Free Lance call center consultant Adam Hospital
Adam international hospital
Total years of experience :21 years, 0 Months
• After a successful training for call center and reception staff on Soft skills, call center and telesales skills which raised the ROI by 15% I got an offer to work as a free lancer consultant for the call center function with the following job duties :
• Revising all processes of call center & quality assurance, supervision and KPIS Set up for the call center staff in terms of agents & the supervisor
• Conducting the needed focus group with all stake holders in terms of (Quality and Audit assurance, Marketing team, Reception, IT and the Medical management team
• Re-setup the call center service manual after aligning with all stakeholders
• Revising and creating the needed KPIS & reports dashboard to hand reporave an objective measurements for all call center activities
• Changing the design of call center real time and reporting performance module with the team of IT and vendor
• Creating a new quality score sheet, train the team on it and prepare calibration session with all main stakeholder to unify the evaluation methodology
• Changing the KPIS score sheet to be a unified objective KPIS that can track the agent performance on monthly basis and facilitate the performance appraisal Cycle
• Creating the new reporting dashboard by adding some reports to track the function performance on daily, weekly, monthly, quarterly and yearly basis to allow having a clear data analysis to be reported to the top management assisting them in their decision making cycle
• Participating in the hiring process for all new comers and the supervisor that will manage the call center operations on daily basis
• Manages the daily operations of second line GSM teams and plans work duties to ensure SLA & SLO requirements are met.
• Adjusts staffing and work assignments as necessary to meet business needs.
• Working with different 1st lines call center teams to facilitate their troubleshooting for all mobile internet & Mobilebroadband data complaints and update them by the latest technologies in terms of devices, network and customers’ connectivity trobleshooting steps
• Working with the IT teams to enhance their MTTR (Mean time to resolve) & FCR (First call resolution) by tackling any new system gaps, outages and alram them by it ASAP Which lead to minimizing our work load by almost 20% since joining the function
• Reviwing all P&S documents and IAS since provided from busines and product owners till the impact analysis phase got locked and monitoring the post lauch activities and share our comments and concerns on each phase to ensure smooth launching
• Working with our custome care communication and process team to enhance our MI & MBB customers journey and increase the 1st lines FCR by conducting focus groups, regular meetings to share our recommendation before sharing it with the call center teams
• Provides regular, consistent communication with team and individual team members to establish expectations, provide feedback and coaching and to share information.
• Monitors the time and attendance and adherence of policies for team members. Provides performance and development coaching and feedback for team members. Hires new team members.
• Coordinates/conducts training for new team members.
• Participates in projects with internal and external teams to improve and/or implement processes and procedures.
• Analyzes, investigates, and reports issues with operating procedures utilizing root cause analysis, corrective actions, and various production tools.
• Provides recommendations to reduce and/or eliminate issues that impact overall production and/or service quality
Freelancer training expert with more than fifteen years of experience in customer care operations, Support, Back offices and consultancy in various fields (Telecom, banking, call centers, tele-sales, outsourcing management, training in various business sectors and operations’ management)
• Conducting TNA, preparing materials, delivering training and reporting training evaluation to the project managers in the companies I worked for
• Preparing workshops, role plays, activities, visual aids and other facilities needed for the training calss rooms
• Promoting company other training programs and refering new customers
Rashpetco | Egypt Oil & Gas 3 Training programmes
1- Effective Communications Skills Gulf Technical & Safety Training Center (Arabic & English language) 6-10 May 2018
2- Effective Superviory Skills GloRoch training center Premisis for
Forign purchase dept. 2-4 Apr 2018 & 12-15 Feb 2019
3- Communication &management skills (CMs)GloRoch training center Rashpetco site - Idco
Forign purchase dept. 11-14 Apr 2018
Call center and customer service Adam Fertility Hospital Jun 2017
Call Center Supervisory Skills Wasla Vodafone and other projects Leaders YAT learning centers 10 Days workshop Apr 2016
MCIT scholarship
Middle Management track
Call Center Supervisory Skills UNIDO and TAG training Qena
