Basic Info

Mona Wahdan

10 years

Cairo Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Intraday & Scheduling Analyst at Stream Global Services - Convergys

Experience Details

Intraday & Scheduling Analyst

Operations/Management

Experienced (Non-Manager)

My main responsibility is the Real Time queue & Adherence Management.
☺Manage vacation requests, attendance policy adherence and real time efficiency.
☺Schedule and optimize day-to-day off phone activities within +/- 4% variance by half hour intervals.
☺Responsible for determining and communicating work schedules to production floor.
☺Develops and establishes standards and operational procedures for all departments.
☺Responsible for accuracy and timeliness on all intraday KPI reporting.
☺Runs reports in various support systems and packages data as needed for management awareness and presentation.
☺Prepares action plans to improve results.
☺Effectively work with operations team to ensure that all client performance metrics are met.
☺Monitors call centers for conformance to workforce planning and analysis processes and procedures, including staffing, scheduling, payroll, vacation selection, and systems use.
☺Performs audits and provides analysis of results to identify issues and trends.
☺Have a comprehensive understanding of scheduling and forecasting, including attendance management and current labor contracts.
☺Responsible for intraday management as it relates to controlling daily staffing activities to ensure that objective answer times are achieved.


Company Details

Stream Global Services - Convergys (multinational)

6th of October, Egypt

501-1000 employees

Outsourcing/Offshoring

http://www.convergys.com/

Mar 2015 to Aug 2016 (1 year 5 months)
Customer Support Professional at Stream Global Services - Convergys

Experience Details

Customer Support Professional

Customer Service/Support

Experienced (Non-Manager)

I was a professional customer support at EXPEDIA account, HOTELS.COM Support DEPARTMENT, French speakers.
☺I support customer who did reservations using our websites and affiliates websites to spend a wonderful trip.
☺I gave training to my colleagues for new tools like New Navigator system and Voyager system, also I supported them for the same systems where we work and where we leave a note for customer's case.
☺I took training for how to coach an agent and I was for 4 times a peer-mentor on the new hires agents.
☺I supported my colleagues as a Floor walker and I took customer's hard call.
☺I worked in the high seasons as a sales & support agent (Double Skills) for saving our queue.
☺I worked on back-office queue, create invoices, refund amounts, create discount vouchers, add manually credits on customer’s accounts, send and answer Tier3 escalations, and check new updates on system.
☺I handle the French, Belgium, Switzerland and Canadian people Sales & Support queue.
☺From 02-2014 To 05-2014: I delegated as TM for 3 month doing all TM duties {01- Setting and meeting performance targets for speed, efficiency, support and quality. 02- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues. 03- Monitoring and coaching random calls for the team to improve quality, minimize errors and track operative performance. 04- Coordinating team recruitment, including writing vacancy advertisements and liaising with HR staff. 05- Reviewing the performance of team, identifying training needs and planning training sessions. 06- Handling the most complex customer complaints or enquiries. 07- Organizing staffing, including shift patterns and the number of agents required to meet demand. 08- coaching, motivating and retaining team and coordinating bonus, reward and incentive schemes.
☺I get courses using Stream University tool in {Call Center Management & Knowledge center}.
☺From 08-2010 To 10-2010; From 02-2011 To 04-2011; From 02-2012 To 04-2012;
From 02-2013 To 04-2013 & From 08-2014 To 10-2014: I was a HR recruiter (Task).


Company Details

Stream Global Services - Convergys (multinational)

6th of October, Egypt

501-1000 employees

Outsourcing/Offshoring

http://www.convergys.com/

Feb 2010 to Mar 2015 (5 year 0 month)
Customer & Technical Support at Xceed Contact Center

Experience Details

Customer & Technical Support

Customer Service/Support

Experienced (Non-Manager)

I was a customer & technical support at XCEED CONTACT CENTER for XBOX account, which is produced by Microsoft, French language department.
☺I supported customers who use XBOX by examine the device if it working well or need to be sent to the repair center, so I will create a repairing order, if customers need to be connected to internet using the device I help them and if they need to share media with their computer also I guide them.
☺I worked on an English system and I wrote all reports in English therefore, my English improved significantly.
☺The Company send me among a large group at the French University in Egypt to take training on contemporary French culture and I had benefited greatly from this training in the area of customer service.
☺I worked in the administration field for the CANADIAN account "Videotron"; it is the internet company for Quebec in Canada.
☺I have handled the French, Belgium, Switzerland and Canadian people.
☺From 05 – 2009 To 09 – 2009: I was a HR recruiter (Task).


