Basic Info

Islam Fares

8 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Call center supervisor at Etisal International

Experience Details

Call center supervisor

Customer Service/Support

Manager

Etisal International April 2010 till now

Title: Contact center Supervisor

 Supervisor:- “Act as account Manager”
 Sep 2014 till March 2015, in Etisalat Data Entry campaign.
 Mar 2015 till July 2015, in Etisalat Outbound campaign used Auto Dialer application
 Aug 2015 till Oct 2015 in Bupa Data Entry Campaign
 Nov 2015 till Feb 2016 Loan in Recruitment department “Etisalat Activation queue”
 Mar 2016 till at the moment the following projects under my supervision;
NGO Food & Beverage Travel & Transportation White goods Automotive Retail & Distribution
Baheya La Poire Nesma Airline Beko Skoda Computer Shop
Misr El-Khair TestPeasty Radio Shack
Life Makers Man'ousha Mobile Shop
Etoile Smart Homes
Domino's Pizza Compume
Feteera
 Supervisor duties ,

• Design Work instructions & business cycle, flow and process according to company strategy & COPC requirements.
• Establish all call center environment's rules & fundamentals.
• Conduct all business requirements through business analyses function results.
• Generate the client’s business output and build the required analysis to identify the gap between real results & targets.
• Create the required immediate, short run & long run salutations to meet the operational targets.
• Provide the required operational solutions based on improvement action plans.
• Create or maintain policies, procedures and work process as well.
• Build call center restructure based on staff qualifications & job description.
• Follow up daily real time operation management calls flow, service level, floor manpower...etc.
• Design evaluation performance system (KPI) for whole call center staff.
• Doing the required interviews to requite call center staff.
• Observe & manage my team member’s daily performance as per the putted action plan.
• Coordinate with Quality & WFM departments to handle any Issue related to operation.
• Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
• Planning and supervising changes and managing the daily operations of call center.
• Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
• Setting up and meeting performance goals and targets for speed, efficiency, and quality
• Conducting monthly managerial meeting discussing the overall performance and delivering the required feedback.
• Motivating, coaching, and retaining staff as well as coordinating reward, and incentive scheme.
• Handling the most complicated customer inquiries or complaints.
• responsible for the clients escalations sent from the client side during his shift
• Focal point for any case complaint, fraud , client requests , updates mails and any escalation internal or external


Company Details

Etisal International

Cairo, Egypt

N/A

Outsourcing/Offshoring

http://etisal-int.com/

Apr 2010 to present (7 years 4 months)
Call Center Team Leader at Etisal International

Experience Details

Call Center Team Leader

Customer Service/Support

Manager

 Team leader
 Apr 2010 till Nov 2011, as operation Team Leader in Etisalat activation and data entry Project.
 Nov 2011 till end of Dec 2013 in Mobily Project as operation Team Leader.
 Jan 2014 till April 2014, Loan in Workforce department.
 May 2014 till Aug 2014, in Pizza & Mo’men Project as operation Team Leader.

 Team Leader Duties.

• Manage a team of call center agents.
• Be available to affect the entirety of the team's operations.
- Manage by walking around (MBWA). Be visible to answer questions.
- Take calls that your agents can't handle and be available when an agent appears to need assistance.
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Motivate and encourage agents through positive communication and feedback.
• Meet at least once each week with your team. At a minimum, review the following topics:
- Review the past week's events, including statistics, results and industry news.
- Disseminate new process and information to the agents.
- Introduce new staff members.
- Present commendations and awards.
- Communicate company information.
- Answer questions and comments.
- Provide agents with a glimpse of future weeks.
• Perform at least one monitoring evaluation with each agent every two weeks
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Coaching with constructive feedback.
• Develop the team (agent's skills and performance).
• Provide guidance in relation to call center standards policies and procedures.
• Ensure customer follow through is completed daily, report on service statistics, monitor and manage call volume and maintain monthly staffing schedules.
• Recording their suggestions.
• Resolving customer problem according to the company policies and procedures.
• Planning our targets and mandating our team to comply our goals


Company Details

Etisal International

Cairo, Egypt

N/A

Outsourcing/Offshoring , Consumer Services

http://etisal-int.com/

Apr 2010 to Aug 2014 (4 years 4 months)
Call Center Agent at Vodafone

Experience Details

Call Center Agent

Customer Service/Support

Manager

Vodafone Egypt
November 2005 – March 2010 (4 years 5 months)Egypt

1. Answer phones and respond to customer requests. .
2. Transfer customer calls to appropriate staff.
3. Identify, research, and resolve customer delayed activation issues using the computer system.
4. Follow-up on customer inquires not immediately resolved.
5. Complete call logs and reports.
6. Recommend process improvements.
7. Other duties as assigned.

