fatma kamal ahmed

customer service supervisorFull Time

• Job Details:My main tasks: 1-Monitoring calls 2 calls per agent per day and following up every agent defects and work on it. 2-SLA which is main responsibility . 3-Complaint handling 24 hours /per shift 4-Supporting senior & junior staff .   5-Audit call center daily activity and support other departments 6- Handling all required tasks within agreed deadline including agreed reports on google sheets. 7-Making PRs and receiving the requested and also communicate with purchasing department for all our needs as department.   8-Filling the vacation sheet for the whole department not callcenter only. 9-classifing problems received by the call center and send it to the department responsible for it and following up with the responsible until solving the problem which may exceeds 60 to 70 daily 10-Outbound calls for escalations ,handling escalation with doctor and logging it on the sheet. 11-Following up with IT department if there is a problem. 12-Following up the breaks and logging in and attendance of the team on spot. 13-One to one meeting if one of the stuff needs support or i have concern on him. 14-Receiving live requests.  15-contacting with client for exceptions and fast tracking tickets

customer serviceFull Time

TELESALESFull Time

• Job Details:As a telesales agent for city bank's credit card.