Ahmed Hammam

Career Adviser à American University of Kuwait

• Koweït - Hawali
• Je travaille ici depuis juillet 2017

Call Center Team Leader à Kharafi Global

• Koweït - Al Koweït
• septembre 2015 à mai 2017

 Be in charge of running and managing the call center daily ”we are handling 3 food and beverage brands Johnny Rockets, Nino, Leila Min Lebnen”
 Schedule and organize shift patterns for other team members .
 Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
 Monitor all calls to ensure that due procedures and quality standards are strictly applied.
 Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
 Conduct regular review of all call center agents performance and organize training sessions for under performers.
 Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
 Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
 Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Customer service officer à Arabian Cement Company

• Egypte - Le Caire
• juin 2015 à août 2015

Supervisor à Kidzania Cairo

• Egypte - Le Caire
• janvier 2013 à juin 2015

• Offer good service to visitors.
• Interact with the children who visit KidZania and implement the dynamics in compliance with documentation, guidelines and procedures determined by the commercial partners.
• Be up to date in dynamics, attending training due to changes or dynamics renovations.
• Attend to and provide solution to visitor complaints and simple problems and direct them to the Coordinator if needed.
• Keep control of visitor affluence through the system and manually, in case of system failure or absence.
• Elaborate daily the establishments elements checklist, completely and exactly.
• Elaborate establishments raw materials inventory.

Agent à ECCO Outsourcing

• Egypte - Le Caire
• juillet 2012 à novembre 2012

• Answer incoming calls and respond to customer’s emails.
• Management and resolve customer complaints.
•Identify and escalate issues to supervisors.
• provide product and service information to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Follow up customer calls where necessary.
• Up sell products and services.