Maggie Onsi Kostandy
Sr. specialist, contact center agent at Orange Egypt
Assuit, Assiut, EgyptWork Experience
Team Leader at National Bank of Egypt call centerFull Time
National Bank of Egypt call center
Sep 2023 - Present -1 yr, 10 months
Egypt , Assiut
- Job Details:- My role: 1- Monitoring team performance, providing coaching, training and feedback to ensure that the team meets or exceeds their KPIs. 2- Ensure adherence to company policy and procedures. 3- Scheduling one to one and team meetings. 4- Submitting weekly and monthly reports of team analysis to management. 5- Handling daily functions like submitting different sites evaluation of SLA, AHT and not handled requests. 6- Taking actions for the requests that requires leader approval. 7- Handling escalations calls.
Sr. specialist, contact center agentFull Time
Sep 2021 - Present -3 yrs, 10 months
- Job Details:1- Handling calls, chats and emails from compounds residents. 2- Dealing with sales and technical teams to solve customer issue and concerns. 3- Reporting complaints and requests and following up with customers. 4- Keeping customer satisfied by using all of the available policies. 5- Supporting back office team in handling complaints. 6- Following up with detractors to ensure solving their issues and save their experience.
Animation video designerFreelance / Project
SMM
Aug 2019 - Present -5 yrs, 11 months
Egypt , Assiut
- Job Details:Designing animation videos for texts, songs and books to present it in a simple and entertaining way.
TrainerFull Time
Nov 2018 - Aug 2021 -2 yrs, 9 months
- Job Details:1- Delivering Orange products and history to new inductions. 2- Provide new agents with soft skills like communication skills and problem solving. 3- Preparing agenda for the training period to cover all the materials and using different learning techniques to deliver these materials. 4- Preparing the post training evaluation.
first class call center agentFull Time
May 2018 - Aug 2021 -3 yrs, 3 months
Egypt , Assiut
- Job Details:receiving customers' different inquires and complaints and submit it to the concerned department or take the needed action from my side if it is allowed.
Education
Bachelor's Degree in Alsun
Minia UniversityJan 2014 - Jan 2018 - 4 yr
Activities
Volunteer at Eparchial Development Office - Assiut
Volunteering
Jul 2016 - Jun 2018 -1 yr, 11 months
Achievements
I joined Orange company as call center representative for postpaid customer and in this position I got the skill of being multitasking one as I had to listen to the customer while submitting his/her complaint or taking specific action on system. After 3 months I joined training department in which I got some organizational skills as I have to prepare agenda for training to cover our materials in specific time. in addition to presentation skills as we are different so I had to use different learning techniques. After one year of dedicated work between call center department and training department I joined first class segment which is the highest department in the company I got the skill of being the one who focus on details to not miss any thing for providing them with the best experience
Languages
English
AdvancedGerman
Intermediate