Yasser Khalifa
Sector Manager at American Egyptian Academy
Haram, Giza, EgyptWork Experience
Contact Center SupervisorFull Time
Quattro Business
Sep 2021 - Nov 2023 -2 yrs, 2 months
Egypt , Cairo
- Job Details:- Supervise, monitor & analyze team leaders’ daily activities in order to implement changes and increase both sales and customer satisfaction. - Review the performance of each Team leader at the departmental objectives discussion appraisal. - Supervise on the functions in bound/out bound and cold and warm sales calls with team leaders. - Ensure monitoring Call center calls to improve quality, minimize errors and track operative performance. - Determine targets for call center. - Revise schedule to and maintains appropriate staffing levels including shift patterns and the number of staff required to meet demand. - Solve difficult problems by studying, evaluating, re-designing processes and service metrics, while monitoring and analyzing results; in order to implement constructive changes. - Escalate hot issues to call Center Section Head with recommendations to handle it. - Prepare monthly and quarterly reports - Devise ways to optimize procedures and keep staff motivated. - Assist in the formulation of targets for individuals and teams. - Answer questions from staff and provide guidance and feedback. - Hire and onboard new employees.
Customer Service Team LeaderFull Time
Sep 2017 - Aug 2021 -3 yrs, 11 months
Egypt
- Job Details:- Act as a self-starter and an action taker to achieve preset goals. - Utilize tools, resources, and information to help CSR Team to plan effectively. - Improve and enhances communication within the team. - Coach and provide relevant feedback to the team on their performance progress and how they may develop. - Monitor calls volume and takes appropriate actions to enhance service level. - Perform floor, assist, briefing, shift handover and other duties assigned by the contact center management. - Monitor CSRs calls and reviews team ACD statistics with CSRs to ensure good phone skills.
TrainerFull Time
Jan 2017 - Sep 2017 -8 months
Egypt
- Job Details:-Develop a schedule to assess training needs. -Conceptualize training materials based on data. -Teach representatives how to use the phone and computer systems needed for the job, as well as sales pitches and other methods of handling calls. -Deliver the knowledge to the newly arrived staffs through proper training, and assist them in learning throughout the process
Customer Service RepresentativeFull Time
Jan 2015 - Jan 2017 -2 yrs
Egypt , Cairo
- Job Details:-Handling customer inquires on the telephone providing the right and full information according to the call center guidelines. -Resolving customer complaints and problems, within boundaries of authority, distributes issues for further escalation to appropriate persons/ teams. -Helping people decide what types of products or services would best suit their needs. -Performing any other duties assigned by my superiors.
Education
Bachelor's Degree in Information Service
Advanced Academy El-haramJan 2016 - Jan 2010 - 72 Month
Achievements
Building and leading a new site and setting groud rules when it comes to operational and training wise in Assuit. -Conducting the interview for the agents in over all site to make sure that the selection will meet the standards and the minimum reqirments to build a new site. -Training and supervising the first batch in site and leading them in operation as well. -Driving over all site performance to meet the client targets and over achieving -Managed to compete in performance alongside other tenured sites in a short time and to win 1st place in performance for 2018.
Languages
Arabic
FluentEnglish
Intermediate
Training & Certifications
Data Analysis Challenger Track
UDACITY·2022PLP
Xceed Academy·2017Training Of the Trainers
AB associates·2016