Basic Info

Elham Zaki

11 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

 Inbound Team Leader (TE Data account) at Xceed Contact Center

Experience Details

 Inbound Team Leader (TE Data account)

Customer Service/Support

Manager

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


Company Details

Xceed Contact Center (multinational)

Smart Village. Giza, Egypt

More than 1000 employees

Consumer Services

www.Xceedcc.com

Mar 2004 to Jan 2016 (11 years 10 months)

Achievements


i had achieve in my lovely company as i get promoted with different Dep. and get real experience

Education

BSc in Commarce

Education Details

BSc

Commarce

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2000 - 2003
High School - Thanaweya Amma

High School Details

Thanaweya Amma

 Jamal Abdul Nasser Schools.

Egypt

1999

B / Very Good / 75 - 85%

N/A

 Jamal Abdul Nasser Schools.
1999

Certifications

Certificate details

BBSA plus (sales advantage)

Mar 2006

N/A

N/A

N/A

Sponsored By FGF& Dale Carnegie Training

 Build the self confidence to overcome the challenge of selling.
 Communicate value and sell from a buyer's point of view
 Master consultative selling process to accelerate the sales

BBSA
Oct 2003

Certificate details

BBSA

Oct 2003

N/A

N/A

N/A

Sponsored By FGF (Future Generation Foundation)

 8 Computer Courses.
 4 English Levels.
 Employment qualifier program
 Business Correspondence & report writing.
 Business oriented lectures

Training and Courses

Training/Course Details

Train the trainer

May 2007

Sponsored by Xceed

Trainer's skills and training style  Corporate Training Methodology, Group training dynamics, Training Techniques, Conflict management, Assessment and Evaluation, Organization and Lesson Planning

Training/Course Details

Emotion Intelligence

Dec 2007

Sponsored by Xceed

N/A

Training/Course Details

Essential Selling Skills

Jun 2005

Sponsored by Xceed

N/A

Training/Course Details

Customer Service Training program

Apr 2004

Sponsored by Xceed

N/A

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

Jobseeker photo

Profile Skills and Keywords

? Inbound Team Leader (TE Data Account)AnalyticalBBSABBSA Plus (sales Advantage)CommarceConsumer ServicesCustomer ServiceCustomer Service Training ProgramData SearchElectronicsEmotion IntelligenceEnglishEssential Selling SkillsLeaderMusicOrganizerPresenterReadingSupportTeam PlayerTrain The TrainerTravelingWindows, Microsoft Office, Internet, Outlook And M.S. ProjectXceed Contact Center

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Windows, Microsoft Office, internet, Outlook and M.S. project

Windows, Microsoft Office, internet, Outlook and M.S. project

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Customer service

Customer service

: Expert

: High

:

More than 7 years

Key Skills

Analytical, Leader, Presenter, Organizer, Team Player

Online Presence

elham essamelham essam

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