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Ahmed Abdel Moneim Shaaban

Success doesn't come to you,you go to it

Cairo, Egypt
  • Customer Service
  • MS Office
  • Coaching Methods and Techniques
  • Presentation Skills
  • Management

Work Experience

  • QA SME "Team Leader" at Teleperformance

    Jan 2016 to May 2018 · 2 Years 11 Months
  • Quality Monitoring Coordinator at Teleperformance

    Nov 2015 to Jan 2016 · 3 Months
  • Quality Monitoring Analyst at Xceed Call Center

    May 2014 to Nov 2015 · 1 Years 9 Months
  • Senior Back office Agent ( Consumer & Enterprise ) at Xceed Call Center

    Oct 2013 to Apr 2014 · 7 Months

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Education

  • Tourism & Hotel Managment in Tourism studies

    Helwan University - Egypt 2006 to 2010 · 4 Years
  • High School - Thanaweya Amma

    El Khossous Secondary School - Egypt 2006

Achievments

Applying COPC QA Approach for DU account within Teleperformance. Got certificates from Xceed call center as Top performer in different Lobs such as Consumer Front office as an agent, BO Consumer agent ,Senior BO agent, QM monitoring analyst. Got certificates from DU company (our client) for my great performance i did it in first quarter in 2011 & second quarter in 2012. Got Certificate form Du Company for my dedicated efforts to enhance the Quality process and to create template for the majority of Audits that are used by Quality Team to observe the agents transactions with our Customers.

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Skills
Tools and Fields of Expertise

  • Customer Service
  • MS Office
  • Coaching Methods and Techniques
  • Presentation Skills
  • Management
  • CRM Application
  • BSCS
  • HLR
  • Microsoft Office
  • Leadership
  • Telecommunication applications
  • Analytical Tools

Languages

  • Arabic

    Fluent
  • English

    Advanced
  • French

    Beginner

Training & Certifications

  • Coaching Techniques

    Teleperformance · 2017
  • Operations Financials

    Teleperformance · 2017
  • Leadership Course

    Teleperformance · 2017
  • How To Create An Action Plan Effectively

    Teleperformance · 2017
  • Presentation Skills

    Teleperformance · 2016
  • Analysis

    Teleperformance · 2016
  • Quality Assurance Knowledge

    Teleperformance · 2016
  • Soft Skills & Inbound Supervision

    Xceed Call Center · 2015
  • COPC Introduction Course

    Xceed Call Center · 2014
  • EDU Egypt

    Ministry of Higher Education & Ministry of Communication and information Technology · 2010