Basic Info

Noha Shaalan

7 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

International lead generation/marketing specialist/director assistant at INFORT/MANSOUR GROUP

Experience Details

International lead generation/marketing specialist/director assistant

Sales/Retail, Logistics/Supply Chain, Marketing/PR/Advertising

Experienced (Non-Manager)

N/A


Company Details

INFORT/MANSOUR GROUP (multinational)

Giza, Egypt

101-500 employees

Information Technology Services, Security and Surveillance, Computer Software

http://www.infort.co/

Sep 2016 to present (3 months)
Quality supervisor at Expedia Canada “Teleperformance Egypt

Experience Details

Quality supervisor

Operations/Management, Tourism/Travel, Project/Program Management

Manager

Provide recommendations to management on how the company can make improvements that impact revenue, costs or customer satisfaction.
Support continuous improvement in quality and performance and demonstrate a strong ability to adapt to change.
Leads the execution of established processes for their team.
Participates/chairs internal/external calibration sessions.
Controls the established monitoring processes and procedures.
Provides constructive feedback on a weekly basis to QA Manager.
Ensures all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
Other duties as assigned.


Company Details

Expedia Canada “Teleperformance Egypt (multinational)

Giza, Egypt, Egypt

More than 1000 employees

Travel and Tourism, Telecommunications

http://www.teleperformance.com/

Aug 2015 to Aug 2016 (1 year)
Senior Quality Assurance at Expedia Canada “Teleperformance Egypt

Experience Details

Senior Quality Assurance

Quality, Tourism/Travel

Experienced (Non-Manager)

To conduct various types of monitoring/coaching in order to ensure that call center employees are in compliance with the rules and regulations and provide excellent customer service when they are handling client’s customers. Functions Major Responsibilities.
• Provide ongoing coaching and support to enable team members to achieve their full potential, call compliance and call quality, which ensures that best quality is being offered and C-SAT rates are being maximized.
• Document and hold performance records of their designated agents; such as on phone performance results, learning curves and C-SAT results.
• Develop own skills utilizing the clients resources and learning situations provided via management.
• Take ownership for own performance
• Identify and apply opportunities to develop and improve skills.
• Develop and maintain current knowledge of the account.
• Maintain record of assigned objectives.
• Monitor calls and provide constructive feedback to the agents, supervisors and CCM via verbal and written communication, supported with numerical reporting according to situation.
• Identify key training needs or skill gaps within the team and present this back to the management team and training department.
• Manage C-SAT internally and externally with the client and management team.
• Communicate and carry out regular briefing sessions with the team that focuses on quality, compliance, trend analysis and overall team performance. These communications will be both written and verbal with the ability to give structure and content to any brief /training


Company Details

Expedia Canada “Teleperformance Egypt (multinational)

Giza, Egypt

More than 1000 employees

Telecommunications, Travel and Tourism

http://www.teleperformance.com/

May 2012 to Aug 2015 (3 years 3 months)
Account Business Development Executive (February 2014 – July 2014) “Loan” at Teleperformance Egypt - http://www.teleperformance.com/

Experience Details

Account Business Development Executive (February 2014 – July 2014) “Loan”

Business Development, Sales/Retail

Entry Level

Develop a growth strategy focused both on financial gain and customer satisfaction
Conduct research to identify new markets and customer needs
Arrange business meetings with prospective clients
Promote the company’s products/services addressing or predicting clients’ objectives
Provide trustworthy feedback and after-sales support
Build long-term relationships with new and existing customers


Company Details

Teleperformance Egypt - http://www.teleperformance.com/

Giza, Egypt

More than 1000 employees

Telecommunications

http://www.teleperformance.com/

Feb 2014 to Jul 2014 (5 months)
Senior Travel consultant at : Expedia Canada “Teleperformance Egypt”

Experience Details

Senior Travel consultant

Tourism/Travel

Entry Level

esearch various destinations and means of travel regarding prices, customs, weather conditions, reviews etc.
Diagnose the clients’ specifications and wishes and suggest suitable travel packages or services
Organize travels from beginning to end, through booking tickets and accommodation, securing rental transportation etc.
Supply travelers with pertinent information and useful travel/holiday material (guides, maps, event programs etc)
Collect deposits and balances
Use promotional techniques and prepare promotional materials to sell itinerary tour packages
Handle unforeseen problems and complaints and determine eligibility for money returns
Attend conferences to maintain familiarity with tourism trends
Create and update electronic records of clients
Maintain relationships with key persons
Keep financial statements and documents
Reach the revenue and profit targets


