Mohammad Mounir CV

Acted as liaison between various cross-functional teams, ensuring prompt resolution of all requests from
both customers and other operational internal teams
Coordinated support activities for the financial center and upper management
Represent the Life Operations department in weekly Fund Maintenance project meetings and inform the
team of upcoming activity.
Create and improve procedures and job aides. Analyze work flows for process improvement opportunities to
increase efficiency
Ensure subscription processing and review of procedures.
Perform special requests from customer offices and other departments.
Wrote and updated procedures to adhere to company standards internal policies.
Handles purchasing and logistics:
a)Manages the supply chain.
b)Works to deliver excellent products and services at the lowest cost possible
Provides support and report directly to the COO:
a)Provides logistics support for training sessions and business conferences.
b)Processes purchase orders.
c) Ensures that corporate accounting policies and procedures are kept.
d)Assists with financial reporting.
Stays up-to-date on software that is commonly used in the industry.
Coordinated efforts between the Operations and marketing department to liaise the ROI and how it
implements the company's lead strategies.
Etisalat
Customer service team leader & Quality Assurance Jan 2012 – Apr 2014
Provides daily direction and communication to employees so that customer service calls are answered in a
timely, efficient and knowledgeable manner
Provides continual evaluation of processes and procedures
Responsible for suggesting methods to improve area operations, efficiency and service to both internal and
external customers
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Writes and administers performance reviews for skill improvement
Ensures employees have appropriate training and other resources to perform their jobs Responds to and
resolves employee relations issues expressed by team members
Creates and maintains a high-quality work environment so team members are motivated to perform at their
highest level
Addresses disciplinary and/or performance problems according to company policy.
Prepares warnings and communicates effectively with employees on warnings and makes
effective/appropriate decisions relative to corrective action as required
Assists the manager with daily operation of the call center to include the development, analyses and
implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled
efficiently and effectively.
Establishes work procedures and processes that support the company and departmental standards,
procedures and strategic directives
Uses appropriate judgment in upward communication regarding department or employee concerns
Investigate customer complaints and non-conformance issues
Collect and compile statistical quality data
Develop, recommend and monitor corrective and preventive actions
Prepare reports to communicate outcomes of quality activities
Identify training needs and organize training interventions to meet quality standards
Coordinate and support on-site audits conducted by external providers