Basic Info

Mohamed Nadem

7 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Call center supervisor at El Abd Group company

Experience Details

Call center supervisor

Customer Service/Support, Education/Teaching, Marketing/PR/Advertising

Experienced (Non-Manager)

• Established call center for the group companies related to el Abd Group
• Set call scenario and build data base for the call center with the company products and services to provide customer with the required detail on call
• Train the call center staff for the required skills , to meet the requirement of the company
• create the required process and KPI’s for the call center
• handling with the marketing team the new offers and the way communication channels to deliver for the customers
• set developing plan for the call center and the communication way with all the company department to enhance the Quality of service and work flow
• handling with the marketing team the new offers and the way communication channels to deliver for the customers
• set developing plan for the call center and the communication way with all the company department to enhance the Quality of service and work flow




Company Details

El Abd Group company

Cairo, Egypt

501-1000 employees

Consumer Services , Supermarkets , Travel and Tourism

N/A

Apr 2016 to present (8 months)
Customer service and after sale service at LuLu hayper market

Experience Details

Customer service and after sale service

Customer Service/Support

Experienced (Non-Manager)

After sale service and customer delivery supervisor

Tasks:
• Schedule and managing all the delivery process staring from sale till deliver for the customer
• Follow with the customer and delivery department to make sure of follow the schedule and not delayed on the plan
• Contact with payers and suppliers for the third part delivery items and follow with them the delivery flow
• Check and handle any issue related to defected electronic devices returned from customer side after sell
• Follow with the suppliers maintenance department for the defected devices to repair or get technical report to clear the issue
• Coordinate with the suppliers , payers and house holding for the out of stock items and arrange new orders for the store stock
• Make market survey to compare about market selling price and compatetor


Company Details

LuLu hayper market (multinational)

Cairo, Egypt

N/A

Consumer Services , Supermarkets , Retail

N/A

Oct 2015 to Apr 2016 (6 months)
Call center supervisor at Raya Contact Center

Experience Details

Call center supervisor

Customer Service/Support

Experienced (Non-Manager)

working as call center supervisor for Ahly united bank call center


Supervised Call Center’s administrative processes and procedures.
• Monitored calls and metric switch check every transaction done by the call center agent to make sure appling the bank process
, provided feedback, coaching, and reporting on data.
• Audited, coached, and trained Customer Service Representatives.
• Provided feedback and documented accordingly including annual performance reviews.
• Participated in the recruiting and interviewing process.
• Lead a team of employees and managed assets under their control.
• Monitored and provided feedback and coaching of team members per the quality standards.
• managing by walking around ( MBWA ) by handling all the aria issue and provide fast solution to keep the floor aria with the required industry to keep the require atmosphere as call center
• handling floor supervisor task, as managing by real time for the entire aria with all required methods and solutions to save and achieving the SLA for the day


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Banking

N/A

Apr 2015 to Oct 2015 (6 months)
Call center team leader at Raya Contact center

Experience Details

Call center team leader

Customer Service/Support

Experienced (Non-Manager)

• Supervised Call Center’s administrative processes and procedures.
• Monitored calls and metrics, provided feedback, coaching, and reporting on data.
• Audited, coached, and trained Customer Service Representatives.
• Provided feedback and documented accordingly including annual performance reviews.
• Participated in the recruiting and interviewing process.
• Lead a team of employees and managed assets under their control.
• Monitored and provided feedback and coaching of team members per the quality standards.
• managing by walking around ( MBWA ) by handling all the aria issue and provide fast solution to keep the floor aria with the required industry to keep the require atmosphere as call center
• handling floor supervisor task, as managing by real time for the entire aria with all required methods and solutions to save and achieving the SLA for the day


Company Details

Raya Contact center (multinational)

Egypt

More than 1000 employees

Consumer Services

N/A

Apr 2013 to Apr 2015 (2 years)
Call center team leader at Etisal international

Experience Details

Call center team leader

Customer Service/Support

Experienced (Non-Manager)

• Hired staff, identified behaviors and coached employees to be outstanding performers.
• Identified and reinforced positive behaviors through formal and informal reward and recognition.
• Encouraged and developed teamwork among others and themselves.
• Managed delivery of customer and employee satisfaction and achieved scorecard and client goals.
• Adhered to corporate and client policies, procedures and guidelines.
• Interpreted and communicated corporate and business expectations to all team members


Company Details

Etisal international (multinational)

Cairo, Egypt

N/A

Consumer Services

N/A

Apr 2010 to Apr 2013 (3 years)
Call center agent at Etisal international

Experience Details

Call center agent

Customer Service/Support

Entry Level

• As customer service agent my main rule was handling customer cross phone and answer all inquiries , request and complaints related to the company and handle them probably , according to the company polices and proceeds .
• Working in as team work with all the team members by sharing experience and support each other to achieve the KPI’s Targets.
• Handle the assign tasks from the team leader , as extra mile to develop my skills
• Escalate any repeated issue on Q , to the Floor supervisor to escalate the case to the concerned department and solve the issue
• Train the new commers in team how to handle the difrent cases and supporting thim to avoid any failing during the calls .


