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Mohamed Yassin, Call Center Team Leader ( Service Section )

Mohamed Yassin

Call Center Team Leader ( Service Section )·Al-Sayer Group

Oman

Bachelor's degree, Accounting Major

Work experience

Total years of experience: 11 years, 2 months

Call Center Team Leader ( Service Section )

April 2011 - October 2015

Al-Sayer Group

Al Kuwait, Kuwait

April 2011 - 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.
Company industry:
Automotive Dealership & Distributor
Job role:
Customer Service and Call Center

Call center agent & Sales Rep.

November 2008 - April 2011

Al-Sayer Group Company

Al Kuwait, Kuwait

November 2008 - 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.
Company industry:
Automotive Dealership & Distributor
Job role:
Customer Service and Call Center

Customer Service Rep.

March 2006 - July 2008

Xceed Contact Center Co.

Cairo, Egypt

March 2006 - 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).
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Service Rep.& Sales Executive.

January 2005 - February 2006

Raya contact center Co.

Cairo, Egypt

January 2005 - 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.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

sales Rep.

June 2004 - January 2005

Ehab Automotive

Cairo, Egypt

June 2004 - January 2005

•Working in trading and sales field :
-Agency of spare parts or cars.
-Agency of ( Used & New ) cars.
Company industry:
Automotive Dealership & Distributor
Job role:
Sales

Education

Faculty of Commerce CAIRO University

September 2003

September 2003

Bachelor's degree, Accounting Major

Egypt

GPA (percentage): 70%

GPA (percentage): 70%

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

Skills

Spare Parts

Expert

Accounting

Expert

Automotive

Expert

Trading

Expert

ISO

Expert

Customer service course in Raya Academy

Expert

Microsoft Office software & the Internet- Expert.

Expert

Potential team leader course in Xceed contact center ( In Call Centers field ).

Expert

Advanced MS Excel ( Al-Sayer Training Center) - V.Good Rating.

Intermediate

Supervisory Skills ( Al-Sayer Training Center) - Excellent Rating.

Expert

Customer service skills

Expert

Spare Parts

Expert

Accounting

Expert

Automotive

Expert

Trading

Expert

ISO

Expert

Languages

Arabic

Expert

English

Intermediate

Training and Certifications

Certifications
Employee of the month ( Highest revenue agent for Periodic Maintenance reminder activity).
May 2009 - Jun 2009
Employee of the month ( Top Seller - Prepaid service packages )
Oct 2009 - Nov 2009
Employee of the month ( Top Seller - Prepaid service packages )
Sep 2009 - Oct 2009
Employee of the month ( Top Performance Agent ).
Feb 2010 - Mar 2010
Employee of the month ( Top Seller - Prepaid service packages ).
Apr 2010 - May 2010
Employee of the month ( Top Seller - Prepaid service packages )
Aug 2009 - Sep 2009
Employee of the month ( Highest revenue agent for Periodic Maintenance reminder activity).
Apr 2009 - May 2009
Employee of the month ( Top Seller - Prepaid service packages ).
May 2010 - Jun 2010
Employee of the month ( Top Seller - Prepaid service packages ).
Jul 2010 - Aug 2010
Employee of the month ( Top Seller - Prepaid service packages ).
Jun 2010 - Jul 2010