Basic Info

Name: Sally Badr

Professional Experience: 5 years

Location: Cairo, Egypt

Highest Education: Bachelor's Degree

Career Level: Manager

Work Experience

Web Designer at Freelancer

Experience Details

Job Title: Web Designer

Job Role: Creative/Design/Art

Career Level: Experienced (Non-Manager)

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

Company Details

Name: Freelancer

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Graphic Design

Website: www,freelancer.com

Jan 2008 to present (9 years 6 months)

Maternity leave at Teleperformance

Experience Details

Job Title: Maternity leave

Job Role: Operations/Management

Career Level: Manager

Job Details: N/A

Company Details

Name: Teleperformance (multinational)

Location: Cairo, Egypt

Size: N/A

Industries: Consumer Services

Website: N/A

Dec 2015 to present (1 year 7 months)

Acting as Assistant Call Center Manager at Teleperformance

Experience Details

Job Title: Acting as Assistant Call Center Manager

Job Role: Customer Service/Support

Career Level: Manager

Job Details: * 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

Name: Teleperformance

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Consumer Services

Website: N/A

Jun 2014 to Dec 2015 (1 year 6 months)

Asus Technical Support Supervisor at Teleperformance

Experience Details

Job Title: Asus Technical Support Supervisor

Job Role: Customer Service/Support

Career Level: Manager

Job Details: • 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

Name: Teleperformance

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Consumer Services

Website: N/A

Mar 2014 to Jun 2014 (3 months)

Dell Technical Support Supervisor at Teleperformance

Experience Details

Job Title: Dell Technical Support Supervisor

Job Role: Customer Service/Support

Career Level: Manager

Company Details

Name: Teleperformance

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Consumer Services

Website: N/A

Mar 2013 to Mar 2014 (1 year)

Dell Technical Support Engineer at Teleperformance

Experience Details

Job Title: Dell Technical Support Engineer

Job Role: Customer Service/Support

Career Level: Experienced (Non-Manager)

Job Details: 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

Name: Teleperformance (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Outsourcing/Offshoring

Website: N/A

Mar 2010 to Mar 2013 (3 years)

Web Developer (intern) at Search

Experience Details

Job Title: Web Developer (intern)

Job Role: Creative/Design/Art

Career Level: Entry Level

Job Details: Web developer Training

Company Details

Name: Search

Location: Alexandria, Egypt, Egypt

Size: 11-50 employees

Industries: Animation

Website: N/A

Jul 2007 to Aug 2007 (1 month)

Achievements

See Achievements

Other achievements in school, university, sports, etc...
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

Arab Academy for science and technology

2004 - 2008

High School - Thanaweya Amma

Al Orwa Al Wothka

2004

Certifications

Oracle Developer

Jan 2008

Certificate details

Certificate Name: Oracle Developer

Date Awarded: Jan 2008

Score: N/A

Result URL: N/A

Result ID: N/A

Organization Issuing Certificate: Arab Academy for Science and Technology

Description: N/A

Java

Jan 2009

Certificate details

Certificate Name: Java

Date Awarded: Jan 2009

Score: N/A

Result URL: N/A

Result ID: N/A

Organization Issuing Certificate: New Horizon

Description: N/A

Training and Courses

Web Developer at Search Company

Jul 2007

Training/Course Details

Training Name: Web Developer

Date: Jul 2007

Institution: Search Company

Description: Web Developer with C#

Management Courses at Teleperformance

Jan 2014

Training/Course Details

Training Name: Management Courses

Date: Jan 2014

Institution: Teleperformance

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

Six Sigma Yellow Belt at Self Study

Sep 2016

Training/Course Details

Training Name: Six Sigma Yellow Belt

Date: Sep 2016

Institution: Self Study

Description: * 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.

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