Elham Essam Zaki

 Inbound Team Leader (TE Data account)Full Time

• 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