Customer Service Supervisor
Cisco Systems International
Total des années d'expérience :8 years, 11 Mois
3 March 2009 till 31 December 2012
Reference: MR.Mustafa Youssef
Title: Account Manager
Contact #: +2 010 01083723
Location: Egypt - Cairo
Cisco Systems (Vendor in MEA: Xceed)
"Customer service supervisor"
Responsibilities.
- Dealing with the Cisco partners and handling their orders.
- In charge of the GCC area orders and partners
- In charge of the South America area orders and partners
- Commit & escalation Leader
- Creating monthly analysis report which is given to the management.
- Following up the issues that are escalated to other departments and providing the providing the solutions
- Doing on daily bases the evaluation and adherence reports for the Team.
- Monitoring the agent's performance during them duty.
- Updating all my team and the rest of agents either regarding the new policy or the new information.
- Supervise the team leaders and evaluate them.
1 July 2008 till 7 January 2009
Referance: MRS. Hend Mousa
Title: Customer Service Manager
Contact #: +971 50 4201334
Location: UAE - Abu Dhabi
Daman Health Insurance "TPA-Thiqa-VIP Dpt.
"Asst Customer service manager "
Responsibilities.
- Leadership:, as well as guide and look after the efficiency of the employees that are a part of his/her team. Handling last time orders, rectifying the complaints of the customers, supervising the daily work and deftly delegating responsibilities is a challenge, that needs patience and effective decision-making ability.
- Recruiting and training: Assistant my manager for recruiting and interviewing quality people to staff your location, as well as making sure these new employees transition as smoothly as possibly into their jobs.
- Being friendly and outgoing: must in this job. Not only while interact with my employees every day, but will also need to assist customers when they have questions, concerns or complaints. Put on a happy face and address these issues in a professional manner.
- Staying attentive: my job is to be attentive to my employees by motivating them to succeed and improve. Even if business is slow
01 March 2007 till 1 July 2008
Reference: MR. Riad Ibrahim
Title: Call Centre Manager
Contact#:+971 50 2548199
Location: UAE - Abu Dhabi
First Gulf Bank ( Remote Banking)
"Remote Banking. Team Leader "
Responsibilities.
- Handling the floor and assist the agents in there inquires.
- In charge of the floor.
- Updating all my team and the rest of agents either regarding the new policy or the new information.
- Train the new agent on the credit cards system V+ and for all the products.
- Solving complains which related to the way of the calculation of the interest on the credit cards.
- Monitoring the agent's performance during them duty.
- Pushing all the agents to hit our target to keep our service level on TAT and the abounded rate low and to get our sales target.
- Evaluating my team's calls, gross sale and the quality of service.
- Scheduling the roster for the agents in case of events (Training, Trips and Team Meetings)
- Giving my team the necessary feedback on daily bases.
- Head of the Islamic call centre team.
01 January 2007 till 28 February 2007
First Gulf Bank ( Remote Banking)
"Senior Service Executive "
Responsibilities.
- Receiving all the complains from the customers
- Working on those complains and start to sort it out - Doing my level best to solve all the problem on TAT
- Handling some problems on line with the customers and doing my level best to solve it
15 July 2006 till 31 December 2006
M/s. First Gulf Bank ( Remote Banking)
"Call Centre Agent"
Responsibilities.
- Receiving the calls from all the customers
- Raising any issue or complain to the high level to work on it
- Hitting my sales target
- Doing my level best to help the customer as soon as I can.
01 August 2004 till 15 July 2006
Referance: MR Imran Sediq
Title: F&B Accounts Manager
Contact#: +971 50 5814428
Location: UAE - Abu Dhabi
Abu Dhabi Airport Catering & Duty Free
" Cost Controller - (F&B Accounts) "
Responsibilities.
- Posting Inter kitchen cost of different outlets.
- Outlets stocks entries.
- Checking items delivered for outside catering.
- Doing the monthly inventory for all the restaurants and the coffee shops in the airport.
- Costing the functions & events menus.
- Making the consumption, sales summery & comparison sheets in the end of month.
- Doing the monthly closing for the airport's restaurants and coffee shops.
- Auditing & reconciling all the store issue.
- Giving the customers all the information that able to let them get a good knowledge about Mobinil's communications facilities.
- Introduce all the company's promotions to the customers.
- Giving the customers an advice to get the suitable promotion according to them conditions.
- Making a good sale to get the target
Graduation: Ain Shams UNIVERSITY - EGYPT.. Graduated as BA holder in B+
Secondary Education: TABAREY ROXY SCHOOL - EGYPT. Passed secondary education in A Division.