Basic Info

Mai dessouky

2 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Quality Assurance Coordinator of Back-office(Mobile&Fixed;)(Billing&Non;-Billing) at Teleperformance

Experience Details

Quality Assurance Coordinator of Back-office(Mobile&Fixed;)(Billing&Non;-Billing)

Quality

Experienced (Non-Manager)

Key words:Customer satisfaction, handling trouble tickets, meeting due date....
Auditing-reporting-monitoring-escalations-reviewing


Company Details

Teleperformance

Cairo, Egypt

101-500 employees

Consumer Services

https://www.teleperformance.com/en-us/egypt

Dec 2015 to present (1 year)
Quality Coordinator at Teleperformance

Experience Details

Quality Coordinator

Quality

Experienced (Non-Manager)

Coordinating everything, to meet the specs. already set. in any industry.
Call Center Industry, specifically Quality.
I was handling the front line business of consumer segment


Company Details

Teleperformance (multinational)

Cairo, Egypt

101-500 employees

Telecommunications

https://www.teleperformance.com/en-us/egypt

Oct 2015 to Dec 2015 (2 months)
Customer care agent at Xceed

Experience Details

Customer care agent

Customer Service/Support

Experienced (Non-Manager)

I was an agent at that time, got only shift basis, as well devotion to work and dedication to maintain customers' satisfaction, afterwards i got promoted to assistant like a floor walker as I achieved my target all over six months, once vacancy opened, I applied and got accepted.


Company Details

Xceed

Cairo - Maadi, Egypt

N/A

Consumer Services

N/A

Nov 2013 to Oct 2015 (1 year 11 months)
Peermentor at Xceed

Experience Details

Peermentor

Customer Service/Support

Experienced (Non-Manager)

A team to manage to get them certified, to the qualifications required.
The client got certain requirements,my role is to train that team to achieve them to meet the specifications required, as well reporting.


Company Details

Xceed

Cairo, Egypt

101-500 employees

Consumer Services

N/A

Sep 2015 to Oct 2015 (1 month)
Coaching team leader at Xceed

Experience Details

Coaching team leader

Customer Service/Support

Experienced (Non-Manager)

Getting a team under my supervision, to work with, delivering the information they need in their work, plus Quality attributes, AHT (average handling time), LC (Long calls), SC (short calls), Hold time frame,dead air,releasing calls reporting.....


Company Details

Xceed

Cairo, Egypt

101-500 employees

Consumer Services

N/A

Aug 2015 to Sep 2015 (1 month)
Assistant at Xceed

Experience Details

Assistant

Customer Service/Support

Experienced (Non-Manager)

like a floor walke, handling escalation part


Company Details

Xceed

Cairo, Egypt

N/A

Consumer Services

N/A

Mar 2015 to Aug 2015 (5 months)
Delegation Premium Queue at Xceed

Experience Details

Delegation Premium Queue

Manufacturing/Production

Entry Level

It is really important in your path ,to have that curve to try something related to operation, to see how it goes. Having a very important queue to handle, a certain type of clients that you deal with...


Company Details

Xceed

Egypt

More than 1000 employees

Telecommunications

N/A

Apr 2015 to May 2015 (1 month)
Translation in all languages at Group online by all languages (student activity)

Experience Details

Translation in all languages

Writing/Editorial

Entry Level

It is really exciting to get known all cultures which are different once u involved in this field.
It is not only about exchanging languages, but also experience all over the years, no matter how old are you, or what is your nationality.


Company Details

Group online by all languages (student activity)

Cairo, Egypt

N/A

Jul 2013 to Oct 2013 (3 months)
Teacher (intern) at Ams

Experience Details

Teacher (intern)

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

Being supportive and cooperative person.
knowing a lot of things and well-cultured.
Being sociable and honest
Dealing with kids very well, kids got there own world, they welcome you in if you know well and for sure how to act accordingly.
I got the training on California's style, as the latest way of teaching.


Company Details

Ams

Banha, Egypt

51-100 employees

Education

https://www.facebook.com/Ams.benha?ref=stream

Jun 2013 to Aug 2013 (2 months)
Feeding poor and packing clothes (volunteer) at Resala

Experience Details

Feeding poor and packing clothes (volunteer)

Hospitality/Hotels/Food Services

Entry Level

Actually that was not a full period that I served with Resala, it was a period in April then I stopped for studying reason, afterwards I re joined in May 2012 ..It was an amazing experience, I have been learnt good lessons while being there, dealing with stuff in hard times and good times, how to give others with all resources that you got...


