Basic Info

Maria Megally

6 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Direct Sales Area Manager at OSN" Orbit Showtime Network"

Experience Details

Direct Sales Area Manager

Customer Service/Support, Sales/Retail

Manager

•Maintaining and increasing sales of the company's products
•Reaching the targets and goals set for my area
•Establishing, maintaining and expanding the customer base
•Servicing the needs of the existing customers
•Increasing business opportunities through various routes to market
•Setting sales targets for individual reps and the team as a whole
•Recruiting and training sales staff
•Allocating areas to sales representatives
•Developing sales strategies and setting targets
•Monitoring the team's performance and motivating them to reach targets
•Compiling and analyzing sales figures
•Dealing with some major customer accounts
•Collecting customer feedback and market research
•Keeping up to date with products and competitors
•Organizing sales activation events


Company Details

OSN" Orbit Showtime Network" (multinational)

6th of October, Egypt

501-1000 employees

Entertainment , Media Production

www.osn.com

Nov 2015 to present (1 year 1 month)
Customer service Team manager at OSN" Orbit Showtime Network"

Experience Details

Customer service Team manager

Customer Service/Support

Manager

•Training new hire agents, to prepare them for new product launches and enhancements
Developing and delivering training materials designed for classroom use.
•Conducts new hire classes for contact center Customer Service Representatives, Support Staff and Leadership.
•Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
•Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
•Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
•Evaluates and records the quality and performance during each call.
•Summarizes findings and recommendations and forwards to management to use in performance assessments and promotional decisions.
•Provides feedback on daily basis to the team members.
•Identifies performance trends and patterns.
•Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
•Provides coaching, advice and guidance based on the performance feedback.
•Participates in meetings and presentations or other designated special projects as assigned by department management.
•Maintains a comprehensive working knowledge of polices and procedure to be updated on Dalili (Our Intranet)
•Develops job aides and other tools to assist representatives in improving overall quality.


Company Details

OSN" Orbit Showtime Network" (multinational)

6th of October, Egypt

501-1000 employees

Entertainment , Media Production

www.osn.com

Nov 2014 to Nov 2015 (1 year)
Customer service Coach at OSN " orbit showtime network"

Experience Details

Customer service Coach

Customer Service/Support

Experienced (Non-Manager)

•Training new hire agents, to prepare them for new product launches and enhancements
Developing and delivering training materials designed for classroom use.
•Conducts new hire classes for contact center Customer Service Representatives, Support Staff and Leadership.
•Conducts classroom training on product releases, support tools, processes and policies updates.
•Coaches and mentors new hires through shadowing and on–the-floor support, to improve performance.
•Generates reports and tracks progress of trainees and personnel during training period.
•Improve the Quality Call Monitoring guidelines.
•Assists in the evaluation of the effectiveness of training based upon the result of the Daily assessments and presentations.
•Develops assessments which are tied to class objectives.
•Prepares lesson plans, training aids and manuals relevant to training materials.
•Communicates and coordinates the transportations and shifts for the trainees.
•Attend conference calls and meetings, as needed.


Company Details

OSN " orbit showtime network" (multinational)

6 october city, Egypt

501-1000 employees

Entertainment

www.osn.com

Jan 2013 to Nov 2014 (1 year 10 months)
Regional Customer Service Representative at OSN " orbit showtime network"

Experience Details

Regional Customer Service Representative

Customer Service/Support

Entry Level

•Contributes to the development and maintenance of standards, policies and procedures regarding customer service
•Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures.
•Facilitates the collection of competitive information in order to monitor business trends and opportunities.
•Adheres to all policies, guidelines and requirements and recommends to senior management.
•Works with the organization’s other branch/regional offices to resolve problems, facilitate solutions and enhance customer service offerings.
•Provides back-up support to other group members in the performance of job duties as required.
•Answers customer inquiries/communications as required.
•Attends regular customer service departmental meetings.
•Advises internal staff of advertisements and campaigns that affect retention.
•Conducts follow up phone calls to survey respondents who have concerns or questions.
•Performs other related duties as assigned by management.


Company Details

OSN " orbit showtime network"

Egypt

501-1000 employees

Entertainment

www.osn.com

May 2010 to Dec 2012 (2 years 7 months)

Education

science in science

Education Details

science

science

Cairo University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Cairo University
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Nagah Language School

Egypt

2005

B / Very Good / 75 - 85%

N/A

Al Nagah Language School
2005

Certifications

Human Resources
Jun 2011

Certificate details

Human Resources

Jun 2011

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Petroleum projects

Jul 2008

Schlumberger

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBusiness DevelopmentCustomer ServiceCustomer Service CoachCustomer Service LeadershipCustomer Service Team ManagerCustomer Service TrainingDirect Sales Area ManagerDrivingEnglishEntertainmentGermanHuman ResourcesLeaderMedia ProductionMicrosoft OfficeMicrosoft PowerPointOSN " Orbit Showtime Network"OSN" Orbit Showtime Network"Petroleum ProjectsPlannerPresenterQuality ControlReadingRegional Customer Service RepresentativeRetailSalesScienceSocialSupportSwimmingTeam Player

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

1-3 years

Fields of Expertise

customer service leadership

customer service leadership

: Advanced

: Extreme - I love it!

:

1-3 years

customer service training

customer service training

: Advanced

: Extreme - I love it!

:

1-3 years

Quality Control

Quality Control

: Intermediate

: High

:

1-3 years

Key Skills

Leader, Planner, Presenter, Social, Team Player

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