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Ahmed Magdy, Call Center Team Leader

Ahmed Magdy

Call Center Team Leader·Vodafone Egypt

Egypt

Bachelor's degree, Faculty of Commerce ,Accounting dep

Work experience

Total years of experience: 22 years, 8 months

Call Center Team Leader

August 2014 - Present

Vodafone Egypt

Cairo, Egypt

August 2014 - Present

 Managing a team of 15 to 20 agents reporting directly to me
 Coordinating with the supervisor, during the monthly campaigns, the operational results, obstacles and customer complaints, and vendor updates
 Analysing the results of various VDA (Vodafone Directory Assistance) activities and conduct post-campaign reviews by analysing the findings, lessons learnt and profits realized
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Account Trainer

August 2013 - August 2014

Vodafone Egypt

Cairo, Egypt

August 2013 - August 2014

 Transfer Knowledge, learning Vodafone way and code of conducts
 Experience driving trainee performance through motivation and monitoring during and after training
 Updating and maintenance of effective VDA training materials for new hires into the member Services .
 Identification, documentation, and sharing of best practices in VDA Account and sharing amongst colleagues is highly encouraged
Company industry:
Telecommunications
Job role:
Training and Development

Quality Analyst

July 2012 - July 2013

Vodafone Egypt

Cairo, Egypt

July 2012 - July 2013

 Document detailed and trend based feedback to be delivered to the International Account Supervisor and reviewed by the relevant CCM “feedback pack”.
 Deliver on-target feedback to the International Account Supervisor and coach to initiate development, commitment & action to improve. Development plans to be updated (documentation).
 Assist with the development and maintenance of the call coaching resource library.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Commercial communication Team

June 2011 - May 2012

Vodafone Egypt

Cairo, Egypt

June 2011 - May 2012

• Generate the route Options form and to the main destination
• Show the shortcut between 2 points according to the traffic capacity
• Testing the results and giving other alternative Options.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Customer service Advisor at Vodafone Egypt

December 2010 - June 2011

Vodafone Egypt

Cairo, Egypt

December 2010 - June 2011

• Handle Incoming calls in the Queue
• Handle Complaint Task after investigating in the case
• Escalate problems & provides relevant feedback to the right channels.
• Generate the Score sheet, act as Floor in night shifts
• Handle outbound calls for follow up, occasional campaigns and call backs
• Ensure service level agreements are met and maintained
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Senior Network administrator

February 2008 - December 2010

Misr Contrato

Cairo, Egypt

February 2008 - December 2010

 Administrating and Managing windows sever 2003
 Managing and configuring ISA 2009.
 Installing software .
 Hardware maintenance .
Company industry:
Construction & Building
Job role:
Information Technology

Network Administration & Technical Support

August 2005 - February 2008

ACGIT

Cairo, Egypt

August 2005 - February 2008

 Visiting Our Customer's companies and resolving their problem in the network.
 Managing And configuring Microsoft Office Outlook 2003
 Hardware Maintenance.
 Administrating network in "ACNielsen Company" For fulltime, managing the server (windows 2003 server) and technical support.
 Administrating network in "A-Part Company " for Part-time Managing the server and technical support
Company industry:
Computer Hardware & High-Tech Manufacture
Job role:
Information Technology

Network Administration

August 2003 - June 2005

MIU

Cairo, Egypt

August 2003 - June 2005

 Teaching Assistant.
 Hardware Maintenance.
 Administrating network.
Company industry:
Primary, Prep, & Secondary School
Job role:
Information Technology

Education

Ain Shams University

August 2001

August 2001

Bachelor's degree, Faculty of Commerce ,Accounting dep

Egypt

View attachment

Abd El Aziz El Sayed School

August 1997

August 1997

High school or equivalent, Thanwia Amma

Egypt

GPA (percentage): 89%

GPA (percentage): 89%

View attachment

Skills

Windows 98, Windows 2000 professional & Windows XP. Windows 2000 server/ 2003 server and administrat
Expert
Windows 98, Windows 2000 professional & Windows XP. Windows 2000 server/ 2003 server and administrat
Expert
PCs maintenance. Designing, implementing & administering networks (windows 2000) .
Expert
PCs maintenance. Designing, implementing & administering networks (windows 2000) .
Expert

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Training
MCSE
microsoft
Dec 2002