Basic Info

Mohammad Gamal

8 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Operations Account Manager at Raya Contact Centre

Experience Details

Operations Account Manager

Operations/Management

Manager

• Accountable for the performance of supervisors by coaching, creating and maintaining development plans, setting objectives, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making
• Accountable for the identification of training needs of the team, for fulfilling those and ensuring a development plan is in place for a successor
• Accountable for liaising with any remote sites and ensuring that they deliver an effective, consistent, high quality service.
• Communicates company policies
• Completes, maintains and processes pertinent paperwork and records
• Accountable for the recruitment of staff
• Responsible for the accurate tracking of costs related to or billable to the client
• Responsible for ensuring that all related prices, costs etc. are kept up to date
• Participates in creating budgets and forecasts
• Measures and tracks financial performance against forecast and budget
• Responsible for the accurate and timely invoicing of clients


Company Details

Raya Contact Centre (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.rayacorp.com

Dec 2015 to present (1 year)
Operations Team Leader at Raya Contact Centre

Experience Details

Operations Team Leader

Operations/Management

Manager

 Create a positive working environment that helps the team achieve its best performance.
 Provide the team with a vision of the project objectives.
 Motivate and inspire team members.
 Lead by setting a good example where behaviour is consistent with words.
 Coach and help develop team members and resolve dysfunctional behaviour.
 Facilitate problem solving and collaboration.
 Maintain Healthy group dynamics.
 Intervene when necessary to aid the group in resolving issues.
 Assure that the team members have the necessary education and training to effectively participate on the team.
 Recognize and celebrate team and team member accomplishments and exceptional performance.
 Provide necessary business information.
 Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel.


Company Details

Raya Contact Centre (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.rayacorp.com

Apr 2014 to Nov 2015 (1 year 7 months)
Samsung UK- IT & Notebook Technical Support at Teleperformance Egypt

Experience Details

Samsung UK- IT & Notebook Technical Support

Customer Service/Support

Experienced (Non-Manager)

 Assist customers by giving technical support and guidance through troubleshooting to overcome technical challenges.
 Offer recommendations and technical information to help customers choose from various verities of products and technical specs.
 Coordinate with service centres to identify the cause of problem and decide whether to carry out a warranty or chargeable repair.
 Retain customers and compensate them through exceptions and good will gestures to always keep Samsung customer a happy one.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.teleperformance.com

Dec 2013 to Apr 2014 (4 months)
Senior Customer Care Representative at Vodafone Egypt

Experience Details

Senior Customer Care Representative

Customer Service/Support

Experienced (Non-Manager)

 Maintain excellent negotiation and listening skills.
 Use strong verbal and written communication skills.
 Have excellent knowledge of (Next Best Action) project & having the required skills to use it.
 Maintain excellent problem solving and ability to make timely decisions.
 Always have excellent Knowledge of VF products & service.
 Have excellent knowledge of VF data products ( BB , I-Phone, USB, ADSL…etc)
 Having excellent skills to eliminate unnecessary process & drive down unneeded costs.
 Be self motivated person & have the ability to work under stress
 Conduct initial training for new employees.
 Offer differentiated service to the Platinum & Premium customers by optimum handling of customers’ queries & complaints.
 Activate mobile lines on the system & services on the network.
 Ensure that the target of the company is achieved which is exceeding customers’ expectations in the level of service rendered.
 Handling hard calls and complaints in a professional way.
 Promote new products and services and educate customers on how to use them.
 Follow up on all customers’ related issues to provide timely feedback.
 Adhere to Customer Operations Department policies and procedures.
 Create communication channels with different departments to resolve customers’ problems and requests when needed.
 Provide customers with right recommendations and actions.
 Perform periodical tasks efficiently and effectively.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.vodafone.com.eg

Apr 2008 to Oct 2012 (4 years 6 months)

Education

Bechelor in Eng. Electronics & Communication Engineering in Eng. Electronics & Communication Engineering

Education Details

Bechelor in Eng. Electronics & Communication Engineering

Eng. Electronics & Communication Engineering

Arab Academy for Science, Technology and Maritime Transport, Egypt

C / Good / 65 - 75%

N/A

N/A

Arab Academy for Science, Technology and Maritime Transport
2001 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Sakkara Language school

Egypt

2000

B / Very Good / 75 - 85%

N/A

Sakkara Language school
2000

Training and Courses

Training/Course Details

Team Management

Aug 2015

Ontrac

Team & operations management

Training/Course Details

Effective Presentation skills

Jan 2011

Dale Carnige

Effective presentation skills

Training/Course Details

Emotional Intelligence

Apr 2008

Innovative group

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalArabicBusiness-orientedConsumer ServicesCustomer Care OperationsCustomer ServiceEffective Presentation SkillsEmotional IntelligenceEng. Electronics & Communication EngineeringEnglishLeaderMS OfficeManagementOperations Account ManagerOperations Team LeaderOracle SiebelPresenterRaya Contact CentreSamsung UK- IT & Notebook Technical SupportSenior Customer Care RepresentativeSupportTeam ManagementTeam PlayerTeleperformance EgyptVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MS Office

MS Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Oracle Siebel

Oracle Siebel

: Advanced

: Extreme - I love it!

:

5-7 years

Fields of Expertise

Customer Care Operations

Customer Care Operations

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Business-oriented, Presenter, Team Player

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