• Creating the new unified score sheet for both call center and retail staff in end of 2017 inline with the latest best practise studis through out the telecom market
• Creating a separate score sheet for the diamond, Account management and directory operations to meet their special requirements
• Revise the whole processes related to customer care quality monitoring and audit functions in terms of (sampling, notifications, and coaching and action plans) and entering new metrics to audit the whole non voice transactions (Emails-service requets handling, Data entry and digital and social media channels
• Revisit the current reporting and create a new dashboard for customer case that has been used starting 2018 to facilitate comparing the Quality of customer care versus retail to complete auditing our full customer journey
• schedeuling, designing and delivering the presentation of the new year plan to all customer care heads, managers, supervisors to get their approvals and commitment to the new QA model and scoring sheet
• Planning, schedeling and delivering the new score sheet and calibration all customer care supervisors and agents in Etisalat Premisis and in the premisis of our two vendors (Etisal & RCC) starting from creating the calibration data base, extracting the calls, sending the outlook invitations and organizing the whole facilities(Rooms, projectors, sound systems…etc) till reporting the attendance and the calibrtion reports to the upper management
• Conducting a monthly-quarterly and yearly performance review with the are managers
• Managing a team of 14 Qa analyst in terms of scheduling, planning targets and report their weekly progress, perform random audit on their monitoring sheets and managing their KPIS, performance appraisals
• Managing Two QA teams in our vendors up to 40 QA analysts with 4 supervisors and two QA managers
• Attending, planning and designing Quality sessions that is being done to the new comers in the orientation and giving the quality analyst train the trainer course to deliver its content
• Report the quality of training figures for all the new comers after theirfirst month to the QA and training managers to highlight any gaps to be cover in the training curriculum
• Handling day to day operation figures and targets depending on the departmental goals (High Value-Technical support-Corporate).
• Ensure that targets are met on daily, weekly and monthly basis (EX.: productivity, Quality, adherence and conformance figures…etc.
• Reporting (Agents, Advisors, senior advisors and team leaders) KPIS and PA to the area manager and particpating in designing the weights and KPIS for the whole area.
• Conducting a monthly-quarterly and yearly performance review with the are managers .
• highlighting success stories, action plans and lessons learned.
• Handling team supervision day to day tasks through all needed supervision tools (coaching, training, motivating, action plans and problem solving techniques).
• Report any raised technical compalints raised by customres or teams to the concerned teams (IT, System coordination, PMO) to save the customer satisfaction and first call resolutions
• Handling and maintaining SLA, NR and distributing tasks on the other supervisors available while managing the floor assigned task.
• Handling Customer’s technical complaints regarding all data and voice plans.
• Thinking and representing new ideas and innovations to enhance daily operation, Etisalat Products, Processes to raise customer experience and reducing numbers of calls and /or AHT.
• Participating in the prelaunch UAT and PDs of new products and services with the business development, process and marketing team and esclating any post launch cases to the concerned teams.
-Handling day to day operation issues for a team consists of 12 agent
(productivity, Quality, adherence and conformance figures…etc)
-Handling team supervison day to day tasks through all needed tools
(coaching, training, motivating, action plans and problem solving techniques) to meet the targets agreed between perfirmance management department and area managers.
-Handling and maintaining SLA, NR and distributing tasks on the other supervisors avaialble while managing the floor assigned task twice per week .
-Handling Customer’s technical complaints regarding all Etisalat data and voice products (BB-ADSL-USB-3G) Till problem solved and report any expected unplanned outages to the support teams to ensure achieving customer satisfaction
- Communicating with all 2nd and 3rd line teams to follow up Customers complaints till it got solved
Coordinate with the supporting functions (WFM, HR Quality) to help them to create the needed plans to facilitate the daily operations and maintain any gaps.
-Handling day to day operation issues for a team consists of 12 agent
(productivity, Quality, adherence and conformance figures…etc)
-Handling team supervison day to day tasks through all needed tools
(coaching, training, motivating, action plans and problem solving techniques) to meet the targets agreed between perfirmance management department and area managers.
