Basic Info

Shady Amer

14 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Call Center Manager at Universal Payment Services

Experience Details

Call Center Manager

Customer Service/Support

Manager

Job Description:
Managing call center on both countries Egypt and Kuwait providing call center outsourcing services and in-house customer services for our food application customers, managing all customer care activities such as call center, outbound activities, VOC, Customer Experience, and Back Office.

Activities:
• Manage the daily running of the call Center; including sourcing equipment, effective resource planning and implementing call Center strategies and operations.
• Carry out needs assessments, performance reviews and cost/benefit analyses.
• Set and meeting performance targets for speed, efficiency, customer experience and quality.
• Ensure all relevant communications, records and data are updated and recorded.
• Advise clients on products and services available.
• Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• Maintain up-to-date knowledge of industry developments and involvement in networks.
• Monitor random calls to improve quality minimize errors and track operative performance.
• Coordinate staff recruitment, including writing vacancy advertisements and liaise with HR staff.
• Review the performance of staff, identify training needs and plan training sessions.
• Handle the most complex customer complaints or enquiries.
• Organize staffing, including shift patterns and the number of staff required to meet demand.
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
• Manage, prepare, and analyze customer surveys to get better customer experience.
• Take part in process design for customer experience.
• Design call scenarios and monitor all out comes from the call center.


Company Details

Universal Payment Services

Egypt

N/A

Outsourcing/Offshoring , Food Services/Restaurants/Catering, Information Technology Services

N/A

Jun 2016 to present (1 year 4 months)
Call Center Manager at Hiconnect Call Center

Experience Details

Call Center Manager

Customer Service/Support

Manager

Job Description:
Managing different projects 24/7, with different targets and resources insuring that we are offering the agreed service level Responsible for the daily running and management of the call center
Coordinate and motivate call center staff and also coordinate staff recruitment.

Activities:
• Setting and meeting performance targets for SL, Utilization, and quality.
• Managing changes in operations.
• Managing the daily running of the call center.
• Planning for up-to-date industry developments and involvement in networks.
• Monitoring and tracking operations performance, identifying training needs and planning training sessions.
• Planning and developing staff recruitment.
• Handling the escalated customer complaints or inquiries.
• Organizing staffing, including shift patterns and the number of staff required meeting demand.
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
• Developing, implementing and reviewing core responsibilities and tasks.
• Analyzing performance statistics and making decisions on the basis of these statistics.
• Enhance the call center performance by raising efficiency and sourcing new equipment to enable this.
• Managing all call center staff HR issues.
• Site administration management of security, cleaning, utilities payments and catering management.

Achievements with Hi Connect:
• Achieved 99.9% uptime for the call center operations.
• Multi communications channels for the International calls and call center systems.
• Acquiring new Projects “Offshore” and providing them with the best call center technologies and experience.
• Prepare all call center staff to be ready to be used as call center agents during the rush times providing almost the same performance of the call center agents.
• Developed all support functions staff to achieve the best performance for each job.
• Replace the call center system with much better open source system and developed that system to utilize all our resources with the best value.
• Applying the KPI's for all operation jobs.
• Creating all call center teams with very clear job description and tasks as Quality assurance team, internal training team, workforce management team, technical support team, internal assistant team, back office team, Process team and administration team.
• New hiring Process was developed in order to avoid the high turnover rate.
• Spreading the positive energy and working on the employee's satisfaction.
• Utilizing CC agent's skills by using them in tasks that motivate them and help the business effectively.
• Start staff personal development using very professional training sessions for soft skills like positive thinking, communication skills, problem solving…etc.
• Enhance the customer satisfaction level to be very satisfied during less than one year of work.


Company Details

Hiconnect Call Center

Egypt

101-500 employees

Outsourcing/Offshoring

N/A

Aug 2010 to Jun 2016 (5 years 10 months)
Communications Sr. Specialist at Etisalat Egypt

Experience Details

Communications Sr. Specialist

Customer Service/Support

Experienced (Non-Manager)

• Represent the customer care department in the launch of products, Promotions, services and all other Commercial activities.
• Communication support (providing Call center staff with all help and support).
• Prepare the complaint handling cycle for any new product, service, or promotion.
• Follow up the impact of each promo, product, or new service; also provide the concerned parties with all needed statistics and propositions.
• Setting the semiannual plan and strategy of the commercial communication for the customer care department.
• Insure smooth communications between Customer Care and other departments.
• Designing and creating innovative new means of internal communications between the company's different premises (Core web development is personally performed in some cases).
• Investigate & implement the recommended solutions or ideas for the assigned Products.
• Administrating, maintaining and authoring all the content for the intranet web based knowledge base that provides all the customer care staff including the call center teams with detailed info about the products, services, rate plans, promotions, etc... And the internet content on the company's web site for the customers.
• Designing new ways of interactive communication with the customers through the company's web site (Core web development is personally performed in some cases).
• Design the announcement mails for major product launch and for popular events.
• Create Quiz and Questionnaire that Call center managements use it to evaluate the Staff.
• Arrange with IT all IVR Functions and options.
• Create all needed Flow Charts needed for IVR.
• Being available among the call center members in the launch day of any product, promo or service in order to respond to their inquiries.
• Using the plasma screens in exhibiting presentation including any new promo or product brief.
• Support the non- commercial activities like events, internal transfers, periodic exams etc…
• Administrating and authoring the web based social portal for publishing social information about all the staff to increase their engagement according to our organization's culture.
• Conduct a training sessions for the new team members and supervise their job to ensure the accurate work flow and report their performance to my manager.


