Wael Nabawi

I am a Senior Telesales Manager with extensive experience in managing the Contact Center, redesigned the process in the call center to decrease the operation cost and serve the customers faster. create the Quality Assurance section and design the Quality Forms and set Quality KPI’s for the agents and coaching log to identify the strength and weakness points in the Agents performance to make plan to

Continue improvement and start the supervisor for Tamima Teleseen Call Center.

 I have 23 years of Experience as Call Center Agent, Supervisor, Quality Assurance Specialist and Manager.

I have a target to be a consultant in contact center, customer care and Customers relationship.

General Manager – Call Center director

Tele Universe Egypt – Efirst Asia Poland – Saudi Market

• experience working with growth-stage businesses to identify business challenges.
• Oversee day-to-day operations.
• Collaborate with the board of Directors to identify, create and implement strategic plans to actualize business objectives.
• Identify, recruit, train and develop a talented team of employees who can lead critical departments and manage strategic business functions.
• Monitor company operations and ensure employees and business practices comply with regulatory and legal requirements.
• Identify and develop processes to optimize efficiency, productivity and workflow while ensuring compliance with internal and external controls.
• Cultivate an environment of continuous learning, employee development and innovation.
• Identify potential risks and opportunities within the organization and its environment to protect business interests.
• Identify potential sources of investment and organize fundraising efforts.
• Represent the company at social and corporate events in ways that strengthen the brand and communicate the company’s message.
• Manage daily operations.
• Set policies and processes.
• Maintain budgets and optimize expenses.
• Direct the employee assessment process.

Senior Tele sales Manager

Oct- 2020 - Present

Jan- 2015 - 2020

HMC - Egypt - Hospitality Marketing Concepts

•Establishing a call center (telesales team) for Contacting customers for selling membership card via outgoing calls to customers to achieve determined sales targets.

•Put a strategy to achieve the required sales targets according to the company goals

•Providing data records for (telesales team members).

•Supervising, Monitoring and following up telesales team members to make sure of achieving required sales targets.

•Trains and instructs the new employees.

•responsible to supervise the telemarketers in persuading the customers or individuals to buy the organization’s products and services.

•Creating a process-impelled workflow for sales or telemarketing and leading follow-up and qualification.

•Developing call scripts for telemarketer’s use with lead generation and qualification. •Creating team compensation structure and performance metrics.

•Supervising telemarketers in persuading the customers to buy the organization’s products and services

HMC Dubai - Hospitality Marketing Concepts

• Ensure efficiency, productivity and profitability of the program.

• Ensure adherence to Admin, Finance and HR policies.

• Responsible for the financial and smooth operations of the program.

• Maintain client relations and development of business growth. Introduction of existing and new contacts within the hotel, recreational and leisure industries and assisting with the nurturing of resulting relationships with the aim of business generation.

• Responsible for program/office opening/closing and ensuring policies are being adhered to.

• In the event of a program closure a report/analysis of the operations and the overall performance of the program to be submitted to Dubai Corporate Office (UAE).

• Staff Management – telemarketers through yearly/quarterly key performance and development reviews. within the hotel, recreational and leisure industries and assisting with the nurturing of resulting relationships with the aim of business generation.

• Responsible for program/office opening/closing and ensuring policies are being adhered to.

• In the event of a program closure a report/analysis of the operations and the overall performance of the

program to be submitted to Dubai Corporate Office (UAE).

• Staff Management – telemarketers through yearly/quarterly key performance and development reviews.

• Development of business strategies and tactics in pursuit of the HMC’s goals and objectives.

• Development of related operational and financial plans and forecasts.

• Organization, advertisement, research, promotion, and development of hotel and hospitality marketing schemes.

• Set up, administration, control and after sales service of hotel and hospitality marketing programs.

• Effectively, recruit, train and motivate a team of telemarketers.

• Conduct regular orientation for the personnel of the participating hotel.

• Provision of promotional materials including marketing collateral, copy, sales script and design.

• Develop quarterly marketing action plan for the program assigned.