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Ghada ElSayed ElSaadany

Customer Service & Call Center Manager at Al-Thiqa Company - Kuwait

Alexandria, Egypt

Work 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 University

        Jan 1992 - Jan 1996 - 4 yr

      Skills

      • Windows & Internet
      • Microsoft Office. ( Word, Excel, PowerPoint )
      • Customer Service
      • Customer Service
      • Management

      Languages

      • English

        Fluent
      • Arabic

        Fluent

      Training & Certifications

      • all

        Quest trainer.·1998
      • Bsc

        • B.Sc. Faculty of Tourism & Hotels Management.·1996
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