Basic Info

Ola Abd Elsamiee

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Quality Assurance at Banque Du Caire

Experience Details

Quality Assurance

Quality, Banking, Customer Service/Support

Experienced (Non-Manager)

• Monitor the call center calls to ensure that the customers' Customers’ requests/complaints are handled efficiently and call ended with satisfied end user .
• Ensure that the Bank process and procedures, and Compliance rules are followed.
• Perform weekly/monthly reports include monitored quality scored calls for all Units (complaints, operations, inbound, outbound ...) & monitored calls adherence and present achievements.
• Make sure of End User satisfaction through weekly survey.
• Improving the team performance through Creating training programs and materials for new comers and already existed agents covering the customer service standards, soft skills, telephone etiquette
in addition to training sessions for new added services/products/systems.
• Perform quality measurements, performance analysis, and set required action plans.
• Provide call center head with effective recommendations to improve the quality of services.
• Managing quality score calls calibration during calibration sessions.
• Create call scripts according to different calls types.
• Deliver the required coaching for agents on spot.


Company Details

Banque Du Caire

Cairo, Egypt

More than 1000 employees

Banking

N/A

Feb 2017 to present (11 months)
Call Center Representative & Co Trainer at Banque Du Caire

Experience Details

Call Center Representative & Co Trainer

Banking, Customer Service/Support

Experienced (Non-Manager)

Provide customers with product and service information. Handling all banking requests (balance inquiries, Activation or deactivation for debit and credit cards- Account details and balances- Credit card details and balances- Branches & ATM networks.) Interfaces with other internal department to resolve customer's problems & requests as necessary handling customers complains. Provide new comers with the required training and product information in addition , Part of the team which is responsible for making the required reports for the call center, Updating any new details or information in database,testing new systems and explaining the required information , how to deal with customers and how to use systems and applications for the new employees.


Company Details

Banque Du Caire

Cairo, Egypt

More than 1000 employees

Banking

N/A

Apr 2015 to Jan 2017 (1 year 9 months)
Telesales Agent at Crown Card

Experience Details

Telesales Agent

Sales/Retail

Entry Level

Responsible for selling discount cards and recruit new customers to the company Follow up with the recent customers with any new offer and to make sure there is no problem occurred while using the card Follow up with the new subscribed customers to make sure that the offer is illustrated well and if the customer has any question


Company Details

Crown Card

Cairo, Egypt

501-1000 employees

Retail, Telecommunications

N/A

Sep 2014 to Mar 2015 (6 months)
Volunteer (volunteer) at جمعية بدر الحرمين

Experience Details

Volunteer (volunteer)

Education/Teaching, Training/Instructor

Entry Level

Responsible for teaching young children their lessons specially math and english


Company Details

جمعية بدر الحرمين

Giza, Egypt

51-100 employees

Non-Profit Organizations

N/A

Dec 2011 to Dec 2013 (2 years)

Education

Bachelor's Degree in Foreign Trade Economics

Education Details

Bachelor's Degree

Foreign Trade Economics, Micro Economics, Macro Ecnomics

Helwan University, Egypt

C / Good / 65 - 75%

N/A

N/A

Helwan University
2007 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Rod Elfarag Secondary School for Girls

Egypt

2006

A / Excellent / 85 -100%

N/A

Rod Elfarag Secondary School for Girls
2006
Jobseeker photo

Profile Skills and Keywords

AdaptiveAnalyse DataBankingBusiness DevelopmentCall CenterCall Center Representative & Co TrainerComputer SkillsComputerized AccountingCustomer CareCustomer ServiceEnglishFlexibleForeign Trade EconomicsHard WorkerICDLInternet ResearchMacro EcnomicsMicro EconomicsMicrosoft ExcelMicrosoft OutlookMicrosoft WordNon-Profit OrganizationsOrganizerPeachtreePlannerProblem SolverQuality AssuranceQuality ControlQuickBooksReportsRetailSalesSupportTeachingTelecommunicationsTelesales AgentTrainingTraining / TeachingVolunteer

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

1-3 years

Sales

Sales

: Advanced

: Little

:

Less than 1 year

Banking

Banking

: Advanced

: Extreme - I love it!

:

1-3 years

Customer Service

Customer Service

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: Extreme - I love it!

:

1-3 years

Computer Skills

Computer Skills

: Advanced

: Extreme - I love it!

:

1-3 years

Teaching

Teaching

: Advanced

: High

:

1-3 years

Training

Training

: Advanced

: High

:

1-3 years

Quality Assurance

Quality Assurance

: Advanced

: Extreme - I love it!

:

Less than 1 year

Call Center

Call Center

: Advanced

: Extreme - I love it!

:

1-3 years

Customer Care

Customer Care

: Advanced

: Extreme - I love it!

:

1-3 years

Internet Research

Internet Research

: Advanced

: High

:

1-3 years

computerized accounting

computerized accounting

: Intermediate

: Medium

:

Less than 1 year

ICDL

ICDL

: Intermediate

: High

:

Less than 1 year

QuickBooks

QuickBooks

: Beginner

: Little

:

Less than 1 year

Peachtree

Peachtree

: Beginner

: Medium

:

Less than 1 year

Fields of Expertise

Training / Teaching

Training / Teaching

: Advanced

: High

:

Less than 1 year

analyse data

analyse data

: Beginner

: Medium

:

Less than 1 year

Reports

Reports

: Beginner

: Medium

:

Less than 1 year

Key Skills

Planner, Hard worker, Organizer, Problem Solver, Flexible / Adaptive

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