Basic Info

Noha Zoelfakar

5 years

Alexandria, Egypt

Bachelor's Degree

Manager

Work Experience

Head of Operations at Lynks

Experience Details

Head of Operations

Business Development

Manager

• Use associated information systems to coordinate and control the order cycle.
• Manage all Operations Team: Procurement, Logistics, Quality and Warehouse.
• Allocate and manage staff resources according to changing needs.
• Liaise and negotiate with customers and suppliers.
• Develop business by gaining new contracts, analyzing logistical problems and producing new solutions.
• Understand, work with and possibly help to develop e-commerce.


Company Details

Lynks

Alexandria, Egypt

51-100 employees

Import and Export

N/A

Jun 2016 to present (6 months)
Operations Team Manager / Operations Nesting Manager at Sutherland Global Services

Experience Details

Operations Team Manager / Operations Nesting Manager

Customer Service/Support

Manager

Sutherland Global Services India, Chennai
Team Manager and Coach – AT&T Uverse Blue
• Train Quality team for Chennai, India.
• Managing nesting teams for their first 30 days of going live.
• CRIFT coach; conduct huddles, trainings and coaching sessions for nesting teams.
• Up skill local team managers on ATT policy, process and coaching tactics
• Up skill SMEs (Subject matter Experts) on product and process knowledge
• Develop reports to ensure that Front Line Reps are capable of delivering client requirements.
• Work with Direct Reports to ensure that the internal and external KPI's are met and exceeded
The above is achieved by ensuring:
• At least 2 Shadow Coaches per team daily
• Observe & Review daily TM / Rep wise trends
• TMs weekly reviews to be done & documented with performance rating for all the above KPI’s
• Based on the finding & or the outcome of daily / weekly reviews initiate & document appropriate actions
• Attend monthly skip meetings and include HR
• Ensure all process updates or changes are shared with SME & Team members to avoid failures or miscommunication.
• Inspections on updates rolled out to the floor by doing dip-stick or spot audits


Company Details

Sutherland Global Services (multinational)

chennai, India

More than 1000 employees

Telecommunications

N/A

Sep 2014 to Jun 2015 (9 months)
Team Manager & Coach at Sutherland Global Services

Experience Details

Team Manager & Coach

Customer Service/Support

Manager

Sutherland Global Service Philippines, Davao
Team Manager & Coach– AT&T, U-verse Blue, Sutherland Global Services, Davao, Philippines
• Travelled to the Philippines to train and manage Customer Service Representatives at Sutherland Global Services, Davao
• Train junior representatives in their first 45 days once endorsed to the production floor
• Conduct presentations to develop and improve representatives at the ethics of customer service and the basics of customer satisfaction
• Was assigned production floor lower performers to develop and improve them in sales skills and customer satisfaction metrics
• Skill transfer best practices of Sutherland Egypt site to Philippines site
• Conduct sessions on Crift (Customer satisfaction)
• Train and share best practices with team managers


Company Details

Sutherland Global Services (multinational)

Davao, Philippines

More than 1000 employees

Telecommunications

N/A

Aug 2013 to Jan 2014 (5 months)
Team Manager at Sutherland Global Services

Experience Details

Team Manager

Customer Service/Support

Experienced (Non-Manager)

Team Manager – AT&T, U-verse Blue, Sutherland Global Services Egypt
• Handling daily reporting tasks
• Handling Daily coaching and development ( CSAT/Rev/AHT )
• Handling Employee Affairs ( Payroll, Attendance, Promotions, Increases)
• Conducting Daily/Weekly Huddles ( CSAT / Sales )
• Development of Assigned SME
• Achieving assigned daily/monthly targets
• Handling Employee PIP/PDP (Performance Improvement Plan/Performance Development Plan
• Handling Customer Escalations
Coach and Trainer – AT&T SW (Southwest Value Channel)
• Develop the bottom quartile of AT&T account and train them professionally on the methods, tactics and techniques of outstanding customer service.
• Insure quality guidelines are adhered to through monitoring daily, weekly and monthly performance and trace the level of improvement.
• Generate reports to present it to the company head to discuss action plans for site improvement and development.
Team Manager – AT&T SW (Southwest Value Channel)
• Train all the representatives and the bottom performers of the account on customer service skills
• Conduct one on one sessions using different coaching and feedback techniques to insure proper knowledge transfer and application
• Sharing best practices with team managers and representatives


Company Details

Sutherland Global Services (multinational)

Alexandria, Egypt

501-1000 employees

Telecommunications

N/A

Oct 2010 to Aug 2013 (2 years 10 months)

Education

MBA in General Management

Education Details

MBA

General Management

Cardiff Metropolitan University, Egypt

Not specified

Marketing Accounting for Decision Makers

MBA, Dual Degree from Cardiff Metropolitan University in association with Arab Academy of Science, Technology and Maritime Transport Spring 2015 - Spring 2018

Cardiff Metropolitan University
2015 - 2018 (Expected)
Bachelor of Arts in English Literature

Education Details

Bachelor of Arts

English Literature

Alexandria University, Egypt

C / Good / 65 - 75%

American & English Literature Drama Civilization Criticism Poetry Translation Literary Movements Writing Greek Methology

N/A

Alexandria University
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Sacred Heart

Egypt

2006

A / Excellent / 85 -100%

N/A

Sacred Heart
2006

Certifications

Noha Zoelfakar
May 2016

Certificate details

Noha Zoelfakar

May 2016

100 out of 120

N/A

N/A

Arab Academy of Science, Technology and Maritime Transport

N/A

AMAT
May 2016

Certificate details

AMAT

May 2016

N/A

N/A

N/A

Arab Academy of Science, Technology and Maritime Transport

N/A

This profile is fresh!
Last update 29 days ago.

Jobseeker photo

Profile Skills and Keywords

AMATAdministrative SupportArabicBeing IndependantBeing OrganizedBusinessBusiness-orientedCRMCreative WritingCustomer ServiceCustomer-orientedData EntryDeveloping SkillsEnglishEnglish LiteratureGeneral ManagementHandles StressHard WorkerHead Of OperationsImport And ExportLeaderLearning New SkillsMBAManagerial SkillsMeeting New PeopleMicrosoft ExcelMicrosoft OfficeMicrosoft OutlookMicrosoft PowerPointMicrosoft WindowsMicrosoft WordNoha ZoelfakarOperations Team Manager / Operations Nesting ManagerPunctualityReadingSocial Media ManagementSupportSutherland Global ServicesTeam ManagerTeam Manager & CoachTelecommunicationsTranslation English-ArabicTravelling

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

1-3 years

CRM

CRM

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Windows

Microsoft Windows

: Advanced

: High

:

1-3 years

Fields of Expertise

Managerial Skills

Managerial Skills

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Expert

: High

:

More than 7 years

Data Entry

Data Entry

: Expert

: Extreme - I love it!

:

3-5 years

Translation English-Arabic

Translation English-Arabic

: Expert

: High

:

More than 7 years

Creative Writing

Creative Writing

: Expert

: High

:

More than 7 years

Administrative Support

Administrative Support

: Expert

: Extreme - I love it!

:

5-7 years

customer service

customer service

: Expert

: Extreme - I love it!

:

5-7 years

Developing Skills

Developing Skills

: Expert

: Extreme - I love it!

:

5-7 years

Social Media Management

Social Media Management

: Intermediate

: High

:

3-5 years

Key Skills

Leader, Business-oriented, Hard worker, Customer-oriented, Handles Stress

Online Presence

eg.linkedin.com/pub/noha-zoelfakar/87/a25/a88/https://www.facebook.com/noha.w.zoelfakar

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