Basic Info

Nabila Osman

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Support Manager at FX Stations

Experience Details

Customer Support Manager

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

FX Stations

Cairo, Egypt

N/A

Financial Services

N/A

May 2016 to present (7 months)
Operation Team Leader " Suez Cement" at Raya Contact Center

Experience Details

Operation Team Leader " Suez Cement"

Customer Service/Support, Business Development, Administration

Experienced (Non-Manager)

• Annual Marketing Researches Questionnaire, reports, analysis &Presentations;.
•Monthly surveys to evaluate customer's satisfactions towards our services.
Supervise and directs the operations of team.
• Setting the targets for the operation team.
• Appraises the team on Annual basis.
• Implementing the new scopes in the operation and creating the process.
• Insure the corrective actions are taken.
• Communicate with the clients concerning the business results.
• Log and act on client requests.
• Table F Awareness starting from CUIKA abbreviations & Action Plan.
• Maintaining COPC standards & Metrics.
• Insure that we are maintaining all SM ( Service Manual ) factors starting from
(Working Hours, Staffing, SLA, Quality and Client Reports).
• Reviewing the Invoice, GP (Gross Profit) for the Project.
• Handling the client`s needs for Service Centers capacity, CPA Cases.
• Making daily Performance & Coaching for dropped items.
• Monitoring SLA per interval & applying over and under rules.
• Monitoring all teams' members to insure that we are sticking to the process.
• Insure that we are meeting the CSAT percentages.


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Consumer Services , Information Technology Services, Manufacturing

N/A

Apr 2013 to Apr 2016 (3 years)
Operation Team Leader " Pepsico & Al Abd" at Raya Contact Center

Experience Details

Operation Team Leader " Pepsico & Al Abd"

Customer Service/Support, Business Development, Administration

Experienced (Non-Manager)

N/A


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

N/A

Consumer Services , Food and Beverage Production, FMCG

N/A

Apr 2015 to Apr 2016 (1 year)
Call Center Agent " Suez Cement " at Raya Contact Center

Experience Details

Call Center Agent " Suez Cement "

Customer Service/Support

Experienced (Non-Manager)

• Handle customer inquiries and Complaints in professional way on the telephone
• Reserve CPT orders after revise the customers balance .
• Providing accurate and pertinent information according to customer care
Center guidelines and standards.
• Responds to customer inquiries in a friendly, polite, professional and
Supportive way.
• Identifies the customer requirement accurately and offers him all possible help
In quickest possible time, using job knowledge and data seeking capabilities.
• Deals with inquires independently and maintaining proper customer care
Norms until the customer is satisfied with the provided information and ends the
Call.
• Ensure compliances with agreed KPIS.
• Ensures positive corporate image ensuring compliance with End users NDA,
Procedures and guidelines.


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Consumer Services , Manufacturing, Information Technology Services

N/A

Dec 2010 to Apr 2013 (2 years 4 months)
Admin-Assistant at Eye-Tec

Experience Details

Admin-Assistant

Administration

Experienced (Non-Manager)

-Prepare Meeting Minutes , Filling , arrange meetings & Interviews .
-Handel Clients complains & inquiries .
-Prepare different departments reports .


Company Details

Eye-Tec (multinational)

6 October, Egypt

1-10 employees

Marketing and Advertising

N/A

Jun 2010 to Dec 2010 (6 months)

Education

Bachelor's Degree in Archaeology

Education Details

Bachelor's Degree

Archaeology

Faculty of Archaeology, Cairo University, Egypt

C / Good / 65 - 75%

Conservation and Restoration Department.

N/A

Faculty of Archaeology, Cairo University
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Abassia El-Tagrebia

Egypt

2004

A / Excellent / 85 -100%

N/A

Al Abassia El-Tagrebia
2004

Certifications

Certificate details

Basic Business Skills Acquisition (BBSA)

Jun 2010

N/A

N/A

N/A

Future Generation Foundation (FGF)

Training
• English course (4 L

Certificate details

On track Start Certification Program

May 2015

N/A

N/A

N/A

Etisal

•Supervisor Jobs.
•Performance Measurement.
•Performance Analysis.
•Performance Management.
•Motivational Techniques.
•Attrition.
•Customer Focus

Certificate details

Creativity and Innovation

Mar 2016

N/A

N/A

N/A

N/A

This profile is fresh!
Last update 15 days ago.

Jobseeker photo

Profile Skills and Keywords

Admin-AssistantAdministrationArabicArchaeologyBasic Business Skills Acquisition (BBSA)BusinessCMS ,SAP,CRM & SeibelCMS And SAP ApplicationsCRM And SeibelCall Center Agent " Suez Cement "CommunicatorConsumer ServicesCreativity And InnovationCustomer ServiceCustomer Support ManagerCustomer-orientedEnglishEye-TecFMCGFinancial ServicesFood And Beverage ProductionHandles StressInformation Technology ServicesInternetManufacturingMarketing And AdvertisingMarketing ResearchOn Track Start Certification ProgramOperation Analysis Tools ( Parto , Scatter , Stdev And HistogramOperation Team Leader " Pepsico & Al Abd"Operation Team Leader " Suez Cement"Problem SolverRaya Contact CenterSupportTeam PlayerTravelWindows, Word, Excel, Power Point And InternetWriting

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Intermediate

Tools and Technologies

Operation analysis tools ( Parto , scatter , Stdev and Histogram

Operation analysis tools ( Parto , scatter , Stdev and Histogram

: Expert

: Extreme - I love it!

:

1-3 years

Windows, Word, Excel, Power Point and Internet

Windows, Word, Excel, Power Point and Internet

: Expert

: Extreme - I love it!

:

3-5 years

CMS ,SAP,CRM & seibel

CMS ,SAP,CRM & seibel

: Expert

: High

:

3-5 years

Fields of Expertise

Windows, Word, Excel, Power Point and Internet

Windows, Word, Excel, Power Point and Internet

: Expert

: Extreme - I love it!

:

5-7 years

CRM and Seibel

CRM and Seibel

: Expert

: High

:

5-7 years

CMS and SAP applications

CMS and SAP applications

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Communicator, Customer-oriented, Problem Solver, Handles Stress, Team Player

Online Presence

https://www.facebook.com/bolbola.nabil.75

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