Waleed Mostafa abdellatif

Customer Service Supervisor at Et3arraf SAL

6th of October, Giza, Egypt

Et3arraf SAL

Dec 2018 - Present -6 yrs, 6 months

Egypt , Cairo

Job Details:• Monitoring the team’s performance. • Review a subset of support agents’ conversations (emails, chat, etc) • Helping to hire new staff. • Reporting to senior management/personnel when required. • Monitor customer service performance on the agent and team level. • Assisting the team by performing the tasks with them. • investigating users’ profiles when suspicious behavior is shown and taking the right action to keep the community safe from scammers and unserious {daters}. • Approve or reject users' profile pictures and descriptions following the company’s rules.

Customer Care LeaderFull Time
May 2013 - Mar 2018 -4 yrs, 10 months
Egypt , Cairo
- Job Details:- Provide consistent coaching and feedback to team members on individual and team. - Performance to ensure high levels of customer service.  Monitor staff. - Review employee timesheets and coordinate adherence to schedules.  - Collaborate with the HR department in hiring agents and conducting training. - Listen to team members’ feedback and resolve any issues or conflicts. - Suggest and organize team-building activities.
Customer Care SpecialistFull Time
Oct 2008 - Apr 2013 -4 yrs, 6 months
- Job Details:• Handle Customer Requests related to all Product lines. • Handle customer requests via phone, fax and mail. • Escalate technical problem of product or service to another department. • Updating databases (engineers, customers, requests). • Conducting customer surveys to monitor the quality of our provided services. • Auditing Engineers in the company to make sure that they are ready any time. • Generate reports to measure the KPI& Quality for all Egypt TAC product Line.

Jul 2006 - Sep 2008 -2 yrs, 2 months

Egypt , Cairo

Job Details:• Respond to incoming telephone inquiries for high-value customers. • Appropriately forward customer inquires requiring special assistance or escalation. • Keep up to date with Vodafone products and services offering • Accurately record all details of customer inquiry for statistical and analytical purposes.

Radio shack

Jun 2005 - Nov 2005 -5 months

Egypt , Cairo

Job Details:Audit on the revenues of the stores and recording the credit accounts for staff. • Prepare the journal entry of the stores sales. • Prepare the journal entry for credit accounts for Vodafone offers. • Inventory for the stores and prepare the entry for the reconciliation.

College Diploma in Administration
Ain Shams University (ASU)
Jan 2014 - Jan 2015 - 1 Year
College Diploma in Business Administration
Ain Shams University (ASU)
Jan 2012 - Jan 2014 - 2 yr
BSC of Commerce in commerce
Ain Shams University (ASU)
Jan 1998 - Jan 2002 - 4 yr
High School - Thanaweya Amma
tabry elhegaz
Jan 1997

Power of energy---the path to the peak
Canadian training center of human development·2008
Basic Business Skills Acquisition (BBSA)
Future Generation Foundation (FGF)·2005
Time management
Zedny·2004
Communication skills
Zedny·2004
Mind mapping and Presentation skills
Zedny·2004