Basic Info

Amir Rady

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Corporate Tainer at Teleperformance

Experience Details

Corporate Tainer

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

● Training of participants from Junior to Mid-Level, and ensure the entrance of qualified employees to the operations.
● Create and conduct Pre & Post Training Knowledge and Skill assessment.
● Prepare training reports by the end of the training program and measure the training effectiveness.
● Organize, Plan and Implement monthly cyclic activities including monthly tests and call monitoring.
● Conduct continuous refreshment training sessions for current employees to enhance their performance.
● Provide regular feedback on the existing systems and processes and recommendations.
● Conduct evaluation/feedback sessions to analyze shortfalls in recruitment and training.
● Use of training request system to provide audit trail of requests.
● Planned, organized and developed training materials that met specific needs for new hire classes.
● Partnering with managers and executive level employees to create customized action plans.
● Developing performance evaluation to determine effectiveness of improvement plans.
● Other duties as assigned.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services , Telecommunications

https://www.teleperformance.com/

Aug 2015 to present (1 year 4 months)
Tier 2 Escalation and Support Line at Teleperformance

Experience Details

Tier 2 Escalation and Support Line

Customer Service/Support

Experienced (Non-Manager)

● Handle customer service representative calls that need to be escalated.
● Work with appropriate internal departments and contacts to resolve issues.
● Supports customer service representatives on calls with system, policy, program and procedure knowledge.
● Offers alternative solutions where appropriate with the objective of retaining customer's business.
● Manages and monitors and ensures that resources are aligned appropriately across function and/or department.


Company Details

Teleperformance (multinational)

Egypt

More than 1000 employees

Consumer Services , Telecommunications

N/A

Sep 2014 to Aug 2015 (11 months)
Customer Service Representative at Teleperformance

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

● Handles customer questions, complaints, and billing inquiries with the highest degree of professionalism.
● Resolve customer issues with one call resolution.
● Continually maintain working knowledge of all company products, services and promotions.
● Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans.


Company Details

Teleperformance (multinational)

Egypt

More than 1000 employees

Telecommunications, Consumer Services

N/A

Jan 2014 to Sep 2014 (8 months)

Education

B.C. in Economics

Education Details

B.C.

Economics

Helwan University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Helwan University
2009 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Orman Language school

Egypt

2009

A / Excellent / 85 -100%

N/A

Orman Language school
2009

Certifications

Certificate details

Train the Trainer

Jul 2016

N/A

N/A

N/A

du U.A.E

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalArabicCRMConsumer ServicesCorporate TainerCustomer ServiceCustomer Service RepresentativeEconomicsEnglishGermanHard WorkerInnovativeInteractiveMicrosoft OfficeSupportTeam PlayerTelecommunicationsTeleperformanceTier 2 Escalation And Support LineTrain The TrainerTraining

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Intermediate

: Beginner

: Beginner

: Intermediate

Tools and Technologies

CRM

CRM

: Advanced

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Advanced

: Extreme - I love it!

:

1-3 years

Training

Training

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Hard worker, Innovative, Interactive, Team Player

Online Presence

https://eg.linkedin.com/in/amir-radyhttps://www.facebook.com/1amirrady

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