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Michael kamel, Group leader

Michael kamel

Group leader ·NCR

Egypt

Bachelor's degree, information system

Work experience

Total years of experience: 15 years, 0 months

Group leader

October 2020 - Present

NCR

Cairo, Egypt

October 2020 - Present

Im in charge of ENBD bank and responsible for bank tasks, daily operation, monitoring all the ATMs in the network and new installations.
Company industry:
Banking
Job role:
Banking

Group Leader

September 2020 - Present

NCR - Giz

Cairo, Egypt

September 2020 - Present

• Monitor ATM networks for NCRs ATM monitoring customers.
• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches.
• Escalate customer problems both internally and externally, when required, according to defined escalation paths.
• Responsible for service requests from customers and ensuring timely and satisfactory resolution of problems.
Company industry:
Banking

TEST CENTER LEAD (PROMETRIC

December 2018 - September 2020

Amideast Doki

Cairo, Egypt

December 2018 - September 2020

• plan, organize and coordinate the daily activities of the Assessment/Testing Center.
• work with academic and student services entities to provide applicable assessment testing on and of-campus.
• Develops testing schedules and work schedules of testing staf.
• Ensures the accurate, timely, and ecient operations and activities of the Assessment/Testing Center.
• Coordinates the uploading of test scores between test scoring equipment and software.
• Assessment/Testing Center and the CollegeVs student information system.
Company industry:
Training & Education Center

Admission team leader

February 2017 - January 2020

Majid Al futtaim

Cairo, Egypt

February 2017 - January 2020

handling Guest inquires and producing entertainment packages for ski
Company industry:
Entertainment
Job role:
Beauty and Fashion

Retail team leader

October 2013 - February 2017

Vodafone

Cairo, Egypt

October 2013 - February 2017

Store team leader
Company industry:
Telecommunications
Job role:
Sales

STORE MANAGER

October 2013 - January 2017

Vodafone

Cairo, Egypt

October 2013 - January 2017

• Enhance sales figures by creating new ideas.
• Motivate staf members to up-sell and cross-sell &odafone products P services.
• Monitor the quality of sales P improve the closure rate.
• Efective customer complaints handling and decrease them month over month.
• Ensure the quality of delivering consumer and enterprise Customer Care activities.
• was handling the cash end-of-day processes and delivering. Herforming monthly staf observation.
Company industry:
Telecommunications

customer service team leader

December 2011 - October 2013

Etisal international

Cairo, Egypt

December 2011 - October 2013

handling GSM inquires and internet provider
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

MOBILE TEAM LEADER

December 2011 - September 2013

Etisal International

Cairo, Egypt

December 2011 - September 2013

• Iandle all incoming/outgoing calls of the call center.
• provide follow-up, occasional campaigns, and callbacks blended with normal inbound calls.
• -nvestigate and resolve customer complaints and queries G particularly the escalated ones.
• Train and coach new comers, and provide the required training sessions for existing employees frequently.
• Monitor /calls/tickets either live or saved and provide feedback.
• Monitor adherence and conformance to shifts and schedules.
Company industry:
Call Centers & Customer Care Outsourcing

call center agent

June 2011 - December 2011

Etisal international

Abu Dhabi, United Arab Emirates

June 2011 - December 2011

call center agent out source of Etisalat
Customer service off shoring account (UAE)
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

CALL CENTER ADVISOR

June 2011 - December 2011

Etisal International

Cairo, Egypt

June 2011 - December 2011

Company industry:
Call Centers & Customer Care Outsourcing

Education

Qualitative Studies Academy, Cairo University

May 2024

May 2024

Bachelor's degree, information system

Egypt

GPA (rating): Good

GPA (rating): Good

Qualitative Studies Academy, Information Systems

January 2010

January 2010

Bachelor's degree, BSC. OF INFORMATION SYSTEM

Egypt

Skills

Customer Service
Expert
Customer Service
Expert
 Have ability to analyze situation and problems with decision maker
Expert
 Have ability to analyze situation and problems with decision maker
Expert
COMMUNICATIONS
Expert
COMMUNICATIONS
Expert
INFORMATION SYSTEMS
Expert
INFORMATION SYSTEMS
Expert
OPERATIONS
Expert
OPERATIONS
Expert
SALES
Expert
SALES
Expert
STUDENT SERVICES
Expert
STUDENT SERVICES
Expert
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
GUEST RELATIONS
Intermediate
GUEST RELATIONS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
TEAMWORK
Intermediate
TEAMWORK
Intermediate
 Flexible, willing to take on more responsibilities as needed, and devote time necessary to complet
Expert
 Flexible, willing to take on more responsibilities as needed, and devote time necessary to complet
Expert
 Possess a strong sales background with the ability to drive results for your team.
Expert
 Possess a strong sales background with the ability to drive results for your team.
Expert
 Organizational, communication and presentation skills
Expert
 Organizational, communication and presentation skills
Expert
computer
Expert
computer
Expert
Customer Service
Expert
Customer Service
Expert

Languages

English

Intermediate

Training and Certifications

Certifications
- Fraud Risk Awareness
Sep 2017

Hobbies and interests

Individual Sports (Table Tennis)