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Summary

Almost 8 Years in Call Center Industry till reaching the current position as a Floor Manager to provide optimum Customer Services and to demonstrate effective leadership, to support various Departments and Operational service levels, resulting in customer growth and increased Customer Satisfaction.

Work History

May 2013Present

Uk Call Center Floor Manager

Vodafone International Services (VIS)

Handling UK Operation in different location inside and outside Egypt, Handling tactical planning and ensure the adherence and the right implementation for the plan.

Acting as a focal point between Clients, stockholders and other departments.

Involved in taking Critical Decision related to Business Continuity and Risk Management.

Handling and Manage the foretasted numbers and hours requested by the client and turn them to Resources as a Workforce scheduling and Intraday.

Monitor and Evaluate Queues and UK Account performance and to be reported to stockholders inside and outside Egypt. 

Sep 2012May 2013

International Senior Adviser

Vodafone International Services (VIS)

Answering quires of  front line departments in Ireland Call Center and resolve it according to its type (Network, BlackBerry, IPhone, Android or Account System and billing Errors).

Handling the new Members acting as a Workforce Scheduling, Intraday and Performance Manager.

Jan 2011Oct 2012

International Technical Adviser

Vodafone International Service(VIS)

International Technical Adviser at UK Operation 1 year and 9 month.

Helping answering the customer's quires, resolving and ensuring delivering a service of high quality within the agreed the Service Level.

Motivate and support new members to achieve their own targets within the agreed Service Level

Dec 2008Jan 2011

Call Center Representative

Vodafone Egypt

Call Center Representative at Egypt #888, helping answering the customer's quires, resolving and ensuring delivering a service of high quality within the agreed the Service Level.

Education

May 2012May 2012

Project Management Professional

Brisk Consulting SAE

Studied the Project Management Professional Preparation and working on completing the course  to be a PMP certified.

Sep 2004May 2008

Bachelor

English Commerce

Graduated in English Commerce the Menoufia University, Accounting Department with overall grade Good.

Studied a different subject starting from  Accounting with its types (Principles, Banking, Financing, Costing and Management accounting) to Statistics, Marketing, Supply Chain and Management.