Basic Info

Omar Zeineldeen

10 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Process Improvement assistant Manager at Abu Dhabi Islamic Bank Cairo, Egypt.

Experience Details

Process Improvement assistant Manager

Banking

Manager

• Developing, Modifying and enhancing Processes and workflows controlling the banking operations and functions across Abu Dhabi Islamic bank in Cairo
• Managing the Technology enhancement and Automation Projects in the bank, coordinating and co-working with all bank related departments and technology related ones.
• Assisting in developing and executing the full improvement yearly plan with the executive board of management


Company Details

Abu Dhabi Islamic Bank Cairo, Egypt. (multinational)

Cairo, Egypt

501-1000 employees

Banking

N/A

Sep 2015 to present (1 year 3 months)
Contact Centre Team Manager at Raya contact centre

Experience Details

Contact Centre Team Manager

Customer Service/Support

Manager

N/A


Company Details

Raya contact centre

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Mar 2012 to Jul 2015 (3 years 4 months)
Quality assurance team Manager at Sutherland global services

Experience Details

Quality assurance team Manager

Quality

Manager

1 Leading a team of QA analysts and Specialists, as well as being responsible of implementing client new processes.
·2 Training new QAs.
·3 Responsible for the coordination between the Quality and the Operations.
·4 Leading projects to improve the performance and meet the client matrices.
·5 Certifying the new customer service associates to join the program. ( 17 Waves so far of minimum 20 agents each)


Company Details

Sutherland global services (multinational)

Alexandria, Egypt

N/A

Outsourcing/Offshoring

N/A

Dec 2010 to Jul 2012 (1 year 7 months)
Quality Assurance Senior Specialist at Vodafone Egypt

Experience Details

Quality Assurance Senior Specialist

Quality

Experienced (Non-Manager)

Assuring the process of the Vodafone New Zealand quality within the Vodafone Egypt call centre, monitoring and auditing all quality related actions within the call centre and coming up with all kinds of reports and analysis that helps in the call centre over all development plan
Giving QA training to new comers and existing employees and newly hired QA specialists


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.vodafone.com.eg

Oct 2007 to Oct 2010 (3 years)
Tier 2 senior agent at Xceed contact centre

Experience Details

Tier 2 senior agent

Customer Service/Support

Experienced (Non-Manager)

Managing the second line of support team supporting UK customers in the Microsoft’s Xbox account.
Handling escalated calls from the call center or from Microsoft UK
Acting as an info reference and a link between Xceed and Microsoft UK in regards to Technical issues related to the Xbox connection to the internet (network Troubleshooting)


Company Details

Xceed contact centre

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring

N/A

Oct 2006 to Jun 2007 (8 months)

Education

BA in Mass Communication

Education Details

BA

Mass Communication, Media Production

Ain Shams University, Egypt

C / Good / 65 - 75%

Verbal and broadcast Communication Media Writing Media Production Media Psychology Press Ethics and Legal regulations

N/A

Ain Shams University
2001 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Ola Modern Schools

Egypt

2000

A / Excellent / 85 -100%

N/A

Al Ola Modern Schools
2000

Training and Courses

Training/Course Details

COPC– contact centre excellence certificate

Jul 2010

Vodafone Egypt

COPC Certified Training on Quality assurance High Performance Management Techniques

Training/Course Details

Six Sigma (yellow belt),

May 2011

Sutherland Global Services

Six Sigma is a well known set of Methodologies used in problem solving and decision making

Training/Course Details

Train the Trainer Workshop

Oct 2009

Vodafone Egypt

T3 Program designed for Quality assurance employees to certify them for delivering quality related trainings

Training/Course Details

Coaching and development workshop

Feb 2010

Vodafone Egypt

Coaching techniques and approaches workshop is given to senior QA analysts to qualify them to Coach and develop targeted employees (Agents, Leaders etc.)

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

Abu Dhabi Islamic Bank Cairo, Egypt.Adobe PhotoshopAnalyticalArabicBankingCOPC Contact Centre Excellence CertificateCoaching And Development WorkshopCommunicatorContact Centre Team ManagerCustomer CareCustomer ServiceDancingDetails-orientedEnglishFood And CookingHard WorkerMass CommunicationMedia ProductionMicrosoft OfficeMulti Cultural OrientationMusicOffshoringOutsourcingPhotographyProcess Improvement Assistant ManagerQuality AssuranceQuality Assurance Senior SpecialistQuality Assurance Team ManagerQuality ControlReadingSix Sigma (yellow Belt),SupportSupportiveSutherland Global ServicesTelecommunicationsTier 2 Senior AgentTrain The Trainer WorkshopTravellingVideo EditingVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

3-5 years

Adobe Photoshop

Adobe Photoshop

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Customer Care

Customer Care

: Advanced

: Extreme - I love it!

:

More than 7 years

Video Editing

Video Editing

: Advanced

: Extreme - I love it!

:

1-3 years

Media Production

Media Production

: Intermediate

: High

:

1-3 years

Key Skills

Analytical, Communicator, Hard worker, Details-oriented, Supportive

Online Presence

https://www.linkedin.com/in/omar-zein-eldeen-a493513a?authType=NAME_SEARCH&authToken=VJUq&locale=en_US&trk=tyah&trkInfo=clickedVertical:mynetwork,clickedEntityId:138208665,authType:NAME_SEARCH,idx:1-2-2,tarId:1470311283428,tas:omar zhttps://www.facebook.com/omar.zeineldeen.3?fref=ts

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