abdalla fathi abdelbaki
Complaint Management – GCC at noon
copc inc ©️hpmt certified | customer excellence | data scientist | digital marketing | project | business strategy & planning | e-commerce | omni-channel
e-commerce operation professional , posse 9 year demonstrated history working within e-commerce , digital marketing & customer service industry . commercial analytical mindset focus excellence customer experience . maintain optimum customer satisfaction rate , increase productivity enhance operation hands-on style according copc standard . professional stint , gained extensive experience leading empowering employee required knowledge ; imparted training achieve monthly objective company 's main kpis . offering business acumen forward-thinking big-picture vision ; outperforms engaging multiple clients/business leader ; seamlessly blend pace , culture , process . career demonstrated strong leadership skill mentored team driving efficiency , customer satisfaction , business value . critical thinking creative problem-solving ability , resolved critical issue amicably . believe domain strength , eye detail , ability review bottleneck would steer process operational excellence .
noon
https://ae.linkedin.com/company/nooncom
Complaint Management – GCC
- Monitoring department monthly performance against service level agreements and develop plan for corrective action if service level are not met according to COPC standards.
- Interacting with all internal departments to assist as needed in providing business understanding ensuring timely delivery of complaint resolution according to signed-off TAT.
- Delivering projects which lead to the creation of an industry leading customer experience which is notably different to the customer.
- Working on process optimization and SOPs to modify/create process which makes it more reliable for customers which helped in  reducing complaint creation.
- Working closely with VOC team and hold regular meetings and one on ones to enhance our customer satisfaction which resulted in a 14% increase.	
- Designing and implementing new forecasting models which increased department productivity and efficiency
- Tracked performance and identified improvement trends in order to achieve KPIs on department and individual levels
- Performing exploratory data analysis and feature engineering to inform the development of statistical models and generate improved performance models
- Working to asses the company’s needs and resolve issues with the use of data science

Significant Highlights

- Conducted data regression and predictive analysis such as machine learning and data mining techniques to forecast trends with 95% significance level
- Steering rapid model creation in python using Pandas, Numpy, Scikit-learn, Seaborn, Plot.ly for data visualization
- Managing a team of 70 FTEs (60 agents, 4 Team leaders, 4 Team captains & 2 RTM) 
- Managing  various complaints from different projects & platforms such as Noon, Noon VIP, Noon daily, Now now & Noon Food
Dubai, United Arab Emirates
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noon
https://ae.linkedin.com/company/nooncom
Customer Experience/Operations Lead
I operate e-business including daily sales and monthly KPI reporting; responsible for the product range processes. I secure quality and constant improvement of Customer Service Center & online Transport offerings, FAQ, and online content. Analyze the financial and operational results; driving force behind the business plan process, budgeting and forecasting, P&L. I work to improve the systems behind the shopping/ customer experience. I perform Root Cause Analysis/SWOT Analysis by transaction monitoring to enhance the current process and identify gaps.

I design customized action plans, set monthly objectives/ KPIs, and apply bottom quartile management. Delegate Assistant Manager in new outsourcing site implementation in Bahrain/KSA/Jordan

I lead a team of E-Commerce Specialists along with Supervisors and implemented COPC techniques in Operation/ Quality Management resulting in reducing the operational cost by 15%. I was pivotal in customizing detailed reports using Cloud Reporting and Analytics Softwares like Zendesk, Zopim, and good-data with experience in Magento and People Vox.
Dubai, United Arab Emirates
https://media-exp1.licdn.com/dms/image/C510BAQHuVrAgR-7UBA/company-logo_100_100/0/1557904072910?e=1655942400&v=beta&t=9ingfipJrUCfPueaWzHpVNsslYCcn_6jhD3N25yWIPo
Sun & Sand Sports
https://ae.linkedin.com/company/sun-and-sand-sports-llc
Online Customer Support/Social Media Officer
I performed research on current benchmark trends and audience preferences. Designed and implemented social media strategy to align with business goals; accountable for setting specific objectives and report on ROI. I communicated with followers, responded to queries promptly, and monitored customer reviews. Suggested and implemented new features to develop brand awareness like promotions and competitions.

I stayed up-to-date with current technologies and trends in social media, design tools, and applications. Trained various teams to work promptly by providing customers with information or helped them with any inquiries regarding their orders via e-mails, chat, or phone. I reduced the number of returns to its minimal; acted as an Advocate for the company in Social Media, Voice & Non-Voice spaces. 

Followed protocol and adhered to guidelines; managed agents and enhanced their performance by achieving their targets
Dubai, United Arab Emirates
https://media-exp1.licdn.com/dms/image/C510BAQEKp5bC1l-ClQ/company-logo_100_100/0/1519863983669?e=1655942400&v=beta&t=yi6l47habcPirflviKziviKAv9SlpivBpuUrbqVvZEA
Etisalat
https://ae.linkedin.com/company/etisalatuae
Process Excellence Lead
I identified business process challenges by analyzing process data and metrics. Facilitated teams to critically review current processes for effectiveness, quality, and simplification. I developed and implemented process solutions to improve operational efficiency; provided training programs on new processes as needed. 

