Basic Info

Hend Omran

6 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Shopping Experience Manager at IKEA

Experience Details

Shopping Experience Manager

Sales/Retail

Manager

N/A


Company Details

IKEA (multinational)

Egypt

101-500 employees

Retail

N/A

Jan 2016 to present (11 months)
Senior Customer Service at IKEA

Experience Details

Senior Customer Service

Customer Service/Support

Manager

N/A


Company Details

IKEA (multinational)

Cairo, Egypt

N/A

Retail

N/A

Aug 2014 to Jan 2016 (1 year 5 months)
Contact Centre Supervisor at Teleperformance

Experience Details

Contact Centre Supervisor

Customer Service/Support

Manager

Develop mentor and manage a team of 25 Contact Center Representatives of different projects.
• Coach, monitor and provide feedback to agents on a regular basis to improve performance.
• Motivate staff to achieve all assigned targets and goals.
• Improve performance by setting action plans and setting expectations to the team through the metrics.
• Manage through TOPS to maintain and improve the KPIs.
• To communicate management information and updates on policies and/or procedures to the operations team.
• To ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements.
• To build a solid customer service team that exceeds goals and expectations.
• To supervise the workload of the team, allocating team members to optimize service provision and support across the hours of the operation of the team.
• To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients.
• To supervise the team in accordance with the company policies and procedures.
• To resolve interpersonal issues within the team and escalate if required. In any case the Supervisor must give direct feedback to the Assistant Contact Center Manager regarding these issues.
• To schedule team staff meetings and functions.
• To report to senior management on customer service metrics, opportunities, and threats.
• To ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
• Maintain an accurate database of historical information on absenteeism, attrition, productivity, service level performance and staffing adherence.
• Other duties as assigned.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring

N/A

Sep 2012 to Aug 2014 (1 year 11 months)
Back Office Service Specialist and Trainer at Teleperformance

Experience Details

Back Office Service Specialist and Trainer

Customer Service/Support

Experienced (Non-Manager)

• Dealt directly with customer’s complaints via phone and e-mail.
• Managing customer’s money transfer directly through different client’s applications
• Dealing directly with the client regarding customer’s escalations
• Delegated multiple tasks from my direct managers.
• Trained newly hired agents and agents transferring to two different LOBs


Company Details

Teleperformance (multinational)

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring

N/A

Apr 2012 to Sep 2012 (5 months)
Customer Service Representative at Teleperformance

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

N/A


Company Details

Teleperformance (multinational)

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring

N/A

Mar 2011 to Apr 2012 (1 year 1 month)
English and Business Instructor at Berlitz

Experience Details

English and Business Instructor

Education/Teaching, Training/Instructor

Entry Level

• classroom management;
• planning, preparing and delivering lessons to a range of classes and age groups;
• preparing and setting tests, examination papers, and exercises;
• marking and providing appropriate feedback on oral and written work;
• devising, writing and producing new materials, including audio and visual resources;
• attending and contributing to training sessions;
• preparing information for inspection visits and other quality assurance exercises;
• basic administration, such as keeping student registers and attendance records


Company Details

Berlitz (multinational)

Giza, Egypt

51-100 employees

Education

N/A

Jul 2010 to Mar 2011 (8 months)

Education

BA in Arts

Education Details

BA

Arts

ainshams university, Egypt

B / Very Good / 75 - 85%

N/A

N/A

ainshams university
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

BBC International School

Egypt

2006

A / Excellent / 85 -100%

N/A

BBC International School
2006
This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicArtsAvaya SoftwareBack Office Service Specialist And TrainerBerlitzBusiness DevelopmentCRMContact Centre SupervisorCustomer ServiceCustomer Service RepresentativeCustomer-orientedEducationEnglishEnglish And Business InstructorFrenchHandles StressHard WorkerIKEAInfinity SoftwareInitiativeInternetMicrosoft OfficeNavisionOffshoringOutsourcingPlannerRetailSalesSenior Customer ServiceShopping Experience ManagerSupportTeleperformance

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Intermediate

: Beginner

Tools and Technologies

Infinity Software

Infinity Software

: Expert

: High

:

1-3 years

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Avaya Software

Avaya Software

: Advanced

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

CRM

CRM

: Intermediate

: High

:

1-3 years

Navision

Navision

: Beginner

: High

:

Less than 1 year

Key Skills

Planner, Hard worker, Customer-oriented, Initiative, Handles Stress

Online Presence

http://eg.linkedin.com/pub/hend-raafat/69/25a/b85/

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