
Elham Essam Zaki
Inbound Team Leader (TE Data account)
Cairo, EgyptWork Experience
Inbound Team Leader (TE Data account)Full Time
Xceed Contact Center
Mar 2004 - Jan 2016 -11 yrs, 10 months
Egypt , Giza
- 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
Education
BSc in Commarce
Cairo University (CU)Jan 2000 - Jan 2003 - 3 yr
High School - Thanaweya Amma
Jamal Abdul Nasser Schools.Jan 1999
Achievements
i had achieve in my lovely company as i get promoted with different Dep. and get real experience
Languages
English
Fluent
Training & Certifications
Emotion Intelligence
Sponsored by Xceed·2007Train the trainer
Sponsored by Xceed·2007BBSA plus (sales advantage)
Sponsored By FGF& Dale Carnegie Training·2006Essential Selling Skills
Sponsored by Xceed·2005Customer Service Training program
Sponsored by Xceed·2004BBSA
Sponsored By FGF (Future Generation Foundation) ·2003