Monitored and measured the benefits of post-process implementation to ensure product quality, efficiency, and improvement. I identified risks and issues in business processes and systems; led a team that will be responsible for process assessments, and process design and redesign.

I analyzed operating data and statistics to identify opportunities, developed action plans, and implemented process improvements. Prepared business process reports for management and customers; maintained and updated all the process-related reports for reference purposes. 

I created documentation for SOPs and metrics, as required using MS Visio and Dreamweaver. I prepared e-mails, MIS reports, and other communication material as identified by the Line Manager for hosting weekly meetings to get updates on action points related to the operations. I monitored business processes, business rules, metrics, and standard operating procedures as a result of improvement initiatives.
Ajman, United Arab Emirates
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Etisalat
https://ae.linkedin.com/company/etisalatuae
Customer Service Team Leader
I achieved a Golden Recognition from Etisalat in Operations Management. I managed the day-to-day operations of the team and ensured that all customers are provided with excellent customer service and unified information according to documented processes and SOPs; generated MIS monthly activity report for the operations team.
Ajman, United Arab Emirates
https://media-exp1.licdn.com/dms/image/C560BAQE2nV27GjeuOQ/company-logo_100_100/0/1594724200472?e=1655942400&v=beta&t=egsezgZD9hNuKhGAoqSr3wHxwx4O4E9SDJFR2bUXZ30
Etisalat
https://ae.linkedin.com/company/etisalatuae
Customer Service Executive
I dealt directly with customers either by telephone or e-mails. Processed orders, forms, applications, requests and routed unresolved issues to the designated resource. I worked on after-sales support services for various devices Apple, Samsung, etc.
Ajman, United Arab Emirates
https://media-exp1.licdn.com/dms/image/C560BAQE2nV27GjeuOQ/company-logo_100_100/0/1594724200472?e=1655942400&v=beta&t=egsezgZD9hNuKhGAoqSr3wHxwx4O4E9SDJFR2bUXZ30
Data Science and Business Analytics
Postgraduate Degree
The University of Texas at Austin
https://ae.linkedin.com/school/theuniversityoftexasataustin-/
https://media-exp1.licdn.com/dms/image/C560BAQEREeDg1PACXA/company-logo_100_100/0/1617385772288?e=1655942400&v=beta&t=6Fy7FwzOotZIGTB0J49PEIwHcwt6NiV91XmViYsPJ5Y
Electronics and Communications Engineering
Bachelor of Engineering
Arab Academy for Science, Technology and Maritime Transport
https://ae.linkedin.com/school/arab-academy-for-science-and-technology-and-maritime-transport/
https://media-exp1.licdn.com/dms/image/C4D0BAQG6KgRXESD-8Q/company-logo_100_100/0/1606306825621?e=1655942400&v=beta&t=x_7tOLBGsbGMY1g6DTF1CUZ-SFaqOXz04ZXKdxEkQ10
Highest Ranked Team Leader Award
Noon.com
Best Team Leader Award for Yellow Friday Season
Noon.com
Outstanding Performance Award
Sun & Sand Sports
Employee of the year
Etisalat
Operation Management Award at Etisalat
Etisalat
Golden Recognition Award
Etisalat
Business Process & Reengineering
-
https://certifications.lisrc.org/verification/AbdallaFathiMahmoudAbdelbaki/439
Advance Digital Marketing Expert
certifications.lisrc.org
London International Studies and Research Center ™
Digital Marketing CPD Certified
628185
Knowledge & Human Development Authority
https://certificates.copc.com/81dec9fb-ca98-48a8-ba2d-aa91a1f8e759
COPC Inc. HPMT Certified Professional Manager with Honors
21699869
certificates.copc.com
COPC Inc.
ITIL Foundation V3 Certificate in IT Service Management
5383988.80408957
EXIN
https://skillshop.exceedlms.com/student/award/Sd8tPnn3Zg4sFtNbrMsjSDUv
Google Ads - Measurement Certification
87848279
skillshop.exceedlms.com
Google
https://skillshop.exceedlms.com/student/award/7oEaiRJQzaUg6NoqWsb4VJoc
Google Ads Display Certification
87846838
skillshop.exceedlms.com
Google
https://skillshop.exceedlms.com/student/award/ZbsnKBkKTBaYb42Gi25Gpddb
Shopping Ads Certification
87846614
skillshop.exceedlms.com
Google
https://skillshop.exceedlms.com/student/award/qsHDZMFSoJlnlQHn7W6JNaF2
Google Ads Search Certification
75952184
skillshop.exceedlms.com
Google
https://ae.linkedin.com/in/vikas-jain-namshi-operations
Vikas Jain
VP - Logistics Operations at Noon.com
الإمارات العربية المتحدة
https://ae.linkedin.com/in/mohammed-hassan-85219165
Mohammed Hassan
Customer Service Team Lead at MedNet
الإمارات العربية المتحدة
https://ae.linkedin.com/in/ibrahim-ahmed-49776ab0
Ibrahim Ahmed
SR. Complaint Management Representative (Business Care)  at Etisalat
الإمارات العربية المتحدة
https://ae.linkedin.com/in/mohammad-kishk-652a7027
Mohammad Kishk
Business Development | Sales Guru | Tech Savvy Number Cruncher
الإمارات العربية المتحدة
https://ae.linkedin.com/in/renataheld
Renata Held
Data Scientist
دبي, الإمارات العربية المتحدة
https://ae.linkedin.com/in/mgurashi
Mohamed Nader
Business Applications Manager at Azizi Developments
دبي, الإمارات العربية المتحدة
https://ae.linkedin.com/in/ali-salman-5878b159
Ali Salman
Analyst Quality & Process Excellence at Etisalat
دبي, الإمارات العربية المتحدة
https://ae.linkedin.com/in/ahmed-orfy-7966a9b6
Ahmed Orfy
Category & Customer Marketing Manager - Gulf at Procter & Gamble
الإمارات العربية المتحدة
https://ae.linkedin.com/in/ayman-fadl-94506b64
Ayman Fadl
Head of Operations & Support Services at Tafaseel BPO
عجمان, الإمارات العربية المتحدة
https://eg.linkedin.com/in/yasmin-el-sheikh
Yasmin El Sheikh
Talent Acquisition Manager @ noon💛|Employer Branding Coach|Keynote Speaker|مصرية
القاهرة
https://ae.linkedin.com/in/rodrigo-y-11497b99
Rodrigo Y.
Team Leader at Tahseel - Hadaf AL Khaleej Debt Collection
دبي, الإمارات العربية المتحدة
https://ae.linkedin.com/in/sameh-shata-1604ba25
Sameh Shata
Marketing | Strategy | Innovation | Technology | P&L Management | Revenue & Profit Growth | Strategic Partnerships | Business Development | Value Proposition | Transformation | Digital Services
أبوظبي, الإمارات العربية المتحدة
https://ae.linkedin.com/in/mostafa-gad-4a2676b0
Mostafa Gad
Data analyst with a proven experience in the E-commerce field.
دبي, الإمارات العربية المتحدة
https://ae.linkedin.com/in/msdagher
Mirza Dagher
General Manager & Senior Consultant
دبي, الإمارات العربية المتحدة
https://ae.linkedin.com/in/ahmed-a-ali-939639118
Ahmed A. Ali
Marketing Executive - Digital & Marketing Solutions at Informa Markets
الإمارات العربية المتحدة
https://ae.linkedin.com/in/abdullah-khalil-1810484b
Abdullah Khalil
Contracts Officer  at MAG Lifestyle Development
الإمارات العربية المتحدة
https://ae.linkedin.com/in/sarah-sardon
Sarah Sardon Alkhateeb
Senior Account Executive at WITS | Web Innovations & Technology Services
الإمارات العربية المتحدة
https://ae.linkedin.com/in/mahmoud-zighari
Mahmoud Zighari
Associate CIPD | Digital Learning | MBTI | MBA
الإمارات العربية المتحدة
https://ae.linkedin.com/in/mohammad-zehi-b987a766
Mohammad Zehi
Risk Team - Senior Team Leader at noon
دبي, الإمارات العربية المتحدة
https://ae.linkedin.com/in/mohamed-ayoub-406621178
Mohamed Ayoub
PR | Team Management | E-Commerce | Dubai, UAE
دبي, الإمارات العربية المتحدة
MOHAMED ELFATIH ALI
      
