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Mohamed Yassin, Call Center Team Leader ( Service Section )

Mohamed Yassin

Call Center Team Leader ( Service Section )

Al-Sayer Group

Location
Egypt - Cairo
Education
Bachelor's degree, Accounting Major
Experience
11 years, 2 Months

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Work Experience

Total years of experience :11 years, 2 Months

Call Center Team Leader ( Service Section ) at Al-Sayer Group
  • Kuwait - Al Kuwait
  • April 2011 to October 2015

Promoted to call center team leader

Duties:
- Lead the team to meet all required targets and insure all standards of customer satisfaction are done.
- Monitor the agents performance & attendance.
- Assign and monitor the tasks to the agents.
- Handle all the team leaves and work inquires.
- Prepare operation reports (Daily/ Weekly / monthly) and assign to the CR Managers.
- Handle the daily activities.
- Monitor & coach calls quality.
- Develop & improve agents performance.
- Build & maintain team sprite with the team members.
- Provide briefings & sessions to the team member.
- Provide operation training to the new hires.

Call center agent & Sales Rep. at Al-Sayer Group Company
  • Kuwait - Al Kuwait
  • November 2008 to April 2011

Call center outbound agent & Sales Rep. ( service section )
Duties :
- Remind customers about the service time.
- Sell the company products & services ( Prepaid service packages & Vehicles Insurance policies & New/Used cars ).
- Answer all customers inquires.

Customer Service Rep. at Xceed Contact Center Co.
  • Egypt - Cairo
  • March 2006 to July 2008

•Working in Telecom Egypt Project as sales Executive& Customer Service Rep. (In Xceed Contact Center) Certified (COPC & Iso).
•Working with Training Deprtment as per monitor for new comers (In Xceed Contact Center).

Customer Service Rep.& Sales Executive. at Raya contact center Co.
  • Egypt - Cairo
  • January 2005 to February 2006

•McDonald's project as a Puck up Senior.
•Miraco career project as Sales Executive & Customer Service Rep.
•Arab Bank project as Sales Executive & Customer Service Rep.

sales Rep. at Ehab Automotive
  • Egypt - Cairo
  • June 2004 to January 2005

•Working in trading and sales field :
-Agency of spare parts or cars.
-Agency of ( Used & New ) cars.

Education

Bachelor's degree, Accounting Major
  • at Faculty of Commerce CAIRO University
  • September 2003

•Bachelor of Commerce, Accounting Major, CAIRO University, 2003. -Overall Grade: Accepted -Final Y

Specialties & Skills

Spare Parts
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Accounting
+Endorse 0
Automotive
+Endorse 0
Trading
+Endorse 0
ISO
+Endorse 0
Customer service course in Raya Academy
+Endorse 0
Microsoft Office software & the Internet- Expert.
+Endorse 0
Potential team leader course in Xceed contact center ( In Call Centers field ).
+Endorse 0
Advanced MS Excel ( Al-Sayer Training Center) - V.Good Rating.
+Endorse 0
Supervisory Skills ( Al-Sayer Training Center) - Excellent Rating.
+Endorse 0
Customer service skills
+Endorse 0

Languages

Arabic
Expert
English
Intermediate

Training and Certifications

Employee of the month ( Highest revenue agent for Periodic Maintenance reminder activity). (Certificate)
Date Attended:
May 2009
Valid Until:
June 2009
Employee of the month ( Top Seller - Prepaid service packages ) (Certificate)
Date Attended:
October 2009
Valid Until:
November 2009
Employee of the month ( Top Seller - Prepaid service packages ) (Certificate)
Date Attended:
September 2009
Valid Until:
October 2009
Employee of the month ( Top Performance Agent ). (Certificate)
Date Attended:
February 2010
Valid Until:
March 2010
Employee of the month ( Top Seller - Prepaid service packages ). (Certificate)
Date Attended:
April 2010
Valid Until:
May 2010
Employee of the month ( Top Seller - Prepaid service packages ) (Certificate)
Date Attended:
August 2009
Valid Until:
September 2009
Employee of the month ( Highest revenue agent for Periodic Maintenance reminder activity). (Certificate)
Date Attended:
April 2009
Valid Until:
May 2009
Employee of the month ( Top Seller - Prepaid service packages ). (Certificate)
Date Attended:
May 2010
Valid Until:
June 2010
Employee of the month ( Top Seller - Prepaid service packages ). (Certificate)
Date Attended:
July 2010
Valid Until:
August 2010
Employee of the month ( Top Seller - Prepaid service packages ). (Certificate)
Date Attended:
June 2010
Valid Until:
July 2010