chat Team manger support for French, Canadian
Convergys Cairo
مجموع سنوات الخبرة :7 years, 9 أشهر
Convergys Cairo 2012, 2014:
• Working as a chat Team manger support for French, Canadian, Belgium and Swiss with English and French for Microsoft PA and Xbox
Responsibilities: • Monitor agents calls, review and evaluate their performance.
• Offering alternative solutions, where appropriate, with the objective of retaining customers.
• Improving my team level with quality plans to achieve customer satisfaction.
• Handling business transactions in connection with the activation of new customer accounts on a computer system.
• Communicating with customers and demonstrates the associated language proficiency.
• Respecting the company internal policies by saving the rights of customer confidential information.
• Obeying to the company goals by keeping the highest target of sales, calls per hour, quality of calls and especially the client satisfaction
• Meetings with agents multiple chat-coaching training sessions, provide feedback to support professionals on their daily performance and behavioral activities during handling live chats and on the floor
• Excellent knowledge in Microsoft Windows 98 / 2000/ME / XP
• A very good knowledge in Microsoft Office Package
• Excellent usage and surfing on the internet web page
Senior agent at Xceed - Smart Village (Cairo) 2009, 2012:
• Working as a Activation, level 2and technical support for a Canadian Account (Videotron) with both languages French & English language
• Answering activation calls and a help desk for Videotron shops
• Supporting agents to achieve customers satisfaction
• Supporting new hires to have knowledge and experience
• Handling customer inquiries, complaints and billing issues with the highest degree of courtesy and professionalism needed to resolve customer issues within one call.
Tour Leader at Travco group tourism (Hurghada) 2007, 2009:
• Representative for Nouvelles Frontieres, Jet Tour, Tui swuiss and Jet air.
• Hotel reservations.
• Booking flights tickets.
• Organizing and reserving trips (Sites' visits, Safari, diving and camping)
• Alexandria University Faculty of Arts French language & literature Graduated in June 2006 • Primary & high school
Saint-Marc College - Alexandria Graduated in June 2002 Languages Knowledge: Arabic: Fluent (Mother Language) French: Fluent English: Fluent