Shaimaa Desouky

Marketing Manager at Manaber Al Suadaa For Hajj & Umrah Services
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Contact Information
us****@****om
(386) 825-5501
Location
Egypt, EG
Languages
  • English -
  • French -
Skills

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Bio

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Credentials

  • • HR management diploma
    NGC Academy
    Feb, 2013
    - Nov, 2024
  • • Outbound Supervision
    Fainancial Advising Service
    May, 2008
    - Nov, 2024
  • • Inbound Supervision
    Xceed
    May, 2004
    - Nov, 2024

Experience

  • Manaber Al Suadaa For Hajj & Umrah Services
    • Saudi Arabia
    • Travel Arrangements
    • 1 - 100 Employee
    • Marketing Manager
      • Feb 2023 - Present

      • Ensure Normal Day to Day Operation • Managing a team of 45 customer service representative. • Train the Seniors Agents for the new KPI and how to manage teams • Supervising the monitoring of team performance through monitoring criteria. • Having weekly calibration sessions with the Quality assurance team. • Analyzing all the failed KPIs and arranging with the training department to provide any refreshment sessions when needed. • Handling team reports for absenteeism and AHT. • Representing the account in Focus Groups. • Conducting Monthly 1 to 1 meeting as well as setting motivation plans for the team. Show less

  • Werefresh Company for Import & Export
    • Egypt
    • Administrative assistant and HR Manager
      • Dec 2014 - Dec 2016

      • Arranging presentations for products and machines to new clients. • Arranging contracts and follow up with new clients by sending quotations • Follow and arrange cash invoices • Follow up returns stock to ware house • Handling active member of board agenda ( appointments , travelling arrangements, visas ,reservation tickets, exhibitions outside Egypt & inside ) • Managing the Payroll for employees. • Handling attendance, absenteeism. • Follow up with maintenance employees schedule and reports. • Follow up with training employees schedule and reports Show less

  • Xceed
    • Egypt
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Technical Support Advisor at Cisco Project
      • Nov 2011 - Dec 2012

      • Handling Technical inquiries either calls or emails for Cisco US Customers. • Handling angry customers. • Being a top achiever for CSAT for 6 months in a row. • Troubleshooting Cisco Technical issues. • Developing positive service attitude to give the customers the perfect service• Mentor and support new employees.

    • Contact Center Advisor at Oracle Project
      • Jul 2011 - Oct 2011

      • Handling Data for Oracle Customers. • Handling angry customers. • Entering Data using Oracle system. • Developing positive service attitude to give the customers the perfect service• Mentor and support new employees

    • Contact Center Advisor at American University Project
      • Jun 2011 - Jul 2011

      • Collecting Donation for AUCian who cannot afford to complete for their studies at AUC. . • Entering Data using AUC system.

  • Financial advising service
    • Egypt
    • Contact Center Team Leader
      • May 2008 - Mar 2011

      • Managing a team of 30 customer service representative. • Monitoring the team performance through monitoring criteria. • Conducting 1 to 1 coaching sessions and group coaching. • Having weekly calibration sessions with the Quality assurance team. • Analyzing all the failed KPIs and arranging with the training department to provide any refreshment sessions when needed. • Handling team reports for absenteeism and AHT. • Representing the account in Focus Groups. • Conducting Monthly 1 to 1 meeting as well as setting motivation plans for the team. Show less

  • Future language school
    • Egypt
    • English Teacher
      • Aug 2006 - Apr 2008

      • Follows professional practices consistent with school and system policies in working with students, students’ records, parents, and colleague • Is available to students and parents for conferences according to system policies. • Maintains accurate, complete, and appropriate records and files reports promptly. • Attends and participates in School meetings and other assigned meetings and activities according to school policy. • Maintains lesson plans as required by school policy Show less

  • Xceed
    • Egypt
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Customer Service Representative at Telecom Egypt Project
      • May 2004 - Jul 2006

      • Delighting the customers using the latest technology. • Developing positive service attitude. • Dealing with difficult customers. • Delighting the customers using the latest technology. • Developing positive service attitude. • Dealing with difficult customers.

Education

  • Cairo University
    Licentiate degree, English Language and Literature/Letters
    1999 - 2003
  • El horrya language school
    High School, English Language and Literature/Letters

Community

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