Abdalla Fathi Abdelbaki
Complaint Management – GCC at noon
COPC Inc ©️HPMT Certified | Customer Excellence | Data Scientist | Digital Marketing | Projects | Business Strategy & Planning | E-commerce | Omni-Channel
As an E-commerce Operations professional, I possess over 9 years of demonstrated history of working within the E-Commerce, Digital Marketing & Customer Service industry. I have a commercial and analytical mindset with a focus on excellence in customer experience. I maintain optimum customer satisfaction rates, increase productivity and enhance operations with a hands-on style according to COPC Standards.

During my professional stint, I have gained extensive experience in leading and empowering employees with the required knowledge; imparted training to achieve monthly objectives and the company's main KPIs. I am offering business acumen with a forward-thinking and big-picture vision; outperforms in engaging with multiple clients/business leaders; seamlessly blends with pace, culture, and processes.

All through my career demonstrated strong leadership skills and mentored my team in driving efficiency, customer satisfaction, and business value. With my critical thinking and creative problem-solving abilities, resolved critical issues amicably. I believe that my domain strengths, an eye for detail, and an ability to review bottlenecks would steer the process and operational excellence.
noon
https://ae.linkedin.com/company/nooncom
- 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
https://media-exp1.licdn.com/dms/image/C510BAQHuVrAgR-7UBA/company-logo_100_100/0/1557904072910?e=1655942400&v=beta&t=9ingfipJrUCfPueaWzHpVNsslYCcn_6jhD3N25yWIPo
Complaint Management – GCC
noon
https://ae.linkedin.com/company/nooncom
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
Customer Experience/Operations Lead
Sun & Sand Sports
https://ae.linkedin.com/company/sun-and-sand-sports-llc
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
Online Customer Support/Social Media Officer
Etisalat
https://ae.linkedin.com/company/etisalatuae
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
https://media-exp1.licdn.com/dms/image/C560BAQE2nV27GjeuOQ/company-logo_100_100/0/1594724200472?e=1655942400&v=beta&t=egsezgZD9hNuKhGAoqSr3wHxwx4O4E9SDJFR2bUXZ30
Process Excellence Lead
Etisalat
https://ae.linkedin.com/company/etisalatuae
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
Customer Service Team Leader
Etisalat
https://ae.linkedin.com/company/etisalatuae
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
Customer Service Executive
Postgraduate Degree
Data Science and Business Analytics
https://media-exp1.licdn.com/dms/image/C560BAQEREeDg1PACXA/company-logo_100_100/0/1617385772288?e=1655942400&v=beta&t=6Fy7FwzOotZIGTB0J49PEIwHcwt6NiV91XmViYsPJ5Y
The University of Texas at Austin
https://ae.linkedin.com/school/theuniversityoftexasataustin-/
Bachelor of Engineering
Electronics and Communications Engineering
https://media-exp1.licdn.com/dms/image/C4D0BAQG6KgRXESD-8Q/company-logo_100_100/0/1606306825621?e=1655942400&v=beta&t=x_7tOLBGsbGMY1g6DTF1CUZ-SFaqOXz04ZXKdxEkQ10
Arab Academy for Science, Technology and Maritime Transport
https://ae.linkedin.com/school/arab-academy-for-science-and-technology-and-maritime-transport/
Noon.com
Highest Ranked Team Leader Award
Noon.com
Best Team Leader Award for Yellow Friday Season
Sun & Sand Sports
Outstanding Performance Award
Etisalat
Employee of the year
Etisalat
Operation Management Award at Etisalat
Etisalat
Golden Recognition Award
Business Process & Reengineering
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London International Studies and Research Center ™
certifications.lisrc.org
Advance Digital Marketing Expert
https://certifications.lisrc.org/verification/AbdallaFathiMahmoudAbdelbaki/439
Knowledge & Human Development Authority
628185
Digital Marketing CPD Certified
COPC Inc.
