Experience

Proper Business Solutions

• Egypt
• Outsourcing/Offshoring
• 300 - 400 Employee

• Workforce Specialist

  • Dec 2021 - Present

   Creating hiring plans to fill available positions within a set time period Manage the call volume, daily attendance and program break schedules Produce daily, biweekly and monthly internal reports Monitors, evaluates and audits random sampling of calls (inbound team and outbound team).  Creating hiring plans to fill available positions within a set time period Manage the call volume, daily attendance and program break schedules Produce daily, biweekly and monthly internal reports Monitors, evaluates and audits random sampling of calls (inbound team and outbound team).



GoBus Transportation

• Egypt
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Quality Assurance Supervisor

  • Jul 2018 - Dec 2021

  - Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)- Complete phone time to keep current on programs (as applicable)- Contribute to maintaining forms and legends documents- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

• Customer Complaints Officer

  • May 2018 - Jul 2018

  - To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.- To be responsible for investigation, resolution and reporting of all customer related complaints.- To be the first point of contact for all customer related issues. - To input all complaints onto the database, reporting and seeing through to completion.- Escalate all unresolved issues/complaints to your line manager whilst keeping Business Partner informed.- To ensure all policies and procedures relating to customer complaints are followed and are adhered to and documented on the system.- To be the main point of contact, liaising with operational colleagues ensuring that they are kept fully informed of progress at all times.- Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.- Ensure that all written communication is carried out as per the customer care procedures and any contractual specification.- Obtain approval for compensation payments and ensure all parties are kept informed.- To liaise with all levels of management throughout the business, including colleagues.- To act as an ambassador for assert and behave in a professional and courteous manner at all times.



ETISAL International Group

• Egypt
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Feb 2017 - Apr 2018

  - Outsourcing C.S.R for Burger King Restaurant- Handling Customers' inquiries, Orders and Solving their Issues- Developed Knowledge & Ability to work on Customer Relations Management Systems - Outsourcing C.S.R for Burger King Restaurant- Handling Customers' inquiries, Orders and Solving their Issues- Developed Knowledge & Ability to work on Customer Relations Management Systems