Basic Info

Hesham hussein

12 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Workforce & Customer Operation Consultant at Freelancer

Experience Details

Workforce & Customer Operation Consultant

Operations/Management

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

Consulting Services

N/A

Sep 2016 to present (1 year 4 months)
Customer Care Senior Workforce Intraday Analyst at Vodafone Egypt

Experience Details

Customer Care Senior Workforce 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 Aug 2016 (4 years 8 months)
Customer Care Team Leader at Vodafone Egypt

Experience Details

Customer Care Team Leader

Customer Service/Support

Experienced (Non-Manager)

•Handling Team of call center agents.
•Educating the team about customer care & phone etiquette.
•Educating the team about their KPI: Quality, productivity, etc.
•Monitoring new comers in their probation period before being distributed on new teams.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

N/A

Telecommunications

www.Vodafone.com.eg

Apr 2011 to Dec 2011 (8 months)
Senior Customer Care Representative at Vodafone Egypt

Experience Details

Senior Customer Care 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 )
• Complain Management
• Risk Management (High Usage and Fraud Team )
• I Care Team
• Trade Line Support


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

N/A

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 3 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

Jobseeker photo

Profile Skills and Keywords

AnalyticalAnalytical And ReportingArabicCommunication SkillsCommunicatorComputer SkillsConsulting ServicesCustomer Care RepresentativeCustomer Care Senior Workforce Intraday AnalystCustomer Care Team LeaderCustomer ServiceDiploma In Marketing ManagementEmotional Intelligence CertificateEnglishEnglish Language & LiteratureHard WorkerLeaderManagementMarketing ManagementMicrosoft OfficePlannerPlanning & DevelopmentProfessional Certificate Of MarketingSenior Customer Care RepresentativeSupportTelecommunicationsVodafone EgyptWorkforce & 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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