Basic Info

Amr Saleh

6 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

After sales Sites Supervisor at E-Finance

Experience Details

After sales Sites Supervisor

Operations/Management

Manager

 Manage and control the customer service of seven million Fuel System Monitoring - end-users- card holders E-Finance
 Manage and Control the customer service of 5 million Pension System card holders E-Finance
 Migrate the Contact Center CRM from MAXIMO to MS-Service Manager E-Finance
 Migrate from an self-made Oracle CRM to Manage Engine CRM Wasla outsourcing
 Manage and Control the customer service of The Egyptian Cassation Court E-Finance
 Manage and Control the customer service of The Egyptian Mortgage Financial Fund E-Finance
 Manage and Control the customer service of Bait El-Zakat El-Masry E-Finance
 Manage and Control the customer service of The Egyptian Taxes and Customs E-Finance
 Manage and Control the customer service of The Egyptian Takaful and Karama Pension System with the co-operation of World Bank E-Finance
 Achieving 97% on average as a customer satisfaction – in the End-users satisfaction surveys – E-Finance


Company Details

E-Finance

Cairo, Egypt

N/A

Financial Services

www.efinance.com.eg

Jan 2016 to present (11 months)
Acting as Contact Center Manager: at E-Finance

Experience Details

Acting as Contact Center Manager:

Operations/Management

Manager

i- Providing help and advice to customers using E-Finance's products and services;
ii- communicating courteously with customers by telephone, email, and face to face;
iii- investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
iv- handling customer complaints or any major incidents, such as a security issue or a long unsolved complaint;
v- issuing refunds or compensation to customers;
vi- keeping accurate records of discussions or correspondence with customers;
vii- analyzing statistics or other data to determine the level of customer service your organization is providing;
viii- producing written information for customers, often involving use of computer packages/software;
ix- writing reports analyzing the customer service that E-Finance provides;
x- developing feedback or complaints procedures for customers to use;
xi- improving customer service procedures, policies and standards for E-Finance;
xii- meeting with other managers to discuss possible improvements to customer service;
xiii- being involved in staff recruitment and appraisals;
xiv- training staff to deliver a high standard of customer service;
xv- leading or supervising a team of customer service staff;
xvi- learning about E-Finance's products or services and keeping up to date with changes;
xvii- Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.


Company Details

E-Finance

Cairo, Egypt

More than 1000 employees

Consumer Services , Financial Services

www.efinance.com.eg

Jan 2016 to present (11 months)
After sales Sites Team Leader at E-Finance

Experience Details

After sales Sites Team Leader

Operations/Management

Manager

i- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
ii- Developing customer service procedures, policies and standards for my organization & department
iii- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
iv- Carrying out needs assessments, performance reviews and cost analyses
v- Setting and meeting performance targets for speed, efficiency and quality
vi- Ensuring all relevant communications, records and data are updated and recorded
vii- Liaising with operation managers and third parties to gather information and resolve issues
viii- Maintaining up-to-date knowledge of industry developments and involvement in networks
ix- Monitoring random calls to improve quality, minimize errors -specially End user critical errors, Business critical errors and Compliance critical errors- and track operative performance
x- Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR Dep.
xi- Reviewing the performance of staff, identifying training needs and planning training sessions
xii- Recording statistics, user rates and the performance levels of the centre and preparing reports
xiii- Handling the most complex customer complaints or enquiries “ indirect handling”
xiv- Organizing staffing, including shift patterns and the number of staff required to meet demand
xv- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes


Company Details

E-Finance

Cairo, Egypt

More than 1000 employees

Financial Services

www.efinance.com.eg

Jun 2013 to Dec 2015 (2 years 6 months)
ITSM and Service Desk Team Leader at Wasla Out Sourcing

Experience Details

ITSM and Service Desk Team Leader

Operations/Management

Experienced (Non-Manager)

i- Lead service desk team to approach the maximum efficiency level in delivering IT services to internal and external clients.
ii- Manage service desk team’s monthly KPIs.
iii- Ensure that daily tasks OTR “on time respond” meet our SLA with the clients.
iv- Prepare all required analysis to the Service design and Service strategy levels about the IT services.
v- IT Department SPOC “single point of contact” with other departments “internal clients” and external clients”.
vi- Cooperate with IT sections to Manage and plan the OLA for the IT department.
vii- Acting as a member of Continual Service Improvement team.


Company Details

Wasla Out Sourcing

Cairo, Egypt

More than 1000 employees

Consumer Services

http://wasla.com/

Aug 2011 to Feb 2013 (1 year 6 months)
IT Consulting at Charisma & Lounge Magazines

Experience Details

IT Consulting

IT/Software Development

Experienced (Non-Manager)

Controlling and managing small and medium networks, trouble-shooting hard and soft-ware problems and upgrade Network to upper stages.


Company Details

Charisma & Lounge Magazines

Cairo, Egypt

11-50 employees

Media Production

N/A

Jan 2007 to Jul 2011 (4 years 6 months)
IT Support and Solutions at Go Compute

Experience Details

IT Support and Solutions

IT/Software Development

Entry Level

- Support “Razzmatazz” gallery, I.M.S “researching and business development”, “Plat-partners” business development and data mining , M.E.S.P “middle east studies programming
- Support American training center
- Sales engineer for Go compute
- Team leader for an administration team.
- Customer service for client
- Trouble-shooting for hard and software problems


Company Details

Go Compute

Cairo, Egypt

1-10 employees

Information Technology Services

https://www.facebook.com/GoComputeIT/info/?tab=overview

Oct 2006 to Apr 2007 (6 months)

Education

Bachelor degree of Engineering : in Automotives & Tractors - Mechanical Dep

Education Details

Bachelor degree of Engineering :

Automotives & Tractors - Mechanical Dep

Helwan University, Egypt

Not specified

Final Project with Excellent degree: Electric & hybrid vehicles and acoustic pollution measurements.

