Haitham Elborai
Dubai
Summary
Focused Customer relations and call center manager with over 15 years of experience in Customer relationship management, sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Business Development Manager
360 Smart Lingo Linguistic Services FZCO - Dubai
07.2023 - Current
- Conduct market research and analysis
- Prospect and acquire new clients
- Build and maintain strong relationships with clients
- Develop and implement strategic business development plans
- Prepare and present proposals
- Manage sales pipelines
- Analyze sales data
- Conduct market research
- Customize proposals
- Manage client relationships
- Develop and implement strategic business development plans
- Collaborate with internal teams
- Prepare and present proposals
- Manage sales pipelines
- Analyze sales data.
Customer Relations & Contact Center Manager
Al Qamzi Developments - Egypt
07.2022 - 07.2023
- Develop and maintain strong relationships with clients
- Address client inquiries, concerns, and feedback
- Oversee the operations of the department
- Monitor call volumes, response times, and service quality
- Recruit, train, and coach department staff
- Analyze department data
- Collaborate with other departments
- Ensure compliance with regulations and industry standards
- Identify opportunities for process improvements
- Maintain accurate records and documentation
- Generate reports on department performance.
Customer Relations & Property Hand Over Assistant Manager
Al Ahly Real Estate Development - Sabbour - Egypt
06.2019 - 07.2022
- Act as a primary point of contact for customers during the property handover process
- Manage and maintain positive relationships with customers, addressing their inquiries, concerns, and feedback in a timely and professional manner
- Ensure that customer expectations are managed effectively throughout the handover process, providing clear and accurate information about timelines, procedures, and responsibilities
- Coordinate and oversee the process of property handover from the construction or development team to customers
- Provide leadership and guidance to the customer relations and property handover team, including setting performance goals, providing training and development opportunities, and conducting regular performance reviews
- Address any conflicts or disputes that may arise during the property handover process
- Identify opportunities to streamline and improve the property handover process
- Maintain accurate records and documentation related to property handovers
- Generate regular reports on key performance indicators.
Customer Relations & Property Hand Over Team Lead
Al Ahly Real Estate Development - Sabbour - Egypt
03.2018 - 06.2019
- Act as a primary point of contact for customers during the property handover process
- Manage and maintain positive relationships with customers, addressing their inquiries, concerns, and feedback in a timely and professional manner
- Ensure that customer expectations are managed effectively throughout the handover process, providing clear and accurate information about timelines, procedures, and responsibilities
- Coordinate and oversee the process of property handover from the construction or development team to customers
- Provide leadership and guidance to the customer relations and property handover team, including setting performance goals, providing training and development opportunities, and conducting regular performance reviews
- Address any conflicts or disputes that may arise during the property handover process
- Identify opportunities to streamline and improve the property handover process
- Maintain accurate records and documentation related to property handovers
- Generate regular reports on key performance indicators.
Contact Center Team Leader
Al Ahly Real Estate Development - Sabbour - Egypt
08.2010 - 02.2018
- Provide leadership and guidance to contact center agents, including monitoring their performance, providing feedback, and coaching them to improve their skills
- Oversee scheduling, attendance, and adherence to policies and procedures within the team
- Set performance goals and metrics for the team and individual agents
- Monitor performance metrics such as call quality, customer satisfaction, and productivity, and take corrective actions as needed
- Handle escalated customer inquiries or complaints that cannot be resolved by front-line agents
- Generate reports on key performance indicators (KPIs) and analyze data to identify trends, opportunities for improvement, and areas of concern
- Serve as a liaison between front-line agents and upper management, conveying important information, updates, and feedback both upwards and downwards.
Financial Auditor
A. M. Hegazy & co. Accountants and Consultants - Crowe Horwath - Egypt
04.2009 - 08.2010
- Conduct thorough financial audits of client accounts to verify accuracy and compliance with accounting standards
- Evaluate internal controls and processes to identify areas for improvement and recommend solutions
- Collaborate with clients to gather necessary financial information and documentation
- Prepare detailed audit reports and communicate findings to clients and internal stakeholders
- Stay updated on changes in accounting regulations and industry best practices
- Participate in client meetings to discuss audit findings and address any concerns.
Account Manager
Misr Information Service and Trading - Egypt
04.2008 - 04.2009
- Serve as the primary point of contact for assigned clients, developing strong and long-lasting relationships
- Understand clients' business needs, goals, and challenges to propose tailored solutions that meet their objectives
- Implement strategies to drive organic growth within existing client accounts
- Collaborate with clients to identify opportunities for upselling, cross-selling, and expanding services
- Achieve sales targets and revenue objectives set by the company
- Provide exceptional customer support by promptly addressing client inquiries, concerns, and requests
- Proactively communicate updates, share relevant information, and maintain regular contact to ensure clients' needs are met
- Collaborate with clients on contract negotiations, pricing, and terms
- Ensure contract renewals are completed in a timely manner by proactively engaging with clients, showcasing the value of our products and services
- Prepare accurate and timely reports on clients' performance, account activities, and revenue projections
- Analyze data to identify trends, opportunities, and areas for improvement.
Customer Service Advisor
Cable Network Egypt (CNE)
08.2007 - 01.2008
- Handle incoming customer inquiries via phone, email, or chat in a timely and professional manner
- Provide accurate information about CNE's products and services to customers
- Assist customers in troubleshooting technical issues related to cable TV, internet, and phone services
- Process customer orders, upgrades, and cancellations with attention to detail and adherence to company policies
- Resolve billing and payment-related concerns, ensuring accurate and timely resolution
- Escalate complex issues to the appropriate departments for further investigation and resolution
- Maintain a comprehensive understanding of CNE's service offerings and stay informed about industry trends
- Document customer interactions and feedback for continuous improvement of service quality.
Education
Bachelor of Commerce -
Cairo University
01.2007
Skills
- Customer Service
- Market Research
- Operations
- Problem Solving
- Active Listening
- Lead Generation
- Account Servicing
- Verbal and Written Communication
- Relationship Building and Management
Extracurricular Activities
Member at COMET 2004 - Cairo University
Member at Model of American Congress (MAC) 2005 - Cairo University
Head of Fund Raising Committee at Model of Arabian League 2006 - Cairo University
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Business Development Manager
360 Smart Lingo Linguistic Services FZCO - Dubai
07.2023 - Current
Customer Relations & Contact Center Manager
Al Qamzi Developments - Egypt
07.2022 - 07.2023
Customer Relations & Property Hand Over Assistant Manager
Al Ahly Real Estate Development - Sabbour - Egypt
06.2019 - 07.2022
Customer Relations & Property Hand Over Team Lead
Al Ahly Real Estate Development - Sabbour - Egypt
03.2018 - 06.2019
Contact Center Team Leader
Al Ahly Real Estate Development - Sabbour - Egypt
08.2010 - 02.2018
Financial Auditor
A. M. Hegazy & co. Accountants and Consultants - Crowe Horwath - Egypt
04.2009 - 08.2010
Account Manager
Misr Information Service and Trading - Egypt
04.2008 - 04.2009
Customer Service Advisor
Cable Network Egypt (CNE)
08.2007 - 01.2008
Bachelor of Commerce -
Cairo University
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