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Summary

Remarkably knowledgeable, creative and skilful with great background with more than 6 year of experience in Customer Service and Call Center field

In addition to a good command of Administrative Affairs, Public Relations and Customer Relation Management (CRM)

Objective

I'm seeking a job will satisfy my qualification & make me feel that I’m doing something useful, and to achieve to me a good salary a good position in the society, I don’t care about the time I’m ready to work hard, never get tired as the job give me my right

Work History

2015Present

Customer Sales Executive

Shangri-La Hotel, Doha
  • Provides the highest level of service to promote customer satisfaction / retention while optimizing booking opportunities. 
  • Responsible in providing the most efficient and courteous room reservations service.
  • Gains complete understanding of Shangri-La’s distribution structure & hotel product.
  • Highlights hotel's unique selling proposition and effectively differentiate the product to match with specific guest needs.
  • Strives to convert every inquiry into a sale and provide prompt resolution to every inquiry / request at the initial contact.
  • Acquires effective selling techniques and adhere to the instructions provided by the Director of Customer Sales.
  • Up-sells whenever possible to maximize revenue.
Oct 2009May 2015

Contact Center Operations Development Senior Specialist

TE Data

• To be responsible for the managing contact center outsourcing projects.
• To be the SPOC of the contact center with the vendors for financial cycle, requirements and HR issues.
• To manage the contact center non-technical projects
• To monitor contact center projects KPIs.
• To give the required analysis and reports for monitoring the projects performance.
• To design the corrective actions and enhancements to achieve the contact center targets.
• To be responsible to manage the needed outsource HC requirements according to the forecast plan.
• To give the guidance for vendor’s selection process for the outsource projects.
• To monitor closely vendor’s performance according to the agreed processes and KPIs
• To design and maintain contact center projects processes, scripts and KPIs
• To gather sales contact center projects reporting and systems requirements to hand it out to the contact center systems support team
• Develop overall project plans consistent with project objectives as defined by the project owner and key stakeholders
• Develop and refine project plans using identified general project plan development metrics
• May lead others and direct all phases of projects or subsystems of major projects from inception through completion
• Ensure that all project control systems within the scope of the project are in place and integrate project data for decision makers
• Capture feedback from discussions to assist in system improvements

Jul 2008Sep 2009

Workforce specialist

TE Data

• Implement TE Data contact center operations plan, policies and procedures in relation to WFM.
• Oversee shift schedules and perform load balancing according to demand and resources.
• Track all required WFM data and undertake continuous updates.
• Coordinate with agents to ensure their work progress goes hand in hand with established objectives.
• Oversee calls across call center to ensure consistency and quality of customer service. - Keep close eye in performance of employees and departments and provide management with adequate feedback. - Monitor the floor policies and rules. - Conducting needed reports from his superiors.

Nov 2007Jul 2008

Customer Service Representative

TE Data

• Answer phones and be ready for unexpected customer requests.
• Sell products according to the policy of the company and thereby place orders in the computer system.
• Provide customers with rich data and service information.
• Given certain conditions, transferring customer calls to staff members. - Identifying customer issues with the help of the computer. - Follow up on customer inquiries which weren’t resolved on the spot. - Participate on coaching activities meant to enhance professionalism.

Jun 2007Nov 2007

Customer Service Representative

Xceed Contact Center

• Answer phones and be ready for unexpected customer requests.
• Sell products according to the policy of the company and thereby place orders in the computer system.
• Provide customers with rich data and service information.
• Given certain conditions, transferring customer calls to staff members. - Identifying customer issues with the help of the computer. - Follow up on customer inquiries which weren’t resolved on the spot. - Participate on coaching activities meant to enhance professionalism.

Mar 2007Jun 2007

Customer Service Representative

Egypt Contact Center Operation(ECCO)

• Answer phones and be ready for unexpected customer requests.
• Sell products according to the policy of the company and thereby place orders in the computer system.
• Provide customers with rich data and service information.
• Given certain conditions, transferring customer calls to staff members. - Identifying customer issues with the help of the computer. - Follow up on customer inquiries which weren’t resolved on the spot. - Participate on coaching activities meant to enhance professionalism.

Jul 2006Feb 2007

Accountant

United Office Supplies

Assist in the annual financial planning process. Produce monthly balance sheets, profit & loss statements, and forecasts; perform the monthly accounting close; manage accounts payable and accounts receivable procedures; provide ad hock and self-directed accounting and financial analysis.

Education

Sep 2001May 2006

Bachelor of Commerce And business Administration

Faculty of commerce and business administration

Economics, Business Administration, Foreign Trade, Account, Law and E-commerce

Sep 1997May 2001

High School

El Ebrahimia

literary

Skills

Communication Skills
Presentation skills
Leadership Skills
Decision Maker & Problem solver
Hard Worker & Good analytically skills

Certifications

2017

Customer Centric Selling

Apr 2009Apr 2009

Communication skills

LOGIC Management Consulting
Mar 2009Mar 2009

Presentation skills

LOGIC Management Consulting
Jan 2005Apr 2006

Computerizing Accounting

American university in Cairo
Feb 2006Mar 2006

E-Commerce

Helwan University
Dec 2005Jan 2006

Microsoft Office

YAT Learning
Aug 2004Sep 2004

Ticketing

Egypt Air
Sep 2003Jul 2004

English

American university in Cairo