Abdou Khalil

Biography

Experience Customer Service & Distribution Manager Company NameFuture Hospitality Solutions Dates EmployedMay 2017 – Present   Employment Duration8 mos LocationCairo, Egypt Home Delivery Manager Company NameKuwait Food Company (Americana) Dates EmployedSep 2014 – Present   Employment Duration3 yrs 4 mos Contact Center Manager Company NameKuwait Food Company (Americana) Dates EmployedJan 2008 – Present   Employment Duration10 yrs - Implement call center strategies to ensure that customers, people and financial objectives are met and ensure efficient operation of the Call Center • Prepare the annual CC objectives and formulate the annual Plan and budget and communicate with team to gain alignment and commitment. • Ensure the needs and demands of delivery/ customers are met within CHAMPS guidelines in order taking process. • Closely monitoring the implementation of all the marketing campaigns, and must be an effective partner in designing and implementing the home delivery marketing campaigns. • Communicate effectively call center statistics periodically with concept managers to maximize the smooth operation. • Follow performance standards and KPIs, and analyze statistical reports to monitor the performance of the CC and the Home delivery division. • Maintain an open communication channels with concept managers to update the call center system with all the new products and prices in coordination with MIS Department. • Coordinate with the IT, Maintenance and external support to ensure that all equipment's and communications systems are functioning correctly. •Follow up to ensure that performance standards and KPIs are achieved to maximize sales through operational excellence, effective implementation of marketing promotions, suggestive sell, effective utilization of technological opportunities. • Use statistical reports to effectively manage the performance of the Call center. • Evaluate performance of his Subordinates against established targets for service, CHAMPS, Sales, call efficiency and productivity •Set plans to improve quality of service, customer satisfaction, sales and profit. • Take Over responsibilities of CC Manager when he is not available. • Deliver the company's vision, mission and values to his team. Call Center Manager Company NameKuwait Food Company (Americana) Dates EmployedOct 2002 – Jan 2008   Employment Duration5 yrs 4 mos LocationKuwait • Responsible for KFC call center operations  - Align with the Branch management and Operations Leaders on the Branch Strategic Plan and the coming year priorities and objectives • Prepare the annual CC objectives and formulate the annual Plan and budget and communicate with his Team to gain alignment and commitment • Ensure the best utilization of the available resources for maximum efficiency. • Keep the company top management updated with the latest communication technology. • Set the performance Standards and KPIs, Create statistical reports to monitor the performance of the CC and the Home delivery division. • Ensure that all CC costs are kept within planned levels without compromising equipment functionality, CC operation, or customer satisfaction. • Continually investigate new and emerging processes, strategies and technologies to ensure that the CC remains competitive, in terms of cost and service. • Ensure that all assets, facilities and equipment within CC are managed efficiently, maintained properly and operated cost effectively. Highlight specific repairs and maintenance requirements and recommend commitment of approved capital •Build and maximize sales through CC operational excellence, effective implementation of marketing promotions, suggestive sell, development and utilization of technological opportunities. • Cascade the company's vision, mission and values to his team • Participating in hiring the CC Staff. •Evaluate performance of subordinates against established targets for CC service,, productivity, and other CC KPI's  • Communicate with Operation Leaders & other departments Home Delivery Performance to discuss actions needed to improve Home Delivery performance. • To set and implement R&R programs which drive increases in Home Delivery Sales Call Center Assistant Brand Manager Company NameKuwait Food Company (Americana) Dates EmployedJan 2001 – Oct 2002   Employment Duration1 yr 10 mos • Ensure the prompt and accurate processing of orders, prompt communication of orders to relevant restaurants and immediate resolution of/response to all customer inquiries &complaints. • Communicate effectively with Areas & Chains Managers to maximize the smooth operation  • Communicate effectively with CC deputy Manager & CC Manager to maximize the daily call center operations efficiency  • Coordinate with the IT, Maintenance and external support to ensure that all equipment's and communications systems are functioning correctly. • Closely monitoring the implementation of all the marketing campaigns • Provide all the needed technical training to the call center agents in coordination with the HRD Department. • Set Individual Development Plan for each agents and monitor their progress. • Use statistical reports to effectively manage the performance of the Call center. • Evaluate performance of Section Heads established targets for service, CHAMPS, Sales, call efficiency and productivity •Implement plans to improve quality of service, customer satisfaction, sales and profit. Ensure achievement of weekly and monthly objectives for CC. • Use statistical reports to monitor and control costs & CC efficiency. • Ensure that labor scheduling met standards. Education • Bachelor Of Tourism & Hotel Management – Helwan Univ. Cairo Degree Namegood Field Of StudyTourism & Hotel Management Dates attended or expected graduation1992 – 1996 Activities and Societies: camping . debate team We have studied at the faculty of tourism & hotel management a large range of courses related to customer service , hospitality industry , hotel management , accounting , English language , French language , presentation skills .. etc Orman School Dates attended or expected graduation1989 – 1991 Orman secondry School                

Research Interest

Business and Management