Basic Info

Reem Abd Elkader

5 years

Giza Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

Assistant Contact Center Manager at Teleperformance Egypt

Experience Details

Assistant Contact Center Manager

Customer Service/Support, Operations/Management

Manager

- Setting Monthly and weekly strategy of the contact center.
- Coordinate monthly strategy implementation with other departments ( scheduling, QA,
Training, etc.)to achieve required service level. - Communicate weekly and monthly targets & results with the client. - Hold daily & weekly meetings for supervisors to discuss business current status. - Manage and monitor KPIs of the whole contact center team.
- Set business failed attributes action plans in coordination with supervisors. - Develop supervisors through weekly educational learning plans.
- Set Supervisors’ weekly schedule and rotational shifts according to business needs and
rush hours. - Check monthly P&L comparing expenses against budget and profit and initiating long-term
plans for enhancing gross margin.


Company Details

Teleperformance Egypt (multinational)

CAIRO - EGYPT, Egypt

More than 1000 employees

Consumer Services

N/A

Mar 2016 to May 2016 (2 months)
Contact Center Supervisor at Teleperformance Egypt

Experience Details

Contact Center Supervisor

Customer Service/Support

Experienced (Non-Manager)

Manage a team of 20 representatives in terms of operational KPIs.
- Provide weekly reports to management about team's performance and most failed
attributes. - Set proper action plans to tackle most failed employees. - Hold weekly meetings to discuss team's current status and required action plans.
- Hold weekly and monthly refreshment sessions to develop failed KPIs and
employees.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Sep 2014 to Mar 2016 (1 year 6 months)
Support Specialist Team Leader at Teleperformance Egypt

Experience Details

Support Specialist Team Leader

Customer Service/Support

Experienced (Non-Manager)

Managing a team of support specialists with the below roles: - Supporting customer service representatives & answering their product
Knowledge related questions. - Handling escalation calls to ensure customer's satisfaction. - Reporting most frequently asked questions to supervisors to properly hold
Refreshment sessions


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Sep 2013 to Sep 2014 (1 year)
QA Coordinator at Etisal International

Experience Details

QA Coordinator

Quality

Experienced (Non-Manager)

- Audit accuracy within sales calls as well as to compliance to company’s procedures.
- Ensure legality of sales conducted by sales agents by monitoring calls & reviewing
terms and conditions with potential customers.
- Report most frequently mistakes to sales supervisors to properly coach sales agents.


Company Details

Etisal International

Cairo, Egypt

101-500 employees

Consumer Services

N/A

Sep 2012 to Sep 2013 (1 year)
Contact Center Representative at Stream Global Services

Experience Details

Contact Center Representative

Customer Service/Support

Entry Level

- Handle customers’ issues, trying to find proper resolutions for their problems.
- Work on delivering the customer satisfaction in each and every single call while
achieving the rest of the required KPIs.


Company Details

Stream Global Services (multinational)

Cairo egypt, Egypt

501-1000 employees

Consumer Services

N/A

Jul 2011 to Sep 2012 (1 year 2 months)

Achievements


Getting promoted in every single position I applied for while working for Teleperformance Egypt. Recognized as best supervisor twice while working as a contact center supervisor in Teleperformance Egypt. Getting promoted to a QA coordinator after only 2 months working as a sales executive in Talk3 Egypt

Education

Bachelor's Degree in English

Education Details

Bachelor's Degree

English

Faculty of Al-alsun, Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Al-alsun, Ain Shams University
2006 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Bahteem Althanwya Banat

Egypt

2006

A / Excellent / 85 -100%

N/A

Bahteem Althanwya Banat
2006

Training and Courses

Training/Course Details

ALISON ABC IT - Computer Training Suite

Jan 2011

Alison.com

N/A

This profile is fresh!
Last update 2 days ago.

Jobseeker photo

Profile Skills and Keywords

ALISON ABC IT - Computer Training SuiteArabicAssistant Contact Center ManagerBusiness-orientedConsumer ServicesContact Center RepresentativeContact Center SupervisorCustomer ServiceEnglishExecutorFrenchHard WorkerLeaderManagementMicrosoft ExcelMicrosoft OfficeMicrosoft WordPresenterQA CoordinatorQuality AssuranceQuality ControlReading Novels- Watching Talk Shows- Playing Video Games-DessertsStream Global ServicesSupportSupport Specialist Team LeaderTeleperformance Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Beginner

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Excel

Microsoft Excel

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Executor, Leader, Business-oriented, Hard worker, Presenter

Online Presence

https://www.facebook.com/reem.elfattah

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