...Corporation. In a multinational environment to utilize my diversified skills, where I can demonstrate my capabilities, and put my experience and skills into the maximum service when needed. SKILLS & ABILITIES Language: Arabic: Mother Tongue. English: Excellent Command of both Spoken and Written. Chinese: Good command of both spoken and Written. Computer Skills: Excellent command of Microsoft applications Professional Skills: Proven experience in communicating comfortably, inclusively and clearly up, down and across a sizeable business Demonstrates analytical capability Excellent communication skills both in Arabic and English Ability to work under stress Ability to manage and coordinate multiple activities under tight timeframes, while maintaining the professional standard Demonstrate ability to work independently, take initiative, self-development, problem solve, handle multiple tasks/priorities Highly motivated self-starter who can drive changes EXPERIENCE SENIOR REPRESENTATIVE NIGHT SHIFT- VODAFONE EGYPT [Cairo-Egypt] Dec 2010 – Till Present Handling Night Shift tasks: Work force: Guarantee effectiveness of skills assignment that achieves the SL targets per interval. Implementing the Queues priorities according to the management agreement per interval. Ensure monitoring the business rules of the queues and report any variation. Observe routing problems or any increase of calls to the management on time, calls behavior due to technical problems and...
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...Understanding Customer Experience * Customer experience encompasses every aspect of a company’s offering the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability. * Few of the people responsible for those things have given sustained thought to how their separate decisions shape customer experience * They all have different ideas of what customer experience means * Customer experience is the internal and subjective response customers have to any direct or indirect contact with a company. What determines “customer experience”? * A successful brand shapes customers’ experiences by embedding the fundamental value proposition in offerings’ every feature. * Service quality and scope matter, too, but mostly when the core offering is itself a service. How are customer relationship management and customer experience management related? CRM captures what a company knows about a particular customer: his or her history of service requests, product returns, and inquiries, among other things whereas customer experience data capture customers' subjective thoughts about a particular company. Customer relationship management (CRM) tracks customer actions after the facts; customer experience management (CEM) captures the immediate response of the customer to its encounters with the company. How customer experience is best managed? There are three patterns of customer experience information, each...
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...Renews CRM Contract with Convergys to Raise the Bar on Customer Experience Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today that Hyundai Motor America has signed a three-year contract renewal for Convergys’ industry-leading customer management solutions. Hyundai first became a Convergys client in 2005. Convergys’ relationship management solutions include dedicated and experienced customer service agents who are the first point of contact for vehicle owners contacting Hyundai’s Consumer Affairs for sales and service related concerns. Convergys provides case management, fulfillment, self-service, and back office solutions to Hyundai. Convergys also provides analytical expertise to Hyundai, leveraging the customer satisfaction surveys it conducts on behalf of the company to offer Hyundai actionable customer intelligence. Hyundai Motor America, which has more than 790 dealerships across the United States, is focused on providing a superior customer experience to drive continued high levels of customer loyalty and retention. Throughout its multi-year relationship with Hyundai, Convergys’ continuous improvement initiatives, experienced staff, proactive training initiatives, and ability to capture and report actionable customer intelligence in areas including product design and the dealership experience, illustrate Convergys’ value as Hyundai’s relationship management partner. “At Hyundai, we know that providing the highest level...
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...Introduction Apex Footwear Limited is one of the renowned brands in the footwear industry of Bangladesh. The name Apex achieved such a position in the customers’ mind that whenever they heard the name of Apex, a footwear with high quality comes into their mind. Apex Footwear Limited has sought to adeptly make use of that expertise to provide high quality, fashionable footwear to the Bangladeshi consumers. With over 143 own retail outlets and 275 authorized resellers, Apex Footwear Limited ensures nationwide coverage of its diverse range of footwear for its consumers. Through its eight in-house brands, namely Venturini, Apex Men’s, Sprint, Moochie, Nino Rossi, Sandra Rosa, Apex Women’s and Apex Kids, Apex Footwear Limited carries a huge selection of shoes and sandals, ensuring that each of the valued customers finds the footwear that is just right for them. Apex Adelchi Footwear Limited (AAFL) is also the leading export-oriented leather footwear manufacturer in Bangladesh. It is the largest exporter of leather footwear from Bangladesh. Currently holding the second position, the company is also one of the fastest growing footwear companies in the local market. AAFL also has the second largest retail network following Apex Shoe Bangladesh Limited. The company has revenues of USD 140.5 million in 2014. AFL pioneered the export of value added finished products export in the leather sector of Bangladesh and is also involved in the local footwear retail business with the second...
