Basic Info

Hesham hussein

12 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Work Force & Customer Operation Consultant at Freelancer

Experience Details

Work Force & Customer Operation Consultant

Customer Service/Support

Experienced (Non-Manager)

Identify, research, and resolve customer issues using our CRM systems and tools
• Communicate progress and resolution of issues to internal and external customers
• Complete call logs and document all customer contacts in the CRM system.
• Maintain accurate files of adjustments and correspondence for audit purposes
• Recommend process improvements.
• Recognize, document and alert the team leader/manager of trends in customer calls.
• Resource management to meet service levels & forecasting the intra-day.
• Analyse the unexpected events and report it to the management team.
• Constant monitoring on the queues of the whole departments to achieve the targets. Complete analysis of the traffic patterns over the queue.


Company Details

Freelancer

Cairo, Egypt

1-10 employees

Consumer Services

N/A

Sep 2016 to present (3 months)
Customer Care High Value Supervisor (Loan) at Vodafone Egypt

Experience Details

Customer Care High Value Supervisor (Loan)

Customer Service/Support

Experienced (Non-Manager)

• Manage a team of call center agents
• Educate the call center agents about their KPI :Quality , productivity ,etc.
• Manage by walking around and be visible to answer agents questions.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Review the past week’s events, including statistics, results and industry news.
• Communicate company new strategy.
• Create and maintain files on each agent as they relate to attendance, production, and reviews.
• Keep management informed about issues and problems & find a way to solve these problems.


Company Details

Vodafone Egypt

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jul 2015 to Aug 2016 (1 year 1 month)
Customer Care Senior Work Force Intraday Analyst at Vodafone Egypt

Experience Details

Customer Care Senior Work Force Intraday Analyst

Customer Service/Support

Experienced (Non-Manager)

• Resource management to meet service levels & forecasting the intra-day.
• Analyze the unexpected events and report it to the management team.
• Constant monitoring on the queues of the whole departments to achieve the targets.
• Complete analysis of the traffic patterns over the queue.
• Maintain record of agent’s attendance throughout the day and their adherence to the schedules and review the adherence at specific intervals so that it would meet the forecasting
• Analysis of agent’s productivity and identify deficiencies.
• Constant control over the floor to identify abnormalities and coordination with the supervisor (floor management).


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

N/A

Telecommunications

www.Vodafone.com.eg

Dec 2011 to Jul 2015 (3 years 7 months)
Customer Care Specialist (Team Leader) at Vodafone Egypt

Experience Details

Customer Care Specialist (Team Leader)

Customer Service/Support

Experienced (Non-Manager)

Acting as a team leader in handling new comers, educating them about their KPI( Quality , productivity ,etc.). Monitoring new comer in their probation period before being distributed on new teams.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.Vodafone.com.eg

Apr 2010 to Dec 2011 (1 year 8 months)
Customer Care Specialist (Team Leader) at Vodafone Egypt

Experience Details

Customer Care Specialist (Team Leader)

Customer Service/Support

Experienced (Non-Manager)

Acting as a team leader in handling new comers, educating them about their KPI( Quality , productivity ,ect.). Monitoring new comer in their probation period before being distributed on new teams.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.Vodafone.com.eg

Apr 2010 to Dec 2011 (1 year 8 months)
Senior Night Shift Representative at Vodafone Egypt

Experience Details

Senior Night Shift Representative

Customer Service/Support

Experienced (Non-Manager)

Perform as a member of a multitask team in handling all customer segments plus supporting and handling the following teams ;
• Workforce Team
• SMC ( Service Management Center )
• High Usage and Fraud Team
• I Care ( Technical Support for Vodafone Tech Services )
• Trade Line Support


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.Vodafone.com.eg

May 2006 to Apr 2010 (3 years 11 months)
Customer Care Representative at Vodafone Egypt

Experience Details

Customer Care Representative

Customer Service/Support

Entry Level

Customer Care Representative: Handling customers calls (Postpaid Segment & technical support)


Company Details

Vodafone Egypt

Cairo, Egypt

More than 1000 employees

Telecommunications

www.Vodafone.com.eg

Feb 2004 to May 2006 (2 years 2 months)

Education

B.A Degree in English Language & Literature in English Language & Literature

Education Details

B.A Degree in English Language & Literature

English Language & Literature

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
1999 - 2003

Certifications

Certificate details

Professional Certificate of Marketing

Mar 2008

N/A

N/A

N/A

AUC ( American University in Cairo)

N/A

Certificate details

Diploma in Marketing Management

Jan 2014

N/A

N/A

N/A

AASTMT (Arab Academy for Science, Technology & Maritime Transport)

N/A

Training and Courses

Training/Course Details

Emotional Intelligence Certificate

Sep 2011

Innovative Group

N/A

This profile is fresh!
Last update 2 days ago.

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Profile Skills and Keywords

AnalyticalAnalytical And ReportingArabicCommunication SkillsCommunicatorComputer SkillsConsumer ServicesCustomer Care High Value Supervisor (Loan)Customer Care RepresentativeCustomer Care Senior Work Force Intraday AnalystCustomer Care Specialist (Team Leader)Customer ServiceDiploma In Marketing ManagementEmotional Intelligence CertificateEnglishEnglish Language & LiteratureHard WorkerLeaderMarketing ManagementMicrosoft OfficePlannerPlanning & DevelopmentProfessional Certificate Of MarketingSenior Night Shift RepresentativeSupportTelecommunicationsVodafone EgyptWork Force & Customer Operation Consultant

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Computer Skills

Computer Skills

: Advanced

: High

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

More than 7 years

Communication Skills

Communication Skills

: Advanced

: High

:

More than 7 years

Analytical and reporting

Analytical and reporting

: Advanced

: High

:

More than 7 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Marketing Management

Marketing Management

: Expert

: Extreme - I love it!

:

1-3 years

Planning & Development

Planning & Development

: Advanced

: High

:

3-5 years

Key Skills

Analytical, Leader, Planner, Communicator, Hard worker

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