Basic Info

Mohamed Reda

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

English/Spanish Instructor at Berlitz Egypt

Experience Details

English/Spanish Instructor

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

• Using Berlitz methodology teaching languages to clients (only speaking the target language all the time)
• Following up on clients' performance and language skill improvement
• updating progress reports for the clients
• Conducting English/Spanish exams to evaluate the performance and determine whether to be transferred to a higher level


Company Details

Berlitz Egypt

Cairo, Egypt

501-1000 employees

Education

http://www.berlitzegypt.com

Jul 2013 to present (4 years 1 month)
Language Academy Trainer at Teleperformance

Experience Details

Language Academy Trainer

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

• Deliver diverse English courses for both external and internal personnel for TP
• Classes will be made of minimum 15 students and maximum 30. With passing rate of 70% as a target.
• Create, update and enhance Language Academy material for classes.
• Conducting Language Academy interviews and following up on LA Graduates Interviews and hiring.
• Conducting Training Need Analysis for existing agents and pointing out areas of improvement.
• Listening to calls for existing agents to identify areas of improvement and track the improvement of LA graduates.
• Assisting Ops and PK Trainer’s in overcoming New Hire Agents’ language issues.
• Working with Soft Skills trainers to fine tune any account specific language aspects and concerns to be addressed during the culture training.
• Delivering Soft Skills Training with language focus on occasion.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.teleperformance.com

May 2016 to present (1 year 3 months)
Contact Center Supervisor at Teleperformance Egypt

Experience Details

Contact Center Supervisor

Customer Service/Support, Tourism/Travel

Manager

• Responsible for direct supervision of 15 to 20 Customer Service Representatives.
• Ensures daily performance metrics are being met or exceeded. Examples include Quality Metrics, Service Level Metrics and Schedule Adherence Metrics.
• Dividing daily work into 80% of the day for coaching and educating agents on how to improve performance and 20% for other tasks and duties.
• Create an environment focusing on fun and enthusiasm, as well as, accountability.
• Take initiative and show leadership by proactively communicating with the Operation’s Managers on how to improve program performance.
• Administer coaching and disciplinary action when appropriate.
• Performs other related duties and assignments as required and as assigned by supervisor or manager


Company Details

Teleperformance Egypt

Cairo, Egypt

More than 1000 employees

Consumer Services , Business Services - Other

https://www.teleperformance.com

Oct 2011 to Apr 2013 (1 year 6 months)
Contact Center Representative at Teleperformance Egypt

Experience Details

Contact Center Representative

Customer Service/Support, Tourism/Travel

Experienced (Non-Manager)

• Ensure client satisfaction by offering specialized advice
• Actively listen and pay attention to client issues.
• Resolve client queries and problems according to the TP values and client procedures.
• Respond to & record consumer enquiries and questions raised through phone lines for customers.
• Maintain accurate data input of consumer enquiries, questions and enter feedback on the customer services database.
• Ensure client complaints are dealt with and logged in line with the company’s complaints escalation policy.
• Provide a high level of customer service to clients at all times.
• Ensure all support calls and (when applicable) emails are answered and resolved within the agreed SLAs and logged appropriately.
• Work effectively as part of a team, developing effective and supportive relationships with colleagues.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Business Services - Other, Consumer Services

http://www.teleperformance.com

May 2010 to Oct 2011 (1 year 5 months)

Achievements


I have learned Spanish in 18 months. I maintained number 1 team as a contact center supervisor for 4 months consecutively.

Education

Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Cairo University, Egypt

C / Good / 65 - 75%

Accounting

N/A

Cairo University
2005 - 2015
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Amal Language School

Egypt

2005

B / Very Good / 75 - 85%

N/A

Amal Language School
2005

Training and Courses

TOURISM at TICO
May 2010

Training/Course Details

TOURISM

May 2010

TICO

Certified Travel Agent as per Travel Industry Council of Ontario(TICO).

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAdaptiveAdventureArabicBusiness Services - OtherConsumer ServicesContact Center RepresentativeContact Center SupervisorCustomer ServiceDancingEducationEnglishEnglish/Spanish InstructorFlexibleFoodInnovativeLanguage Academy TrainerMicrosoft OfficePresenterReadingSocialSpanishSupportTeaching And TrainingTeam PlayerTelecommunicationsTeleperformanceTeleperformance EgyptTourismTravelTravelingWatching Movies

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Spanish

Spanish

: Advanced

: Intermediate

: Intermediate

: Advanced

Tools and Technologies

Microsoft Office

Microsoft Office

: Beginner

: Medium

:

Less than 1 year

Fields of Expertise

Customer service

Customer service

: Advanced

: High

:

3-5 years

Teaching and Training

Teaching and Training

: Advanced

: Extreme - I love it!

:

3-5 years

Tourism

Tourism

: Intermediate

: Medium

:

1-3 years

Key Skills

Presenter, Flexible / Adaptive, Innovative, Social, Team Player

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