Call Center Manager
Duravit
Total years of experience :16 years, 3 Months
12/2010 - Present Duravit Heliopolis
Call Center Manager
♦ Managing a team of 15 call center representatives directly and directing their activities for the achievement of call center targets and goals.
♦ Managing the overall performance analysis of existing lists and programs.
♦ Developing and supervising a team of representatives and preparing their performance reports.
♦ Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
♦ Measuring and demonstrating the group productivity as well as the individual's reports related to customer outcomes.
♦ Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
♦ Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team
♦ Scheduling and monitoring call center breaks and daily team rotations
♦ Direct and main contact between IT departments and Customer Care department
♦ Managing the link between customers and on road 35 technicians all over Cairo
♦ Managing the usage of the Customers Data Base and all branches all over Egypt
11/2008 - 12/2010 Vodafone international account (Australia) 6 October
Technical Support Advisor /Acting Supervisor / Real Time Manager
♦ Handling Mobile Networks technical issues
♦ Part of the VAS/TECH/PPC technical team
♦ Managing the floor and the call Flow
♦ Changing skills for agents to maintain SL
♦ Handling real time reports (SL reports, Revenue reports, .. etc)
♦ Maintain the SL for different Queues
♦ Handling all kinds of escalations between VF EG and VF AU
♦ 1st line direct contact between EG Call Center and AU
1/2008 - 10/2008 Berlitz Training / Language Center Nasr City
English Instructor
♦ Accomplished 960 Units of English teaching (levels from TB -4)
10/2006 - 12/2007 Leaders Language Schools Alex Road, Giza
Computer Teacher Supervisor /IT Assistant for Syllabus distribution
♦ Teaching Computer to Grades 7 to 12 (High and middle School)
♦ Chose and develop Curriculum / Syllabus for all grades (1 to 12)
♦ Responsible for 3 computer labs
♦ Help in maintenance and Internal support for the school
♦ Help in administration of the servers and the intranet of the school
♦ Supervise computer teaching in all the school ( American and national)
♦ Supervise 3 computer teachers in all the school ( American and national)
01/2006 - 08/2006 Zaky Hashem & Partners Law Firm Down Town, Cairo
Systems Administrator
♦ Managed the support of 60 users running Windows 2K, XP & 98 and 3 servers running Windows 2K Server, and Exchange.
♦ Administer and troubleshoot Black berry Handhelds and Server.
♦ Managing the Administration of the internal network on 3 separate floors
♦ Responsible of all The Technology Hardware in the office such as HP, DELL, Toshiba, Canon, Xerox.
01/2002 - 12/2005 Rashideen Egypt for Trade Katameya, Cairo
IT Technical Support
♦ Managed the support of 300 users running Windows 2K, XP operating system.
♦ Managed the support and maintenance of a Server Platform which included: Compaq / HP Servers, MS Windows 2000 Server, MS Windows 2003 Server, Exchange 2000 and SQL 2000.
♦ Managed the support and administration of all technical needs (including WAN/LAN) of all 12 Branches over the country.
♦ Responsible for the support and maintenance of 150 IPAQ used by Sales Reps.
7/1998 - 12/2001 InTouch / LinkDotNet Dokki, Giza.
Call Center Senior / Team Leader Representative
♦ Mange / Supervise 13 junior call center representatives.
♦ Train all new call center representatives on: internal ticketing system, how to handle user calls, Technical Support and all other basic call center workflow.
♦ Handle all dialup user problems (modems, connections, mail, settings, solutions, .etc)
♦ Manage all technical support for Customer PCs (Indoors, outdoors and phone)
♦ Make site visits for some customers with urgent and difficult problems.
♦ Member of the second line of support in the call center escalation team.
2/1996-6/1998 PcAnywhere Egypt Mohandessen, Giza
Computer Programmer / Hardware Support
♦ Analyze, design and develop software applications
♦ Test and maintain designed applications and databases
♦ Test, maintains and fix all hardware Problems.
♦ Sell and buy all hardware.
♦ Manage the Internal IT support for the company.
♦ Instruct Basic Computer Trainings/Courses.
♦ Manage the Contact Center for the company
♦ Handel all the Incoming Customers (phone / indoor)
➢ Bachelor of Computer Science, 2004 Cairo Computer Academy, Cairo, Egypt Coursework included: Computer Networks, Programming, and Computer Graphics, image processing, Assembly Language, Operating Systems, Artificial Intelligence, Object Oriented Programming, Data Base Systems, system analysis, Computer Architecture and Expert systems. Graduation Project: Neural Networks, Design and Implement Neural Network to Predict Stock Market Changes (Grade A)