call center supervisor
smart concept real estate
Total years of experience :10 years, 11 Months
managing a team of four listing agents, supervision on the office, document controller and office administration. coordinating.
- Receiving inbound calls from customers, fulfilling their enquiries, and connecting them to agents.
- Maintaining the service level by doing a quality check feedback daily with our customer, delivering the VOC to higher management levels.
- Preparing weekly and monthly report about our volume of calls and leads statistics.
- Working as a front liner sales representative in Etisalat Stores and business centers
- Supporting customer’s complaints, requests, and technical support issues.
- Promoting and upselling Etisalat products like: Postpaid, Mobile phones, etc..
- Handling a team of 5 Agents, responsible of AHT, schedules, quality.
- Reporting to Account manager, and to higher level of management.
- Cooperating with other departments like: workforce, management, finance.
Front-line support representative for ADSL customers.
- Handling 3G, Billing Problems with Customers.
- Act as a delegate for my supervisor in certain cases such as: Technical
Escalations - Handling Vacation Tasks.
Milestones:
Awarded with Recognition Certification from Head of, Internet Call Center
Department on doing notable Net Promoter Score in
August 2013 -
September 2014”
Writing, Translating and re-editing Technology articles.
- Criticizing latest technologies test them then writing feedbacks about.
- Being a reporter to the technologies conferences held in Cairo.
* Freelance Proofreading & Data Entry | Freelancer.com “October 2015 -
Present”.
Responsibilities:
- Working as a proof reader in many freelance projects I bid on Freelancer.com.
- Worked as a data entry specialist in many projects I bind on Freelancer.com.
Planning, Organizing courses plan “Web Development Course”.
- Presenting weekly live classes to the interns -wiziq.com- .
- Assessment the interns.