Basic Info

Ahmed Abd El-Hay

5 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Support Team leader at OneCard

Experience Details

Customer Support Team leader

Customer Service/Support

Experienced (Non-Manager)

 Trainer.
 Responsible for leading call center team.
 Maintaining team performance.
 Setting operation objectives and requirements.
 Responsible for hiring process.
 Work force (Scheduling process).
 KPIS reports.
 Auditing & maintaining work quality.
 Daily, weekly & monthly reports.
 Handling Chats, tickets, mails & phone calls.
 Maintaining & increasing customer satisfaction.
 Solving customers’ problems & Escalations.


Company Details

OneCard

Cairo, Egypt

N/A

Internet/E-commerce

WWW.onecard.net

Apr 2012 to present (4 years 8 months)
Call center agent at Mobinil

Experience Details

Call center agent

Customer Service/Support

Entry Level

Job description:
 Handling calls with customers.
 Solving customers’ problems.
 Maintaining & increasing customer satisfaction.


Company Details

Mobinil

Cairo, Egypt

More than 1000 employees

Telecommunications

www.mobinil.com

Jul 2011 to Apr 2012 (9 months)
Call center agent at Vodafone

Experience Details

Call center agent

Customer Service/Support

Entry Level

Job description:
 Handling calls with customers.
 Solving customers’ problems.
 Maintaining & increasing customer satisfaction.


Company Details

Vodafone

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jul 2010 to Nov 2010 (4 months)

Achievements


a) 6 times out of 9 "Employee of Month"
b) Best Performance as Agent "2012"
c) Best Performance as Shift manager "2013 - 2014"
d) Best Performance as Team leader "2015"


Best AHT for 4 continuous months.


Best AHT for 2 months


N/A

Education

BSc in Accounting

Education Details

BSc

Accounting

Ain Shams University, Egypt

Not specified

N/A

N/A

Ain Shams University
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Dar El-Saada Experimental language school

Egypt

2005

A / Excellent / 85 -100%

N/A

Dar El-Saada Experimental language school
2005

Training and Courses

Training/Course Details

ICDL

Nov 2008

Ministry of communication

N/A

Training/Course Details

Computerize Accounting

Apr 2009

Vision Academy

N/A

Training/Course Details

FGF-Basic Business Skills Acquisition (BBSA)

Jun 2010

AMIDEAST & Global Knowledge

Course Curriculum:  Developed Business English Language  Computer Skills (MS Office 2003).  Acquired basic business skills.  Dale Carnegie training.  Career Advancement in customer service.  Graduation project.

Training/Course Details

Oracle E-Business Suite Financial Track R12

Aug 2011

Next Academy

N/A

Training/Course Details

Middle Management course

Jan 2014

Knowledge Academy Powered by 8 Gates education center.

N/A

Training/Course Details

Senior Management course

Jan 2015

Knowledge Academy Powered by Ministry of communication & information Technology

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingArabicCall Center AgentComputerize AccountingCreativeCustomer ServiceCustomer SupportCustomer Support Team LeaderDrivingE-commerceEnglishFGF-Basic Business Skills Acquisition (BBSA)Hard WorkerICDLInternetLeaderLearning New SkillsMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft WordMiddle Management CourseMusicNavigating The InternetOracle E-Business Suite Financial Track R12Playing FootballPositive PeopleProblem SolverSenior Management CourseSportsSupportSupportiveTelecommunications

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Microsoft Word

Microsoft Word

: Advanced

: High

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: High

:

1-3 years

Microsoft Excel

Microsoft Excel

: Intermediate

: High

:

1-3 years

Microsoft Outlook

Microsoft Outlook

: Intermediate

: High

:

1-3 years

Fields of Expertise

Customer Support

Customer Support

: Expert

: High

:

5-7 years

Accounting

Accounting

: Beginner

: Medium

:

Less than 1 year

Key Skills

Leader, Hard worker, Creative, Problem Solver, Supportive

Online Presence

https://www.facebook.com/Hamadaaaaaaaaaaaaaaaahttps://twitter.com/lordabdelhay3

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