Rana Muhammed Kamal

Huawei Technologies Egypt

• Quality Assurance ExecutiveFull Time

  Jun 2019 - Present -6 yrs, 1 month

  • Job Details:• Monitor inbound, Outbound, Remote & side-by-side calls and evaluate agents' performance concerning the quality of service offered through all channels. • Perform mystery calls to ensure accurate and consistent information delivery to the customers. • Design quality rules and guidelines to achieve the highest performances with team managers. • Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability. • Compile and track performance for teams and individual levels. • Conducting or assisting with regulatory and quality training sessions. • Preparing and maintaining quality management documentation. • Providing departments with quality planning and support. • Giving quality training sessions and Refreshment sessions to the new and existing employees. Delegate tasks as a supervisor. • Gauge score for QAE to check the monitor. • Coaching failed agents. • Analyze data, create reports and communicate feedback. • Train teams to reduce quality problems and increase understanding of quality goals. • Document the current state, risks, and process improvement. • Give recommendations for process improvements based on the customer experience and feedback.
• Customer Service Representative "MEA & E-Commerce Account"Full Time

  Jan 2019 - Jun 2019 -5 months

  • Job Details:• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Answered customer telephone calls promptly to avoid on-hold wait times. • Clarified customer issues and determined the root cause of problems to resolve product or service complaints. • Answered product and service questions, suggesting other offerings to attract potential customers. • Recommended products to customers, thoroughly explaining details. • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. • A promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. • Handling E-Commerce Process.
• Customer Service Representative "Egypt Account"Full Time

  Jun 2018 - Jan 2019 -7 months

  • Job Details:• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Answered customer telephone calls promptly to avoid on-hold wait times. • Clarified customer issues and determined the root cause of problems to resolve product or service complaints. • Answered product and service questions, suggesting other offerings to attract potential customers. • Recommended products to customers, thoroughly explaining details. • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. • A promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.