Company Details

Resala

Cairo, Egypt

501-1000 employees

Food and Beverage Production

N/A

Apr 2009 to May 2012 (3 years 1 month)

Education

BA in English

Education Details

BA

English

Faculty of Alsun, Ain Shams university, Egypt

C / Good / 65 - 75%

novel drama translation essay human rights arabic linguistics research on technical translation

N/A

Faculty of Alsun, Ain Shams university
2009 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El- Qanater El-khairia

Egypt

2009

A / Excellent / 85 -100%

N/A

El- Qanater El-khairia
2009

Certifications

Certificate details

Berlitz proficiency

Aug 2012

82% out of 100

N/A

N/A

Italiano Berlitz

N/A

Training and Courses

Training/Course Details

german

Jun 2013

Goethe institut

N/A

Training/Course Details

EDU Egypt Business Process Outsourcing

Sep 2013

Edu program Egypt

Soft Skills (Customer Service including Assertive Behavior and Handling Irate Customers , Time Management, , Communication skills, Presentation skills, and Team Work).  Aptitude Skills (Numerical Abilities, Logical Reasoning, and Attention to Details).

Training/Course Details

Six Sigma

Jan 2016

Open source (Pearson VUE)

The Six Sigma Green Belt operates in support of or under the supervision of a Six Sigma Black Belt, analyzes and solves quality problems and is involved in quality improvement projects. A Green Belt is someone with at least three years of work experience who wants to demonstrate his or her knowledge of Six Sigma tools and processes Green Belts should have a solid communication plan that is reviewed at each meeting to ensure that the right information about the project goes up, down and out to all stakeholders. Keywords: DMAIC SIPOC Cause And Effect (Fishbone) diagram

This profile is fresh!
Last update 1 days ago.

Jobseeker photo

Profile Skills and Keywords

?writing DairiesApplying For A JobArabicAssistantBerlitz ProficiencyCRMChattingCoaching Team LeaderConsumer ServicesCst Care ServiceCustomer Care AgentCustomer OrientedCustomer SatisfactionCustomer ServiceData EntryDelegation Premium QueueEDU Egypt Business Process OutsourcingEditorialEducationEnglishEscalationFacebookFair Enough TreatmentFast TypingFeeding Poor And Packing ClothesFishFood And Beverage ProductionFood ServicesFriendly PeopleFriendshipGermanHard WorkerHardworkingHospitalityInternetJulis CaeserKnowing New CulturesManagmentManufacturingMeeting New PeopleMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft WordMy FamilyMy TrainerNescafeOperationsOrganizerPeermentorPersistentPride And PrejudiceProblem SolverProductionQualityQuality AssuranceQuality Assurance Coordinator Of Back-office(Mobile&Fixed;)(Billing&Non;-Billing)Quality ControlQuality CoordinatorQuite Places Clear OnesReporting-AuditingSix SigmaSocialSupportSupport&updates;TeacherTeachingTeam WorkTelecommunicationsTeleperformanceTennisTranslationTranslation In All LanguagesVolleyballWriting

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Fluent

: Advanced

: Fluent

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Fast Typing

Fast Typing

: Expert

: Extreme - I love it!

:

Less than 1 year

CRM

CRM

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

Less than 1 year

Microsoft Outlook

Microsoft Outlook

: Expert

: High

:

1-3 years

Quality Assurance

Quality Assurance

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Intermediate

: High

:

Less than 1 year

Fields of Expertise

Team work

Team work

: Expert

: Extreme - I love it!

:

1-3 years

managment

managment

: Expert

: Extreme - I love it!

:

1-3 years

escalation

escalation

: Expert

: Extreme - I love it!

:

1-3 years

customer satisfaction

customer satisfaction

: Expert

: Extreme - I love it!

:

1-3 years

support&updates;

support&updates;

: Expert

: Extreme - I love it!

:

1-3 years

customer oriented

customer oriented

: Expert

: Extreme - I love it!

:

1-3 years

Reporting-Auditing

Reporting-Auditing

: Expert

: Extreme - I love it!

:

1-3 years

quality

quality

: Advanced

: Extreme - I love it!

:

Less than 1 year

Cst care service

Cst care service

: Advanced

: Extreme - I love it!

:

Less than 1 year

translation

translation

: Intermediate

: Extreme - I love it!

:

Less than 1 year

data entry

data entry

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Teaching

Teaching

: Intermediate

: High

:

Less than 1 year

Key Skills

Hard worker, Organizer, Problem Solver, Persistent, Social

Online Presence

Maiyasser26@gmail.coml.true34@yahoo.comMai yasser jamesmorrison155@hotmail.com

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