Bayt.com
Hafiz Ibrahem Adam yalatef, Contact Center Manager

Hafiz Ibrahem Adam yalatef

Contact Center Manager

Advanced BusinessOrbit Road

Location
Sudan
Education
Bachelor's degree, computer sciences
Experience
5 years, 6 Months

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Work Experience

Total years of experience :5 years, 6 Months

Contact Center Manager at Advanced BusinessOrbit Road
  • Sudan - Khartoum
  • My current job since November 2018

• Manage and monitor all activities of a call center on a daily basis.
• Ensure customer inquiries are answered promptly.
• Assist and support call center staff in handling customer traffic.
• Mentor, guide and assist call center staff to achieve set goals and objectives.
• Schedule and monitor all call center activities.
• Handle training issues of call center personnel.
• Ensure compliance of established procedures and regulations.
• Manage, upgrade and update customer databases.
• Review results with management and identify training needs.
• Maintaining up-to- date knowledge of industry developments and involvement in networks.
• Ensuring all relevant communication and data are updated and recorded.
• Coaching, motivating and retaining staff.
• Organizing shift patterns and the number of staff required to meet demand.

Education

Bachelor's degree, computer sciences
  • at omdurman ahlia university
  • December 2016

computer sciences and programming

Diploma, Problem Solving and decision Making
  • at International Center of Quality
  • March 2016

managment

Diploma, computer
  • at APMG-International
  • February 2016

IT Infrastructure

Diploma, Leadership
  • at International Business Training Association
  • July 2015

Administration

Diploma, customer service
  • at International Business Training Association
  • March 2015

customer service

Diploma, strategic Planning
  • at International center of Quality
  • November 2013

Administration

Diploma, managerial skills Advanced
  • at Top Center for Training Consultancy and Quality Service
  • August 2012

Administration

Diploma, software
  • at microsoft
  • September 2003

exchange server administration and implementation

Specialties & Skills

Digital Marketing
+Endorse 2
Computers
+Endorse 2
Management
+Endorse 2
Customer Service
+Endorse 2
Sales
+Endorse 2
good and computer technologies in general
+Endorse 2
ITIL Foundation
+Endorse 2
customer services
+Endorse 2
With experience working within a customer service environment
+Endorse 2
Manage service requests, software installations, new computer setups, upgrades, etc.
+Endorse 2
Managing other duties that are assigned by the customer service team leader
+Endorse 2
Installation of Windows XP, 7, 8, 8.1 & 10.
+Endorse 2
Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked
+Endorse 2

Languages

Arabic
Expert
English
Expert

Memberships

bank of sudan
  • surveillance
  • August 2016

Training and Certifications

Mirosoft exchang server (Certificate)
Date Attended:
September 2000
advanced managerial skills (Training)
Training Institute:
top center for training &quality service
Date Attended:
July 2009
Duration:
18 hours
customer service (Training)
Training Institute:
international for quality
Date Attended:
April 2009
Duration:
18 hours
ITIL Foundation Examination (Certificate)
Date Attended:
February 2013
managerial skill (Training)
Training Institute:
international center for quality
Date Attended:
June 2012
Duration:
18 hours
administrationa and implementation (Certificate)
Date Attended:
September 2000
Strategic Planning Course (Training)
Training Institute:
international center for quality
Date Attended:
November 2013
Duration:
18 hours
customer service (Certificate)
Date Attended:
July 2012
problem solving & decision making (Training)
Training Institute:
international center for quality
Date Attended:
March 2013
Duration:
18 hours
leadership (Certificate)
Date Attended:
July 2012

Hobbies

  • reading
    reading music