Experience Details

Job Title:  Inbound Team Leader (TE Data account)

Job Role: Customer Service/Support

Career Level: Manager

Job Details: March 2010- Till Present

 Inbound Team Leader (TE Data account)

Responsibilities and duties include:
 Perform the on job training and the on queue assistance of the agents
 Reporting daily / monthly agent’s performance report to the call center manger, highlighting the agent’s performance variation and coaching the agents accordingly and take the corrective action
 Meets assigned targets to ensure customer satisfaction by performing duties and responsibilities
 Monitor and evaluate the performance of the call center agent and provide them with the feedback

May 2007 – Feb. 2010

 Outbound Trainer ( Telecom Egypt Account)

Responsibilities and duties include:
 Carries out training needs analysis in coordination with managers and supervisors
 Establishes training policies, programs, and schedules
 Preparation & delivery of soft skills training e.g. telephone skills, presentation skills.
 Deliver pre-prepared product & sales training material to staff

Deliver training to:
 IBM Project
 Ahly Bank Project
 AUC project
 Mobinil GSM Project
 American Chamber Project
 Oman Mobile agents
 Thuraya Satellite Commutation's Supervisor
 Data Enrichment “T.E” project
 Telecom Egypt-Outbound Dep
 Telecom Egypt-Inbound Dep.

September, 2006 –June 20

 Corporate Sales ( Telecom Egypt Account)
Responsibilities and duties include:
 Establishing metrics to analyze and track performance of Sales Team.
 Achieving all assigned sales revenue goals through achieving monthly, quarterly and yearly targets.
 Marketing and Sales all the new offers that Telecom Egypt provides by dealing with the Huge and mid-size Companies. As am dealing with the clients to arrange and making the offers by making meeting, sending mails, faxs and phone calls.

May, 2005 – till August 2006

 Outbound Dep. ( Telecom Egypt Account)
Responsibilities and duties include:
 Mange the surveys that we making to internal and external projects
 Telemarketing, the offers that T.E provides
 Telesales, Data Enrichment, Data Cleansing and Outbound Campaigns

March, 2004– till April, 2005

 CSR ( Telecom Egypt Account)
Responsibilities and duties include:
 Handling all Customers requests (complains, orders, inquiries, etc).
 Trouble shooting skills
 Successfully attended behavior and system training for Telecom Egypt products