Fady Sanad

CS & Monitor Team Leader at Mico World Limited

Maadi, Cairo, Egypt

CS & Monitor Team LeaderFull Time
Aug 2022 - Present -2 yrs, 11 months
- Job Details:Supervision role on the team leaders Managed a total of 25 HC for all 3 teams 1-Manage, lead, train and develop team staff to achieve overall objectives 2-Responsible of escalations and user satisfaction analysis 3-Monitor the day to day operations to ensure all service levels committed are met and exceeded 4-Stay up to date on the latest industry trends, technology and best practices (Users activity analysis) 5-Report on KPIs and team performance evaluation 6- Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis. 7- Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs 8- Responsible for scheduling and workflow distribution planning 9- Conducting interviews and assessments for new joiners 10- Provided training and soft skills enhancements
Platform Quality AssuranceFull Time
Oct 2020 - Jul 2022 -1 yr, 9 months
- Job Details:1- Product analysis 2- User activity and DAU analysis 3- Reporting and Communicating Risk 4- Test avaiable data to comply with users needs 5- Align with all operations divisions to collect users feedback for new features

Team Leader [VIP user management]Full Time
Jun 2019 - Jun 2020 -1 yr
- Job Details:Managing diversified team of local and offshore members (Egypt & Jordan) 1- Performance reports 2- Coaching and training 3- Quality assurance 4- User activity analysis related reports 5- Setting future objectives for the team
Account operator [VIP user management]Full Time
Feb 2019 - Jun 2019 -4 months
- Job Details:1. Responsible for building contacts with VIP users, collecting, compiling, analyzing and managing user information; 2. Distinguish services for VIP users and maintain good communication with users and provide needed trainings 3. Continue to follow VIP users conditions every day, and create strategies to maintain and increase users activity and users growth; 4. Coordinate and analyze various effective events/activities that are in accordance with the policies / plans of the operational team 5. Understand and gather product feedbacks from vips, follow up with vips to identify areas of improvement via online investigations & providing related analysis

Aug 2018 - Jan 2019 -5 months

Egypt , Cairo

Oct 2015 - Aug 2018 -2 yrs, 10 months

Egypt , Cairo

Job Details:UK Account - Ability to perform on Oracle billing designed Systems. - Well trained on handling customers and solving their queries. - Floorwalker [Supporting new comers] - Escalation Disk for high priority calls - Process monthly bills and send to customers for payment. - Receive and process payments from customers while updating their account. - Prepared reports of assigned customer accounts to superiors for review. - Reported all customers with accounts past due for 6 months or longer without explanation