Karim Eldib

  • United Arab Emirates, AE Dubai
  • +971558822021
  • keldib@gmail.com, Karimeldib@yahoo.com
Karim Eldib

Top Management Professional | Operational Exceptional | Business Expansion | Process Re-engineering | Senior Telecom Professional | Innovative | Problem Management | Customer Ops & Experience | Transformation & Change Management

Summary

 Profile Summary

 

      A result-oriented professional with over +18 years of rich experience in Company Launches, Business Process Management, Process Re-engineering & Operations Management

       A visionary with verifiable success in delivering high-end projects with rich experience in Operational Excellence and leading process enhancement/ increasing customer satisfaction initiatives

       Steered effective initiatives that exceeded delivery & service quality standards and successfully augmented customer satisfaction index

      Comprehensive end-to-end management of multiple projects right from conceptualization and visualization to final execution

       Outstanding proficiency in developing new processes and transformaion at business unit level while addressing staffing, technology, operations, maintenance, and training requirements

       Applying cross-industry and cross-functional knowledge to insure that objectives, project scope and planned implementation objectives are achieved and delivered within time and budget

      A strategist & implementer with expertise in spearheading the business to accomplish corporate plans & goals successfully

Background encompasses management of team(s), vendors, suppliers, projects, contact centers, services / products launches.

Proven expertise in      : Launches / Start-up, Organization Performance Management, Change Management, Process & procedures improvement, Project & Program Management, Product Launch & Improvement, Quality Assurance & Control, Business Development, Business & Functional Analysis, CRM, CE and Contact Center Management.


Core Comptences

Strategic Planning & Budgeting

P&L Management

Operations Management

Customer relation Management

Process Enhancement / Re-engineering

Business Expansion & Intelligence

 Strategic Alliances

Team Building & Leadership "EEM"

LEAN "KAIZEN, 5s" Management

Skills

Skills

  • Hands-on experiences in: General management, Shareholders & Executive Management Engagement, Vendor / Suppliers / Partners management, Go to Market (PMP), M2M – B2B – B2C, Pre / Post Sales Operations Support (Retail, Direct, Indirect), Customer experience & care/Service, Contact center management, Business development management / integration, Professional Services.
  • Start-Up Experience (du Telecom:- Enterprise Contact Center, Retail and Indirect Sales “Pre/Post”, Premium Segmentation)
  • Recognized by peers/superiors for organizational objectives fulfillment; proficient in developing efficient teams that excel.
  • Proven ability to provide a high level of Customer Service surpassing market standards and maintain healthy relationship with peers and competitors whilst enhancing the over-all customer experience.
  • Strategic alliances management including budget review, KPIs, Targets, Audit, QC & QA.
  • Demonstrate ability to effectively plan, coordinate & meet deadlines.
  • Self-driven, details oriented, lead by example as well as ability to prioritize tasks and implement changes smoothly
  • High-level leadership and mentoring ability. Excellent interpersonal and communication skills.
  • Excellent psychological Aptitude, listening, numerical and verbal reasoning, communication and interpersonal skills.
  • Leadership, Managerial skills and Team player.
  • eTOM / BPM Knowledge & S.W.O.T. Analysis.
  • Decision maker and flexibility.
  • Solid technical skills and computer literacy.
  • Confident, Creative and willing to use own initiative.
  • Ability to influence at all levels, work under anxiety and self-motivated

Work History

Work History
Sep 2013 - Present

Manager- Premium Service Assurance and Collection

du - 2nd Telecom operator in UAE with tremendous expectations since launch. Built from the scratch in 2005, won the best brand in Middle East within 1 year and now serving more than 35% of UAE customers.

Key Result Areas:

  • Leading a SA&C teams of 91 members based across 3 countries India, Egypt and UAE engaged in providing, managing and ensuring optimum user satisfaction; directing the collection process flow
  • Working as a bridge between vendors, suppliers and sales partner’s operations teams and various verticals of the company; ensuring smooth execution of functions while adhering to company’s norms and policies
  • Monitoring and assessing staff performances, identifying areas of bottleneck and implementing measures to control the same; conducting employee engagement activities to enhance productivity
  • Driving end-to-end projects (Strategic, G2M ones) to support sales and customer operations and enhance customer satisfaction; liaising with development, planning, commercial and business teams to ensure the successful completion of the projects
  • Conducting root cause analysis to resolve persistent problems by preparing & analysing intervals performance reports & dashboard views
  • Ensuring compliance to all the KPIs including service deliverables, productivity, quality, customer-service standards and TSRM

