Islam Abdelhalim
City of Binan
Summary
Experienced professional seeking to contribute in a dynamic and diverse work environment. Possessing a proven track record in retail, sales, and business outsourcing management, I offer expertise to showcase my credentials as a hallmark of experience in my chosen field. Proficient in operational management, I have successfully supervised multiple teams of employees while excelling in strategic planning and delivering impactful presentations.
Technical professional with strong background in overseeing complex projects and ensuring high standards of quality and performance. Adept at fostering team collaboration, driving results, and adapting to changing needs. Skilled in troubleshooting, process optimization, and resource management. Known for reliability, problem-solving abilities, and focus on continuous improvement.
Overview
14
14
years of professional experience
Work History
Sales and Tech Supervisor
Asurion
Santa Rosa City
05.2022 - 03.2026
- Undertake service requests for customers ensuring compliance with Asurion's policies and procedures carrying out effective note taking on calls
- Providing technical expertise on inbound calls or other electronic input
- Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework employing initiatives to achieve a high quality score
- Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score
- Educate oneself with technology and keep up to date with changes particularly in the device protection and customer home technology space
- Processing service requests and managing enquiries related to handset protection and digital products
- Making sales or recommendations for products or services that best suit client needs
- Meet the agreed individual and team performance targets and development plans
- Participate in development and activities within care that enhances engagement, teamwork and vision
- Supervised daily operations to ensure optimal performance and adherence to company policies.
- Mentored team members, enhancing skills in customer service and conflict resolution.
- Analyzed call center metrics to identify trends and implement process improvements.
- Developed training programs for new hires, fostering a culture of continuous learning.
- Collaborated with management to create strategies aimed at improving customer satisfaction ratings.
- Resolved escalated customer issues, demonstrating strong problem-solving capabilities under pressure.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Sales and Tech Supervisor
RMA Collect IQOR
Santa Rosa City
03.2020 - 05.2022
- Responsible about the customers accounts, Billings and monthly recurring charges
- Setting up the new accounts, checking the credit history and adding extra services
- Troubleshooting and highly trained technical support
- Reviewing bills, payment arrangements and charges
- Adding services, devices and features that meets the customers needs
- Following up with customers concerns
- Quality assurance and metrics builder with the operations team
- Developed tailored acting techniques to enhance individual performer skills and confidence.
- Facilitated workshops focusing on character development and emotional expression for diverse groups.
- Mentored aspiring actors, providing constructive feedback to refine their performances and techniques.
- Established a supportive learning environment fostering creativity, collaboration, and personal growth among actors.
- Mentored aspiring actors in the development of their personal brand and marketing strategies, contributing to increased industry recognition and networking success.
- Empowered performers to take ownership of their creative growth by emphasizing self-reflection and commitment to the craft throughout coaching sessions.
Team Manager, Bilingual
24-7 InTouch
Quezon City
01.2019 - 03.2020
- Company Overview: Coursera
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
- Manage professional performance to meet key performance indicators and service level agreements
- Use critical thinking to develop solutions to improve business performance and partner success
- Collaborate with other departments within the organization for a proper issue resolution
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
- Coursera
- Streamlined team operations to enhance service delivery and customer satisfaction.
- Implemented quality assurance processes to maintain high standards of service excellence.
- Analyzed performance metrics to identify areas for process improvement and efficiency gains.
- Fostered a collaborative environment through effective communication and team-building activities.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Technical Team Manager
Intuit QuickBooks
Makati City
03.2018 - 01.2019
- Create an inspiring team environment with an open communication culture
- Gain experts level knowledge on all partner product and promotions
- Coordinate changes in staffing schedules by collaborating with operations support team and workforce management team
- Monitoring team performance, reports and metrics
- Discover training needs, provide on game coaching
- Analyze various reports and statistical data measure production levels and identify root causes for underperforming areas
- Led cross-functional teams to deliver innovative software solutions aligned with strategic goals.
- Mentored junior developers, enhancing team performance and fostering a culture of continuous learning.
Account Operation Manager
Integers Contact Center - MOE
07.2015 - 02.2018
- Company Overview: Dubai - UAE
- Determines account operational strategies by conducting needs assessments
- Develops account system by developing customer interaction and voice response system within the voice network
- Maintains professional and technical knowledge by tracking emerging trends in the account operations management, attending educational workshops
- Accomplishes organizational goals by accepting ownership for new and different requests, exploring opportunities and add value to job.
- Dubai - UAE
- Developed and implemented strategies to optimize resource allocation across multiple accounts.
- Streamlined account management processes to enhance operational efficiency and client satisfaction.
- Trained and mentored junior staff on best practices in account operations and customer service protocols.
- Coordinated cross-functional teams to resolve complex client issues, ensuring timely solutions and support.
Sales Manager
Apparel Group
09.2012 - 06.2015
- Company Overview: Abu Dhabi - UAE
- In charge of general oversight for several different retail locations
- Employee management, inventory analysis and cost management
- Oversaw the orientation of new managers to ensure complete understanding of operational standards.
- Develop strategic plans based on marketing analysis.
- Abu Dhabi - UAE
- Led sales team to exceed quarterly targets through strategic planning and performance monitoring.
- Developed and implemented training programs to enhance product knowledge and selling techniques among staff.
- Analyzed market trends to identify growth opportunities, optimizing product assortment and pricing strategies.
- Fostered relationships with key clients, resulting in increased customer loyalty and repeat business.
- Collaborated with marketing to launch promotional campaigns, driving brand awareness and sales volume.
- Streamlined sales processes by introducing CRM tools, improving data tracking and reporting accuracy.
Education
Bachelor - Accountancy, coast analyzing
Tanta University
Alexandria, Egypt01-2007
Organizaonal leadership capstone -
Northwestern University
07.2019
Iniating and planning projects - undefined
UCI division of connuing educaon
08-2019
Customer engagment specialist professional cerficate - undefined
IBM
07-2019
Supply chain management strategy - undefined
Rutgers University
10-2019
Financial Engineering and risk management - undefined
Columbia University
05-2019
Designing the organizaon : from strategy to organizaonal structure - undefined
Illinois
03-2019
Skills
- Effective communication
- Strong business writing skills
- Articulate speaker
- Proficient in computer applications
- Skilled in operating office devices
- Proficient in organization techniques
- Resource management efficiency
- Analytical decision making
- Strong focus on timely deliverables
- Strategic leadership abilities
- Employee engagement
- Conflict resolution strategies
- Operational planning
- Analytical reporting expertise
- Problem-solving skills
- Strategic issue identification
- Service excellence
- Client satisfaction
- Business analysis
- Schedule management
- Customer support
- Strong enthusiasm
- Lead generation strategies expertise
- Cross-selling tactics
- Strategic campaign management
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Sales and Tech Supervisor
Asurion
05.2022 - 03.2026
Sales and Tech Supervisor
RMA Collect IQOR
03.2020 - 05.2022
Team Manager, Bilingual
24-7 InTouch
01.2019 - 03.2020
Technical Team Manager
Intuit QuickBooks
03.2018 - 01.2019
Account Operation Manager
Integers Contact Center - MOE
07.2015 - 02.2018
Sales Manager
Apparel Group
09.2012 - 06.2015
Organizaonal leadership capstone -
Northwestern University
Iniating and planning projects - undefined
UCI division of connuing educaon
Customer engagment specialist professional cerficate - undefined
IBM
Supply chain management strategy - undefined
Rutgers University
Financial Engineering and risk management - undefined
Columbia University
Designing the organizaon : from strategy to organizaonal structure - undefined
Illinois
Bachelor - Accountancy, coast analyzing
Tanta University