Basic Info

Sally Badr

5 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Acting as Assistant Call Center Manager at Teleperformance

Experience Details

Acting as Assistant Call Center Manager

Customer Service/Support

Manager

* Managing, supervising, and coordinating the activities of call center professionals in providing Technical support services.
* Liaising with supervisors, clients, and operatives to collect the information and resolving issues.
* Planning and supervising changes and managing the daily operations of call center.
* Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
* Setting up and meeting performance goals and targets for speed, 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 center and preparing the reports.
* Planning and developing employee recruitment, including posting vacancies and liaising with other departments for proceedings.
* Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
* Forecasting and analyzing information against budget statistics on a weekly and monthly basis.
* Reviewing the staff's performance, determining training needs and sessions.
Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
* Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
* Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.
* Promoting a culture that encourages and ensures the staff satisfaction.
* Organizing and attending meetings with management and clients.
* Handling conference call with the clients for any updates or discuss targets.
* Create and monitor P/L report daily/weekly and monthly.


Company Details

Teleperformance

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Jun 2014 to present (2 years 6 months)
Web Designer at Freelancer

Experience Details

Web Designer

Creative/Design/Art

Experienced (Non-Manager)

Design Websites, advertisement banners, Logos, Personal Cards, Letter Covers and Business Cards.


Company Details

Freelancer

Cairo, Egypt

More than 1000 employees

Graphic Design

www,freelancer.com

Jan 2008 to present (8 years 11 months)
Asus Technical Support Supervisor at Teleperformance

Experience Details

Asus Technical Support Supervisor

Customer Service/Support

Manager

• Managing a Team of 11 Contact Center representative.
• Monitoring performance of Contact Center's agents.
• Maintain and enhance the team's standards of customer service and technical skills.
• Developing my team to a strong customer operations team through developing their skills, quality and performance by setting action plans and performance targets
• Providing Contact Center agents by support and information they may need in their work.
• Handling hard calls where client needs someone who has more authorities & experience to help him solving his critical problem.
• Conducting monthly one on one meeting to review the performance and to set action planes.
• Developing the team’s performance through quality forms and conducting feedback and coaching sessions to provide regular performance appraisal.
• Escalating & routing and managing cases and communication between my department and other departments
• Presenting a periodic report about my team to Contact Center Manager.
• Escalating any critical issue or agents requests to Contact Canter Manager.
• Designing monthly shifts schedule for Contact Center's agents.
• Interviewing and testing new candidates.
• Designing and suggesting training programs for Contact Center's agents.
• Forecasting and Data Analysis against budget figures on a weekly and/or monthly basis.
• Maintaining up-to-date knowledge of industry developments and involvement in networks.

Courses:

o Analytical Thinking.
o Quarterly Management.
o Succeed with your team.
o Profit & Loss.
o Crises Management.
o Inbound Supervision.
o Excel.


Company Details

Teleperformance

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Mar 2014 to Jun 2014 (3 months)
Dell Technical Support Supervisor at Teleperformance

Experience Details

Dell Technical Support Supervisor

Customer Service/Support

Manager

• Managing a Team of 11 Contact Center representative.
• Monitoring performance of Contact Center's agents.
• Maintain and enhance the team's standards of customer service and technical skills.
• Developing my team to a strong customer operations team through developing their skills, quality and performance by setting action plans and performance targets
• Providing Contact Center agents by support and information they may need in their work.
• Handling hard calls where client needs someone who has more authorities & experience to help him solving his critical problem.
• Conducting monthly one on one meeting to review the performance and to set action planes.
• Developing the team’s performance through quality forms and conducting feedback and coaching sessions to provide regular performance appraisal.
• Escalating & routing and managing cases and communication between my department and other departments
• Presenting a periodic report about my team to Contact Center Manager.
• Escalating any critical issue or agents requests to Contact Canter Manager.
• Designing monthly shifts schedule for Contact Center's agents.
• Interviewing and testing new candidates.
• Designing and suggesting training programs for Contact Center's agents.
• Forecasting and Data Analysis against budget figures on a weekly and/or monthly basis.
• Maintaining up-to-date knowledge of industry developments and involvement in networks.


