Total Years of Experience: 21 Years, 0 Months
May 2017
To Present
Customer Care Manager
at OPEX Egypt
Location :
Egypt - Cairo
• Monitor the team`s performance, setting smart KPIs and ensure monitoring of them.
• Analyzing statistics to ensure that OPEX is offering unmatched customer experience.
• Supporting team members by coaching them how to perform the tasks
• Handling major incidents that can`t resolved by agents.
• Act as focal point between OPEX and key accounts.
• Plan, prepare and devises work schedules according to workloads and new projects..
• Present updates on operational issues to CEO and take feasible enhancement initiatives.
• Take the final recruitment decision for the right candidates through interview.
• Analyzing statistics to ensure that OPEX is offering unmatched customer experience.
• Supporting team members by coaching them how to perform the tasks
• Handling major incidents that can`t resolved by agents.
• Act as focal point between OPEX and key accounts.
• Plan, prepare and devises work schedules according to workloads and new projects..
• Present updates on operational issues to CEO and take feasible enhancement initiatives.
• Take the final recruitment decision for the right candidates through interview.
November 2015
To February 2017
Back Office Sales Manager
at SHIRA for Trade and Agencies
Location :
Egypt - Cairo
• Responsible of Back office sales.
• Responsible of the whole process between Sales and other Departments.
• Responsible of Training program in the company.
• Interface between SHIRA and Softex Company Concerning Sales Control Program.
• Responsible of the whole process between Sales and other Departments.
• Responsible of Training program in the company.
• Interface between SHIRA and Softex Company Concerning Sales Control Program.
January 2014
To June 2015
Partner
at Private Business Partner in Real State Treading Company
Location :
Egypt - Cairo
Partner in Real State Treading Company
April 2010
To December 2013
Enterprise Work Force Management Expert:
at Egyptian Company For Mobile services (Mobinil™):
Location :
Egypt - Cairo
• Supervising on Enterprise WFM Team.
• Responsible of the whole process of recruitment for call center.
• Interviewing all candidates for Enterprise Call center.
• Preparing Enterprise Call center weekly schedule.
• Interface between Enterprise Call center and Human Resources.
• Preparing all reports requested from other departments concerning Enterprise Call center.
• Responsible of the whole process of recruitment for call center.
• Interviewing all candidates for Enterprise Call center.
• Preparing Enterprise Call center weekly schedule.
• Interface between Enterprise Call center and Human Resources.
• Preparing all reports requested from other departments concerning Enterprise Call center.
January 2008
To March 2010
Enterprise Complaint Handling Senior Specialist
at Egyptian Company For Mobile services (Mobinil)
Location :
Egypt - Cairo
• Supervising on the Back Office activities.
• Preparing the Quality Reports for Back Office.
• Responsible for calculating Service Levels Agreement for Back Office sub departments.
• Responsible for Enterprise Complaint Handling Team.
• Managing and organizing the daily work / tasks distribution.
• Preparing the Quality Reports for Back Office.
• Responsible for calculating Service Levels Agreement for Back Office sub departments.
• Responsible for Enterprise Complaint Handling Team.
• Managing and organizing the daily work / tasks distribution.
June 2006
To December 2007
Enterprise Complaint Handling Specialist
at Egyptian Company For Mobile services (Mobinil)
Location :
Egypt - Cairo
• Technology Interface for Enterprise market customer operations and call center with technology development, marketing, CEO and higher management.
• Consistently earn highest rating in customer service quality surveys
• Member of VAS complaint handling team & GPRS and Blackberry Complaint Handling Team.
• Handling all products and services complaints.
• Reporting, analyzing and summarizing periodic incidents and factors affecting the call center functions and activities
• Responsible of Mobinil technical booth in ICT 2007 & 2008
• Consistently earn highest rating in customer service quality surveys
• Member of VAS complaint handling team & GPRS and Blackberry Complaint Handling Team.
• Handling all products and services complaints.
• Reporting, analyzing and summarizing periodic incidents and factors affecting the call center functions and activities
• Responsible of Mobinil technical booth in ICT 2007 & 2008
September 2004
To May 2006
Corporate Customer Operations, Senior Call Center representative, Corporate Marke
at Egyptian Company For Mobile services (Mobinil)
Location :
Egypt - Cairo
• Handling Corporate customers' requests and complains concerning enterprises' accounts of Business Mobile lines
• Handling related credit issues (incase needed)
• Handling Business lines Users' requests and complaints.
• Shift managing; responsible for managing and controlling Staff and junior agents, and follow up the flow of inbound calls and queue status.
• Assisting in preparing the performance reports for the team in coordination with work force management team and Quality Team
• Handling related credit issues (incase needed)
• Handling Business lines Users' requests and complaints.
• Shift managing; responsible for managing and controlling Staff and junior agents, and follow up the flow of inbound calls and queue status.
• Assisting in preparing the performance reports for the team in coordination with work force management team and Quality Team
June 2003
To August 2004
Customer service representative for Telecom Egypt
at Xceed, Masreya Information System
Location :
Egypt - Cairo
• Handling customers' requests and complains concerning
• Working in different departments ( In/Outbound - Back office)
• Member of enhance team for correcting & updating the call center intranet
• Working in different departments ( In/Outbound - Back office)
• Member of enhance team for correcting & updating the call center intranet
September 2002
To May 2003
Call Center representative
at Egyptian Company For Mobile services (Mobinil)
Location :
Egypt - Cairo
• Handling outbound calls to customers in data cleansing and enrichment project.
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