Dina Mostafa Salem

Head of International Business Development at ECCO Outsourcing

Nasr City, Cairo, Egypt

ECCO Outsourcing

Dec 2014 - Present -10 yrs, 7 months

Egypt , Cairo

HR & Training ManagerFull Time
May 2013 - Nov 2014 -1 yr, 6 months
Egypt , Cairo
Project ManagerFull Time
Jun 2012 - May 2013 -11 months
Egypt , Cairo

Feb 2010 - Feb 2012 -2 yrs

Egypt , Cairo

Job Details:• Driving the development of high performance and superior customer service • Creating a team that supports client programs, service and products effectively • Recruiting, developing/training, coaching, motivating, retaining and evaluating qualified staff • Ensuring service levels are satisfied by leading floor management and workflow distribution • Maintaining talk/wrap time, service, data and both customer and client satisfaction levels • Applying TOPS (Teleperformance Operational Processes & Standards) as a daily performance management process to develop agents by managing performance metrics with consistency

Jun 2008 - Feb 2010 -1 yr, 8 months

Egypt

Job Details:• Answering phones and responding to Customer requests • Placing Customer orders in the computer system • Providing customers with product and service information • Identifying and resolving customer issues using the computer system • Following-up on customer inquiries not immediately resolved • Completing call logs and reports • Research billing issues & misapplied payments • Recognizing, documenting and alerting the supervisor of trends in customer calls • Recommending process improvements