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 • 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 where cost savings can be achieved.• Reviewed strategic plans and developed departmental KPIs and standards to support vision.• Partially manage inventory and logistics to ensure the timely delivery of products to our partners.• Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills.• Coordinating with the team to identify relevant innovative sustainable solutions to overcome any rising obstacles.• Implement regular, in-depth analyses of the organization's policies and processes to ascertain strengths and shortcomings. Show less

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 • 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 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%. • Collaborated with department heads to identify and address resource gaps, reducing project delays by 25% and increasing on-time delivery of client commitments, • Managed a regional team of resource planning analysts and real-time executives. Provided an environment conducive to personal and organizational growth. Show less

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 • 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 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.• Utilize WFM (VERINT) software and planning tools to generate the traffic forecast, create optimized agent schedules, and plan offline activities to ensure adequate daily resource coverage.• Daily track the shift adherence for all regional resources and monitor the shrinkage trends.• Maintaining an up-to-date headcount base• Plan and execute customer communication plans such as SMS, forced messages, and email. Show less

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 • 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 campaign targets were averagely achieved by 95% • Built and led a team and ensured that quality standards were met through monitoring and training. Supervised and coordinated their daily activities. Show less

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 • 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 POS vs agent’s performance monthly reports and liaise with country directors for their input.• Create and display charts, graphs, and tables reflecting monthly, quarterly, and yearly performance.• Created and managed a live chat team to generate new sales leads.• Maintain and organize all sales-related data.• Manage projects assigned by higher management. Show less

Dubai

• 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 • 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 partner sales.• Coordinate all marketing BTL materials to key partners, OSN outlets, and other concerned channels.• Manage a direct sales team dedicated to upselling OSN through cable channels.• Train all sales agents on relevant cable operations processes ensuring product knowledge and customer satisfaction.• Average sales target achieved per month is 95% of the overall business target.• Market research on potential sales locations to increase sales and profitability. Show less

-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 their dealers in other countries-Planned the sales targets for revenue and profit on overall activations-Developed a… 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 their dealers in other countries-Planned the sales targets for revenue and profit on overall activations-Developed a customer strategy to establish the preferred Quality Supplier on the products and services-Liaised with other departments to ensure accurate process and understanding on customers offering and needs.-Surpassed sales expectations achieving 102% of the target set by the business Show less

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 section, controlled all pick up cards on a daily basis.-Prepared letters and forms forwarding them to the concerned issuer… Show more -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 section, controlled all pick up cards on a daily basis.-Prepared letters and forms forwarding them to the concerned issuer banks-Administered the required fee collection with the processed cut off time with Visa International and Mastercard International-Looked after the reward cheques to merchants once approved-In the call center, handled all incoming inquiries and complaints related to bank products-Coordinated and cross-sell with other departments on programs Show less

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