Trade Line Support Advisor
etisalat Egypt
Total years of experience :17 years, 2 Months
o Trade Line Support (Advisor) in Etisalat Misr from 26/9/2010:
Handle all dealers’ inquiries, requests and complaints by receiving them and acting accordingly
Handle the service requests assigned by the floor to ensure the consistency of workflow
Receive all the prepaid global problems and Top Up complaints and find suitable solutions for them within the responsibility range.
Dealing with other kind of customers “internal customers” Such as the sales representatives & dealers' team.
Acting as a shift supervisor, responsible of the service level, the team tasks and performance, supporting its members, and reporting to Trade Support management.
Handle SIM swap service and complaints.
Authorized with Quality assurance task for my team and Monthly 1 to 1 performance motoring form.
Inventor and owner of Smart Dealers Database of TLS queue and it’s updates.
Support MNP, DMS and TLS Back office in crisis situations, such as mobinil Bulk port in customers.
o Training instructor in Etisalat Misr from June 2012:
Teaching TLS policy and process to new hire or transferred Etisalat employee.
o Operation team leader in Etisalat Misr for Etisal-int from 15/5/2010 till 25/9/2010.
Manage a team of call center agents.
Be available to affect the entirety of the team's operations.
Manage by walking around. Be visible to answer questions.
Take calls that agents can't handle and be available when an agent appears to need assistance.
Monitor queue and track inbound calls.
Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback.
Meet at least once each week with my team
Perform at least one monitoring evaluation with each agent every two weeks.
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Coaching with constructive feedback.
Develop the team (agent's skills and performance).
Provide guidance in relation to call center standards policies and procedures.
Ensure customer follow through is completed daily, report on service statistics, monitor and manage call volume and maintain monthly staffing schedules.
Resolving customer problem according to the company policies and procedures.
Planning our targets and mandating our team to comply our goals.
Floor supervisor Tasks: Assure maintaining the required SL% in coordination with Work Force Intraday via extension and mails.
o Prepaid Activation Queue support in Etisalat Misr for Etisal-int from 31/3/2010 till 14/5/2010.
Handle all prelaunch tasks for new hire agents, team leaders and supervisors.
Track IVR and application performance and add any updates if needed.
Make presentations for prepaid activation process, call sequence and script.
Other duties as assigned.
o Customer care representative in Etisalat Misr for Etisal-int from 26/7/2009 till 30/3/2010.
Handling all customer requests and complaints.
Troubleshooting all problems faced by customers.
Keep my performance adherent to key performance indicators which determined by the company.
Performing tasks to facilitate the work and increase efficiency.
Supporting Back Office and Complaint departments.
Participated in "NTRA" Data Entry Project.
Gained the certificate of “Best Agent Award” in May 2010.
o Sales representative in Kawnia Medicine store "For selling medicine and drugs” 2006, 2007 and 2008.
Selling medicine and drugs to hospitals and farmacies.
June 2010, AL-AZHAR University in Cairo. Faculty of language and translation, department of African languages, Swahili language. Certificate programs include translation, Islamic studies, literature, fundamentals of economic and legal studies, linguistics, and terminology cross culture communication Overall grade: Good 79.75%
June 2004, AL-AZHAR Institute in Ismailia. Study-abroad program include Math I & II, Physics, Chemistry, Biology, Arabic studies in details
