Hamid Abdel-Hamid

Hamid Abdel-Hamid

Customer Service Supervisor at Ooredoo Oman
Lives in Dubai, United Arab Emirates
over 6 months ago

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Qualified senior Customer Service management professional with 15 years of experience in leading Numerous Customer Service/Call Center /Back Office/Quality Assurance/Activation-Services-Teams. Identifying new Process/product Support ideas, conceptualizing, designing the same based on latest/ emerging technologies and vendor solutions. Distinguished winner of multiple awards & certifications for enhancing revenue & customer satisfaction index across a professional career; exploring challenging senior managerial assignments with a professionally managed organization

Experience

  • Customer Service Supervisor

    Ooredoo Oman - Muscat, Oman

    Back Office
    November 2004 - March 2018 · 13 years and 5 months

Education

  • Diploma

    Bolton Institute - Manchester, United Kingdom

    November 1997 - January 1998

    Diploma in Business An Integrated business Technologies graduate with a focus on Communications and Customer Service. Shareholder and Acting COO, Advisor to a Dubai based European corporation. Extensive industry experience across: Innovative Communications , Contact centres, Smart Technology/ smart Process Specialty ,SLA Maintenance, Team Leading, Coaching ,Motivating, Evaluating, Training, Call Canter Live Handling, , sustainability of Quality, Internal and external Clients Service delivery, Tutorial and process Video Production & construction, Data Base & Legal Registration Quality Validation ,Mobile Device management, Vocal point Interactions with ‘IT’ Support, IT Billing, Mediation, Network NOC, Live Customers , vendors , dealers , distributors, Capture all interaction data for future progress incident logs. CRM On Steroids. Constant Improvement .Proactive Perseverance and Fluency in 3 Languages mastered completely. In addition to 30 years in GCC Experience 15 of which are with a multinational telecommunication full service provider crossed the 100 Million Customer bench mark Worldwide.

Languages

  • Arabic
    Native or fluent
    100%
  • Serbian
    Native or fluent
    100%
  • Bosnian
    Native or fluent
    100%
  • Croatian
    Native or fluent
    100%
  • English
    Native or fluent
    100%

Skills

  • coaching and training
  • Communications vocal point
  • Customer care, Team leading
  • Customer Service Call Cen
  • Enhancing operational effeciancy
  • Maintaining SLA
  • Process Improvement
  • Quality Assurance Specialist

Other

  • Multiple Experience Certificates incl. Realtime, Emotional intelligence, Quality Assurance

    gained significant exposure in enhancing profitability through utilization of business KPI’s and performance management process, developing new business channels and highlighted improvement initiatives to the higher management to enhance revenue generation.

    Enclosed herewith, you may find my resume, highlighting further on my skills, accomplishments and credentials including me being winner of multiple awards & certifications

    Download the file
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