Excellent degree in Final Project

Helwan University
2000 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Amir El-Shora'a

Egypt

1999

A / Excellent / 85 -100%

N/A

Amir El-Shora'a
1999

Certifications

Certificate details

COPC “customer operation performance center” ver. 5.2 Registered Coordinator

Jun 2014

92 out of 100

N/A

N/A

COPC

N/A

Certificate details

Train The Trainer “TTT”

Dec 2014

95 out of 100

N/A

N/A

Profmax

N/A

Certificate details

Professional Work Force Management

Oct 2014

94 out of 100

N/A

N/A

Profmax

N/A

Training and Courses

Training/Course Details

MCITP

Jan 2007

Kit Training Center

N/A

Training/Course Details

Customer service skills

Jun 2006

Contact Centre Egypt

N/A

Training/Course Details

ITIL

Jul 2012

Global Knowledge

N/A

Training/Course Details

COPC “customer operation performance center” ver. 5.2

Jun 2014

COPC

N/A

Training/Course Details

Professional Work Force Management

Oct 2014

Profmax

N/A

Training/Course Details

Train The Trainer “TTT”

Dec 2014

Profmax

N/A

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

Jobseeker photo

Profile Skills and Keywords

Absorb New Technologies. Swimming.Acting As Contact Center Manager:Adobe PhotoshopAfter Sales Sites SupervisorAfter Sales Sites Team LeaderAnalyticalArabicAutomotives & Tractors - Mechanical DepCISCO Historical ReportsCISCO SuperVisorCOPC Internal AuditorCOPC customer Operation Performance Center Ver. 5.2COPC customer Operation Performance Center Ver. 5.2 Registered CoordinatorCommunicatorConsumer ServicesCustomer Service SkillsCustomer-orientedDriving Cars And Motor CyclesEnglishExchangeFinancial ServicesFire WallGermanHTMLHard WorkerITIT ConsultingIT Support And SolutionsITILITSMITSM And Service Desk Team LeaderInformation Technology ServicesKPIs Creation And AnalysisLanguagesLeaderMCITPMS OfficeMac OSManagementMedia ProductionMoviesMusicNetworkingPerformance MonitorProfessional Work Force ManagementReadingReportingSchedulingSoftware DevelopmentSpanishTrain The Trainer TTTTrainingTravellingWindows 7Windows 8Windows Server 2008Work Force Tools

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Beginner

: Beginner

: Beginner

: Beginner

Spanish

Spanish

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

CISCO Historical Reports

CISCO Historical Reports

: Expert

: Extreme - I love it!

:

3-5 years

CISCO SuperVisor

CISCO SuperVisor

: Expert

: Extreme - I love it!

:

3-5 years

HTML

HTML

: Expert

: Extreme - I love it!

:

Less than 1 year

Work Force Tools

Work Force Tools

: Expert

: Extreme - I love it!

:

3-5 years

MS Office

MS Office

: Expert

: Extreme - I love it!

:

More than 7 years

Mac OS

Mac OS

: Advanced

: Extreme - I love it!

:

5-7 years

ITIL

ITIL

: Advanced

: Extreme - I love it!

:

1-3 years

Networking

Networking

: Intermediate

: Extreme - I love it!

:

1-3 years

Adobe Photoshop

Adobe Photoshop

: Beginner

: Medium

:

Less than 1 year

Fields of Expertise

Windows 8

Windows 8

: Expert

: Extreme - I love it!

:

Less than 1 year

KPIs creation and analysis

KPIs creation and analysis

: Expert

: Extreme - I love it!

:

1-3 years

Performance Monitor

Performance Monitor

: Expert

: Extreme - I love it!

:

1-3 years

Scheduling

Scheduling

: Expert

: Extreme - I love it!

:

3-5 years

Training

Training

: Expert

: Extreme - I love it!

:

5-7 years

COPC internal Auditor

COPC internal Auditor

: Expert

: Extreme - I love it!

:

3-5 years

Reporting

Reporting

: Expert

: Extreme - I love it!

:

5-7 years

ITSM

ITSM

: Expert

: Extreme - I love it!

:

1-3 years

windows 7

windows 7

: Expert

: Extreme - I love it!

:

3-5 years

Windows Server 2008

Windows Server 2008

: Intermediate

: High

:

1-3 years

Exchange

Exchange

: Intermediate

: High

:

1-3 years

Fire Wall

Fire Wall

: Intermediate

: Medium

:

Less than 1 year

Key Skills

Analytical, Leader, Communicator, Hard worker, Customer-oriented

Online Presence

http://www.linkedin.com/profile/view?id=66254569&trk=hb_tab_pro_tophttps://www.facebook.com/MOURA?ref=tn_tnmn

Amr is looking for a new career opportunity. Please help by sharing…

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Amr's full profile and find more great talent and professionals to join your team.