Tamer Samir Ibrahim

Freelance Trainer and ConsultantFull Time

• Job Details:Designed and delivered customized workshops and programs on: • Business Organization • Communication skills • Consumer Behavior • Problem Solving & Decision Making • Business Etiquette • Management Fundamentals • Presentation Skills • Customer Service and in my customer shoes. • Customer Service Over the phone • Up Selling & Cross Selling skills • Leaders at change • Negotiation Skills • Coaching & Inspiring Skills for CC Supervisors - Supervisory with confident • Operations Management in Contact Centers • Forecasting & Scheduling WFM in CC • Time management • Strategic Planning • Emotional Intelligence • Quality Calibration Workshop for CC Specialists • Team building • Management Information System (MIS) Clients include: ELM KSA, Rajhi Bank KSA, SAIB KSA, Abdul Latif Jameel Co Ltd KSA, QNB Qatar, Zain Iraq, Mashriq Bank UAE, NBK Kuwait, DHL Egypt, Americana KSA, Western Union Egypt, FedEx Egypt, and National Société Générale Bank Egypt

Deputy Call Center ManagerFull Time

• Job Details:Delegated authority to act on behalf of the Call Center Manager in his absence. Managing call center’s operations day to day work. Overseeing the Handling of logistics and IT problems. Responsible for reporting and analyzing call center results. Making key data more visible to support better decision-making. Arranging different training sessions for staff & newcomers including products, systems, and soft skills. Distributing tasks among team members. Participating in decision making and strategy setting. Providing leadership and direction for unit staff, setting an effective agenda, and ensuring performance goals are met and set. Overseeing risk evaluation and mitigation. Conducting risk assessment tests to ensure policy and procedure effectiveness. Overseeing follow-up of call center transactions and customer requests. Overseeing the monitoring of inbound and outbound calls and evaluation of agents, followed by suggesting training and methods to improve agent effectiveness. Other duties as requested by the Call Center Manager

Contact Center SupervisorFull Time

• Job Details:Supervising the performance of the contact center agents. Training new agents. Handling difficult customers. Ensuring effective customer handling and consistent & reliable service level 24/7. Ensuring commitment to preset service level standards. Initiating outbound calls to increase cardholder awareness & satisfaction. Analyzing & reporting cardholder needs, expectations & suggestions. Coordinating with internal departments to assure quality & cardholder satisfaction. Cross-selling other card products. Completing department statistics. Distributing tasks among agents. Following the anti-attrition process by persistently working on turning unsatisfied customers to satisfied ones. Carrying out new tasks according to predetermined standards