
Ghada ElSayed ElSaadany
Customer Service & Call Center Manager at Al-Thiqa Company - Kuwait
Alexandria, EgyptWork Experience
Customer Service & Call Center ManagerFull Time
Al-Thiqa Company - Kuwait
Dec 2016 - Present -8 yrs, 7 months
Kuwait , Hawally
Customer Service & Call Center ManagerFull Time
Ring Distributions - ORASCOM Telecom Group, Cairo, Egypt
Jan 2007 - Dec 2016 -9 yrs, 11 months
Egypt , Cairo
- Job Details:• Develop and monitor the contact center, plan areas of improvement and development and ensure calls are answered by team members within time scales and are dealt with properly. • Set and implement the contact center short & medium term development plans in accordance with the company general strategy and vision to ensure continuous & consistent service improvement. • Coach the contact center team members and leaders to ensure high level of quality service and customer interaction. • Review and approve the resources forecasting to ensure the ideal capacity planning. • Decide on new service requirements in accordance with contact center manager to ensure service flexibility according to customers’ needs. • Monitor random calls to improve quality, minimize errors and track operative performance • Assess the team leaders’ performance according to their accountabilities to ensure a high level of daily operations performance. • Review the performance of contact center team, identifying staff training needs and planning training sessions • Working with HR to develop and implement: - Recruitment process - Training plans - Role definitions • Have been responsible for appraising staff and designing development plans for current agents to prepare them for leadership positions. • Have set up the quality assurance process through enhancing excellence in customer service. • Implementing high quality standards of customer service for the corporate segments in order to exceed their expectations and to assure their satisfaction. • Prioritizing and achieving multiple tasks, establishing and meeting deadlines. • Ensuring that the policies and procedures of the department are abided.
Education
B.Sc in Tourism & Hotels Management
Helwan UniversityJan 1992 - Jan 1996 - 4 yr
Skills
Languages
English
FluentArabic
Fluent
Training & Certifications
all
Quest trainer.·1998Bsc
• B.Sc. Faculty of Tourism & Hotels Management.·1996