Experiences

Call Center Team Leader, Directory Query May 2014 - Present ( 8 Years - 2 Months )

• Supervises/manages the daily activities and performance of the Account Advisors
• Generates and sends agreed reports to clients regularly as per client requirements
• Shadows process review by signing off the “shadowing” of newly recruited Advisors
• Asses the Advisors performance on monthly basis and calculates variations on set standards
• Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Ensures that Team members adhere to RCC policies
• Built up data and ensures that all data on project’s K-base remains updated.

Operation Team Leader November 2010 - Present ( 11 Years - 8 Months )

• Supervises/manages the daily activities and performance of the Account Advisors
• Generates and sends agreed reports to clients regularly as per client requirements
• Shadows process review by signing off the “shadowing” of newly recruited Advisors
• Asses the Advisors performance on monthly basis and calculates variations on set standards
• Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Ensures that Team members adhere to RCC policies
• Built up data and ensures that all data on project’s K-base remains updated

Call Center Team Leader January 2013 - May 2014 ( 1 Years - 4 Months )

• Supervises/manages the daily activities and performance of the Account Advisors
• Generates and sends agreed reports to clients regularly as per client requirements
• Shadows process review by signing off the “shadowing” of newly recruited Advisors
• Asses the Advisors performance on monthly basis and calculates variations on set standards
• Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Ensures that Team members adhere to RCC policies
• Built up data and ensures that all data on project’s K-base remains updated.

Call Center Team Leader January 2012 - December 2012 ( 11 Months )

• Supervises/manages the daily activities and performance of the Account Advisors
• Generates and sends agreed reports to clients regularly as per client requirements
• Shadows process review by signing off the “shadowing” of newly recruited Advisors
• Asses the Advisors performance on monthly basis and calculates variations on set standards
• Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Ensures that Team members adhere to RCC policies
• Built up data and ensures that all data on project’s K-base remains updated.

Call Center Team Leader June 2011 - December 2011 ( 6 Months )

• Supervises/manages the daily activities and performance of the Account Advisors
• Generates and sends agreed reports to clients regularly as per client requirements
• Shadows process review by signing off the “shadowing” of newly recruited Advisors
• Asses the Advisors performance on monthly basis and calculates variations on set standards
• Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Ensures that Team members adhere to RCC policies
• Built up data and ensures that all data on project’s K-base remains updated.

Call Center Team Leader November 2010 - June 2011 ( 7 Months )

• Supervises/manages the daily activities and performance of the Account Advisors
• Generates and sends agreed reports to clients regularly as per client requirements
• Shadows process review by signing off the “shadowing” of newly recruited Advisors
• Asses the Advisors performance on monthly basis and calculates variations on set standards
• Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Ensures that Team members adhere to RCC policies
• Built up data and ensures that all data on project’s K-base remains updated.

International Account Representative March 2009 - October 2010 ( 1 Years - 7 Months )

• Handling Middle East customers' inquiries professionally and accurately.
• Resolve customers' complaints and concerns ensuring achieve customer satisfaction.
• Maintain the relation with the end user using the customer care skills to optimize the opportunity of making customers for life.
• Complete all necessary documentation related to the project operations.
• Alert the Supervisor for issues that require escalation for complete resolution.
• Enter customer data into the call center database using international Data entry standards.
• Participate in individual and team trainings/ meetings in order to ensure that knowledge is up-to-date.
• Making customers and their needs a primary focus of one’s actions.
• Managing the relation between the customers and the dealers.
• Managing the relation between the dealers and GMMEO.
• Managing the relation between the customers and GMMEO.

Training Assistant At Mena House July 2007 - April 2008 ( 9 Months )

 Presenting the Induction program.
 Presenting soft skills presentations.
 Preparing the cycle meetings
 Collecting management data
 Coordinate relations between different departments
 Coordinate with HR for new trainees required
 Supervision on trainees’ relationships
 Specifying employees annual training needs
 Choosing the best grooming staff every month.
 Updating the hotel standers according the annual standers for the leading hotels of the world.

Education

The High Institute of Administration & Co-operative Studies 2006

BSC of Commerce, Business Administration,

Skills

  • Advanced Communication Skills
  • Advanced Customer Service
  • Advanced Tele-sales
  • Basic Business Skills Acquisition
  • Business Writing skills
  • Code of Ethics
  • Handling Complaints
  • Human Resource Management
  • Leadership Skills
  • Leading Teams
  • Management
  • Microsoft Excel
  • Microsoft Office
  • Microsoft Word
  • Motivation & Loyalty
  • Nero-Linguistics Programming Diploma
  • PowerPoint
  • Public Speaking
  • Research
  • Telephone Manner
  • Training

Personal Info

Birth Date: 1984-05-25

Country: Egypt

City: Cairo

Followed Companies

Recommendation

There are no recommendations

Download Jobzella Mobile App

Jobzella mobile app for Android and iPhone