Ahmed Hamdy Hammad zayan
Quality Assurance Head at Etisal International
Ain Shams, Cairo, EgyptWork Experience
Quality Assurance HeadFull Time
- Job Details:In effixcy communication company inside Etisal International company. Managed quality assurance and operational support for chat accounts using COPC systems, focusing on Non-Critical, Business-Critical, End User-Critical and Compliance cases. - Inbound / Outbound calls and Inbound/Outbound chat. - Action Plan within 6 months. - Building Quality Systems from Zero & (Monitoring Sheet, Reporting Sheet, Quality Policy, FAQs and Scripting for Advairs, Quality Dashboard). - Quality Daily/Weekly/Monthly Reporting. - Coaching and Training on mistakes.
Data Entry / LabelerFull Time
- Job Details:- Labeled data for the Tesla autonomous driving system, utilizing the GULP system to enable vehicle navigation and AI-based decision-making. - Handled over 200 frames of image data to ensure traffic recognition, including parking systems and traffic light detection. - Tasks: Image 200 Fream in parking, CLM A110, Fream range A110, 200 Fream Image 200, Fream Traffic light.
Account manager sales (TAM)Full Time
Dec 2022 - Jul 2023 -7 months
Egypt , Cairo
- Job Details:- Sales on Managed business accounts and delivered IoT solutions, including GPS programs, cloud systems, and fingerprint attendance systems. - Sales on Implemented business SMS bundles and data solutions, improving business client satisfaction, increasing sales of MiFi, USB at-home services, business Lines, Offer on business Bundles, - Sales on 300 Company & Follow up with them always on WhatsApp and Outbound calls
Supervisor complain teamFull Time
Jun 2022 - Dec 2022 -6 months
Egypt , Cairo
- Job Details:- Led a complaint resolution team, ensuring compliance with customer service Kip’s is (FCR, AHT, NPS). - Took corrective action on cases involving wrong information, abuse, over-promising by providing performance feedback through FBL (Feedback-based learning). - Listen Inbound/Outbound Calls, Send Feedback to Leaders in Floor and make Reporting to ER with mistake to take Action with Agents. - Take in 50/60 Vendor Escalations Every day.
TeamleaderFull Time
Jan 2021 - Jun 2022 -1 yr, 5 months
Egypt , Cairo
- Job Details:Team leader for a one year and half , we have target with my team must achievement like (AHT, QUALITY,NPS,FCR) My team was 20 to 25 agent
Technical Support RepresentativeFull Time
Sep 2020 - Sep 2021 -1 yr
Egypt , Cairo
- Job Details:Provided back-office technical support, conducting training for new agents to enhance productivity and knowledge on handling complex customer inquiries. - Supported real-time issue resolution, ensuring adherence to company’s quality standards. Technical Support Task (Back-office) Account 888 Vodafone
Customer Care CoordinatorFull Time
Sep 2019 - Sep 2020 -1 yr
Egypt , Cairo
- Job Details:Delivered customer service excellence by meeting NPS, FCR, AHT, quality call targets. Resolved issues efficiently, contributing to improved customer satisfaction, sales via Next Best Action (NBA) strategies.
Education
Bachelor's Degree in Art's geography department GIS
Ain Shams University (ASU)Jan 2023
Languages
English
Advanced