Summary

Work History

Work History
Jan 2015 - Present

Sales Supervisor

A to Z for Supplies
  • To assist the Sales Manager in leading, directing and motivating the sales team in order to achieve the overall corporate sales objectives.
  • Assist the Sales Manager in generating sales opportunities by identifying appropriate business targets.
  •  To assist the Sales Manager in providing a professional and excellent level of customer service with existing and new customers.
  •  Supervise Sales Representatives  .
  • Meet and/or exceed monthly, quarterly, and yearly team sales targets.
  • Effectively coach and develop a high performing team of sales representatives.
  • Meet personal sales goals.
  • Review and evaluate sales staff performance.
Jan 2010 - Dec 2014

Call Center Team Leader - High Value

Mobinil
  • Manage more than 20 agents who are serving high value postpaid customers.
  • Being involved to ensure proper handling for all incoming/outgoing and blending calls of the call center.
  •  Helps the reps in handling difficult cases & angry customers.
  • Holds regular meetings with my team to strengthen communication.
  • Monitor the performance of each individual and assign for him / her pre-determined development plan for Motivation and Proper delegation according to company policy and procedures.
  • Conduct the annual performance appraisals (What & How) with clear explanation & fair implementation to ensure consistency among different teams.
  • Responsible for daily, weekly and monthly reports for call center operations.
  • Provide customer service representative with business and technical support to achieve customer satisfaction.
  • Handling escalated calls from angry customers when requested to talk to a higher level by using the proper escalation to enhance customer experience.
  • Monitor and evaluate the team quality against the quality standards.in order to develop the team. 
  • Manage the shift operations and retain the required SL and LCR.
  • Provides “on the job training” and “Off the Job training “for the call center new hires and existing ones.
Jul 2009 - Jan 2010

Trainer

Mobinil

Was responsible to prepare the required material & presentations for the new launched CRM applications and deliver it to the company employees from different departments (Call Center, Shops, marketing, back offices and corporate sales)

Jul 2007 - Jun 2009

Prepaid Call Center Team Leader

Mobinil

•Manage 15 contracted agents who are serving the prepaid customers.
•Lead , Coach , Monitor , Evaluate , appraise, help in hiring process and prepare time sheets for the contracted agents.
•Report the out of order stations (PC’s, key boards, etc ) to the CS Technology Team to repair
•Responsible for training the new hires on job requirements
•Work very closely with team members to solve customer problems.

Aug 2005 - Jun 2007

Call Center Representataive

Mobinil
  • Fully understands & adheres to company policies & procedures that generate personal/professional credibility & trust.
  • A complete & comprehensive understanding of Mobinil Products & Services to provide proper information to customers also fully understands the company policies & procedures.
  • Respects & applies company vision & values
  • Resolves customer complaints in time & treats them as business opportunities to ensure continuous improvement & development.
  • Escalates problems & provides relevant feedback to the right channels
  • Joined several job rotation tracks at several sub departments at the customer service department, such as: First class -Credit & Collection –Outbound-Assist- back Office
Jan 2004 - Aug 2005

Customer Service Telesales & Outbound 

Xceed Contact Center
  • Work directly with customers via telephone to describe products and/or services in order to persuade potential and current customers to purchase new products and/or services
  • Educates customers on product offerings and services and explains pricing and answers questions from customers building value in the customer relationship.
  • Identifies customer issues and provides appropriate solutions via up sell of additional products and or services and obtains customer commitment.
  • Places a minimum of 70 outbound calls each day.
  • Consistently meets departmental sales goals.
  • Maintains accurate daily record of sales in sales tracker.
Jan 2003 - Jan 2004

Customer Service Advisor  Inbound

Xceed Contact Center
  • Handles customer inquiries, complaints and billing issues with the highest degree of courtesy and professionalism needed to resolve customer issues within one call.
  • Identifies, researches, troubleshoots and resolves technical problems that customers may encounter.
  • Tracks and monitors the problem to ensure a timely resolution.
  • Offers alternative solutions, where appropriate, with the objective of retaining customers.
  • Handles business transactions in connection with the activation of new customer accounts on a computer system.
  • Communicates with customers, using the latest technology and web based tools,to provide advanced troubleshooting solutions, to resolve technical issues and demonstrates the associated language proficiency.

Skills

Skills

Language Skills

Arabic    : mother tongue

English   : Fluent

Computer Skills

Windows XP,7 and 8

Advanced in Microsoft Office ( Excel -Word-Outlook-PowerPoint - Access)

Expert in using CRM application/Tools ( Siebel Oracle - Vantive - Ericsson BSCS - data charging-reporting tools-performance extraction tools)

Interpersonal Skills

Strong leadership skills.

Excellent communication skills.

Problem solving & decision making

Supportive

Customer Oriented.

Result & KPI's Oriented.

Certifications

Certifications
Dec 2013

Finance for Non Financing

LOGIC

general awareness about all financial statements , and setting the financial strategies

Oct 2012

COPC high performance management techniques

COPC inc.

apply COPC standards to mange operational activities and achieving the highest performance with the lowest cost

Feb 2010

Problem Solving & Decision Making

LOGIC
Jul 2009

Communication Basics - Emotional Intelligence

Quest  - LOGIC

Education

Education
2001

Bachelor of Commerce

Cairo University

Accounting section