Basic Info

Heba El Mahdi

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Call Center Manager at Oikaa

Experience Details

Call Center Manager

Customer Service/Support

Manager

• Responsible for establishing the call center’s processes, policies, work flow & scripts.
• Responsible for the development, implementation, enhancement and support of call center systems.
• Supervising interaction with customers via phone, social media & mail to ensure service levels.
• Overseeing the daily operations of all Call Center.
• Ensuring that Travel packages wither ready made or customized meet the customers’ requirements.
• Directly dealing with Hotels & vendors to finalize reservations or handle escalations.
• Participates in marketing campaigns and product launches.
• Performs direct supervisory duties of department staff and recommend required training.
• Responsible for the weekly reports that reflect performance & areas of development.
• Resolve problems with employees, handle customer complaints, deal with technical issues.


Company Details

Oikaa

Cairo, Egypt

11-50 employees

Travel and Tourism

www.oikaa.com

May 2016 to present (7 months)
Operations Manager at SYE

Experience Details

Operations Manager

Education/Teaching, Training/Instructor

Manager

Contribute to short and long-term organizational planning and strategy as a member of the management team.
Plans, organizes and controls all activities in Training Centre and coordinates work of training assistant, learning assistant and reception desk, in order to provide the best possible service to clients.
Prepares and implements department’s operational plan, maintains departmental record and filing systems and approves scheduling of courses.
Oversees the daily operations of all Operations Department functions.
Provides supervision, guidance, coaching, recognition, motivation and training to department assist in the development and adherence of the Operation department
Monitors client expectations and insures effective communications to operations employees.
Identifies performance and expectation gaps and facilitates resolution. Communicating and coordinating with internal departments.


Company Details

SYE

Egypt

51-100 employees

Education

N/A

Jan 2016 to Apr 2016 (3 months)
Call Center Manager at Berlitz Language Centers

Experience Details

Call Center Manager

Customer Service/Support

Manager

• Responsible for the development, implementation, enhancement and support of call center systems, technologies and strategies.
• Oversees the daily operations of all Call Center Department functions
• Ensures activities run smoothly and efficiently
• Promotes the image of the company in a professional and positive manner
• Provides supervision, guidance, coaching, recognition, motivation and training to department personnel
• Participates in marketing campaigns and product launches
• Performs direct supervisory duties of department staff and coordinates staff for coverage in all related areas
• Responsible for the reporting system from the CRM system
• Resolve problems with employees, handle customer complaints, deal with technical issues, and work in a fast-paced environment
• Monitor and spot check calls to ensure that they are being fielded properly.


Company Details

Berlitz Language Centers (multinational)

Cairo, Egypt

101-500 employees

Education

www.berlitzegypt.com

Jun 2012 to Jul 2015 (3 years 1 month)
Operations Manager at Berlitz Language Centers

Experience Details

Operations Manager

Operations/Management

Manager

Handle LCDs’(Language Center Director) daily challenges, or report them to the GM and get back to LCD’s with solutions.

Initiate new /or update existing policies to enhance work flow, and communicate them with LCD’s

Review and modify the quality audit system and review results and follow up on the action taken.

Implementing Marketing plan for the centers.

Follow up on clients’ feedback through CRM counseling’s, random calls and follow up on alarming feedback, till they are closed.

Align programs prices with the GM, and send them to System administrator to upload them on CRM


Company Details

Berlitz Language Centers

New Cairo City, Egypt

101-500 employees

Education

www.berlitzegypt.com

Jun 2013 to May 2015 (1 year 11 months)
Call Center Team Leader at Berlitz Language Centers

Experience Details

Call Center Team Leader

Customer Service/Support

Experienced (Non-Manager)

• Responsible for the development, implementation, enhancement and support of call center agents.
• Monitor agents’ performance, recognize exceptional achievements & highlight any shortcomings.
• Arrange for team-building activities as per requests.
• Ensures activities run smoothly and efficiently.
• Responsible for monthly KPIs & shift schedules.
• Handling customers’ complaints & assisting agents in hard calls.


