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

Work History
Oct 2009 - Dec 2015

Contact Center Operations Development Senior Specialist

TE Data

Contact Center Operations Development Senior Specialist 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 Business or sector Internet Service Provider

Jul 2008 - Sep 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. Business or sector Internet Service Provider

Nov 2007 - Jul 2008

Customer Service Representative

TE Data

Customer Service Representative 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. Business or sector Internet Service Provider

Jun 2007 - Nov 2007

Customer Service Representative

Xceed Contact Center

Customer Service Representative (Egypt) 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 2007 - Jun 2007

Customer Service Representative

Egypt Contact Center Operation(ECCO)

Customer Service Representative Cairo(Egypt) 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 2006 - Feb 2007

Accountant

United Office Supplies

Accountant Cairo(Egypt) 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

Education
Sep 2001 - May 2006

Bachelor of Commerce And business Administration

Faculty of commerce and business administration
Sep 1997 - May 2001

High School

El Ebrahimia

Skills

Skills

Communication Skills

Presentation skills

Leadership Skills

Decision Maker & Problem solver

Hard Worker & Good analytically skills

Certifications

Certifications
Apr 2009 - Apr 2009

Communicationskills

LOGIC Management Consulting
Mar 2009 - Mar 2009

Presentationskills

LOGIC Management Consulting
Jan 2005 - Apr 2006

Computerizing Accounting

American university in Cairo
Feb 2006 - Mar 2006

E-Commerce

Helwan University
Dec 2005 - Jan 2006

Microsoft Office

YAT Learning
Aug 2004 - Sep 2004

Ticketing

Egypt Air
Sep 2003 - Jul 2004

English

American university in Cairo

References

References

Ahmed Elgohary/ Operations Development Section Head