 

Highlights:

  • Established the Premium Experience Design process for high ARPU Customers including VIP, Diamond, Platinum & Gold across all interaction points
  • Played a key role in enhancing the premium segmentation including service fulfilment and assurance for consumer and enterprise customers either through sales outlets or front / back office
  • Led multiple initiatives that resulted in an increase of NPS, NBA, C-SAT and in particularly FCR rate from 77% to 84.2% in 17 weeks in lieu of the set timeline of 32 weeks
  • Successfully achieved 108% of bad debt collection within 23 days (Nov. 2014) by implementing P & L, budgeting and revenue data analysis strategies
  • Worked on maturing LOB’s relevant end-2-end process documents to the set standards (i.e., trouble ticket process flow, collection (dunning) process & scripts, troubleshooting guidelines, empowerment tools enhancement, LCM process, escalation process engineering, fulfilment process)
  • Accomplished premium specific objectives by extensively supporting vendors and partners in recruiting, training, certification, coaching, assessment, audit, QA & QC and disciplining of staff as per contract & HR disciplinary grid
  • Conceptualized and effectuated Customer Value Management (CVM) and loyalty programs which resulted in reduced CHURN and high retention rate for Premium LCM thus increased revenue
  • Process enhancement projects worked on Mobile Number Portability (MNP), Fixed National Launch (FNL), Business on the Box (BOB), E-2-E Trouble Ticketing System Revamp and FCR Yearly Rate Enhancement (Covers also NPS) in both back offices and sales stores.
Jul 2007 - Sep 2013

Manager – Commercial Sales Operation Support

du

Highlights:

  • Established the Commercial Sales Operations Support process manual (Consumer, Enterprise “Mobile-Fixed”)
  • Worked on various go-to-market projects and programs which resulted in maintaining over 121% gross profit levels to the company over the 5 years period since launch
  • Played a key role in augmenting the number of operating retail stores from 8 to 68 stores in 3 years
  • Vendors management (Internal / External / 3rd Parties) including cost control, risk management, customer experience enhancement, performance management and control, audit and quality.
  • Extended support in recruiting premium dealers for indirect sales business (5200 outlets) while following HR approved guidelines of the company with an aim of achieving the company’s objectives and initiated target / KPI / BSC
  • Implemented the OSS & WOT concepts plus the FCR (First Contact Resolution) which resulted in over-all enhancement of the customers’ touch points experience
  • Drove various initiatives to reduce Trouble-Tickets from 3097 TTs to 230 TTs; by successfully completing the TT handling process enhancement projects in 7 months in lieu of the set timeline of 12 months
  • Led a team of over 770 employees based across 68 retail stores including 3 business centres
  • Ensured smooth execution of key projects in line with strategic direction, objectives, and brand’s values / guidelines in coordination with cross-functional departments
  • Category / Logistics management for optimised store sales operation including all activities (SOD, EOD, Stock, Inventory)
  • Acted as the Commercial Sales Operation SPOC for all projects & products implementation and process revamp
  • Report on key operational indicators as required to senior / executive management (SVPs, EVPs, and CXOs).
  • Discuss job performance problems with dotted employees and direct personnel to eliminate performance obstacles and constrains as well as manage the operation teams through recruitment, development, motivation and growth while ensuring all direct and indirect / dotted teams are focused, results driven and motivated (Employee engagement).
May 2006 - Jul 2007

Enterprise Customer Care Team Leader

du

Highlights:

