Salwa Haron

Salwa Haron 12 Mabdoly - Sheik Rihan St. – Abdeen – Cairo, Egypt. Home: - – Mobile: - – Email:- Personal Details: • • • Birth: 12 January 1990 Nationality: Egyptian - Nigerian Status: Single Education Fall 2007: High School graduated from Religieuse Franciscaine French language school. Fall 2011: Bachelor degree in Languages from Faculty of languages (Alsun) - French department Ain-Shams University Profile: Experienced in successfully managing, mentoring, coaching and leading a call center team and Order Management team. Outstanding client engagement skills, and full understanding of the value of excellent customer experience. Possessing excellent communication skills means, able to relay clear and concise performance goals and expectations to staff and management teams. Ability to negotiate and persuade staff directing them towards the company’s goals, in terms of mission and vision. Skills and Matrix: COPC Implementation Leader | Team Leadership | Customer Experience | Telecommunications | Performance appraisal | Root Cause Analysis| Teamwork | CRM | Performance Management | Business Analysis | Troubleshooting | Training | Strategic policies | Operations Management | Soft Skills | Compliance | Communication | Time Management | Technical background | Sales | Detail Oriented| Supply Chain| Logistics| Order Management Leader| Familiar Software and Applications: • • • • • • SAP Siebel - Acsis Engnera Citrix Quickbase Configurator Languages Skills: Arabic: Native French: Fluent English: Fluent Spanish: Fair Career Detail:  Raya Contact Center Operations Account Manager (acting as) from 2017 to March 2018 Managing and supervising all the below teams (offshore customer services and Order Management teams) with their leaders along with the financial role with the Clients and Raya upper management goals.  Management and Administrative • • • • • • • • • • • • • • • • • Managing Customer Services in a multi services environment. Strong administrative and organizational skills. Setting call center and customer service targets. Coaching, and motivating people at pace. Managing information and statistics. Managing Client invoicing, account financials and revenue. Managing staff bonus, reward and incentive schemes. Ensuring that all staff are kept informed of legislation, new working practices and technological changes. Keeping a close eye on staff turnover, absenteeism and overtime. Attending weekly meeting to review progress and any problems. Preparing MBR, QBR presentations for regular business reviews. Giving staff feedback on their performance. Lead an operational team to ensure that the operation of the contact center is undertaken in the most effective and efficient way. Work closely with Team Leads to enhance their performance and value add analysis and lead problem resolution effort. Develop improvement programs based on the results of customer survey and other measures to meet agreed levels. Effectively communicate with staff, customers and suppliers at all levels, with the ability to positively influence outcomes. Managing Sales team to place and track the customer’s deals. Operational and Professional • Maintaining table F of the project and ensuring the enclosed targets are being met as well as performing the CUIKA exercise on it. • • • • • • • • • • • • • • Apply the problem solving technique whenever any KCRP is experiencing a wide variation. And document the case. Achieve the targets communicated by the CEO. Ensuring that corrective actions are being taken by the Team management in the process of monitoring and coaching the employees. Ensuring that the Team management are adhering to the monitoring schedule as communicated by the WF unit as well as properly managing their advisors to adhere to the communicated schedules. Assist in developing the project’s service manual and maintaining the operational part in it. Analyze the cost / call and the Rev / call of the projects on monthly basis to ensure target GP% are met Analyze Cost of absenteeism on monthly basis and take the necessary action once it has been found to negatively affect the GP of the project Act as the focal point for the client in filing complaints Act as the focal point with the supporting functions for any project / agent related issue (including issuing the monthly invoice) Act on any negative feedback received from the QA dept. on the monthly end user satisfaction survey to ensure better results the following month Holding the start-up, the regular and the quarter review meetings with the clients to review the operations results and means for enhancement – if needed o Continuously monitor his propjet's RTD (Real Time Display) to take necessary actions when SLAs are found to fall below the required bands Take necessary action on transaction monitoring feedback once there has been an issue on the project's level Hold and document one to one meeting with his employees to communicate feedback based on monthly performance assessment. Contacting Sales managers and departments heads of Supply Chain and Logistics to ensure the team performance is in the best way and if not take the needed corrective actions.  Raya Contact Center Operation Team Manager for Lexar International / Ostool / Aman from 2017 to March 2018  Raya Contact Center Operations Order Management Manager for Micron CPG from 2013 to March 2018 Manage and improve order management and supply chain overall performance on most domains by developing and implementing new operational processes and systems as to elevate & boost the performance and productivity of those domains. Responsible for customer order management, order change management, delivery management, order status follow-up and customer complaint handling. In addition, to cooperating with Marketing & Sales and Warehouse departments to reach the targeted activities to ensure timely shipments (For consumer and B2B customers). Also responsible for the Debit, Credit & Return process along with Sales orders. Main Interfaces/collaboration • Supply Chain team • Sales and Marketing teams • Finance Team • Distributors in EMEA • Logistics  Raya Contact Center International Order Management Representative for Micron CPG from 2012 to 2013  IBM Multinational Firm Customer service/Technical Support for Skype from 2011 to 2012 Training Courses • • • DELF B1 French Language Certificate 2007 MENA (Middle East News Agency) Journalist Translation French/Arabic and Arabic/French PLP (Potential Leader Program) training