Basic Info

Ahmed Shaaban

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Supervisor at Teleperformance

Experience Details

Supervisor

Customer Service/Support

Manager

Supervises, plans and manages functions related to Call Center work area.
Oversees and directs the day-to-day activities of telephone operators and
Call center agents.
Acts as a source of information and answers operator/agents questions,
Assigns tasks, follows up and gives instructions as necessary.
Carries out supervision, coaching, call monitoring, training, reviewing and
Disciplining of all operators/agents.
Attends, follows up & resolves customer complaints.
Carries out performance monitoring, measurement and evaluation of all
Operators/agents to improve efficiency.
Ensure that team members obtain the appropriate training and support to
Best apply their knowledge and skills on the job.
Compiles and maintains lists of key and on-call schedules & personnel,
And ensures all lists are available to operators for use as required.
Prepares and directs scheduling, monitors operators’ attendance, schedules
Shifts & breaks as necessary.
Performs other similar or related duties, as assigned, such as updating
Databases, coordinating activities related to repair and maintenance of
Equipment, ordering materials and supplies, etc.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.Teleperformance.com

Jan 2016 to present (11 months)
Quality Monitoring Coordinator at Teleperformance

Experience Details

Quality Monitoring Coordinator

Customer Service/Support

Experienced (Non-Manager)

Monitoring the quality of all kinds of any interaction with the customer whether " Inbound, Outbound, emails...." that we are getting to ensure that our clients are getting the best service ever. We do care about customer satisfaction.
We are making sure that the process is in place.
Auditing on the short calls, long calls, invalid Hold & the Back office agents interactions on the customer's complaints.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.Teleperformance.com

Nov 2015 to Jan 2016 (2 months)
Quality Monitoring Analyst at Xceed Call Center

Experience Details

Quality Monitoring Analyst

Quality

Manager

 Promoted at Xceed call center, Maadi (Technology Center) as Quality Monitoring analyst to monitor the below Lobs;

Monitored “Du Account” for multiple Lobs such as (Consumer Back office, Enterprise Back office & Enterprise Front office).

Monitored another accounts such as (Maghrabi & Master Card priceless Arabia).

Delegated as Quality Monitoring Specialist for 3 Months.


Company Details

Xceed Call Center (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

www.Xceedcc.com

May 2014 to Nov 2015 (1 year 6 months)
Senior Back office Agent ( Consumer & Enterprise ) at Xceed Call Center

Experience Details

Senior Back office Agent ( Consumer & Enterprise )

Customer Service/Support

Manager

* Coaching the BO agents for their Mistakes while handling the Customers complaints.

* Performing analysis regarding our Backlog, Ageing TTs.

* Performing action plan and proposal to reach our Service Level for our Metrics.

*Conducting Coaching Sessions and delivering new updates to BO agents.

* Delivering Training to BO agents regarding any new Tool or New Topic in the product.

*Conducting One 2 One sessions to BO agents to review their performance for the previous Month.


Company Details

Xceed Call Center (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

http://www.xceedcc.com/Home/

Oct 2013 to Apr 2014 (6 months)
Back office Agent ( Consumer & Enterprise ) at Xceed Call Center

Experience Details

Back office Agent ( Consumer & Enterprise )

Customer Service/Support

Experienced (Non-Manager)

Solving the Customers complaints by escalating the cases to the concerned departments and once the issue got solved we are calling the customer and provided him with our solution regarding his complaints.


Company Details

Xceed Call Center (multinational)

caior, Egypt

More than 1000 employees

Consumer Services

http://www.xceedcc.com/Home/

Apr 2012 to Sep 2013 (1 year 5 months)
Customer service Representative at Xceed Call Center

Experience Details

Customer service Representative

Customer Service/Support

Experienced (Non-Manager)

Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution


Company Details

Xceed Call Center (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

http://www.xceedcc.com/Home/

Nov 2010 to Mar 2012 (1 year 4 months)
Public Relation Employee at Petro-trade ( Oil & Natural Gas Company)

Experience Details

Public Relation Employee

Tourism/Travel

Experienced (Non-Manager)

My Rule;

To enhance the company's Image in front of our Clients.
Organize meetings for VP persons in the company.
Organize with the Hotels for our employee accommodation in case there was need to travel to another City for business purpose.
Organize party for the employee's Sons for their success.
Organize Trips for our Employees in the summer.


Company Details

Petro-trade ( Oil & Natural Gas Company)

Cairo, Egypt

More than 1000 employees

Oil and Gas

NA

Apr 2006 to Nov 2010 (4 years 7 months)

Achievements


*Got more than certificate 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.

Education

Tourism & Hotel Managment in Tourism studies

Education Details

Tourism & Hotel Managment

Tourism studies, Marketing, Public Relations

Helwan University, Egypt

A / Excellent / 85 -100%

*Tourism Studies *Accounting. *Public relations. *Marketing. *Aviation. *History.

N/A

Helwan University
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El Khossous Secondary School

Egypt

2006

A / Excellent / 85 -100%

N/A

El Khossous Secondary School
2006

Certifications

EDU Egypt
Aug 2010

Certificate details

EDU Egypt

Aug 2010

900 out of 1000

http://NA

NA

Ministry of Higher Education & Ministry of Communication and information Technology

The Course was to Enhance our English language & give introduction about Business process outsourcing industry.
Provide extra knowledge about customer service.

Training and Courses

Training/Course Details

Soft Skills & Inbound Supervision

Jun 2015

Xceed Call Center

N/A

Training/Course Details

COPC Introduction Course

May 2014

Xceed Call Center

The approach is an instrument to measure performance and quality of customer contacts. The findings of approximately 200 leading customer contact centres worldwide have served as a model for this standard. Companies can only work with this standard if they are certified.

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

AdaptiveAnalyticalAnalytical ToolsArabicBSCSBack Office Agent ( Consumer & Enterprise )COPC Introduction CourseCRM ApplicationConsumer ServicesCustomer ServiceCustomer Service RepresentativeCustomer-orientedDetails-orientedEDU EgyptEnglishFlexibleFootballFrenchHLRLeaderMS OfficeManagementMarketingMicrosoft OfficeOffshoringOil And GasOutsourcingPublic Relation EmployeePublic RelationsQuality AssuranceQuality ControlQuality Monitoring AnalystQuality Monitoring CoordinatorReadingSelf-StudySenior Back Office Agent ( Consumer & Enterprise )Soft Skills & Inbound SupervisionSupervisorSupportSwimmingTelecommunication ApplicationsTeleperformanceTourismTourism StudiesTravelXceed Call Center

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

CRM Application

CRM Application

: Expert

: Extreme - I love it!

:

5-7 years

BSCS

BSCS

: Expert

: Extreme - I love it!

:

5-7 years

HLR

HLR

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Expert

: High

:

More than 7 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

MS Office

MS Office

: Expert

: High

:

More than 7 years

Analytical Tools

Analytical Tools

: Advanced

: High

:

5-7 years

Management

Management

: Advanced

: High

:

1-3 years

Telecommunication applications

Telecommunication applications

: Advanced

: High

:

5-7 years

Key Skills

Analytical, Leader, Customer-oriented, Flexible / Adaptive, Details-oriented

Online Presence

https://www.linkedin.com/in/ahmed-abdelmoneim-57288b104?trk=nav_responsive_tab_profile_pic

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