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...February 5, 2015 February 5, 2015 Apply the solutions offered by "Gartner’s" article to a company of your choice to correct a situation that according to you qualifies to be referred to as bad customer experience CUSTOMER RELATIONSHIP MANAGEMENT Apply the solutions offered by "Gartner’s" article to a company of your choice to correct a situation that according to you qualifies to be referred to as bad customer experience CUSTOMER RELATIONSHIP MANAGEMENT Issues in Spice Jet: 1. Rude Staff Behavior 2. Often the flight gets cancelled and a cancellation message is sent across at the last moment 3. A customer cannot rely on Spice Jet for punctuality 4. Nodal officers are not reachable to resolve complaints and the response time of Customer Care is very long which is around 10-12 minutes for just picking up the call. 5. Delays in refunding the cancelled tickets amount Recommendations: * Identify Customer Segments and their diversified needs and convert these customers into assets by building up their value. * Value your customer base potential — not just on current profit - build a customer asset portfolio * Establish your market position against requirements and competitors. Emphaseize on building customer relation by taking feedback at different points of the transaction. Define a “valued,” different customer proposition based on competencies. * Make the brand the company DNA to deliver the proposition. * Customize the service...
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...assignments in Process Management / Customer Relationship Management with an organisation of repute ------------------------------------------------- ------------------------------------------------- Career précis ------------------------------------------------- * ------------------------------------------------- A result-oriented professional with proven success of nearly 8 years in Process Management and Customer Relationship Management in the Banking & Financial Service sectors. * ------------------------------------------------- Previously was associated with Zee learn limited as Territory Franchise Manager. Acquired in-depth knowledge and expertise on Risk / Credit / Banking processes, compliance, client relationship management, process enhancements etc. through various assignments with ICICI PRUDENTIAL LIFE INSUARNCE, DHFL PRAMERICA LIFE INSURANCE, MAX LIFE INSUARNCE COMPANY LIMITED. * ------------------------------------------------- Proven skills in implementing policies & managing enterprise wide risks with effective mechanisms to mitigate them. * ------------------------------------------------- A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas. * ------------------------------------------------- Possess excellent interpersonal, communication and organisational skills with proven abilities in team management, customer relationship management and planning. -------------------------------------------------...
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...Keller Graduate School Of Management Managing Quality 09/21/2012 Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Customer satisfaction is very important in all types of business operations and the best practices that deliver such a satisfaction are the tools that lead to the best results and gains that many firm and companies enjoy at the end of the quest. The best practices in customer service are the engine of the company future and this does reflect in the culture of the company and how it handles the most important factor in its look for best results and shines the road for the competitive leadership awards. Being able to understand the satisfaction level of customer can make the fine lines between loss and profit. Top managers and responsible executives need to assess the importance of understanding if their customers are still satisfied with their products and services as they were last year or last quarter. They also need to know how that level of satisfaction can affect the profits of the firm or company and if those changes in the satisfaction level are not giving advantage to the competitors in the market place. Moreover, one bad experience can outweigh a whole lot of good experiences. Because of e-mail and instant...
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...Assignment 1: Starbuck’s Strategy MGT 500 Marcus Rowland October 18, 2014 Dr. Sandra Bryant Organizational culture is a term that has been used and defined in many different ways. Mainly organizational culture is the set of key values, beliefs, understanding and norms shared by members of an organization. (pg.75). A lot of companies use organizational culture to express to external factors what their organization truly believe and what is exactly important to them. A Company such as Starbucks expresses their key beliefs and values daily. Starbucks managers use this concept to understand the hidden aspects of organizational life. Starbucks, being an organization that deals with internal and external problems daily rely on these elements to cope with them. Starbucks visible values are well embedded with the company when you think of this organization. The Starbucks Logo is well known throughout and represents a green twin-tailed mermaid, known as Siren in Greek mythology. The Starbucks logo is so familiar the company has removed the company's name from around the logo and people can still easily recognize the logo as Starbucks brand. This reminds people who they are when customers see this mermaid. I However there are less obvious values that this company that are invisible and can only be perceived from what people believe and justify. For example one could interpret that Starbuck’s slogan is green because of their commitment to saving the environment and recycling. Starbucks...