  • Played a main role in establishing Enterprise Contact Centre right from inception starting from working on FO and BO staff preparation (i.e., training and process) while using the updated WFM / RTM methodologies in favour of achieving the desired KPIs hence a successful BSC
  • Defining team & system structure, integrity and processes and building work instructions / steps, task / work flow, business rules and escalation matrix
  • Conducted contact centre staff modelling, training, monitored and assessed their performance and guided them to achieve mutual objectives; fostered an environment of team work and upward growth
  • Worked on system applications relation maintenance & integration (BSCS/Siebel/E-Serve/Cisco), structure mapping & configurations
  • Manage launch of new services through preparation of processes and workflow with timelines (Strategic).
  • Focus on service levels maintenance (internal and external) and perform an interval / periodic analysis of customer satisfaction scores.
  • Ensure strict compliance and adherence to processes and procedures based on benchmarking and global standards.
  • Work on accomplishment of sales targets through cross selling and up-selling activities, increasing profit, create potential sales deals, high service & efficiency levels while applying prompt resolution of critical customer issues.
  • Manage Corporate Support Center activities (enquiry of services, products, offers and gaps handling process) aimed at high quality service & maximized customer satisfaction.
  • Define and review implementation of all processes for Strategic Customer and related Service Level agreements to increase work efficiency & CE.
  • Ensure optimum utilization of available resources (LEAN Management) and evaluated staff performance through monitoring of working hours /shifts Vs productivity.
  • Play an effective role in Implementing, deploying and developing several products / services, projects and systems to improve work efficiency of customer services fault management apart from being involved in implementation and participation in action plans for accomplishment of organizational strategic plans pertaining to operation and fault management.
  • Define, prepare and communicate critical reports pertaining to SLA penalties in resolution of Customers complaints to concerned departments and recommend remedial solutions to the management.
Jul 2004 - Mar 2006

Customer Care Representative

SHOWTIME - OSN, Dubai - UAE, Currently well-known as OSN, The leading company in MENA region providing entertaining Pay TV Channels.

Selected Contributions:

  • Good product knowledge and PAY-T.V. industry.
  • Applying the first call resolution “FCR” for al customers’ requests and complaints.
  • Interaction between different Dept.'s and excellent follow up skills.
  • Good knowledge of the business core applications systems.
  • Ability to handle difficult technical calls and hard / escalated calls as well.
  • Frequent updating training, core and technical.
Jul 2000 - Apr 2004

Customer Care Representative

Vodafone Egypt, One of the Vodafone Group of companies (British multinational telecommunications company headquartered in London) launched in Egypt in 1998 the largest mobile phone company in Egypt in terms of active subscribers.

Selected Contributions:

  • Front Office tasks for mobile technical and billing issues plus all general customers’ complaints handling.
  • Problem resolving.
  • All system relation awareness.
  • Handling hard calls and exceeds customer expectation.
  • Received frequent updating business courses.
  • Activation and collection tasks.
Jul 1997 - Mar 2000

Store and Banquet Assistant Manager,

Moghul Restaurant - New Jersey - USA, Undoubtedly one of the most stellar restaurants in the culinary firmament of the Tri-State area.

Selected Contributions:

  • Enhancement of customer satisfaction and loyalty.
  • Outlet total cost reduction for higher revenue.
  • Presenting a high level and standard of the food and beverages service and etiquette.
  • Banquet hall and event organizer.
  • Accept/Analyze the customers' voting and surveying.

Education

Education
May 2013 - Jun 2014

Diploma

Harvard Business School

Harvard ManageMentor Manager

Sep 1994 - Nov 1998

Bachelor Degree of Tourism Business Management

Faculty of Tourism and Hotels Management, Cairo University - Egypt

Tourism Business Management

Certifications

Certifications
May 2014 - Jun 2014

PMP-PMI Preparation Course

Sites Power, Dubai - UAE

Project Management Professional

Oct 2012 - May 2013

Art of Management

Swiss e-Learning Institute, Dubai - UAE

Business Administration Management

Aug 2000 - Sep 2000

Microsoft Office Professional

New Horizons, Alexandria - Egypt

Advanced Excel, Word, Power Point, Outlook, Visio

Training

  • Attended training on:
    • Advanced Computer Skills
    • Synergy, Technical & Selling Performance and Presentation Skills
    • 7 Habits Course 2010 - du Learning Centre
    • Great Managers Course 2010- du Learning Centre

Technical Skills

  • Well acquainted with Telecommunication Commercial Business Applications such as BSCS, DOC1 – Invoice Viewer, Siebel (CRM), ERP, E-serve, Net Cracker (NC), PGW, J-Cash (POS), EDMS
  • Sound knowledge of MS Office and Internet Applications


Additional Details

Date of Birth                    :        13th June 1976

Permanent Address      :        Alexandria, Egypt                 

Present Address             :        Dubai, United Arab of Emirates                 

Nationality                       :        Egyptian

Marital Status                  :        Married

Languages Known         :        English (Fluent), Arabic (Native)                 

No. of Dependents        :        2                 

Visa Status                        :        Employment Transferable Visa                 

Passport Details              :       A12239891 (Issued at Egypt. Valid up to 29’04’21)

Driving License Details :       794007 (Issued at UAE. Valid up to 19’07’24)