Company Details

Berlitz Language Centers (multinational)

Cairo, Egypt

101-500 employees

Education

www.berlitzegypt.com

Jun 2010 to Jun 2012 (2 years)
Office Management Trainer at Future Generation Foundation

Experience Details

Office Management Trainer

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

Training students on :
Telephone Usage
Travel Arrangement
Meetings and Conference Planning
Communication Skills
Customer Service Techniques
Time Management
Business Writing
Conflict Solving
Public Speaking
Business Etiquette
Improving Self-esteem


Company Details

Future Generation Foundation

Cairo, Egypt

11-50 employees

Education

Www.fgf.com

Sep 2008 to Jun 2010 (1 year 9 months)
English Language Instructor at Berlitz Language Centers

Experience Details

English Language Instructor

Customer Service/Support, Education/Teaching, Training/Instructor

Experienced (Non-Manager)

• Teach English for beginners & intermediate levels.
• Teach business English for intermediate levels.
• Teach basic business skills including:
• Marketing, sales, banking, interviews, business correspondence & report writing.
• Teach Office Management Skills.


Company Details

Berlitz Language Centers (multinational)

Cairo, Egypt

101-500 employees

Education

www.berlitzegypt.com

Sep 2007 to May 2010 (2 years 8 months)
Senior Flight Stewardess at Emirates Airlines

Experience Details

Senior Flight Stewardess

Customer Service/Support, Education/Teaching, Hospitality/Hotels/Food Services

Experienced (Non-Manager)

• Ensure Passengers safety & security.
• Provide first class in-flight services on board.
• Ensures security checks & services run smoothly and efficiently.
• Handle passengers’ complaints & any problems on board.


Company Details

Emirates Airlines (multinational)

Dubai, United Arab Emirates

More then 1000 employees

Education, Airlines/Aviation

www.emirates.com

Jan 1999 to May 2002 (3 years 4 months)

Education

Bsc in Mass Communications

Education Details

Bsc

Mass Communications

Cairo University, Egypt

C / Good / 65 - 75%

TV & Radio Production Journalism Public Relations

N/A

Cairo University
1993 - 1997
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Jeel Al Jaded

Kuwait

1993

A / Excellent / 85 -100%

N/A

Al Jeel Al Jaded
1993

Training and Courses

Training/Course Details

• High Performance Teams Course

Oct 2008

Dale Carnegie Training Center

How to build greater self confidence. • Strengthen people skills. • Enhance communication skills. • Develop leadership skills. • Reduce stress & improving attitude.

Training/Course Details

• Effective Communication & Human Relations course

Jun 2009

Dale Carnegie Training Center

Commitment. • Communicating among team members. • Communicating as a team. • Collaboration in making decision & resolving conflict. • Coordination

Training/Course Details

• Modern Teaching Techniques Course.

Jul 2009

Berlitz Language Centers

Different teaching techniques • (Teacher Centered, Active Learning & Student Centered) •  Students types. • Testing & Evaluation.

Training/Course Details

Leadership Training For Managers Course.

Jun 2014

Dale Carnegie Training Center

• Developing Personal Leadership. • Defining the Performance Process. • Problem Analysis & Decision Making • Implementing the Delegation Process • Communicating to Lead.

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

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Profile Skills and Keywords

AdaptiveAirlinesArabicAviationBerlitz Language CentersCall Center ManagerCall Center Team LeaderCustomer ServiceEducationEmirates AirlinesEnglishEnglish Language InstructorExecutorFlexibleFood ServicesHard WorkerHospitalityLeaderLeadership Training For Managers Course.Listening To MusicManagementMass CommunicationsMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft WindowsMicrosoft WordOffice Management TrainerOperations ManagerOrganizerSenior Flight StewardessSupportTeaching EnglishTravel And TourismTravelingWalking Effective Communication & Human Relations Course High Performance Teams Course Modern Teaching Techniques Course.

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Outlook

Microsoft Outlook

: Advanced

: High

:

3-5 years

Microsoft Word

Microsoft Word

: Intermediate

: High

:

3-5 years

Microsoft Excel

Microsoft Excel

: Intermediate

: Medium

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Intermediate

: Medium

:

1-3 years

Microsoft Windows

Microsoft Windows

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Teaching English

Teaching English

: Advanced

: Medium

:

1-3 years

Key Skills

Executor, Leader, Hard worker, Organizer, Flexible / Adaptive

Online Presence

heba.elmahdi@facebook.com

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