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...3 The experience & evaluation 3 Literature review 6 Beneficial outcomes 7 Summary 8 Conclusion 9 Introduction: Time is considered to be a dimension. Where this dimension is made up of seconds and it is used as a measurement unit. It is astonishing what people can achieve in their daily lives just by having used their time effectively. The ability and the knowledge of using time are referred to as time management. Now a day’s time management is essential and required while undergoing a task and the person who is working on a task should have acquired the skills of time management to eliminate defects and time wastage. An inspiring quote which emphasizes on the importance of time management is: “Time stays long enough for those who use it” and from this quote we can sense the deep meaning of time management skills. Reflection is defined as deliberately examining and considering the advantages and disadvantages of a personal experience. Reflecting on your personal work will help in learning from past experience; also it allows for personal and professional growth. A reflective essay is a way of writing in which the writer illustrate and describe his or her personal experience. Reflective writing is done by describing the facts which made up the experience and by evaluating the whole experience after it have been done by looking on what when well and what did not. This essay is going to reflect the time management skills...
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...Self-Reflection - Leadership Development Many varied management and leadership philosophies exist and no single style or approach can be considered to be the ‘correct’ one. Regardless of management and leadership philosophies, self-reflection has played, and will continue to play, a significant role in the shaping of a managers leadership philosophy. Depending on the level of consciousness that a manager has in regards to self-reflection, along with how they communication their management and leadership philosophies, will affect their performance as a manager. Like all managers, my management and leadership philosophies have developed through experiences and the meaning assigned with these. The philosophies that I have previously employed have not always allowed me to adequately address a situation; however, by being reflective the experiences have expanded my knowledge base, resulting in refined management and leadership philosophies. Self-reflecting and communicating management and leadership philosophies is essential for managers in realising their personal potential due to the need to actively learn and interpret experiences for future use. Life experiences shape how individuals manage and lead due to the self-perceptions developed through these experiences. The traits, values and competencies associated with different experiences “dictate how people interpret their environment and what motivates them to act” (Brent and Matheny, 2000, p. 3). This important concept...
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...history -- dreams are more powerful than facts -- hope always triumphs over experience -- laughter is the cure for grief -- life is stronger than death.” If you ask me to describe myself I would say that I am pleasant, diverse, and active man. I think one of my most distinguishing characteristics is the diversity of experiences I possess. I am an engineering graduate with a flair for management. I also have a passion for traveling and exploring different cultures of the world. All these elements have helped me develop a very broad outlook, with varying degrees of knowledge in a range of topics. As a freshman at the undergraduate level, I chose my major in Electrical & Electronics Engineering to ensure a sound technological base. It was in my third year of graduation in Engineering that I was able to touch upon subject like Industrial and Organizational Management, which stimulated my interest towards management. Professional experience has helped me fortify my conclusion that Management science is a major part of the industry and it plays a polar role. After completing my Engineering from Cochin University of Science & Technology, Kochi; which is amongst the best institutes of technical education in India, I joined in as a Project Engineer in Wipro Technologies Ltd. To get a feel of corporate management and to know what it takes to become a successful manager before opting for a career in the field. My desire to know more of the big world of managers saw me carefully observing...