Company Details

Xceed Contact Center

Smart Village, Egypt

More than 1000 employees

Outsourcing/Offshoring

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

Aug 2007 to Feb 2010 (2 years 6 months)
Secretary & Translator at The General Association for Catholic Schools

Experience Details

Secretary & Translator

Administration

Experienced (Non-Manager)

I was a secretary & translator at THE GENERAL ASSOCIATION OF CATHOLIC SCHOOLS.
☺My capability in the secretary branch is filing all information, write reports about appointments, coordination with sister associations, organize conferences and events plus our annual conference for education & our camps in many beaches for several student from primary to faculty; also I answer & direct phone calls, greet & welcome visitors & respond to general inquires.
☺In the field of translation I've been translated several letters from French to Arabic and vice versa, I've also translated several letters from English to Arabic and vice versa.


Company Details

The General Association for Catholic Schools (multinational)

DownTown, Egypt

More than 1000 employees

Education

N/A

Sep 2003 to Jul 2007 (3 years 10 months)
Journalist (intern) at The world in our Hands - magazine

Experience Details

Journalist (intern)

Media/Journalism/Publishing

Entry Level

I was a journalist at "the world in our hands" magazine (العالم بين ايدينا) published by The General Association of Catholic Schools.
☺I took several training with several journalists like M.Nabil Sedik 'journalist at Sabah El-kheir', M.Ezzat Hezkial 'journalist at Watani'.
☺I worked in the same field as a News Editor at Al-Ahram newspaper, Al-Goumhoreya newspaper and Akhbar Al-Youm newspaper.


Company Details

The world in our Hands - magazine

DownTown, Egypt

11-50 employees

Education

N/A

Sep 2000 to Sep 2005 (5 years)
Marketing Reprisentative at Ce Soir for travel

Experience Details

Marketing Reprisentative

Marketing/PR/Advertising

Manager

I was a Marketing Representative for one month at "Ce Soir" for travel in the marketing field and I have been promoted to a Team Leader in the same field for 3 months after I left company.


Company Details

Ce Soir for travel

Haram, Giza, Egypt

51-100 employees

Travel and Tourism

N/A

Oct 2002 to Jan 2003 (3 months)

Achievements


I was delegated as Team Leader for 3 month.


I was promoted after 3 month to be a Team Leader.


I was a basket ball Player

Education

French language in French Language

Education Details

French language

French Language

Cairo University, Egypt

C / Good / 65 - 75%

I was student at Faculty of Arts, Department French language, Cairo University.

N/A

Cairo University
2001 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Religieuse Du Bon Pasteur

Egypt

2001

A / Excellent / 85 -100%

I was a school student at "Religieuse Du Bon Pasteur" Shobra; school for French language.

Religieuse Du Bon Pasteur
2001

Training and Courses

Training/Course Details

Call Center Managment

Dec 2014

Call Center

Using Stream University.

Training/Course Details

How to coach an agent

Sep 2014

Call Center

using Stream Unversity.

Training/Course Details

How to be a good Team Leader

May 2014

Call Center

using Stream University

Training/Course Details

How to train a new Hire

Feb 2014

call center

using Stream University

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

Jobseeker photo

Profile Skills and Keywords

AdaptiveAdministrationAntaliaArabicBasketballBora BoraCall CenterCall Center ManagmentCreativeCustomer & Technical SupportCustomer ServiceCustomer Support ProfessionalDrawingEducationEnglishFacebookFamilyFlexibleFrenchFrench LanguageFriendsGreceHow To Be A Good Team LeaderHow To Coach An AgentHow To Train A New HireHuman Resources (HR)InstagramInternetIntraday & Scheduling AnalystJournalismJournalistManagementManagmentMarketingMarketing ReprisentativeMediaMicrosoft ExcelMicrosoft OutlookMicrosoft PowerpointMicrosoft PublisherMicrosoft WordMoviesMusicOffshoringOrganizedOrganizerOutsourcingParisPhotoshopProblem SolverPublishingSecretary & TranslatorSocialStoriesStream Global Services - ConvergysSupportTeachingThe General Association For Catholic SchoolsTrainingTravel And TourismTraveling

Self-assesed Skills

Languages

French

French

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Intermediate

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

More than 7 years

Teaching

Teaching

: Expert

: High

:

1-3 years

Training

Training

: Expert

: Extreme - I love it!

:

3-5 years

Human Resources (HR)

Human Resources (HR)

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Outlook

Microsoft Outlook

: Intermediate

: High

:

1-3 years

Fields of Expertise

Administration

Administration

: Expert

: Extreme - I love it!

:

1-3 years

Call Center

Call Center

: Expert

: Extreme - I love it!

:

5-7 years

Managment

Managment

: Expert

: Extreme - I love it!

:

1-3 years

Marketing

Marketing

: Advanced

: Little

:

Less than 1 year

Education

Education

: Intermediate

: Medium

:

1-3 years

Key Skills

Creative, Organizer, Problem Solver, Flexible / Adaptive, Social

Online Presence

https://www.linkedin.com/in/mona-wahdan-2882b3128?trk=hp-identity-namehttps://www.facebook.com/profile.php?id=100013550205146

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