Nada Abd El Rahmeem Elameen

Sykes Enterprises

• EMEA OMD SupervisorFull Time

  Nov 2017 - Present -7 yrs, 7 months

  Egypt , Cairo

  • Job Details:• Plays a leading role in the support team. • Collaborates with management to gain knowledge of specific work situations requiring employees to better understand changes in process, policies, procedures, & regulations of SYKES. • Works closely with management to ensure their reporting needs are satisfied • Compiles data and analyzes past and current trends. • Creates Action Plans and Performance Improvement Plans for employees needing to im-prove their performance. • Attends meetings and conference calls. • Conduct performance appraisal for staff members. • Collects, reads, analyze, interprets, and summarizes data in preparation & generation of statistical and analytical reports. • Maintains collection and tracking processes for relevant data. • Maintains appropriate records of contacts and results on a daily basis. • Designs and/or develops specific systems for collection, tracking, and reporting of data. • Provides a variety of reports to Operations, Administration, and HR department. • Interacts/co-ordinates with management in an organized manner resulting in effective da-ta collection and analysis • Works in accordance with the rules, roles and responsibilities set/specified by immediate supervisors. • Delivers reports on time as requested by the client and/or management. • Oversees creation and maintenance of agent level schedules and attendance reporting. Coordinates completion of required supporting documentation for Time & Attendance and payroll processing, including paycheck distribution. • Acts decisively to solve account specific/individual issues related to data genera-tion/analysis /interpretation. • Defines and manages achievement of client performance objectives. Keeps all commit-ments made to SYKES and the client. • PLANNING AND ORGANISING • Ensures that the team is sufficiently staffed through effective scheduling to provide a quality service for operations. • Ensures training and coaching for staff is organized • Plans the monitoring of staff performance • Plans regular feedback to staff of their performance via appropriate methods • directly responsible for the management of their designated team • Have to make various decisions relating to the performance and conduct of staff in their team. • Have to resolve staffing issues to ensure that service levels are met or exceeded
• OMD Analyst (Operation Management Disk)Full Time

  Dec 2014 - Present -10 yrs, 6 months

  Egypt , Cairo

  • Job Details:• Adheres to SYKES policies on ethics and integrity. • Collect, evaluate, and prepare reports and/or other complex statistical data for Opera-tions/HR/WFM/Admin on time. • Prepare statistical and narrative reports and recommendations, and participate in the analy-sis and interpretation of data as appropriate. • Generate/develop & maintain reports/systems to ensure Service Level Agreement. • Collect, read, analyze, interpret, and summarize data in preparation & generation of statis-tical and analytical reports. • Act decisively to solve account specific/individual issues related to data genera-tion/analysis/interpretation • Maintain collection and tracking of relevant data. • Maintain appropriate records of contacts and results on a daily basis. • Design and/or develop specific systems for collection, tracking, and reporting of data. • Compile data and analyze past and current trends. • Provide a variety of reports to Operations, Administration, and HR department. • Work closely with management to assure that their reporting needs are satisfied. • Play a lead role in the support team. • Perform miscellaneous job-related duties as assigned. • Interact/Coordinate with management in an organized manner resulting in effective data collection and analysis. • Collaborate with management to gain knowledge of specific work situations requiring employees to better understand changes in process, policies, procedures, & regulations of SYKES. • Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors. • Keep all commitments made to SYKES and the client. • Deliver reports on time as requested by the client and/or management. • Define and manage achievement of client performance objectives. • Create and Maintain agent level schedules and attendance reporting. • May perform other additional duties and responsibilities as assigned.

Orascom Trading

• Web chat senior customer supportFull Time

  Dec 2013 - May 2014 -5 months

  Egypt , Cairo

  • Job Details:The position is responsible for communicating with existing and potential Vodafone customers via on-line internet conversations. The Chat Advisors will offer exceptional customer service by Answering online chats from customers, quickly assessing their needs and proactively providing solutions. Key Accountabilities: 1) Customers and potential Vodafone customers who surf the Vodafone Homepage, should have the option to be guided to the needed information via the Chat Service. The Chat Customer Service Advisor's function in this part is as an "Online Navigations Aid" who will lead the Chat-Partner to the desired information on the Homepage. This should sustainably increase the self-service rate. Handling all type of chats Billing /Technical.
• Back office agent in Ireland accountFull Time

  Mar 2012 - Sep 2012 -6 months

  Egypt , Cairo

  • Job Details: Handles customer inquiries, complaints and billing issues with the highest level of courtesy and professionalism needed to resolve customer issues by e-mail within the required service level.