Achievements with Etisalat:
• Launch of Etisalat ISP IVR for both customer care and sales.
• Replacing the IVR system of Etisalat CC from OTN system to Genesys; my rule was the IVR side to record the new prompts, call flows design, define the customer experience, and testing the whole system.
• One of the team of developing the CC of Etisalat as ISP.
• I took part (represented the customer care dep. For requirements gathering, meetings, UAT’s, and provided the department staff with all needed information) in the launch of 20 Corporate Products, 45 Consumer Products, 65 Different Promotions, and 38 new services were Launched for both corporate and consumer customers.
• Enhanced the product launch process.
• Developing the call guide solution for the call center staff to be easier for use and more effective for the call center agents.
• Designed a fully detailed report of the intranet usage statistics and compared it with the quality result to analyze the knowledge gaps in the call center. (the following mystery calls showed better results than the calls before that report)
• Deploying IVR 500 from the scratch to include latest promotions, products, and services information, as well as the customer’s PUK code in order to decrease the hits on the call center.
• Re organizing the structure of 333 IVR (main customer service IVR) as I divided the trees according to different rate plans. Also, i replaced the waiting and hold music with Etisalat Ads.
• Organized & launched the 1st recognition event for the customer care.
• Took part in the development of the social engagement portal.
• Developed many applications on the intranet to collect useful data from the customers. Ex. Someone able to have a cell site, someone wants Etisalat to be the sponsor, etc…
• Developed new application for the time management of the off board employees. (Web based application).


Company Details

Etisalat Egypt (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Mar 2007 to Aug 2010 (3 years 5 months)
Customer Service Representative at Xceed Contact Center

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

• Representing Telecom Egypt's customer service through (111) all – service.
• Follow up customer's orders and complaint.
• Keep my team spirit and be helpful to my team to ensure the best quality and performance to the team as a whole.
Achievements in Xceed:
• The best seller for the last for months in the competition.
• Promoted to be a call center team leader.
Projects
• Developed new forms for the team issues.(updates, leaves, new ideas, tasks, etc)
• TMA (Time management application) for the team leaders.
• Create a new template for the positive incident report.
• Starting to develop the new information management system used by TE inbound agents.


Company Details

Xceed Contact Center

Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Jun 2004 to Mar 2007 (2 years 9 months)

Achievements


• Achieved 99.9% uptime for th


• Launch of Etisalat ISP IVR for both customer care and sales.
• One of the team of developing the CC of Etisalat as ISP.
• I took part (represented the customer care dep. For requirements gathering, meetings, UAT’s, and provided the department staff with all needed information) in the launch of 20 Corporate Products, 45 Consumer Products, 65 Different Promotions, and 38 new services were Launched for both corporate and consumer customers.
• Developing the call guide solution for the call center staff to be easier for use and more effective for the call center agents.
• Re organizing the structure of 333 IVR (main customer service IVR) as I divided the trees according to different rate plans. Also, i replaced the waiting and hold music with Etisalat Ads.
• Organized & launched the 1st recognition event for the customer care.
• Developed new application for the time management of the off board employees. (Web based application).


• The best seller for the last for months in the competition.
• Promoted to be a call center team leader.
• Getting COPC certification with whole Xceed team



Education

Bachelor's Degree in science

Education Details

Bachelor's Degree

science

Helwan University, Egypt

C / Good / 65 - 75%

N/A

N/A

Helwan University
1998 - 2002
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Mohamed Amin Elra'ai

Egypt

1997

A / Excellent / 85 -100%

N/A

Mohamed Amin Elra'ai
1997

Certifications

Certificate details

Certified professional Leader

Sep 2011

N/A

N/A

N/A

Track human development and business taraning

N/A

Certificate details

IT professional training program

Jun 2003

N/A

N/A

N/A

IBM

N/A

Training and Courses

Mini MBA at NGC
May 2014

Training/Course Details

Mini MBA

May 2014

NGC

N/A

Training/Course Details

Social Media and SEO Diploma

Sep 2012

Digital Marketing school

N/A

Training/Course Details

Management course

Jul 2011

Shooter ++

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAnalyticalArabicAvayaCall CenterCall Center ManagerCateringCertified Professional LeaderCommunications Sr. SpecialistCreativeCustomer ServiceCustomer Service RepresentativeCustomer-orientedEnglishEtisalat EgyptFlexibleFood ServicesFootballIT Professional Training ProgramInformation Technology ServicesManagement CourseMicrosoft OfficeMini MBAOffshoringOutsourcingProblem SolverRestaurantsScienceSocial Media And SEO DiplomaSupportSwimmingTeamworkTelecommunicationsWordPress

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Avaya

Avaya

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

WordPress

WordPress

: Advanced

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Call Center

Call Center

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Customer-oriented, Creative, Problem Solver, Flexible / Adaptive

Online Presence

https://www.linkedin.com/in/shady-amer-1b722a28/

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