Basic Info

Eman Kamal

6 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Operation support trainer at ECCO Outsourcing

Experience Details

Operation support trainer

Training/Instructor

Experienced (Non-Manager)

Position: Operation Support Trainer for KFG “offshore account” from Dec 2017
Duties include:
- Educate the trainees about the Kuwaiti culture and mapping.
- Deliver a sells skills training to achieve the account target.
- Handle alerts and coach the agents about their errors
- Evaluate the delivered training efficiency (training results, survey, etc)
- Follow up on the agents performance and their periodical verification
- Attend kick off meetings and deliver the requirements to trainers
- Create training martial (PPT , handout and assessments)

Position: Operation Support Trainer for PDV, CVM and ADSL outbound account
from Jan 2015 till Dec 2016

Duties include:
- Deliver a sells skills training to increase the account revenue
- Handle alerts and coach the agents about their errors
- Evaluate the delivered training efficiency (training results, survey, etc)
- Follow up on the agents performance and their periodical verification
- Attend kick off meetings and deliver the requirements to trainers
- Create training martial (PPT , handout and assessments)

Position: Operation Support Trainer for 888 account from Feb 2014 till Jan 2015
Duties include:
- Support in providing training (orientation, package, customer service and technical
training).
- Evaluate the delivered training efficiency (training results, survey, etc)
- Follow up on the agents performance and their periodical verification
- Create training martial (PPT , handout and assessments)


Company Details

ECCO Outsourcing

Cairo, Egypt

More than 1000 employees

Telecommunications

www.eccooutsourcing.com

Feb 2014 to present (3 years 6 months)
Customer service representative at ECCO Outsourcing

Experience Details

Customer service representative

Customer Service/Support

Entry Level

Position: Customer Service Representative “888 & 2828” from Mar 2013 till Feb 2014
Duties include:
- Responsible for acting as a liaison between the customer and company. Assists with
complains, inquiry, billing, ETC
- Resolve customer complaints via phone
- Communicate and coordinate with internal departments


Company Details

ECCO Outsourcing

Cairo, Egypt

More than 1000 employees

Consumer Services

www.eccooutsourcing.com

Mar 2013 to Feb 2014 (11 months)
Service Expert at Burger King

Experience Details

Service Expert

Hospitality/Hotels/Food Services

Experienced (Non-Manager)

Position: Services Expert from Mar 2011 till Jan 2013
Duties include:
- Train the new employees and cross-train existing employees
- Position staff members on shift
- Help the Manger to complete the QSC checklist & travel path checklist


Company Details

Burger King (multinational)

Giza, Egypt

More than 1000 employees

Hospitality/Hotels

N/A

Mar 2011 to Jan 2013 (1 year 10 months)
Team member at Burger King

Experience Details

Team member

Hospitality/Hotels/Food Services

Entry Level

Position: Team Member from Feb 2010 till Mar 2011
Duties include:
- Receives customers’ orders and complains & resolves complaints when possible.
- Follow the procedures and regulations of the company concerning quality, service,
cleanliness & hospitality.
- Know the workstation assigned to him and make exactly the procedure followed in
such workstatio


Company Details

Burger King

Giza, Egypt

More than 1000 employees

Food Services/Restaurants/Catering

N/A

Feb 2010 to Mar 2011 (1 year 1 month)
IT Specialist at Dar Elhewar

Experience Details

IT Specialist

Writing/Editorial

Experienced (Non-Manager)

Position: IT Specialist from March 2009 till Jan 2010
Duties include:
- Type all material for journals and magazine contains
- Design magazines covers and internal formatting
- Check the accurate spelling for Books
- Communicate with the Presses to finalize al martials


Company Details

Dar Elhewar

Giza, Egypt

51-100 employees

Marketing and Advertising

N/A

Mar 2009 to Jan 2010 (10 months)

Achievements


Trainer of the year "Jan 2016"


Top achiever at follow up cases "9th on floor"
Top achiever at received high number of calls with high quality "3rd on floor"


King of the month "Sep 2012"


Education

Bachelor's Degree in Tour guiding

Education Details

Bachelor's Degree

Tour guiding

Pharaohs Higher Institute for Tourism and Hotels, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Pharaohs Higher Institute for Tourism and Hotels
2009 - 2012

Certifications

TOT
Dec 2014

Certificate details

TOT

Dec 2014

N/A

N/A

N/A

Vodafone

N/A

Certificate details

Customer service diploma

May 2015

N/A

N/A

N/A

Alison

N/A

Certificate details

Basic food hygiene

Aug 2011

N/A

N/A

N/A

Burger King Egypt

N/A

ICDL
Oct 2012

Certificate details

ICDL

Oct 2012

N/A

N/A

N/A

Resala training centre

N/A

This profile is fresh!
Last update 1 days ago.

Jobseeker photo

Profile Skills and Keywords

Basic Food HygieneBurger KingCateringCiscoCommunicatorConsumer ServicesCustomer ServiceCustomer Service DiplomaCustomer Service RepresentativeEditorialEnglishFood ServicesHard WorkerHospitalityHotelsICDLIT SpecialistInternetMarketing And AdvertisingMicrosoft OfficeMotivation SassionOperation Support TrainerPositivityPresenterProblem SolverRestaurantsSalesService ExpertSupportSupportiveTOTTeam MemberTelecommunicationsTour GuidingTrainingWriting

Self-assesed Skills

Languages

English

English

: Advanced

: Intermediate

: Advanced

: Advanced

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

5-7 years

Internet

Internet

: Advanced

: Extreme - I love it!

:

5-7 years

Cisco

Cisco

: Advanced

: High

:

1-3 years

Sales

Sales

: Intermediate

: High

:

1-3 years

Fields of Expertise

Training

Training

: Intermediate

: Extreme - I love it!

:

1-3 years

Motivation sassion

Motivation sassion

: Intermediate

: Extreme - I love it!

:

1-3 years

Sales

Sales

: Intermediate

: High

:

1-3 years

Hospitality

Hospitality

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Communicator, Hard worker, Presenter, Problem Solver, Supportive

Online Presence

https://www.linkedin.com/in/eman-kamal-717a14a9https://m.facebook.com/eman.kamal.1481?ref=bookmarks

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