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Summary

Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of Call Centre Representatives.

Work History

Jan 2006Jul 2007

Call Center Representative

Telecom Egypt

Receiving incoming calls(inbound Call Center) from customers.

Providing advice, information and assistance to callers.

Attempting to resolve all inquires on first contact with the caller.

Making sure that all telephone calls are answered promptly.

Dealing with a customer's queries, requests.

Achieved perfect score on all phone monitors

Aug 2007Feb 2008

Call Center Supervisor

Telecom Egypt

Lead up to 20+ call center agents in daily call center operations.

Monitor CSR's live calls. Be available to assist CSRs with questions.

Enhanced staff performance and attendance through daily mentoring Scheduling breaks for team members and all day offs.

Delivery team members vacation report to the HR Department monthly.

Improve staff's performance from 85% to 97% Participate in develop a new evaluation of call center representatives.

Create a spirit of teamwork within team.

Best team on December, 2007 evaluation.

Feb 2002Dec 2003

Customer Service Executive

Adam Real state

Answer phone calls, emails, from customers and work to resolve their queries in real time.

Initiate sales and marketing activities, including phone calls, e-mails and face-to-face meetings, designed to identify and engage prospective new customers

Meet with perspective buyers to determine the types of properties they are seeking Offer lists of properties that meet the buyers' needs and financial resources.

Manage the use of advertising, open houses, and networking to assist in the selling of homes. Qualifications

Feb 2008Present

Call Center Manager

Telecom Egypt

  • Manage daily call center performance ensuring high levels of customer service.
  • Lead up to 500+ call center agents and management team.
  • .To assist in implementation and maintenance of highest level of quality systems within the call center
  • Recording statistics, user rates and the performance levels of the call center and preparing reports to general manager.
  • Ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
  • Monitor CSR's live calls (silent and active) to ensure quality and consistence.
  • recruiting the right caliber of employees, identifying training needs and effective coaching to improve performance and deliver excellent customer service
  • Liaising with supervisors, team leaders, to gather information and resolve issues.
  • Manage and develop a team of Supervisors and CSR to meet operational goals.
  • Testing for the selection of team leaders.
  • Generate annual reports on the agents for the human resources sector.
  • Working with HR to regulate the internal administrative affairs of agents.
  • Working with Quality Assurance team leader to improve the performance measurement tools.
  • Handle escalated calls, queries and complaints as necessary.
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
  • Prepare reports on call center KPIs along with initiatives to improve call center performance.
  • Develop and ensure the generation and analysis of daily, weekly and monthly reports to be used by management to assess and improve the operations.
  • Root cause analysis, identify and feedback operational trends, make recommendations.
  • Established new services like(airport service) which helps customers to know flights time.

Education

Sep 2000Sep 2004

Bachelor of Commerce

Faculty Of Commerce

Accounting

20122013

Higher Diploma

Faculty Of Commerce

Accounting

Certifications

20102010

Workforce management

Teleopti inc.

Teleopti Work Force Managementt

20142014

Managing people

University of Reading - Henley Business School

People Management

20152015

Customer Service diploma

Alison

Customer Service Management

20152015

Business analytics

University of Pennsylvania - The Wharton School-Online

Customer analysis

People analysis

Operation analysis

Interest

Reading,E-learning,Travel