Zeinab Sayed Mohamed

Head of Contact Center and operation managementFull Time

• Job Details: Monitors call volume and related activities on a daily basis; provides management with periodic reports to improve achieving objectives.  Oversees the daily operations of Communications of contact center through different channels “Hotline, whtsapp, chats & e-mails.  Responsible for contributing to the development and training of employees.  Oversees the daily and major operations concerns and shared it with Top management.  Maintains knowledge base to the call center team.  Conducts Quality Assurance activities (e.g., call monitoring, database review, coaching.  Coordinate with outpatient department for a better and smooth operations.  Enhancing customer satisfaction, customer loyalty .  Utilized CRM systems to manage customer interactions & increase efficiency

• Call Center & E Commerce SupervisorFull Time

• Job Details: Follow order management cycle from Ecommerce platform  Follow up with all vendors “Stocks, Courier Company.  Managing Sales Orders includes management of sales order entry, stock allocation, and billing cycle.  Hiring/training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with Company services or products.  Set up call center launching, set processes and cycles.  Ensuring call center representatives understand and comply with all call center objectives/performance standards and policies  Identifying operational issues and suggesting/implementing possible improvements.  Monitoring/evaluating call center representatives’ performance, providing learning or coaching opportunities, and taking corrective action, if necessary.  Preparing reports and analyzing data to assist management as they determine call center goals

Call Center SupervisorFull Time