محمد فرحات

EXPERIENCE & Temp Task Team Leader - Xceed Contact Centre. TRAINING (Smart Village - Cairo) . "du - Home Services". Responsibilities: - Assigning Tasks to each team member. - Improving team spirit between team members to ensure achieving highest QoS. - Monitoring & Enhancing Agent KPI's. - Providing feedback on CSRs appraisal to Supervisors and generate CSRs performance reports. - Coaching and providing relevant feedback on team performance progress and ensuring team satisfaction and development. - Arranging one to one with each team member to ensure he is motivated & on the right track to achieve the highest figures. - Creating action plans for each team member to cover whatever weakness points he is having. - Arranging team meetings, to discuss team plans each month & set objectives to achieve the best QoS & meeting my organization's needs. - Monitoring Team adherence, quality, AHT & Hold %. (March 1, 2012 - till today) Senior Agent - Xceed Contact Centre. (Smart Village - Cairo) . "du - Home Services". Responsibilities: - Coaching Team Members. - Delivering briefing sessions. - Handling the Team Leader's delegation task over the team. - Sending feedbacks to the quality team for the monitored calls. - Creating team reports. "Hold%, Held%, AHT & Handled Calls" - Monitoring Aux Reports & Call Tagging's. - Following up on quality scores per each team member & the overall score for the team. - Handling customers' complaints & client calls' escalations & feedbacks. - Monitoring team's KPI's & absenteeism.

(June 20, 2011 - till February 29, 2012) Customer Care Representative - Xceed Contact Centre. (Smart Village - Cairo) . "du - Home Services". Responsibilities: - Handling the same tasks in addition to the task of handling any knowledge gaps in the account or missing data to be updated regularly.

(July 23, 2010 - till March 22, 2011) Customer Care Representative - Xceed Contact Centre. (Smart Village - Cairo) . "du - Home Services". Responsibilities: - Broadband, Landline & TV services customer care representative responsible for handling all customer inquiries whether related to any technical issue or even inquires related to product and information. - Handled the floor support task for around 2 months. - Delegated as a team leader for two weeks during my team leader annual leave. - Escalating delayed customer's cases to the back office for immediate resolutions to achieve customer satisfaction, which is our top priority. - Coaching Task on the team & running score analysis to find the gaps and cover it.

• Train The Trainer Training (TTT) seminar sponsored by New Horizons ATTENDED International Learning Centre.

• International Call Centre Industry (ICCI) seminar sponsored by New Horizons International Learning Centre. o Dale Carnegie training: World Class Customer Service & Human Development. • Conversational English, Advanced stage. New Horizons International Learning Centre. • Communication, negotiation & presentation skills seminar. New Horizons International Learning Centre. • International computer

(January 31, 2010 - till July 22, 2010) Customer Care Representative - Xceed Contact Centre. (Smart Village - Cairo) . "du - GSM". Responsibilities: - Answering telephone inquiries from customers and stores regarding the status of their lines and other related services. - Troubleshooting customer's lines in order to determine their problem and find the appropriate solution. COMPUTER • Excellent knowledge of Microsoft OS.

Department English. Law School, Mansoura University.