Work Experiences

• Nov/ 2005: May /2006,
- I worked as Data Entry in data collection department in Vodafone Company.
• June/ 2006: April /2010
- I worked in customer care department in Vodafone Company, Passing by Core, Mid, and then High value team. from time to time i supported Some of Queues such as ( Premium Queue for 3 months, MNP Queue, MNC end user in corporate Queue ).
- I have got a thank you certificate as recognition for my performance.


Company Details

Vodafone

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Nov 2005 to Mar 2010 (4 years 4 months)
Captain order at FelFela

Experience Details

Captain order

Hospitality/Hotels/Food Services

Manager

N/A


Company Details

FelFela

Giza, Egypt

51-100 employees

Food and Beverage Production

N/A

Jan 2004 to Oct 2005 (1 year 9 months)

Education

Faculty of Tourism and Hotels in Tourism studies

Education Details

Faculty of Tourism and Hotels

Tourism studies

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
1998 - 2002
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Badrasheen Secondary School

Egypt

1998

B / Very Good / 75 - 85%

N/A

Badrasheen Secondary School
1998

Certifications

COPC introduction
Jun 2013

Certificate details

COPC introduction

Jun 2013

N/A

N/A

N/A

Etisal international

N/A

ISO 9001
Jun 2013

Certificate details

ISO 9001

Jun 2013

85% out of 100%

N/A

N/A

Etisal international

N/A

Human Development
Oct 2009

Certificate details

Human Development

Oct 2009

good

N/A

N/A

Vodafone company

find a way to say yes course

Training and Courses

ISO 9001 at Etisal International
Aug 2013

Training/Course Details

ISO 9001

Aug 2013

Etisal International

N/A

Leadership Skills at Etisal International Company
Nov 2013

Training/Course Details

Leadership Skills

Nov 2013

Etisal International Company

N/A

Find a Way to say yes at Vodafone Company
Nov 2008

Training/Course Details

Find a Way to say yes

Nov 2008

Vodafone Company

N/A

Time Management at Etisal International Company
Nov 2012

Training/Course Details

Time Management

Nov 2012

Etisal International Company

N/A

Coaching at Etisal International Company
Oct 2013

Training/Course Details

Coaching

Oct 2013

Etisal International Company

N/A

Auto Dialer application at Etisal international
Aug 2014

Training/Course Details

Auto Dialer application

Aug 2014

Etisal international

N/A

This profile is fresh!
Last update 13 days ago.

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Profile Skills and Keywords

AnalyticalArabicAuto Dialer ApplicationBusiness AnalysisBusiness-orientedCOPCCOPC IntroductionCall Center AgentCall Center SupervisorCall Center Team LeaderCaptain OrderCoachingConsumer ServicesCreative ThinkerCreativityCustomer ServiceDrivingEnglishFast LearnerFind A Way To Say YesFood And Beverage ProductionFood ServicesGood Communication SkillsHospitalityHuman DevelopmentISO 9001ISO9001LeaderLeadershipLeadership SkillsMicrosoft OfficeNegotiation SkillsNegotiatorOffshoringOperation Call CenterOutsourcingPersuasivePlannerPlanningPresentation SkillsReadingReporting SkillsShootingSupportTelecommunicationsTime MaanagementTime ManagementTourism Studies

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Leadership

Leadership

: Expert

: Extreme - I love it!

:

5-7 years

Business Analysis

Business Analysis

: Expert

: Extreme - I love it!

:

5-7 years

Planning

Planning

: Expert

: High

:

5-7 years

Time Maanagement

Time Maanagement

: Expert

: High

:

5-7 years

Microsoft office

Microsoft office

: Advanced

: High

:

3-5 years

Presentation skills

Presentation skills

: Advanced

: High

:

5-7 years

Persuasive

Persuasive

: Advanced

: High

:

3-5 years

Creativity

Creativity

: Advanced

: High

:

3-5 years

Good communication skills

Good communication skills

: Advanced

: High

:

More than 7 years

Negotiation skills

Negotiation skills

: Advanced

: High

:

More than 7 years

COPC

COPC

: Advanced

: High

:

3-5 years

Reporting Skills

Reporting Skills

: Advanced

: High

:

3-5 years

Fast Learner

Fast Learner

: Advanced

: Extreme - I love it!

:

More than 7 years

Creative Thinker

Creative Thinker

: Advanced

: Extreme - I love it!

:

5-7 years

ISO9001

ISO9001

: Intermediate

: High

:

1-3 years

Fields of Expertise

Operation Call center

Operation Call center

: Advanced

: Extreme - I love it!

:

More than 7 years

Captain order

Captain order

: Intermediate

: Medium

:

1-3 years

Key Skills

Analytical, Leader, Planner, Business-oriented, Negotiator

Online Presence

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