Company Details

Teleperformance

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Mar 2013 to Mar 2014 (1 year)
Dell Technical Support Engineer at Teleperformance

Experience Details

Dell Technical Support Engineer

Customer Service/Support

Experienced (Non-Manager)

Take ownership of customer issues reported and see problems through to resolution
2- Research, diagnose, troubleshoot and identify solutions to resolve customer hardware issues.
3- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
4- Provide prompt and accurate feedback to customers
5- Ensure proper recording and closure of all issues
6- Prepare accurate and timely reports
7- Document knowledge in the form of knowledge base tech notes and articles
8- Follow up with customers to ensure that the issue have been solved.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Mar 2010 to Mar 2013 (3 years)
Web Developer (intern) at Search

Experience Details

Web Developer (intern)

Creative/Design/Art

Entry Level

Web developer Training


Company Details

Search

Alexandria, Egypt, Egypt

11-50 employees

Animation

N/A

Jul 2007 to Aug 2007 (1 month)

Achievements


Best Supervisor in TOPS (Teleperformance Operational Processes & Standards) in region all required information about TOPS in below link https://www.teleperformance.com/en-us/people-company/differentiators/performance-management

Education

Bachelor's Degree in Computer Science

Education Details

Bachelor's Degree

Computer Science

Arab Academy for science and technology, Egypt

A / Excellent / 85 -100%

• Programming using C • Data S

N/A

Arab Academy for science and technology
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Orwa Al Wothka

Saudi Arabia

2004

A / Excellent / 85 -100%

N/A

Al Orwa Al Wothka
2004

Certifications

Oracle Developer
Jan 2008

Certificate details

Oracle Developer

Jan 2008

N/A

N/A

N/A

Arab Academy for Science and Technology

N/A

Java
Jan 2009

Certificate details

Java

Jan 2009

N/A

N/A

N/A

New Horizon

N/A

Training and Courses

Training/Course Details

Web Developer

Jul 2007

Search Company

Web Developer with C#

Training/Course Details

Management Courses

Jan 2014

Teleperformance

o Analytical Thinking. o Quartile Management. o Succeed with your team. o Profit & Loss. o Crises Management. o Inbound Supervision. o Excel.

Training/Course Details

Six Sigma Yellow Belt

Sep 2016

Self Study

* Learn what Lean Six Sigma is and where it came from. * Learn the key roles and responsibilities of people involved in a Lean Six Sigma project * Learn what The 8 Wastes are, how to identify them and how to eliminate them from a process. * Learn the 5 phases of a Lean Six Sigma project: Define, Measure, Analyze, Improve and Control.

This profile is fresh!
Last update 5 days ago.

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Profile Skills and Keywords

Acting As Assistant Call Center ManagerAdobe PhotoshopAnalyticalAnimationArabicAsus Technical Support SupervisorBusiness PlanningBusiness-orientedCharityComputer ScienceConsumer ServicesCreativeCustomer ServiceDell Technical Support EngineerDell Technical Support SupervisorDesignDreamWeaverEnglishGraphic DesignHandles StressHard WorkerJavaManagement CoursesManagmentMicrosoft AccessMicrosoft ExcelMicrosoft PowerPointMicrosoft WordNew ChallengesOffshoringOracle DeveloperOutsourcingProblem SolvingProgrammingReadingSix Sigma Yellow BeltSupportSwimmingTechnical AnalysisTechnical SupportTeleperformanceWeb DesignerWeb Developer

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Word

Microsoft Word

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Access

Microsoft Access

: Advanced

: Extreme - I love it!

:

3-5 years

Adobe Photoshop

Adobe Photoshop

: Advanced

: Extreme - I love it!

:

1-3 years

Java

Java

: Intermediate

: Extreme - I love it!

:

1-3 years

Oracle developer

Oracle developer

: Intermediate

: Extreme - I love it!

:

1-3 years

DreamWeaver

DreamWeaver

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

3-5 years

Problem Solving

Problem Solving

: Expert

: Extreme - I love it!

:

3-5 years

Business Planning

Business Planning

: Expert

: Extreme - I love it!

:

3-5 years

Technical Analysis

Technical Analysis

: Expert

: Extreme - I love it!

:

1-3 years

Managment

Managment

: Expert

: Extreme - I love it!

:

1-3 years

Programming

Programming

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Business-oriented, Hard worker, Creative, Handles Stress

Online Presence

https://www.linkedin.com/profile/view?id=432520634&trk=nav_responsive_tab_profilehttps://www.facebook.com/profile.php?id=100004486686396

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