Company Details

Etisal international (multinational)

Cairo, Egypt

N/A

Consumer Services

N/A

Aug 2008 to Apr 2010 (1 year 8 months)

Achievements


as call center supervisor for El Abd Group my role was creating and establish call center to serve the group of companies in it’s different failed , and that by set clear process for the call center agent , set KPI’s to measure the performance , train the call center agent to how to handle the customer and how to be professional call center agent , by another hand cooperate with the Marketing team the new companies and market survey


My main rule was saving customer satisfaction from the market service starting from the launching , and that required strong communications channel with the marketing team , buyers , and supplier . to be able to provide the customer with the best solution for his problem based on the company police , with good communication with the customer and scheduling the delivery orders for the heavy items to avoid any delay





As recommended member from Etisalat top management to transfer from Etisal international to Raya Contact center ( both outsourcing company for Etisalat Egypt call center ) I had big challenge to achieve all the required figures for the client and that by planning and set action plan for every single figure in the KPI’s required from there side , and that’s reflected to achieve the first rank in the KPI’s overall the project for three counties months , with new team starting from training


I promoted to be call center team leader in the project after about one year of login , that was great challenge to prove that I deserve these position , with new team .that’s required learn more skills and develop new techniques to manage and lead team to achieve the result , by the end i was recommended to lead different teams in same project by different customer segmentation till leading team serving the Technical support ADSL customer and recommended by the Etisalat outsourcing management to transfer to Raya Contact center to establish new Q related to Etislat


I promoted to be call center team leader in the project after about one year of login , that was great challenge to prove that I deserve these position , with new team .that’s required learn more skills and develop new techniques to manage and lead team to achieve the result , by the end i was recommended to lead different teams in same project by different customer segmentation till establish technical support Q in Etisalat which serving the ADSL customer , and recommended from Etisalat outsource management to transfer To Raya Contact center to enhance and build develop plan in the other company





Remarkable supervisory experiencein call center Expertise in providing and receiving coaching and feedback Good understanding of call center operations Proficient with MS Office suite and center technology Ability to review departmental processes and work flows with view of improving efficiency Ability to oversee, establish and document departmental procedures Ability to update database with accurate information in a timely manner Ability to assist in role playing with teammates to gain confidence and experience Exceptional leadership, management and motivational skill

Education

Bachelors of art English section in language and translation

Education Details

Bachelors of art English section

language and translation

Cairo University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Cairo University
2008 - 2011

Training and Courses

Training/Course Details

on Track

Aug 2015

raya contact center

N/A

Training/Course Details

leader chip

Jul 2012

etisal international

N/A

Training/Course Details

coaching skills

Nov 2010

etisal international

N/A

This profile is not updated!
Last update more than 3 months ago.

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Profile Skills and Keywords

AdaptiveBankingCall Center AgentCall Center OperationCall Center SupervisorCall Center Team LeaderCarsCoachingCoaching SkillsCommunication SkillsComputer SkillsConsumer ServicesCustomer ServiceCustomer Service And After Sale ServiceCustomer-orientedEnglishEtisal InternationalFlexibleHard WorkerLanguage And TranslationLeaderLeader ChipLeadershipLuLu Hayper MarketManagementMarketingOfficeOn TrackRaya Contact CenterReadingRetailSupermarketsSupportSupportiveSwimmingTravel And Tourism

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

office

office

: Advanced

: High

:

5-7 years

Computer Skills

Computer Skills

: Advanced

: High

:

More than 7 years

Communication Skills

Communication Skills

: Advanced

: High

:

5-7 years

Leadership

Leadership

: Intermediate

: High

:

5-7 years

coaching skills

coaching skills

: Intermediate

: High

:

5-7 years

Fields of Expertise

customer service

customer service

: Advanced

: High

:

5-7 years

call center operation

call center operation

: Intermediate

: High

:

5-7 years

Management

Management

: Intermediate

: High

:

5-7 years

coaching

coaching

: Intermediate

: High

:

3-5 years

Key Skills

Leader, Hard worker, Customer-oriented, Flexible / Adaptive, Supportive

Online Presence

Mohamed,nadem1@gmail.comMohamed,nadem1@gmail.com

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