Administration Workforce Management Sr. Supervisor
Orange
Total years of experience :20 years, 5 Months
* Administration Sr. Specialist at Mobinil. (Sep. 2009-till present)
o Scheduling recommended meetings/ trainings for the representatives and avoiding any negative impact on the daily objectives.
o Preparing a daily adherence report.
o Providing monthly adherence report for all representatives to enable their SPV to accurately assess their performance and punctuality.
o Preparing a daily sick, emergency & management attendance reports. Handling the WFM system to include all the changes (rules, exceptions, swaps, etc) and all kinds of modifications to enable the tool to operate accurately.
o Forecasting, providing much closer to the actual expectation of the calls entering to the call center in all retails.
o Scheduling, creating schedule to meet the expected volume of calls with the available resources.
o Intra-day management, handling the daily-required adjustments on the configuration manager to ensure achieving the planed occupancy rate.
o Handling crises, by recommending solutions (Seeking other depts. Support, overtime, etc.)
* Tutor for primary & secondary in English, Science & Math (2003 - 2006)
* Rotating support specialist to Mobinil Team leaders' Damaged Scratch Inbox complaints. (From Dec. 2008 till Sep. 2009)
o Providing best possible service to both external & internal customers to achieve highest level of customer satisfaction
o Communicating with other Customer Care sub-divisions to answer all relevant customer inquiries (e.g. Credit, Activation, O/Bound ..etc)
o Achieving the requested Staffed Time on a daily basis to minimize Lost Call Rate.
o Using available methods & tools to develop own skills & information (applications, intranet briefings, attending trainings .etc)
o Resolving customer complaints in time & treats them as business opportunities to ensure continuous improvement & development.
o Escalating problems & provides relevant feedback to the right channels
* Customer Service Representative at Mobinil for troubleshooting customer's technical problems to ensure their satisfaction (From Aug. 2007 till Dec. 2008)
⋄ Assigned to the job as a Retail E agent from (Induction 19 Aug. 07); promoted to Retail D ( 9 Sep. 07)
* Interpreter and translator Ministry of Information Channel Two (Aug.2007)
* Assistant editor for Egyptian News Sector (Aug. 2006)
* Bachelor of Arts: Department of English Language & Literature, Cairo University. (2007)
* Graduate of Saint Fatima High School (2003)