          



            
              
        
              
  

    
        When you speak of team management, performance and engagement Abdalla is the guy to make it happen, Abdalla is committed to operational success along with ensuring the customer experience and journey are set in place. Abdalla has a unique approach to influence all his peers in a positive and effective approach
Check out these highlights of Rizek’s COO,Murad Yunis, presenting the company's mobile application for delivering on-demand home health services in…
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تم إبداء الإعجاب من قبل Abdalla Fathi Abdelbaki
The bridge between a barren desert and an oasis of civilization is the vision of one man Allows borrowing hope and vision from his highness…
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تم إبداء الإعجاب من قبل Abdalla Fathi Abdelbaki
Education is the great engine to personal development.2021 milestone acheived “Data Science & Business Analytics”
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تمت المشاركة من قبل Abdalla Fathi Abdelbaki
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UAE Recruitment Network
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AddRec Gulf Jobs
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Engineer The Future
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CSR
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UAE Career Network
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Dubai Recruitment Online
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iQuest Consultants
https://www.linkedin.com/groups/3693680
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Dubai Recruitment (DubaiRecruitment.net)
https://www.linkedin.com/groups/102696
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Customer Service Champions
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Process Excellence Jobs
https://www.linkedin.com/groups/4149748
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Customer Service Professionals
https://www.linkedin.com/groups/115757
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Egypt Job Opportunities
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Contact Center & Call Center
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Sun And Sand Sports L.L.C
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