Basic Info

Eslam Fawzy

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Workforce specialist (Planner) at Raya Contact center

Experience Details

Workforce specialist (Planner)

Analyst/Research, Customer Service/Support

Experienced (Non-Manager)

Managing McDonalds customer service staff for ( Cairo \ Kuwait \ UAE )
1. Determining the needed staff for any current or new project.
2. Set the performance targets for the new projects.
3. Set and follow the plan in the long and short term for our projects to achieve all operations targets.
4. Prepare the client invoices according to the contract and calculate the amounts and deduct the penalties.


Company Details

Raya Contact center

Cairo, Egypt

More than 1000 employees

Consumer Services

Rayacorp.com

Jan 2016 to present (1 year 11 months)
Sinior analyst at Raya

Experience Details

Sinior analyst

Customer Service/Support

Experienced (Non-Manager)

• Now working as a WFM senior Analyst (Planner) at Raya contact center starting from Feb 2014.
1. Determining the needed staff for any current or new project.
2. Set the performance targets for the new projects.
3. Set and follow the plan in the long and short term for our projects to achieve all operations targets.
4. Prepare the client invoices according to the contract and calculate the amounts and deduct the penalties.
• Worked as a WFM Analyst (RTM) at Raya Contact Center in Abbasya site (symposium), RH site (Cisco), Maadi site (Avaya, CMS) for two years.
1. Managing performance metrics for more than 6 projects.
2. Annalise any dropping metric and provide the solutions to maintain it.
3. Manage real time screens for the projects to support the operations to achieve the daily targets


Company Details

Raya

Cairo, Egypt

More than 1000 employees

Consumer Services

rayacorp.com

Jan 2012 to Jan 2016 (4 years)
Customer service at Raya

Experience Details

Customer service

Customer Service/Support

Entry Level

• Worked as a customer service representative at Raya Contact Center for Renault project for one year and four Months.
1. Handling customers complains.
2. Manage customer's reservations for cars maintenance.
3. Sales for the same project (Renault).
4. Track and maintain the team performance.


Company Details

Raya

Cairo, Egypt

More then 1000 employees

Consumer Services

rayacorp.com

Oct 2010 to Dec 2011 (1 year 2 months)

Achievements


COPC certificate
Top performers ( Raya club achievers 2016 )


COPC certificate


Education

Bsc in Accounting

Education Details

Bsc

Accounting

Cairo University, Egypt

C / Good / 65 - 75%

Accounting

*

Cairo University
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Hossam el din

Egypt

2006

A / Excellent / 85 -100%

N/A

Hossam el din
2006

Training and Courses

english at AUC
Jan 2009

Training/Course Details

english

Jan 2009

AUC

N/A

Training/Course Details

Marketting,HR,cutomer service

Mar 2012

Russian center

N/A

Training/Course Details

Dvanced Excel

May 2012

Raya Academy

N/A

Training/Course Details

Supervisory Development Program

May 2016

DALE CARNEGIE

o Human Relations. o Customer Orientation. o Supervisory Skills.

Training/Course Details

presentation skills

Apr 2017

Knowledge

presented by Omar shawky at Raya contact center

This profile is fresh!
Last update 20 days ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAnalyticalArabicBussiness AnalystConsumer ServicesCustomer ServiceDvanced ExcelEnglishHard WorkerHave New FrindsInternetLearning New SkillsMarketting,HR,cutomer ServiceMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft WordMusicOrganizerPlannerPlanningPresentation SkillsProblem SolverResearchSinior AnalystSupervisory Development ProgramSupportTeam WorkTravelingWorkforce Specialist (Planner)

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Intermediate

Tools and Technologies

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

3-5 years

Internet

Internet

: Advanced

: Extreme - I love it!

:

More than 7 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: High

:

5-7 years

Microsoft Word

Microsoft Word

: Intermediate

: High

:

5-7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Intermediate

: High

:

3-5 years

Fields of Expertise

Bussiness analyst

Bussiness analyst

: Advanced

: Extreme - I love it!

:

3-5 years

customer service

customer service

: Advanced

: High

:

5-7 years

planning

planning

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Planner, Hard worker, Organizer, Problem Solver

Online Presence

eslam.fawzy.89@facebook.comEslam_Mfawzy@hotmail.com

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