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...degree itself entails. Dedication, responsibility, time management, and work ethics are all attributes that are the result in earning a Masters degree. “Attaining a higher degree produces an increased ability to work in groups, work under pressure, and the ability to complete projects on time and within certain criteria.” (Levin, 2009) Levin relates these attributes to graduate students in accredited Masters of Business Administration programs. My personal goals involve attaining a position within my career that reflects my abilities, intellect, and potential. My family, career status, and self actualization are all influences that have made my decision to earn a Masters in Business Administration. My family is the most important aspect of my life and earning a higher level of education will provide more opportunity for me to work in executive positions which will provide more income and time to experience life with my family. The career path that I hope to attain involves leading large groups of professionals all of whom already hold both degrees of Masters and Doctorates of Science in our field of healthcare. Earning a degree in the healthcare field provided me with training and experience necessary to work along side the majority of employees, while earning a masters degree in business will provide me with an opportunity to work in executive management within the healthcare field. I will have respect of experience as I have worked in the field as a health care provider...
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...partial fulfillment for the requirement of the Bachelor in Tourism and Hospitality Management program of Victoria University of Bangladesh, this report is prepared under the guidance and supervision of Mr. Arif Hasan and submitted to Department of Tourism and Hospitality Management for evaluation. Zahirul Islam Batch No: 24th Department of Tourism & Hospitality Management Victoria University of Bangladesh 58/11/A, Panthapath, Dhaka, Bangladesh. Date: 17/09/2015 Letter of Transmittal 17 September 2015 To Arif Hasan The supervisor Department of Tourism and Hospitality Management Victoria University of Bangladesh 58/11/A, Panthapath, Dhaka- 1205 Subject: Submission of the Internship Report Dear Sir, With due respect and humble submission to state that I am Zahirul Islam submitting my Internship Report on “Evaluation of Food and Beverage Service of the Westin Dhaka”. For your kind consideration as a part of requirement in completing my Bachelor in Tourism and Hospitality Management program. The report contains general information about the food and beverage service operation at The Westin Dhaka and my personal findings during my internship period. I would like to express my heartiest gratitude for your kind cooperation and guidance in making this report informative and time oriented. There may have some unintentional mistakes. I am requesting you to consider my mistakes. Sincerely Yours, ………………….. Zahirul Islam ID: 151124081 ...
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...Human Resource Generalist Work Term One Report Salah-shammo@hotmail.com Sean MacDonald September 21, 2015 Introduction: I successfully completed my first Co-op work term at Transportation Canada as a human resources generalist working out of the regional directors office. Transport Canada is the federal department responsible for most of the transportation policies, programs and goals of the Government of Canada. Transport work to provide Canadians with a safe, secure and efficient transportation system that protects the environment. I was responsible for developing a fundamental framework for the management team on the regional issues in respect to remote employee supervision, remote employee engagement and communications. This position has provided me with various amounts of real business world experiences ranging from project management skills, public speaking skills and written skills, as these are all very important skills to have in the business environment in order to become a manager one day. My summer position was an HR position I am currently attempting to complete a double major in Finance and accounting, the experiences I acquired through my summer position were more qualitative rather the nature of my degrees quantitative aspect. The Job: At Transport Canada, I was involved in one main project. My responsibility as the project lead was to analyze current Remote supervision, engagement and communications practices along side benchmarking current practices...
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...Restaurant Management Profession” December 12, 2006 By: John Doe STDY 80: Studying & Learning Prof: Kathleen E. High, M.Ed. Mt San Antonio College Hospitality & Restaurant Management Doe: i Thesis Statement: A person who wants to become a professional in the Hospitality and Restaurant Management field should consider gaining both experience and an educational degree in order to enjoy a successful career. Purpose: To help the author understand what it will take to become a professional in the HRM field. Audience: Professor Outline: I. Introduction: The HRM profession is multi-faceted a. An Educational Degree is advantageous; Experience is also key b. Responsible for operations of a functioning food establishment c. The field is diverse and covers all demographics and populations II. Body: The HRM profession is multi-faceted because of the nature of the hospitality and restaurant industry. a. Education - A degree from an accredited university or training from a certified program can be advantageous. i. AS in Hospitality & Restaurant Management ii. BS in Culinary Arts Management iii. Business & Marketing iv. Recreation Management b. Experience – with dedication and hard work, a person may be able to work his or her way from bottom up. i. Getting a foot in the door ii. Learning from observation and practice iii. It takes time c. Industry Overview i. Largest Employer ii. The numbers speak for themselves iii. Management Opportunity d. Profession and my assessments...
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