Raed Ramzi

I am currently working as a Contact Center Manager in Mermaid Medical Center. However, I would like to gain a different further experience through the possibilities offered by your organization to develop myself in the same position. I am very motivated to get started as soon as possible and would like to show that I can be an added value to your organization.

I would describe myself as someone who is "People Manager", "Analytical Thinker", and "Target Oriented". My experience as Contact Center Manager at Mermaid Medical Clinic and Seven Medical Clinic, has provided me with the required expertise and I would like to put all these characteristics to use within your organization

Contact Center Manager

Mermaid Medical Clinic, Dubai - UAE

Mar 2022 - Present

Role Description

• Handling Contact Center Department requirements and responsibilities.
• Handling Customers complaints against the Clinic or Contact Center employee.
• Following up the Email, Chat and Social Media Queue responses and engagement rates.
• Handling Department KPI’s: Sales, AHT, ACW, Outbound rate, Escalation rate, C-Sat/D-Sat, Call Quality, Call flow, Productivity and Issue resolution.
• Following up with Contact Center Supervisors on the Call monitoring, Coaching, Side by side, and Remote monitoring monthly activities.
• Hosting In-Shift Meeting / Weekly Meeting with Contact Center Supervisors to discuss our daily issues, challenges and come up with resolutions.
• Providing Root Cause Analysis Excel Sheet, and Issue Resolution Presentation for a specific Issue/KPI.
• Collaborating with Clinic Manager, IT Manager, and Accounting Manager to speed up any unattended or delayed issue resolution.
• Following up the Contact Center daily revenue and coming up with action plans.
• Following up the Annual Contact Center budget and cost control plan.

Customer Service & Quality Team Manager

Nov 2020 - Feb 2022

Seven Medical Clinic, Dubai - UAE

Role Description

• Handling Call Center Team of 20 Customer Service Representative. • Handling Customers complaints about any of my Team Members.
• Handling Team KPI’s: AHT, ACW, Outbound rate, Escalation rate, C- Sat/D-Sat, Call Quality, Call flow, and Issue resolution.
• Call monitoring, Coaching, Side by side, and Remote monitoring.
• Attending In-Shift Meeting / Weekly Meeting with Call Center Manager to discuss our daily issues, challenges and come up with resolutions.
• Providing Root Cause Analysis Excel Sheet, and Issue Resolution Presentation for a specific Issue/KPI.
• Collaborating with Clinic Manager, IT Team Leader, and Accounting Manager to speed up any unattended or delayed issue resolution.
• Assisting Contact Center Manager in generating revenues, analyzing statistics and forming action plans.

Contact Center Supervisor

Oct 2018 - Oct 2020

Emaar Properties, Dubai - UAE

Role Description

• Handling Team of 13 Customer Service Representative.
• Handling Customers complaints about any of my Team Members.
• Handling Team KPI’s: AHT, ACW, Outbound rate, Escalation rate, C- Sat/D-Sat, Call Quality, Call flow, and Issue resolution.
• Call monitoring, Coaching, Side by side, and Remote monitoring.
• Daily tasks such as Seating plan, COPC Compliance, Client Compliance, update attendance/absence, reporting potential resignations, and submitting the Daily Outliers Sheet.
• Attending In-Shift Meeting / Daily Supervisor Meeting with the Account Manager Assistant to discuss our daily issues, challenges and come up with resolutions.
• Providing Root Cause Analysis Excel Sheet, and Issue Resolution Presentation for a specific Issue/KPI.
• Collaborating with Real Time Management Team and Account Manager before attending Client Conference Call related to issues in Service Level / Intervals.

Senior Advisor - Acting as Supervisor 

Sep 2015 - Jul 2017

Teleperformance, Dubai - UAE

Role Description

• Handling Customers complaints about products.
• Handling Dissatisfied Customers about our Service Providers. • Approving exceptions when urgently needed.
• Handling complicated Technical Issues.
• Subject Matter Expert to New Joiners, and Technical Support Advisors.
• Assisting Supervisor in his daily tasks and taking his place whenever needed.

Customer Service Representative

Vodafone UK, Cairo - Egypt

Role Description

• Handling Customers complaints about their bills. • Handling Technical Issues in Network.
• Promoting our new Prepaid and Postpaid Offers.

Customer Service Advisor

Expedia Canada, Cairo - Egypt

Role Description

• Resolving all kind of Reservation Issues.
• Offering discounts, and facilitations.
• Calling Airlines, Hotels, Car Rental Offices worldwide to discuss best options for our customers satisfaction.

Bachelor Degree in Translation and English Language

American University, Cairo - Egypt