Hazem Ghazy
Dubai
Summary
Results-driven Team Manager & Operations Manager with extensive experience in customer service, sales, and operations management. Adept at leading high-performing teams, optimizing processes, and driving customer satisfaction. Proven ability to enhance operational efficiency, implement strategic business initiatives, and foster collaborative work environments to achieve corporate objectives. Strong analytical problem-solving skills with a commitment to continuous improvement and team development.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Contact Center Supervisor/Sales Development Manager
Be You Plus Clinic
12.2024 - Current
- Supervising and tracking phone and email activity using advanced contact center applications
- Developed and maintained strong relationships with clients, contributing to 70% increase in customer retention.
- Conducted market research to identify potential leads and tailored outreach strategies to meet customer needs.
- Leading and mentoring a team of 31 agents, driving performance and surpassing corporate goals
- Reducing average handling time through effective coaching and feedback sessions
- Collaborating with cross-functional teams to resolve complex customer issues and improve service delivery
- Monitoring team performance and providing targeted coaching to enhance service quality
- Implementing process improvements to streamline operations and boost efficiency
- Ensuring compliance with company policies and industry regulations to maintain high operational standards
Operations Team Manager
Deliveroo
05.2024 - 11.2024
- Managing key accounts and building strong customer relationships, increasing retention and satisfaction
- Identifying market trends to drive new business opportunities and expand operations
- Leading strategic initiatives to enhance team productivity and operational efficiency
- Training and mentoring team members to improve performance and career growth
- Overseeing daily operations and ensuring seamless execution of delivery processes
- Coordinating with cross-functional teams to improve service levels and operational workflows
- Analyzing performance metrics to identify areas for improvement and implement solutions
Team Manager
Teleperformance
03.2023 - 05.2024
- Directing a team of 31 agents, surpassing key performance metrics and corporate objectives
- Designing and implementing customer service policies to improve customer satisfaction
- Developing training programs and quality assurance practices to enhance team effectiveness
- Maintaining compliance with company policies and industry regulations
- Conducting regular performance evaluations and providing feedback to drive continuous improvement
- Implementing new initiatives to enhance customer support processes and service delivery
- Managing escalations and resolving complex customer issues efficiently
Training Coordinator
Sutherland Global Services
10.2020 - 03.2023
- Designing and delivering high-impact training programs for Customer Service Representatives
- Providing coaching and mentoring to enhance employee performance and engagement
- Evaluating training effectiveness and implementing improvements based on feedback and performance metrics
- Developing customized training materials to address skill gaps and improve productivity
- Conducting one-on-one coaching sessions to support employee growth and knowledge retention
- Organizing workshops and training sessions to enhance workforce capabilities
- Collaborating with department managers to align training initiatives with business goals
International Account Advisor
Vodafone International Services
07.2018 - 10.2020
- Providing frontline customer support and resolving inquiries for international clients
- Conducting needs assessments to identify skill gaps and developing targeted training solutions
- Collaborating with management to develop strategies that increase sales and customer satisfaction
- Assisting customers with troubleshooting and resolving technical issues
- Handling escalations and ensuring customer concerns are addressed promptly
- Upselling products and services to enhance customer engagement and company revenue
- Maintaining accurate records of customer interactions and feedback for service improvements
Education
Bachelor of Law - LLB
Alexandria University
08.2019 - 09.2023
Skills
- Operations Management
- Customer Relationship Management (CRM)
- Strategic Sales Planning
- Problem-Solving and Critical Thinking
- Excellent Communication and Interpersonal Skills
Certification
Agile Methodologies Certification, 11/01/23
Accomplishments
- Supervised and improved performance of a high-performing team of 31 agents, consistently surpassing corporate goals.
- Reduced average handling time by implementing effective coaching and feedback sessions, enhancing overall team productivity.
- Developed sales strategies that increased revenue by X% and significantly improved customer retention rates.
- Led cross-functional collaboration to resolve complex customer issues, resulting in enhanced service delivery and customer satisfaction.
- Led the implementation of innovative training programs that increased agent engagement and performance by 15%.
Timeline
Contact Center Supervisor/Sales Development Manager
Be You Plus Clinic
12.2024 - Current
Operations Team Manager
Deliveroo
05.2024 - 11.2024
Team Manager
Teleperformance
03.2023 - 05.2024
Training Coordinator
Sutherland Global Services
10.2020 - 03.2023
Bachelor of Law - LLB
Alexandria University
08.2019 - 09.2023
International Account Advisor
Vodafone International Services
07.2018 - 10.2020
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