Basic Info

Amira El Sheikh

7 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Supervisor at Sykes

Experience Details

Supervisor

Customer Service/Support

Manager

* Provide on-going guidance, mentoring, feedback and motivation to staff to ensure competent performance while adhering to company policies and procedures.
* Interview and recommend prospective candidates
* Recommend and/or make decisions in personnel related matters (performance review, disciplinary actions, and terminations). This includes monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to company policies and procedures.
*Minimize call escalation through effective coaching, support.
* Monitors and adjusts staffing levels to ensure service levels and targets are being met by focusing on escalated and help spits.
* Conduct quality monitoring calls.


Company Details

Sykes

Cairo, Egypt

101-500 employees

Consumer Services

www.sykes.com

Aug 2010 to present (7 years 2 months)
CSR at Xceed

Experience Details

CSR

Customer Service/Support

Experienced (Non-Manager)

• Handle inbound customer inquiries.
• Resolve and/or facilitate Problem Resolution
• Handle first level escalations
• Handle multiple call types (Hardware, software and billing inquires).


Company Details

Xceed

Cairo, Egypt

101-500 employees

Consumer Services

N/A

Jul 2007 to Aug 2010 (3 years 1 month)

Achievements


I was selected as Employee of the month ( Email team )

Education

Bachelor's Degree in Faculty of Al Alsun

Education Details

Bachelor's Degree

Faculty of Al Alsun

Ain Shams University, Egypt

C / Good / 65 - 75%

*Translation from Arabic to Spanish *Translation from Spanish to Arabic. *Essay * Spanish Phonetics * Spanish grammar * Literature *History if Literature * Arabic *French as 2nd language

N/A

Ain Shams University
2002 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El Manara school for girls

Egypt

2002

A / Excellent / 85 -100%

N/A

El Manara school for girls
2002
Vocational in Languages

Education Details

Vocational

Languages

Al Manara school, Egypt

A / Excellent / 85 -100%

*English * French *Computer *Art *Music *Science *Math *Social studies

N/A

Al Manara school
1996 - 2002

Certifications

DELE Intermedio
Nov 2006

Certificate details

DELE Intermedio

Nov 2006

N/A

N/A

N/A

Universidad de Salamanca

Spanish language diploma for foreigners .

DELE Superior
May 2007

Certificate details

DELE Superior

May 2007

N/A

N/A

N/A

Universidad de Salamanca

Spanish language diploma for foreigners

Training and Courses

Training/Course Details

English language

Jul 2007

AUC

General English language course, levels 12 & 13

Training/Course Details

Spanish Language

May 2007

Cervantes

General Spanish language ,levels 2,4,5 & 7

Training/Course Details

Preparation to work in international scools

Mar 2015

Faculty of Education Ain Shams uni

This course prepares for teaching in international schools by teaching candidates how to teach the American & British curriculum. https://www.facebook.com/TESC.education

Training/Course Details

Preparation for DELE superior

Mar 2007

Instituto Cervantes

N/A

Training/Course Details

Preparation for DELE intermedio

Oct 2006

Instituto Cervantes

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

CSRCall CentersConsumer ServicesCreativeCustomer ServiceCustomer-orientedDELE IntermedioDELE SuperiorEmail WrittingEnglishEnglish LanguageFaculty Of Al AlsunFrenchHard WorkerInternet SearchLanguagesLeaderMicrosoft OfficePreparation For DELE IntermedioPreparation For DELE SuperiorPreparation To Work In International ScoolsSpanishSpanish LanguageSupervisorSupportSupportiveTechnical SupportUsing Computers

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Spanish

Spanish

: Advanced

: Advanced

: Advanced

: Advanced

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Using computers

Using computers

: Advanced

: High

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

1-3 years

Internet Search

Internet Search

: Intermediate

: Medium

:

Less than 1 year

Fields of Expertise

technical support

technical support

: Advanced

: High

:

5-7 years

Email writting

Email writting

: Advanced

: High

:

3-5 years

Call centers

Call centers

: Advanced

: Little

:

More than 7 years

Key Skills

Leader, Hard worker, Customer-oriented, Creative, Supportive

Online Presence

https://www.linkedin.com/profile/view?id=174235129&trk=nav_responsive_tab_profilehttps://www.facebook.com/amira.elsheikh

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