hala moustafa

Call center Agent at Microsoft Egypt

• Egypt
• March 2009 to August 2009

 Inbound

 Support and provide superior service via phones, e-mails and faxes as a receiver and caller
 Use questioning and listening skills that support effective telephone communication.
 Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
 Understand the impact of attitude in handling calls professionally
 Effectively deal with job stress, angry callers, and upset customers
 Use the most appropriate way to communicate with different behavior types on the telephone.
 Apply the elements of building positive rapport with different types of customers over the phone.
 Apply the proper telephone etiquette to satisfy various customer situations.
 Apply appropriate actions to effectively control a telephone call.
 Identify voice skills and how to enhance a good telephone presentation.
 Meets commitments to customers.


 Outbound

 Follow up with the customers who have complaints.
 Call all the customers who contacted us after our working hours.

 Admin Tasks

 Prepare and handle all the business reports, international and local reports.
 Prepare transportation allowances.
 Scheduling for interviews
 Arrange the team Attendance, vacations and maintain the remains balance.


 In addition to all the above,

 Acting as inbound team supervisor.
 Train the new comers on the inbound product Knowledge.
 Supervise & close monitoring the new comers & make sure they do all their tasks appropriately.
 Generate & handle the inbound operation report & sent it to the account manager.
 Generate & handle the performance report for all Microsoft team.
 Prepare team attendance sheet & update it on daily basis.