Company Details

: Expedia Canada “Teleperformance Egypt”

gizah, Egypt

More than 1000 employees

Telecommunications, Travel and Tourism

” http://www.teleperformance.com/

Dec 2010 to May 2012 (1 year 5 months)
Sales Coordinator at Hamza Group

Experience Details

Sales Coordinator

Marketing/PR/Advertising , Sales/Retail

Entry Level

•Assists the sales team, focusing mostly on managing schedules and the distribution of any sales documentation.
•Prepares and then follows up on any sales quotations made for clients, negotiating terms with the client at a cost best suited for them.
•Efficiently respond to any online or telephone queries in a calm and friendly manner.
•Liaise between other departments and the client to provide the service most suitable to the client’s needs, cost and time restraints.
•Work closely with the Sales team to assess the progress of the department and develop Sales strategy accordingly.
•Produce reports on progress within the department and outline any developed strategies to improve.
•Responsible for overseeing any supercharges and evaluating any alterations to both external and internal staff.


Company Details

Hamza Group

gizah, Egypt

51-100 employees

Business Supplies and Equipment

N/A

Aug 2010 to Nov 2010 (3 months)

Achievements


Constructed Call Center Score Card with the assistance of the Qaultiy Team for the Sales Team main objective of the score card Is Customer Satisfation/Delivery of Disclosuers/Cross selling different company products/upselling higher benefits to increase income/Making sure that Agents are Engaging and interacting with customer properly for Better customer expwrience and ensuring A strong realtion with Customers to always Have our company as a Beneficial refrence.

Education

Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Cairo University, Egypt

Not specified

N/A

N/A

Cairo University
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El Manar

Egypt

2004

B / Very Good / 75 - 85%

N/A

El Manar
2004

Training and Courses

Training/Course Details

english

Aug 2007

British council

Summer job for 3 months took place in 2007 & 2008

Training/Course Details

ICDL

Sep 2009

Russian Center

covering Microsoft Programs in details

Training/Course Details

Time Managment

May 2015

Teleperformance

How to priotorize Tasks and Meeting. How to Plan and organize Tasks achievement and Delivery.

Training/Course Details

Data Analysis

Jul 2015

Teleperformance

Different types of Anaylsis "fish bone/statistical/5 why/SWOT" Reading Data for Different chart types Correlation and Constructing Action Plans to give Clear directions. Recommendations based on analysis. Process Creation

Training/Course Details

Advanced Excel

Mar 2015

Russian Center

Detailed Equations 1-Vlookup 2-Hlookup 3-ifs 4-parito Charts. ...etc

Training/Course Details

Presentation Skills

Oct 2014

Teleperformance

N/A

Training/Course Details

Leadership/communication skills

Jun 2015

Teleperformance

N/A

This profile is fresh!
Last update 15 days ago.

Jobseeker photo

Profile Skills and Keywords

Account Business Development Executive (February 2014 July 2014) LoanAccountingAdvanced ExcelAnalystAnalyticalArabicAuditingBusinessBusiness AnalystBusiness DevelopmentBusiness Supplies And EquipmentCiscoComputer SoftwareData AnalysisDetails-orientedDoodlingEnglishExcelExpedia Canada Teleperformance EgyptFoodFrenchGamesHand CraftingICDLINFORT/MANSOUR GROUPInformation Technology ServicesInnovativeInternational Lead Generation/marketing Specialist/director AssistantLeadership/communication SkillsLogisticsManagementMarketingMicrosoft PowerPointMicrosoft WordMoviesPaintingPlannerPresentation SkillsProgram ManagementProjectQuality AssuranceQuality ControlQuality SupervisionQuality SupervisorReadingRelaxingRetailSalesSales CoordinatorSecurity And SurveillanceSenior Quality AssuranceSenior Travel ConsultantSwimmingTeam PlayerTelecommunicationsTicketingTime ManagmentTourismTrainingTransportationTravelTravel AgenciesTravel And TourismTravelling

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Intermediate

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

3-5 years

Cisco

Cisco

: Expert

: Extreme - I love it!

:

5-7 years

Excel

Excel

: Advanced

: Medium

:

3-5 years

Fields of Expertise

Ticketing

Ticketing

: Expert

: High

:

3-5 years

Travel agencies

Travel agencies

: Expert

: Extreme - I love it!

:

3-5 years

Training

Training

: Advanced

: High

:

1-3 years

Analyst

Analyst

: Advanced

: High

:

1-3 years

Auditing

Auditing

: Advanced

: High

:

1-3 years

business analyst

business analyst

: Advanced

: High

:

3-5 years

Quality supervision

Quality supervision

: Advanced

: High

:

Less than 1 year

Key Skills

Analytical, Planner, Details-oriented, Innovative, Team Player

Online Presence

https://www.linkedin.com/profile/view?id=144397299&trk=nav_responsive_tab_profile_pic

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