Khaled Ahmed Adel Arabic
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Apr 2005 – May 2018
Scicom (MSC) Berhad
Position Title: Vice President – Ops Call Center Customer Service
Projects Established: HUAWEI, NOKIA CSM, SEAP, MEA, PEACH Aviation, the Star e-Paper, Blinkbox, Samsung, MHTC, Tesco, GE Health Care, Permanis, Fujitsu & PPZ.
1. Built and led a function whose key responsibility is to enhance Scicom’s reputation as a first choice BPO service provider by providing customer -oriented, controlled, compliant, cost effective, customer facing and contact services which meet agreed service standards
2. Ensured Scicom’s activities are supported by the Support Functions who provide business advantage and increase operations effectiveness and efficiency.
3. Achieved the profitability of operating center through meeting productivity targets and managing costs to operating plan
4. Achieved customer satisfaction targets established by executive management
5. Reduced errors and exceptions while exceeding customers' expectations for service delivery on quality
6. Recommended, prepared and ensured the successful implementation of the Operations plans in line with the objectives and budget approved by the clients
7. Responsibilities
8. Grew the contact center business in your territory.
9. Hunted net new opportunities within current customers and in the market.
10. Procured new clients through direct contact, word-of-mouth, and collaboration with the
Marketing department.
11. Developed and fostered relationships with vendor partners and their product specialists to surface new joint opportunities.
12. Followed up on leads and winning new clients.
13. Attended networking activities to research and connect with prospective clients.
14. Maintained meaningful relationships with existing clients to ensure that they are retained.
15. Suggested upgrades or added products and services that may be of interest to clients.
16. Constructed business proposals and contracts to draw in more revenue from clients.
17. Negotiated with clients to secure the most attractive prices.
18. Remained in tune with trends in consumption to ensure that our offerings remain relevant.
19. Prepared sales forecasts and reports according to the requests of the practice sales leader.
Social Media & Digital Marketing:
I managed a team from different countries comprises of multi lingual agents, Social Media quality specialists, Team Leaders, MIS and trainer to provide proactive monitoring, analytics, engagement, posting and reporting services on comments made in certain social media channels relating to the CLIENT, its products and services. Such channels may include, but are not be limited to, Twitter, Facebook, Instagram, YouTube, official communities and other third-party forums and on-line retailers related to mobile voice and data devices, Smartphone’s, tablets, PC and wearable’s. The services shall include:
1. Social media and Internet issue monitor and analytics
a) Provision of Social Media analytics software licensing for monitoring and analysis Huawei mentions
b) Monitor mentions of THE PRODUCT and specific other keywords in Internet and Social Media
c) Detects trends in Positive and Negative Sentiment toward the Brand, identifying the issue type, detail model and labelling.
d) Benchmark THE PRODUCT mentions against competitors and other Best in Class
e) Act as a leading indicator, or as a confirmation source, regarding how customers and potential customers feel about THE PRODUCT.

2. Crisis Identify and Escalation
Analyze and identify the contents of public opinion according to the crisis definition THE PRODUCT provides, discovered the negative and crisis events that possibly impact to the product and handle is under client’s instruction
3. Engagement

Act as Responders on client’s behalf or 3rd personal account. Social Media comments that Responders shall respond to will include, but not be limited to;
a) Complaints Identify and escalation about client products and service
b) Product malfunction issues and primary technical troubleshooting
c) Product, usage tips, sales and marketing related inquiry
d) Chat, praise and suggestion from consumers.
e) Consumer point of view guidance

4. Posting
The scope of posting provided by post-editor and post-designer will include the following:
a) Works out posting plans according to the new product release schedule, major questions collected from the Internet, and information shared by the client.
b) Independently creates posts or negotiates with the technical support centre to develop posts.
c) Releases posts on the spots based on the post plans and continuously traces the popularity of the posts. After the posts are released, monitors the effects and reports the corresponding information to the technical support department in the HQ, national marketing department, and national service department, to continuously improve the post quality.
d) Collects and summarizes recommended posts. Analyses key elements in excellent posts and outputs experience.
5. Reporting: Be responsible for the development and delivery of the client’s operational reports.
6. Summarize or design service procedure and standards as “Process Design” by different positions.
7. Other main operations areas covered in the contact center will be managing all levels of support such as contract negotiation, client meeting and presentation, recruitment, training, L1, L2 & L3 support locally, regionally and globally, quality monitoring and reporting.