Basic Info

Mohamed Mostafa

11 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Head Of Operations at Etisal International

Experience Details

Head Of Operations

Customer Service/Support

Manager

The fully responsible on the whole operations in Abbaseya premises on both parts "Operation management & account management" reporting directly to GM.


Company Details

Etisal International (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Jun 2016 to present (6 months)
Operation Senior Supervisor at Etisal International

Experience Details

Operation Senior Supervisor

Customer Service/Support

Manager

Projects under my umbrella:

• Burger King & Texas
• Misr Travel
• Dairy queen
• Al Tazaj
• GAD.
• La Poire
• Test Pesty

My role is to keep the operation running well and functioning smoothly in parallel with all branches by providing our customers with high level of customer experience and increase sales for our clients through sales techniques and cross & up sell.

Some of my tasks and responsibilities:

• Leading SMO projects with help of team leaders and make sure that all customers requests finalized within the agreed service time.
• Monitoring the agents and the leader’s performance.
• Setup account process and modify it.
• Monitor the branches transactions treatment wither its delivered or returned or canceled etc…
• Communicating with the marketing and involved with the company plan to be able to forecast the calls.
• Forecasting the call center calls and schedules the agents upon it.
• Initiate the weekly plan in terms of schedule, breaks and non phone activities such as “team meeting, one to one, off queue activities, etc…” for the call center.
• Meet with the GM and all HOD’s all projects quarterly to review the call center results.


Company Details

Etisal International (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Jan 2014 to May 2016 (2 years 4 months)
Operation Supervisor at Etisal International

Experience Details

Operation Supervisor

Customer Service/Support

Manager

I have been requested to join a new account in the pre-launch with Mobily team “Operation manager & 4 supervisors including me”.

With the same job description mentioned below in the activation and that decision was based on the previous achievements I had in the 4 years since the company launched and this team has been selected to acquire the COPC and ISO certificate for the company.


Company Details

Etisal International (multinational)

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Nov 2011 to Dec 2013 (2 years 1 month)
Operation Supervisor at Etisal International

Experience Details

Operation Supervisor

Customer Service/Support

Manager

The fully responsible on the "Pre Paid activation project" started with 50 seat, 100 agents and 7 Team Leaders and reached in 2 months to 200 agent and 15 Team Leader and 4 Supervisors after achieving results, maintain client satisfaction and achieve client satisfaction in this 2 months.

• Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
• Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
• Planning and supervising changes and managing the daily operations of call centre.
• Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
• Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
• Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
• Recording statistics, performance levels and user rates of the call centre and preparing the reports.
• Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
• Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
• Handling the most complicated customer inquiries or complaints.
• Forecasting and analyzing information against budget statistics on a weekly or monthly basis.
• Reviewing the staff’s performance, determining training needs and scheduling training sessions


Company Details

Etisal International

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Apr 2010 to Nov 2011 (1 year 7 months)
Operation Night Shift Senior Team Leader at Etisal International

Experience Details

Operation Night Shift Senior Team Leader

Customer Service/Support

Experienced (Non-Manager)

• Maintain & enhance the company standard of customer satisfaction.
• Ensure that the team results are meeting the company predefined goals in terms of quality & productivity.
• Communicate the team’s objectives in line with the strategic targets and vision and follow up that they are accomplished.
• Motivate, direct, instruct, coach and resolve team’ conflicts.
• Handling different tasks inside the call center floor Monitor the queue and track the calls.
• Escalates the significant problems to the concerned team and follow up until the problem is over.
• Be available to affect the entirety of the team's operations. .
• Handle the escalated calls.
• Motivate and encourage agents through positive communication and feedback.
• Meet at least once each week with the team for the performance revision.
• Keep track of attendance, adherence and daily statistics.
• Conduct the one to one meetings with each team member on monthly basis and take the necessary actions based on the performance results.

Undertakes the supervisory responsibilities during the Night Shift period with full authority to take suitable actions and decisions required to make sure the business mechanism is functioning properly.


