to track and analyze all running campaigns to ensure KPIs are achieved.
• Maintain revenue reports to ensure departmental and individual SLA and KPIs are achieved.
• Consult with campaign stakeholders to ensure forecasted targets were achieved.
• Orchestrated… Show more

Dubai, United Arab Emirates

• Create regional performance reports for all sales channels, to assess sales achievements vs. Targets set, and ensure the authenticity of the sales numbers.
• Analyze sales reports throughout the month, ensuring sales managers are on track with their team’s achievements.
• Reconcile monthly target allocations to ensure all sales channels are within the budgeted targets.
• Create and analyze performance reports to evaluate retail outlets' performances.
• Design and analyze regional… Show more
• Design and analyze regional POS vs agent’s performance monthly reports and liaise with country directors for their input.

Dubai

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• Manage the operation process between OSN and key accounts such as du, Etisalat, Nuetel (Bahrain), and Qtel (Qatar).
• Control all contract processing and documentation inspection matching the criteria of the key accounts.
• Administered all rejected sales converting them to active sales to achieve a high conversion rate.
• Resolve, create, and maintain all financial reports and invoices to key partners.
• Follow-up on sales and commission reports generated by OSN agents toward… Show more 

-Ensured all customer details are set based on the outbound welcome calls-Assisted and resolved customers queries on rejected contracts and product knowledge-High conversion rate of rejected sales to active sales-Monitored all fraud cases and administered all financial transactions-Dealt with all difficulties and issues by Showtime regional offices and.

Dubai, UAE

-Supervised three sections in the bank: Charge Back section, Cards section, and Call Center-Coordinated and Liaised with merchants on all copy requests that are sent and processed by cut-off time-Daily follow-up with merchants on late transaction slips and ensuring all documents are completed and sent to issuer banks before cut off time-In the cards.

Dubai, UAE

-Analyzed and investigated processed documents by the customers-Handled the posting, issuance, and approval releases of letters for the UAE account services-Dealt with new opened accounts and black listing customers with issues in their documentation-Updated the status reports on a daily basis-Issued ATM cards and cheque books to approved customers