Seeking a challenging career opportunity to build upon and utilize my previous work experience, personal skills, academic background & leadership skills.
Professional Experience
EMPLOYMENT BACKGROUND:-
Work Experience
Quality Assurance Specialist (COPC Certified)→EICC (Etisal International Contact center) From 01-08-08 till present.
Job Description: (Including but not limited to)
Monitoring inbound & outbound calls. Developing weekly & monthly operational reports. Conference calls & meetings with project’s owners. Analyzing end user satisfaction. Focusing on weakness points & how to develop. Performing operational quality audit. Filter the results to proper channels as well as generate mutually workable solutions. Participate in conducting analysis and recommending corrective actions related to customer complaints in order to eliminate root causes. Actively assist in preparing all required procedures and work instructions that will help to achieve high quality service level and method of operations. Conducting statistical analysis techniques to analyze the efficiency of operations & identify improvement opportunities. Performing application investigation for customer’s complains. Previous managed Account: Etisalat customer service. Current managed Accounts: Microsoft, American Chamber, Novartis & Just Windows & Doors (JWAD) projects.
QA & Training Executive (COPC Certified) → RCC (Raya Contact center) From 01-08-07 till 01-08-08.
Job Description: (Including but not limited to)
Monitoring inbound & outbound calls. Developing weekly & monthly operational reports. Conference calls & meetings with project’s owners. Analyzing end user satisfaction. Focusing on weakness points & how to develop.
Managed Accounts: Cisco Systems, Microsoft (Gulf & Dynamics), General Motors Middle East, HTC (ME & Europe).
International Account Representative.→ RCC (Raya contact center) From 26-01-07 till 01-08-07.
Reach force account. Cisco account. Microsoft account. Orbit account.
Eductation
EDUCATIONAL BACKGROUND:-
Graduated from, Talaee language school, Giza, Egypt (Score 85%).
Bachelor of Faculty of Commerce & Business Administration, (English section). Helwan University, Egypt, 2006/2007.
COMPUTER SKILLS:-
Super user of Microsoft Office, all windows platforms and internet.
LANGUAGE SKILLS:-
Mother Tongue: Arabic. Excellent command of both written and spoken English. Fair command of both written and spoken French.
Certification
All levels of customer service COPC Standards Six Sigma
Additional Information
PERSONAL SKILLS:-
High communication skills on all levels and roles. Self motivated with ability to learn and apply new ideas. Creative,enthusiastic and willing to take on increased responsibility. Very patient & tolerant to pressure. Act professionally while maintaining a good sense of humor. Highly adaptive to changing environment and new challenges. Ability to work in off city locations or branches.