Company Details

Etisal International (multinational)

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Feb 2009 to Apr 2010 (1 year 1 month)
Operation Team Leader at Etisal International

Experience Details

Operation Team Leader

Customer Service/Support

Experienced (Non-Manager)

Managing a group of agents in Etisalat project


Company Details

Etisal International (multinational)

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Jul 2008 to Feb 2009 (7 months)
Operation Senior CC rep. at Vodafone

Experience Details

Operation Senior CC rep.

Customer Service/Support

Experienced (Non-Manager)

Senior Customer Care Rep. in Vodafone handling different queues and supports other dept. such:

* Complaint.
* High Usage Team.
* Work force tasks.

And give the needed training for all customer care dept.


Company Details

Vodafone (multinational)

Cairo, Egypt

N/A

Telecommunications

N/A

Feb 2007 to Jul 2008 (1 year 5 months)
Sales Exec. at Contact Center Egypt (CCE)

Experience Details

Sales Exec.

Customer Service/Support

Experienced (Non-Manager)

Sales Executive for Contact Center Egypt “CCE” for call center services handling projects requirements.


Company Details

Contact Center Egypt (CCE)

Cairo, Egypt

51-100 employees

Outsourcing/Offshoring

N/A

Nov 2006 to Jan 2007 (2 months)
Sales Rep. at Overseas Computers

Experience Details

Sales Rep.

Sales/Retail

Entry Level

Sales Rep. for overseas computers (SanDisk Dept.)


Company Details

Overseas Computers

Cairo, Egypt

51-100 employees

Computer Hardware

N/A

Jan 2006 to Nov 2006 (10 months)
Training (intern) at QEG

Experience Details

Training (intern)

Quality

Entry Level

Training in quality field (ISO 9001:200 , TQM , 6 Sigma , auditing )


Company Details

QEG

Cairo, Egypt

N/A

Business Services - Other

N/A

Oct 2005 to Jan 2006 (3 months)

Achievements


Achieved the best Supervisor in the 2nd Quarter of the year 2014 on the SMO's


Achieved the best supervisor for 2012
Gained 1 Quarter certificate



Success in the launching of the account in the 1st 3 months which let the cleint to increase the seats to the double.
Achieved the best supervisor in the area for 2010 & 2011
Gained 3 quarter certificates "Certificates available upon request"


Quarterly recognized and received a certificate singed from the GM and the Operation manager
Achieved the best employee in 4 Quarters during this period "Certificates available upon request"
Achieved the 1st rank in 9 months
1st senior got promotion to supervisor


Best Team leader in 2008
Promoted to senior team leader



Employee of the year I have been recognized & receive a trophy holds my name from the company


Education

B.Sc. Computer science in Computer science

Education Details

B.Sc. Computer science

Computer science

Al-Shorouk Academy, Egypt

C / Good / 65 - 75%

N/A

N/A

Al-Shorouk Academy
2001 - 2005
This profile is fresh!
Last update 2 days ago.

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Profile Skills and Keywords

ArabicBusiness DevelopmentBusiness Services - OtherBusiness-orientedCommunicatorComputer GamesComputer HardwareComputer ScienceCreativeCustomer CareCustomer ServiceEnglishEtisal InternationalHead Of OperationsInitiativeLeaderOffshoringOperationOperation Night Shift Senior Team LeaderOperation Senior CC Rep.Operation Senior SupervisorOperation SupervisorOperation Team LeaderOutsourcingProgrammingQuality AssuranceQuality ControlRetailSalesSales Exec.Sales Rep.SupportTelecommunicationsTrainingVodafoneWork Force

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Fields of Expertise

Customer Care

Customer Care

: Expert

: High

:

More than 7 years

Computer Games

Computer Games

: Expert

: Extreme - I love it!

:

More than 7 years

Operation

Operation

: Expert

: Extreme - I love it!

:

More than 7 years

Programming

Programming

: Intermediate

: Extreme - I love it!

:

5-7 years

Work Force

Work Force

: Intermediate

: High

:

3-5 years

Key Skills

Leader, Business-oriented, Communicator, Creative, Initiative

Online Presence

https://www.linkedin.com/in/mohamedsaffahhttps://www.facebook.com/MohamedSaffahhttps://twitter.com/MohamedSaffah

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