Basic Info

Mostafa Mohamed

6 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Customer Service supervisor at Dream 2000

Experience Details

Customer Service supervisor

Customer Service/Support

Manager

Supervising ,developing, Observing and evaluating the performance of agents
-Coaching and motivating agents
-Supervising Social media team, ensure all requests &inquiries are answered.
-Assign certain duties to agents, explaining how are to be done.
-Train and instruct agents.
-Ensure all support calls and emails are answered and resolved within the agreed SLAs and logged appropriately.
-Establishing Quality sheet to score agents calls
-Contacting other departments to solve any issue related to agents .


Company Details

Dream 2000

nozha, Egypt

51-100 employees

Retail

N/A

Jul 2016 to present (1 year)
Senior Back office at Teleperformance Egypt

Experience Details

Senior Back office

Customer Service/Support

Experienced (Non-Manager)

- Exporting cases from system to know which models we need to escalate it& filter the cases and send it to outbound team.
- Attending meetings in HUAWEI HQ & service centers.
- Auditing service centers’ system.
- Collecting & checking the cases to send on daily basis to feedback our customers within 48 h.
- Managing outbound team


Company Details

Teleperformance Egypt (multinational)

Mohandiseen, Egypt

More than 1000 employees

Consumer Services

N/A

Jun 2014 to Jul 2016 (2 years 1 month)
Back office specialist at Teleperformance

Experience Details

Back office specialist

Customer Service/Support

Experienced (Non-Manager)

• Receiving escalations calls.
• Preparing complaints’ sheets on daily basis.
• Supporting new comers with info and actions on system
• Recording and handling customers’ inquiries and complaints.
• Following trouble shootings to solve any technical issue with device.


Company Details

Teleperformance (multinational)

shoubra, Egypt

More than 1000 employees

Consumer Services

N/A

Apr 2014 to Jun 2015 (1 year 2 months)
Contact Center Agent at Ecco

Experience Details

Contact Center Agent

Customer Service/Support

Entry Level

•Handling customers’ inquiries and complaints.
•Recording customer’s complaints against any telecommunication provider in Egypt after checking NTRA process and transfer it to specific department to solve it.
•Telling the customer the result of his complaint.


Company Details

Ecco

Nasr City, Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Aug 2013 to Apr 2014 (8 months)
Assistant Manager at Sigma for training and development

Experience Details

Assistant Manager

Administration

Entry Level

• Administrative Officer.
• Responsible for the cash inflows and outflows.
• Reservation training Halls.
• Consistent with the trainers for our human development courses.
• Delegating tasks.
• Helping to hire new staff.


Company Details

Sigma for training and development

Cairo, Egypt

11-50 employees

Training and Coaching

N/A

Sep 2009 to Jul 2013 (3 years 10 months)

Achievements


Top achiever for October & November 2014

Education

Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Faculty of Commerce, Ain Shams University, Egypt

Not specified

N/A

N/A

Faculty of Commerce, Ain Shams University
2004 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Zaki mubark High school

Egypt

2004

A / Excellent / 85 -100%

N/A

Zaki mubark High school
2004

Certifications

Certificate details

supervisor certification

Feb 2016

90% out of 100%

N/A

N/A

Teleperformance Egypt

N/A

Training and Courses

Training/Course Details

ICDL

Aug 2008

IBM select

N/A

Training/Course Details

• Diploma of Peach Tree accounting application.

Feb 2012

Egyptian Academy of Accountants

N/A

Training/Course Details

• Diploma of Manual Constructions accounting.

Feb 2012

Egyptian Academy of Accountants

N/A

Training/Course Details

• Diploma of Cost accounting.

Feb 2012

Egyptian Academy of Accountants

N/A

Training/Course Details

• Diploma of Manual accounting.

Feb 2012

Egyptian Academy of Accountants

N/A

Training/Course Details

• Diploma of Computerized accounting by Excel.

Feb 2012

Egyptian Academy of Accountants

N/A

Training/Course Details

• Management skills

Feb 2010

Awareness

N/A

Training/Course Details

Inbound & activation

Sep 2012

Eitsal (out sourcing)

N/A

This profile is fresh!
Last update 23 days ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAdministrationArabicAssistant ManagerBack Office SpecialistBusiness-orientedConsumer ServicesContact Center AgentCustomer ServiceCustomer Service SupervisorEnglishFacebookHandles StressHard WorkerICDLInbound & ActivationInternetMicrosoft ExcelMicrosoft PowerPointMicrosoft WordMicrosoft Word & ExcelOrganizerPlaying FootballProblem SolverReadingRetailSenior Back OfficeSupervisor CertificationSupportTeleperformanceTeleperformance EgyptTraining And CoachingWatching Movies Management Skills Diploma Of Computerized Accounting By Excel. Diploma Of Cost Accounting. Diploma Of Manual Accounting. Diploma Of Manual Constructions Accounting. Diploma Of Peach Tree Accounting Application.

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: High

:

3-5 years

Fields of Expertise

Microsoft Word & Excel

Microsoft Word & Excel

: Expert

: Extreme - I love it!

:

5-7 years

internet

internet

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Business-oriented, Hard worker, Organizer, Problem Solver, Handles Stress

Online Presence

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