-Handling and maintaining SLA, NR and distributing tasks on the other supervisors avaialble while managing the floor assigned task twice per week .
-Handling Customer’s technical complaints regarding all Etisalat data and voice products (BB-ADSL-USB-3G) Till problem solved and report any expected unplanned outages to the support teams to ensure achieving customer satisfaction
- Communicating with all 2nd and 3rd line teams to follow up Customers complaints till it got solved
Coordinate with the supporting functions (WFM, HR Quality) to help them to create the needed plans to facilitate the daily operations and maintain any gaps.
-Managing day to day operation for a 17 team member (Monitoring-Coaching-Meetings and briefings-Managing Tardiness, adherence and absenteeism)
-Managing Floor Supervisor Tasks day every week ( Preparing time management sheets for team leaders and following up on it,
- Managing Tardiness and Absentiesm and out of adgerence cases with TLS and WFM team and reporting on Shift basis the operation figures (SLA-AHT-Routing-Outages-Exceptions to management)
-Monitoring Floor SLA and AHT using CMS applications
-Assuring Team QA through monitoring (Remotely and SBS calls)
-Assisting Floor in MBWA task 2 hours daily basis by handling hard inquiries and calls and cascading any updates taken place on the spot to the agents (outages-New info)
(ABC Bank)
-Handling day to day operation issues for an in house team consists of 10 agents in terms of (productivity, Quality, adherence and conformance figures…etc).
-Handling team supervison day to day tasks through all needed tools
(coaching, training, motivating, action plans and problem solving techniques) to meet the targets agreed between RCC management and ABC bank client
-Monitoring agents performance and reporting operation matters to ABC client and fpr RCC management on daily and monthly basis.
-Managing Schedules and agents’ shifts due to operational needs
-Co operate with the whole bank departments (Crad center-treasury-loans-Risk-Branches, , , ETC) to facilitate the bank day to day operations.
-Reporting all tasks assigned from ABC client for the call center on daily, weekly and monthly basis tasks were including
(Agents performance report- Operations reports and SLA- Visa and Master Risk report-Cards activation, cancellation, deleviery - Collectioon and Retention.
-Working on all Bank systems to manage the daily operations and reporting all operation issue to client (Cisco- AFS-CMS-Misr Banks- NCR)
AUB Bank
-Handling day to day operation issues for a team consists of 10 agent
(productivity, Quality, adherence and conformance figures…etc)
-Handling team supervison day to day tasks through all needed tools
(coaching, training, motivating, action plans and problem solving techniques) to meet the targets agreed between perfirmance management department and area managers.
-Being the focal point in all operation issues related to the client
-Monitoring agents performance and quality and take appropriate actions(Coaching-Training-Motivation-Delegation) to maintain any problem appears in it with using standards of COPC certificate
-Reporting operational matters and evaluating agents on weekly and monthly basis and reporting this to Raya contact center Management and COPC Audit internal Committee.
(ABC Bank)
-Answering all inbound calls related to credit cards, deposits, saving and current accounts, certificates, transfers, cashloans and autoloans for ABC clients using AFS, NETSYMBOL and records all calls on the daily record call center tracker.
-Monitoring all ABC ATMS 24hours 7 days a week and informing about any lack in their feeding processes or any network or other devic problems using Sparrow and Euronet system
-Monitoring and verifying all client's transactions outside Egypt on Two hours daily basis depending on AFS Fraud and Visa international mails
-Making a cross selling for all bank's products
-Making Surveys about other banks projects and rates and trying to convince the ex-clients to reissuing the cards by knowing the cause of cancellaton and try to handle their problems
Bank of Alex (B.O.A)
-Answering all inbound calls related to credit cards, deposits, saving and current accounts, certificates, transfers, cashloans and autoloans for B.O.A'S clients by the aid of ABC card center and branches as a first line support and record all calls on SEIBLE system
-Making outbound calls for launching the service of Visa Alichtron and making a cross selling on the Bank's credit cards
Supporting in many other projects like (Miraco, BMW, Henkel, CocaCola, GTA)
–License o f Education and literature, Faculty of Education, Ain Shams University – May 2003)