Basic Info

Khadiga Elsayed

12 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Team Manager at Convergys

Experience Details

Team Manager

Customer Service/Support

Manager

1- Lead support professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering the company mission.
2- Provide day to day supervision and management of directly assigned team of support professionals. Ensure that support professionals have a clear understanding of performance expectations, that they are properly trained and that they have access of all tools and resources they need to perform at high levels of productivity and efficiency.
3- Conduct multiple call- coaching training sessions each week. Provide feedback to support professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.
4- Under direction of the Service Delivery Manager, manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop actions to reduce attrition where possible.
5- Work with the Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow up for support professional’s HR file. This includes involvement with both Service Delivery Manger to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow up for support professional’s HR file. This includes involvement with both Service Delivery Manager and Human Resources in addressing disciplinary actions.
6- Administer and manage payroll in accordance with the company policy and procedures.
7- Proactively manage attendance Standards compliance and leaves of absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
8- Provide escalation support to support professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible. Ensure that the guidance is translated into coaching and effective feedback for the support professionals. Conduct Team Meetings with direct reports to ensure expedient communication if relevant information and as an open forum for input from support professionals.
9- Schedule and coordinate team activities.
10- Coach and mentor support professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of performance Success Plans.
11- Prepare process and conduct annual performance appraisals for assigned support professionals on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.
12- Maintain open communication with all team members. Act as resource for answering questions, resolving product and policy questions.


Company Details

Convergys (multinational)

6th Of October, Giza, Egypt

More than 1000 employees

Telecommunications

http://www.convergys.com/

Aug 2010 to Apr 2015 (4 years 8 months)
Team Manager at Xceed

Experience Details

Team Manager

Customer Service/Support

Manager

1- Measure team trend and setting action plans to improve the team performance on both levels overall and individuals.
2- Daily meeting and briefing by the beginning of every arrival in order to update the team with their results and product knowledge update.
3- Monthly one to one to discuss and review agent’s trend and results and where he/she is from the team overall
4- Provide effective weekly coaching to every single member of the team.
5- Coordinate with QA, training, scheduling and transportation teams.
6- Lead a support team and help them to achieve their targets through the effective coaching, one to one, building team spirit by motivating them.
7-Measure team trend and setting action plans to improve the team performance on both levels overall and individuals.
8-Set the client and agents’ expectations.
9-Weekly team meeting to discuss team results.
10-Daily performance review and meetings to let the team up to date with the product knowledge and results.
11-Taking hard calls which are transferred by the agents and handle customers
12-Coordinating with scheduling team and transportation team to be sure that the agents are not having a schedule or a transportation issue in order to help them to adhere to their schedule shift.


Company Details

Xceed (multinational)

Smart Village. Giza, Egypt

More then 1000 employees

Telecommunications

http://www.xceedcc.com

Feb 2006 to Aug 2010 (4 years 6 months)
CSR at Xceed

Experience Details

CSR

Customer Service/Support

Experienced (Non-Manager)

1- Guide customers through their operating system and get the wizard in order to activate their Windows and MS retail and companies products.
2- Validate and check if MS products for which the customer is calling are Genuine and not pirated.


Company Details

Xceed

gizah, Egypt

More than 1000 employees

Telecommunications

http://www.xceedcc.com/Home/Aboutxceed.aspx

Feb 2006 to Feb 2009 (3 years)
Tourist Guide at NA

Experience Details

Tourist Guide

Tourism/Travel

Experienced (Non-Manager)

Provides assistance, information and cultural, historical and contemporary heritage interpretation to Italian people on organized tours and individual clients at educational establishments, religious and historical sites, museums, and at venues of other significant interest


Company Details

NA

Cairo, Egypt

1-10 employees

Travel and Tourism

NA

Feb 2005 to Feb 2006 (1 year)
Tour operator at Egypt Holiday Travel Service

Experience Details

Tour operator

Tourism/Travel

Experienced (Non-Manager)

-Promoting Excursion packages for Italian and French tour operators.
- Translating the company website from English into Italian and French
- Obtaining hotels rates in Egypt and keep always seeking for the most updated ones.


Company Details

Egypt Holiday Travel Service

Giza, Egypt

1-10 employees

Travel and Tourism

NA

Feb 2005 to Feb 2006 (1 year)
Public Relation representative at Egypt Air

Experience Details

Public Relation representative

Tourism/Travel

Experienced (Non-Manager)

Accompany the passengers since they land till they leave the Airport and facilitate for them all the necessary procedures and documents required.


Company Details

Egypt Air

Cairo, Egypt

More than 1000 employees

Airlines/Aviation

http://www.egyptair.com/en/Pages/default.aspx

Jun 2003 to Aug 2003 (2 months)

Education

Technical Diploma in Archaeological studies

Education Details

Technical Diploma

Archaeological studies

ibn sina tourism institute, Egypt

C / Good / 65 - 75%

Archaeological studies to get the tourist Guide license

NA

ibn sina tourism institute
2007 - 2009
License Alsun in European studies and italian and french languagge

Education Details

License Alsun

European studies and italian and french languagge

Ain Shams University, Egypt

B / Very Good / 75 - 85%

Italian and french language

N/A

Ain Shams University
2000 - 2004

Training and Courses

Training/Course Details

Advanced excell

Oct 2016

Vodafone shared Enterprise services

N/A

This profile is fresh!
Last update 6 days ago.

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Profile Skills and Keywords

Advanced ExcellAirlinesArabicArchaeological StudiesAviationCSRConvergysCustomer ServiceCustomer-orientedDetails-orientedEnglishEuropean Studies And Italian And French LanguaggeFrenchHang Out With FreindsInternetItalianKnowing New PeopleMS OfficeOSSPlaying TennisProblem SolverPublic Relation RepresentativeShoppingSupportSupportiveSwimmingTeam ManagerTeam PlayerTelecommunicationsTour OperatorTourismTourist GuideTravelTravel And TourismTravelingXceed

Self-assesed Skills

Languages

Italian

Italian

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Advanced

: Advanced

: Intermediate

: Advanced

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MS office

MS office

: Expert

: Extreme - I love it!

:

More than 7 years

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

OSS

OSS

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Customer-oriented, Problem Solver, Details-oriented, Team Player, Supportive

Online Presence

https://www.linkedin.com/profile/view?id=AAMAAAVNmBkBLNumqkHhE6K7v_XcVSrX1Pzd04k&trk=hp-identity-namehttps://web.facebook.com/khadiga.farouk?ref=bookmarks

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