Basic Info

Ahmed Shaaban

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Acting as OPs Supervisor at Teleperformance

Experience Details

Acting as OPs 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 (1 year 10 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)

Cairo, 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 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.

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

Understand the importance of Soft Skills Understand how inbound contact centers work Understand how management and employees can collaborate to increase revenues Know how to calculate some of the KPIs Know what KPIs that are really important to the Management

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.

Training/Course Details

Leadership Course

Feb 2017

Teleperformance

Leadership course contains; Management Styles. Know your Team and how to lead your Team effectively. Conflict Management.

Training/Course Details

Presentation Skills

Jan 2017

Teleperformance

To enhance Presentation skills while delivering Training or presenting our account Figures.

Training/Course Details

Coaching Techniques

Mar 2017

Teleperformance

How to Deliver Coaching and Feedback to your team members in best way.

Training/Course Details

How To Create An Action Plan Effectively

Feb 2017

Teleperformance

Understand the importance of action planning Set SMART targets Set a step by step action plan

Training/Course Details

Operations Financials

Mar 2017

Teleperformance

Identify our main Internal KPIs. Understand the way they are measured and monitored for maximum efficiency. Tackle the root causes of KPIs failure to improve them. Understand how to Maximize our profit Know the effect of any decision on our financials

Training/Course Details

Quality Assurance Knowledge

Oct 2016

Teleperformance

List the importance and the frequency of conducting Spot Checks Differentiate between different QA Reports Understand the differences between Internal and External (Client) Calibrations Able to follow the BEST Quality Assurance standards and guidelines Apply DMAIC improvement process/model Use the Correlation Analysis effectively

Training/Course Details

Analysis

Nov 2016

Teleperformance

Characteristics of Data Investigate through CUIKA method Analysis methods; Root Cause Analysis Correlation Method Pareto concept

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Profile Skills and Keywords

Acting As OPs SupervisorAnalysisAnalyticalAnalytical ToolsArabicBSCSBack Office Agent ( Consumer & Enterprise )COPC Introduction CourseCRM ApplicationCoaching TechniquesConsumer ServicesCustomer ServiceCustomer Service RepresentativeDetails-orientedEDU EgyptEnglishFootballFrenchHLRHow To Create An Action Plan EffectivelyInnovativeLeaderLeadershipLeadership CourseMS OfficeManagementMarketingMicrosoft OfficeOffshoringOil And GasOperations FinancialsOutsourcingPresentation SkillsProblem SolverPublic Relation EmployeePublic RelationsQuality AssuranceQuality Assurance KnowledgeQuality ControlQuality Monitoring AnalystQuality Monitoring CoordinatorReadingSelf-StudySenior Back Office Agent ( Consumer & Enterprise )Soft Skills & Inbound SupervisionSupportSwimmingTelecommunication 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

Leadership

Leadership

: Expert

: Extreme - I love it!

:

3-5 years

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

:

3-5 years

Telecommunication applications

Telecommunication applications

: Advanced

: High

:

5-7 years

Key Skills

Analytical, Leader, Problem Solver, Details-oriented, Innovative

Online Presence

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

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