Basic Info

Youssef Ahmed-Wagdy

4 years

Cairo Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

Quality specialist at Raya Contact Center

Experience Details

Quality specialist

Quality, Customer Service/Support

Manager

Managing the quality portfolio for multiple lines of businesses of one of the leading Telecommunication companies in the middle east and Africa.

Leading multiple quality teams to ensure operations are delivering service up to the agreed world wide benchmarks and ensuring actions are taken to drive operation's performance and ensure both corporates are reaching their Quality and Customer experience KPIs

Leading Voice of Customer unit to gather, research and analyse customer feedback to extract all relevant opportunities to capitalize on to ensure higher customer satisfaction and lower customer effort

Managing and tracking client requests to ensure efficient results.

Ensuring the corporate is following the world's best practices and following COPC standards across all quality related files


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications, Outsourcing/Offshoring

N/A

Jan 2016 to present (1 year 6 months)
Senior Quality Assurance Coordinator at Raya Contact Center

Experience Details

Senior Quality Assurance Coordinator

Quality, Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services , Internet/E-commerce, Outsourcing/Offshoring

Www.rayacorp.com

Jan 2015 to Jan 2016 (1 year)
Quality Assurance Executive at Raya Contact Center

Experience Details

Quality Assurance Executive

Quality

Experienced (Non-Manager)

N/A


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications, Consumer Services , Outsourcing/Offshoring

Www.rayacorp.com

Aug 2013 to Dec 2014 (1 year 4 months)
Technical Support advisor at Raya Contact Centre Outsourcing to Etisalat UAE

Experience Details

Technical Support advisor

Customer Service/Support, IT/Software Development

Entry Level

Technical Support and Account advisor at Etisalat UAE.
To troubleshoot and solve Internet connection problems, over multiple connection technologies including but not limited to (ADSL, WIMAX, GPON).
Account Advisor and Customer support regarding all aspects that may concern Internet connections and Fixed telephon land lines


Company Details

Raya Contact Centre Outsourcing to Etisalat UAE

Cairo - Maadi, Egypt

N/A

Internet/E-commerce

N/A

Feb 2013 to Jul 2013 (5 months)
IT Support (volunteer) at RICHO OSCE

Experience Details

IT Support (volunteer)

IT/Software Development

Entry Level

Troubleshoot and solve technical issues on the office's computers and terminals.


Company Details

RICHO OSCE

nasr city, Egypt

N/A

Publishing and Printing, Information Technology Services

N/A

Jul 2009 to Sep 2009 (2 months)

Achievements


Rewarded by Joining Raya's Achievers Club (RAC) in recognition of my performance and managing the entire quality team and portfolio for multiple lines of business of one of the leading Telecom and internet service providers efficiently all while ensuring best support of all controllable factors to improve the customer experience


Awarded Client Satisfaction Star certificate in recognition of my dedication and client focus


Awarded 4 times across the 4 Quarters with the Quality Top Achiever certificate in recognition of my outstanding performance, teamwork and driving and delivering results.


Education

Bsc in Computer Engineering

Education Details

Bsc

Computer Engineering

Modern Academy for engineering and technology, Egypt

C / Good / 65 - 75%

N/A

N/A

Modern Academy for engineering and technology
2008 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saint Fatima Language school in Nasr City.

Egypt

2007

B / Very Good / 75 - 85%

N/A

Saint Fatima Language school in Nasr City.
2007

Certifications

Certificate details

COPC Implementation Leader

May 2017

N/A

N/A

N/A

COPC

N/A

Training and Courses

Training/Course Details

IT essentials Network Operating Systems

Oct 2010

IT Gate Academy

Certified by Cisco with excellence

Training/Course Details

Java J2SE

Jan 2009

Jelecom Egypt (Panasonic)

N/A

Training/Course Details

High Impact Presentation

Jan 2016

Dale Carnegie

N/A

Training/Course Details

Business Analysis Practitioner Program

Nov 2015

RITI

N/A

Training/Course Details

Supervisor Development Program

Sep 2016

Dale Carnegie

N/A

Training/Course Details

Situational Leadership

Apr 2016

Ken Blanchard

N/A

This profile is fresh!
Last update 4 days ago.

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Profile Skills and Keywords

AdaptiveAnalyticalArabicBusiness Analysis Practitioner ProgramCOPC Implementation LeaderCSSComputer EngineeringComputer/Video GamesConsumer ServicesCustomer ServiceE-commerceEmbedded Linux DevelopmentEnglishExploring New CulturesFlexibleHTMLHigh Impact PresentationITIT Essentials Network Operating SystemsIT SupportInformation Technology ServicesInnovativeInternetJava J2SEJava SELeaderOffshoringOutsourcingProblem SolverPublishing And PrintingQtQuality AssuranceQuality Assurance ExecutiveQuality ControlQuality SpecialistRaya Contact CenterSenior Quality Assurance CoordinatorSituational LeadershipSoftware DevelopmentSupervisor Development ProgramSupportTechnical Support AdvisorTelecommunicationsTrying New Things.

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Qt

Qt

: Advanced

: Extreme - I love it!

:

1-3 years

HTML

HTML

: Advanced

: Little

:

Less than 1 year

Java SE

Java SE

: Intermediate

: High

:

Less than 1 year

embedded Linux development

embedded Linux development

: Intermediate

: Medium

:

Less than 1 year

CSS

CSS

: Intermediate

: Little

:

Less than 1 year

Key Skills

Analytical, Leader, Problem Solver, Flexible / Adaptive, Innovative

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