certificates.copc.com
21699869
COPC Inc. HPMT Certified Professional Manager with Honors
https://certificates.copc.com/81dec9fb-ca98-48a8-ba2d-aa91a1f8e759
EXIN
5383988.80408957
ITIL Foundation V3 Certificate in IT Service Management
Google
skillshop.exceedlms.com
87848279
Google Ads - Measurement Certification
https://skillshop.exceedlms.com/student/award/Sd8tPnn3Zg4sFtNbrMsjSDUv
Google
skillshop.exceedlms.com
87846838
Google Ads Display Certification
https://skillshop.exceedlms.com/student/award/7oEaiRJQzaUg6NoqWsb4VJoc
Google
skillshop.exceedlms.com
87846614
Shopping Ads Certification
https://skillshop.exceedlms.com/student/award/ZbsnKBkKTBaYb42Gi25Gpddb
Google
skillshop.exceedlms.com
75952184
Google Ads Search Certification
https://skillshop.exceedlms.com/student/award/qsHDZMFSoJlnlQHn7W6JNaF2
https://ae.linkedin.com/in/vikas-jain-namshi-operations
الإمارات العربية المتحدة
Vikas Jain
VP - Logistics Operations at Noon.com
https://ae.linkedin.com/in/mohammed-hassan-85219165
الإمارات العربية المتحدة
Mohammed Hassan
Customer Service Team Lead at MedNet
https://ae.linkedin.com/in/ibrahim-ahmed-49776ab0
الإمارات العربية المتحدة
Ibrahim Ahmed
SR. Complaint Management Representative (Business Care)  at Etisalat
https://ae.linkedin.com/in/mohammad-kishk-652a7027
الإمارات العربية المتحدة
Mohammad Kishk
Business Development | Sales Guru | Tech Savvy Number Cruncher
https://ae.linkedin.com/in/renataheld
دبي, الإمارات العربية المتحدة
Renata Held
Data Scientist
https://ae.linkedin.com/in/mgurashi
دبي, الإمارات العربية المتحدة
Mohamed Nader
Business Applications Manager at Azizi Developments
https://ae.linkedin.com/in/ali-salman-5878b159
دبي, الإمارات العربية المتحدة
Ali Salman
Analyst Quality & Process Excellence at Etisalat
https://ae.linkedin.com/in/ahmed-orfy-7966a9b6
الإمارات العربية المتحدة
Ahmed Orfy
Category & Customer Marketing Manager - Gulf at Procter & Gamble
https://ae.linkedin.com/in/ayman-fadl-94506b64
عجمان, الإمارات العربية المتحدة
Ayman Fadl
Head of Operations & Support Services at Tafaseel BPO
https://eg.linkedin.com/in/yasmin-el-sheikh
القاهرة
Yasmin El Sheikh
Talent Acquisition Manager @ noon💛|Employer Branding Coach|Keynote Speaker|مصرية
https://ae.linkedin.com/in/rodrigo-y-11497b99
دبي, الإمارات العربية المتحدة
Rodrigo Y.
Team Leader at Tahseel - Hadaf AL Khaleej Debt Collection
https://ae.linkedin.com/in/sameh-shata-1604ba25
أبوظبي, الإمارات العربية المتحدة
Sameh Shata
Marketing | Strategy | Innovation | Technology | P&L Management | Revenue & Profit Growth | Strategic Partnerships | Business Development | Value Proposition | Transformation | Digital Services
https://ae.linkedin.com/in/mostafa-gad-4a2676b0
دبي, الإمارات العربية المتحدة
Mostafa Gad
Data analyst with a proven experience in the E-commerce field.
https://ae.linkedin.com/in/msdagher
دبي, الإمارات العربية المتحدة
Mirza Dagher
General Manager & Senior Consultant
https://ae.linkedin.com/in/ahmed-a-ali-939639118
الإمارات العربية المتحدة
Ahmed A. Ali
Marketing Executive - Digital & Marketing Solutions at Informa Markets
https://ae.linkedin.com/in/abdullah-khalil-1810484b
الإمارات العربية المتحدة
Abdullah Khalil
Contracts Officer  at MAG Lifestyle Development
https://ae.linkedin.com/in/sarah-sardon
الإمارات العربية المتحدة
Sarah Sardon Alkhateeb
Senior Account Executive at WITS | Web Innovations & Technology Services
https://ae.linkedin.com/in/mahmoud-zighari
الإمارات العربية المتحدة
Mahmoud Zighari
Associate CIPD | Digital Learning | MBTI | MBA
https://ae.linkedin.com/in/mohammad-zehi-b987a766
دبي, الإمارات العربية المتحدة
Mohammad Zehi
Risk Team - Senior Team Leader at noon
https://ae.linkedin.com/in/mohamed-ayoub-406621178
دبي, الإمارات العربية المتحدة
Mohamed Ayoub
PR | Team Management | E-Commerce | Dubai, UAE
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
تم إبداء الإعجاب من قبل Abdalla Fathi Abdelbaki
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Check out these highlights of Rizek’s COO,Murad Yunis, presenting the company's mobile application for delivering on-demand home health services in…
تم إبداء الإعجاب من قبل Abdalla Fathi Abdelbaki
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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…
تمت المشاركة من قبل Abdalla Fathi Abdelbaki
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Education is the great engine to personal development.2021 milestone acheived “Data Science & Business Analytics”
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
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Dubai Recruitment (DubaiRecruitment.net)
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Customer Service Champions
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Customer Service Professionals
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