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 10 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 (9 years 3 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 not updated!
Last update more than 4 months ago.

Jobseeker photo

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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