Experience

• 

  SEDRA FOR PROPERTY MANAGEMENT

  • Specialist

    • Feb 2016 - Present
• 

  Mobinil

  • Egypt
  • Telecommunications
  • 700 & Above Employee

  • Senior Supervisor

    • Jan 2009 - Dec 2014

    • Identify potential employees, motivate & reward them to buildup a future reliable generation that promotes company values & image.• Work on setting team leaders & reps annual objectives that helps achieve company objectives.• Distribute duties & tasks among the teams and team leaders.• Ensure accuracy & honesty in performed duties to the benefit of the company.• Ensure accurate implementation of company policies & procedures.• Be proactive in updating management with operational issues.• Propose new ideas to management to improve service level & quality.• Provide analysis of inbound call results.• Responsible for all call center system generated reports to be submitted accurately, regularly and on time.• Complete call centre shift schedules (weekly Reps, TL’s & SPV’s) as well as training schedules as & when required.• Set & plan for staff meetings, regularly.• Work with management in forecasting future ratio of calls to number of staff required.• Responsible for coaching direct subordinates and developing their competencies & abilities to reach highest standards of performance in customer service.• Motivate teams through encouraging & rewarding with the aim of employees satisfaction & loyalty to the company.• Identify team leaders’ weaknesses & strengths and develop them to reach supervisory skills for future investment.• Conduct the annual performance appraisals (How & What) with clear explanation & fair implementation to ensure consistency among different teams.

  • mobinil

    • Mar 2005 - Dec 2014

    NA

• 

  Orascom Telecom

  • Egypt
  • Telecommunications
  • 700 & Above Employee

  • Postpaid Save & Retention Team Leader

    • Feb 2003 - Dec 2014

    • Help team members in handling difficult cases & angry customers.• Seek accurate information from other departments on customers’ inquiries & communicate it to the team members.• Perform regular follow up on Reps’ punctuality (login, logout, breaks & attendance).• Prepare the daily & night shift handover to ensure a smooth running of work flow.• Hold regular meetings with his/her team to strengthen communication & ensure that the same objectives are shared among all.• Prepare the overtime sheets on a monthly basis & maintain a record for the annual, sick & emergency leaves.• Make sure that Reps info. Is up-to-date using intranet briefings & breaking news utilities.• Log in during the shift to minimize the LCR & maintain a continuous active contact with customers.• Check, regularly, the mail for new information replying back effectively & efficiently.• Escalate, properly, problems to the right channels as and when required.

  • Team Leader

    • Jan 2006 - Jan 2012

    na

• 

  Mobinil

  • Postpaid Save & Retention SR. Supervisor

    • 1900 - 1901

    na