محمد حماد

-Managing daily activities of the operational sales support function.
-Responsible for TravRays Egypt's human resources development program.
-Oversee workflow of all business processing including preparation of reports, charts, and other statistics to support and direct the sales department.
-Assist with budget management to ensure expenses meet target goals.
Responsible the hiring process.
-Resolving more complex customer requests or complaints.
-Developing and implementing promotional events and interacts with suppliers to increase sales volume.

I was a member of the learning and development team and below were some of my main responsibilities:

•Develop contents and design training programs based on the requirements of different departments.
•Deliver training ensuring that staff is motivated and encouraged to exceed customer expectations
•Design and Implement training systems and processes (soft skills), to achieve customer defined metrics and devise methods to improve training design & delivery.
•Manage constant liaison with all departments to ensure that all the training requirements are being dealt with.
•Coach the staff at the place of work.
•Working with the customer service training manager to continually monitor, and assess training materials ensuring that all changes in policy, operational requirements and legislation are incorporated in the training to ensure compliance at all times.
•Ensure that all training is conducted to the highest levels ensuring security, safety and service standards are provided by all departments.
•Provide accurate and comprehensive reporting as required.
•Communicate with the relevant line managers to ensure maximum staff attendance for training at all times.
•Monitor and take action as required to ensure all staff while on duty perform their duties strictly in accordance with company policy, procedure and perform as they have been trained.
•Below are some of the training programs that i have designed and successfully delivered:

1.Basic customer service for frontline staff
2.Time Managment
3.Presentation skill
4.Basic selling techniques
5.Complaint handling for call center agents
6.Emotional intelligence at work
7.Teambuilding
8.Leadership and management
9.Special Assistance Team training
10.Coaching
11.Presentation Skills
12.Level II (Aligned with the requirements of Level 2 NVQ certificate in customer service -City&Guilds

Working as a customer service representative at Airarabia Egypt call center, was a great experience and below are the main tasks i was responsible for :

- Airline ticketing
- Following up with on hold bookings
- Answering general customers and stakeholders' inquiries
- Informing passenger and travel agencies about flight disruptions and find the best alternative for them
- Provide the call center manager with the monthly revenue reports
- Monthly and daily revenue monitoring for the call center bookings
- Participating actively in sales blitz and brand orientation campaigns
- Managing the appointed sales agents accounts and training their staff
- Responsible for handling customer complaints and feedback submitted on the company's official websites and coordinating with various departments to ensure service recovery.

Sutherland Global services is the perfect environment for understanding the BPO industry and it is a great learning opportunity. The initial training d was an extreme makeover for me. I was one of the team members who had a great influence on the decision of the regional managers of AT&T to become the first client for Sutherland Global Services Egypt, and we successfully made it. Below you can see some of the main tasks that i was required to do.

-Handling customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
-Offering alternative solutions where appropriate with the objective of retaining customer's business.
-Handling business transactions in connection with activation of new customer accounts on a computer terminal.
-Communicating with customers using web-based tools and demonstrating the associated proficiency in typing and grammar.
-Making financial decisions to protect/collect revenues and adjusts customer accounts.
-As a team member i was required to achieve a sale quota.
-Continuously maintaining a broad working knowledge of AT&T practices and operations
-demonstrating continued and consistent proficiency in most of the skill sets utilized within the Host Call Center.
-Assisting management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements.
-Assisting in training new employees and performing other duties as assigned by management.