mohamed mohamed salah elgendy

1) Telecom Egypt: Contract Coordinator,
Training Sector - Outsourcing training department: From March 2011 till present time.

1) Evaluate instructor performance and the effectiveness of training programs,
providing recommendations for improvement.
2) Develop and organize training manuals, multimedia, and other educational materials.
3) Analyze training needs to develop new training
programs or modify and improve existing programs.
5) Co-ordinate the outsourcing training program with other centers wither inside or outside Egypt. And
develop new training fields and international
accreditations and training contracts (IBDL - ITIL (hp
international) - IBCT - EC- Council)
6) Develop and delivered new training programs as (Call
center Training program - How to be call center
agent)
7) Plan and develop new co operations and protocol as (Oxford Academy - Huawei)

2) Telecom Egypt: Complains Coordinator, Customer care Sector
From June 2010 till March 2011.
Job Description: 1) Successfully assisting the marketing team with the various tasks such as collateral development and customer satisfaction analysis.

2) Working on the development & marketing for new service programs including an orientation and training to candidate who will present the service, Such as: The Airport Service to allow the customer to get to follow both departures and arrivals schedules.
The SMS service to send the customers the requested amount of their bills. The Football Service offer different kinds of information concerning football different leagues to customers.
The Railways Service allow customers to reserve and confirm train tickets and following both departures and arrivals schedules. (current project)
Dictionary Service allow customers to ask about any foreign terms in different languages as English, French and German languages. (current project)

3) Being an important member in organizing one in the major events in Cairo Call Center Directory assistance, which is the visit of Telecom Egypt CEO, takes place in June 2010

4) Handling complains of hard customers as well as complains of VIP Customers.

5) Following up and replying most of the press hot escalations complain, concerning Telecom Egypt Directory Assistance.

6) Managing the work flow between different sections inside the customer care sector as operation, training, quality, maintenance and updating sections.

3) Telecom Egypt: Floor Manager, at Cairo Call Center the directory Assistance
From May 2005 till June 2010
Job Description: 1) Maintaining two-way communication with department managers and team member.

2) Hiring and developing teams of well trained and highly motivated staff.

3) Motivating teams to exceed program requirements.

4) Interacting with both internal customers and external customer.

5) Managing business per KPI's and standard contact center metrics.

6) Managing the daily activities of teams of customer care representative, following their performance.

7) Supervising staff, plans, organizing and prioritizing workloads within area of responsibility in order that resources are used effectively and work is completed.

4) Telecom Egypt: Team Leader, at Cairo Call Center the directory Assistance
From DEC 2004 till May 2005
Job Description: 1) Handling calls and meets the demands of customers solving their problems.
2) Evaluating my team work and keep it in progress.
3) Organizing the official work for my team as leaves and other cases.
5) Telecom Egypt: Customer Care Representative, at Cairo Call Center the directory Assistance
From JAN 2004 till DEC 2004
Job Description: Handling various kinds of calls, within the rules and regulations of the quality assurance regulations of our call center and meeting customers' demands.

6) Logistics House: Public Relation Coordinator
From 2001 Till 2003
Job Description: 1) Offering incredible service to every customer.

2) Taking the required steps to go beyond customer's expectations.

3) Events Organizer: Such as, the Arab Championship for Handball (2002)

8) El-Hossam Publishing Company: Translator
From 1997 Till 1999
Job Description: Translating English books and researches into Arabic and the vice versa (under training translator)