Basic Info

Mohamed Rezk

10 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Team And Customer Service Manager at Tabbrak Holding

Experience Details

Team And Customer Service Manager

Customer Service/Support

Manager

• The fully responsible on the whole operations on both parts "Operation management & account management" reporting directly to GM.



Company Details

Tabbrak Holding

Cairo, Egypt

101-500 employees

Consumer Services

www.tabarakholding.com

Oct 2014 to present (2 years 2 months)
Supervisor at Eitsalat

Experience Details

Supervisor

Customer Service/Support

Manager

• Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made.
Follow up on new leads and referrals resulting from field activity.
• Observe all my team daily created transactions
• Establish all call center environment's rules & fundamentals.
• Conduct all business requirements through business analyses function results.
• Generate the client’s business output and build the required analysis to identify the gap between real results & targets.
• Create the required immediate & short run salutations to meet the operational targets
• Check and analyze daily, monthly and yearly performance data on business level & call center operation level.
• Provide the required operational solutions based on improvement action plans
• Create or maintain policies, procedures and work process as well.
• Follow up daily real time operation management: calls flow, service level, floor manpower… etc.
• Design evaluation performance system (KPI) for whole call center staff
• Doing the required interviews to requite call center staff also with currently employee for any promotions or transfer movements.
• Deliver all the training materials “Technical operation Issue” to the Mid-career managerial positions (team leaders)
• Coordinate with Quality & WFM departments to handle any Issue related to operation
Prepare presentations,.
Develop and maintain materials and current product knowledge.
Establish and maintain current client and potential client relationships.
Manage account services through quality checks and other follow-up.
Identify and resolve client concerns.
Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals.
• Conduct quality monitoring and identify improvement areas.
• Provide feedback for the agent’s performance and training Recommendations.
• Conduct one-on -one-performance evaluations.
• Schedule agents to meet staffing requirements.
• Gather and analyze daily, monthly and yearly performance data.
• Helping create or maintain policies, procedures and work process as well.
• Delivery of quality and productivity targets and indicators.
• Daily real time monitoring for: calls flow, service level, floor work force.
• Motivate, enable direct and manage my subordinates
• Evaluate team monthly performance and deliver it to QA department.
• Deliver training to the whole staff with the new products, services, process and even promotion.
• Doing outings with the team to focus on the team spirit that leads to a high level of loyalty.
• Deliver all the training materials “Soft skills and Technical” to the account “Account trainer”


Company Details

Eitsalat

Cairo, Egypt

More than 1000 employees

Consumer Services

www.etisalat.com

Aug 2008 to Oct 2014 (6 years 2 months)
Seinoer Spicialiest at Vodafone

Experience Details

Seinoer Spicialiest

Customer Service/Support

Experienced (Non-Manager)

• Responsible for handling all types of Customer Service Duties.
• Providing customers with technical support and proper trouble shooting,
• Propose the proper solutions to the customers, guiding them to the appropriate destination to get their requirements.
• Activating and deactivating value added service according to the customer’s need.
• Propose to the customers a cross and up sell.
• Handling the customers’ complaints through the proper escalation, and making follow up to guarantee that all cases are closed.


Company Details

Vodafone

cairo, United Kingdom

More than 1000 employees

Consumer Services

www.vodafone.com

Jun 2006 to Jul 2008 (2 years 1 month)

Achievements


My dear, I am writing to apply for the available position at your company, that for the past few years I have worked as , Manager , Supervisor ,senior ,where I have developed a different type of skills and have always been impressed my client with the quality of job I delivered. I am looking for a new challenge that will provide me with the opportunity to further develop my career. I have enclosed my CV to support my application. It shows that I will bring important skills to the required position I am enthusiastic and professional, and I believe I would fit well into the company’s team culture and contribute to the ongoing success of the department. I wish to enjoy having the opportunity to talk with you further to discuss the requirements and expectations of the job, and how I could use my skills to benefit your Company. Thank you for considering my application. I look forward to hearing from you. Yours sincerely, Mohamed Rezk

Education

Bachelor of Economics & Foreign Trade in Economics & Foreign Trade

Education Details

Bachelor of Economics & Foreign Trade

Economics & Foreign Trade

Bachelor of Economics & Foreign Trade (year 2005. 2006) helwan universty, Egypt

C / Good / 65 - 75%

Bachelor of Economics & Foreign Trade

Bachelor of Economics & Foreign Trade (year 2005. 2006) helwan universty
2005 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Sara Taqy Elaalah

Egypt

2000

B / Very Good / 75 - 85%

N/A

Sara Taqy Elaalah
2000

Training and Courses

Training/Course Details

...

Nov 2016

Vodafne , Etisalat , Ahli united bank ,Tabarak

• Supervisory Skills. (Logic Consulting). • Customer Satisfaction "Human Touch"(Vodafone Egypt). • Fundamentals for Success (Customized and prepared for Vodafone Egypt) • Six Sigma (Customized and prepared for Etisalat Egypt • COPC Training. By Etisal International • Leadership 1st Level , Leadership 2nd Level • Problem Solving • Work Force • Coaching Skills & Setting Action Plan "Advanced"

Training/Course Details

...

Nov 2016

Vodafne , Etisalat , Ahli united bank ,Tabarak

The Art of Customer Service. • Basics of Effective Communication. • Building Strong Customer Relations. • Succeeding as a Supervisor • Providing Effective Feedback • Managing work Stress. • Managing Negative People.

This profile is fresh!
Last update 2 days ago.

Jobseeker photo

Profile Skills and Keywords

...Body BulidingBusiness PlanningCall CentreCarsConsumer ServicesCreativeCustomer CareCustomer ServiceCutomer ServiceEconomics & Foreign TradeEnglishHandles StressHard WorkerInternetLeaderMicrosoft OfficeMusicOperationsProblem SolverSeinoer SpicialiestSupervisorSupportTeam And Customer Service ManagerTeams Mangment

Self-assesed Skills

Languages

English

English

: Advanced

: Fluent

: Advanced

: Advanced

Tools and Technologies

Internet

Internet

: Advanced

: High

:

More than 7 years

Microsoft Office

Microsoft Office

: Intermediate

: High

:

More than 7 years

Business Planning

Business Planning

: Intermediate

: Medium

:

More than 7 years

Fields of Expertise

Operations

Operations

: Expert

: Extreme - I love it!

:

More than 7 years

Teams Mangment

Teams Mangment

: Expert

: Extreme - I love it!

:

More than 7 years

customer care

customer care

: Expert

: Extreme - I love it!

:

More than 7 years

call centre

call centre

: Advanced

: Extreme - I love it!

:

More than 7 years

cutomer service

cutomer service

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Leader, Hard worker, Creative, Problem Solver, Handles Stress

Online Presence

https://www.linkedin.com/nhome/https://www.facebook.com/

Mohamed is looking for new exciting career opportunities… Please share…

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Mohamed's full profile and find more great talent and professionals to join your team.