Zainab Abdel Fattah

Quality Coach at Sykes incorporated

Maadi, Cairo, Egypt

Sykes

Jun 2018 - Present -7 yrs

Egypt , Cairo

Sykes incorporated

Sep 2017 - Present -7 yrs, 9 months

Egypt , Cairo

Job Details:Assisting agents in achieving their KPI's by analysing the scores and listening to calls/monitoring emails. This is done remotely and side by side to find the gaps in the agent's technical, procedural, language and soft skills. Effective feed back is then given to the agent (This can be technical, soft-skills, etc) and an action plan is set to ensure that the targets are achieved. I also handle Supervisor calls whenever a Supervisor is not available to handle a complaint.

Sykes incorporated

Feb 2017 - Sep 2017 -7 months

Egypt , Cairo

Job Details:Answering calls and email and assisting them with technical/procedural issues and booking repairs/exchanges.

Apr 2016 - Nov 2016 -7 months

Egypt , Giza

Job Details:I worked at Global Vision International as a volunteer coordinator. I was responsible to take all phone calls sent to me and help the customer to the best of my ability in choosing the best volunteering program for them. I was also responsible for answering all questions that are emailed to our information account. And I had to process all payments that were sent to our payments account and over the phone. I also needed to solve any complaints to the best of my ability while making sure that the customer is happy while keeping inline with GVI policies. I also needed to train all new employees in my position. I was also responsible for getting clients to join a 3 day Intercultural Fluency Course endorsed by the British Council. And lastly I was responsible for ordering and sending off all ASDAN awards for our clients.

Bachelor of Arts in Humanities
University of South Africa
Jan 2014 - Jan 2018 - 4 yr

English and Math teacher at Global Academy
Volunteering
Jun 2016 - Nov 2016 -5 months
Volunteer at Sarah Fox Children's hospital
Volunteering
Dec 2012 - Dec 2012