Basic Info

Kareem Rashad

6 years

Giza Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

RTM specialist at Vodafone International Service

Experience Details

RTM specialist

Project/Program Management

Experienced (Non-Manager)

• Handling day to day requests accurately within the agreed upon SL.
• Handle planned and unplanned outages on the spot.
• Ensure the smooth running of all applications and availability of PC's fixed and useable.
• Monitor all queues in terms of SL/adh/abuse and report it to queue manager.
• Ensure at the end of each day that the day after schedules in all queues are adjusted in an efficient way in terms of ( breaks distribution / availability on queue ).
• Ensure availability on floor to assist and advise operations.
• Handle all communication with Stakeholders.
• Handling ad-hoc requests with accuracy and speed.
• Ensure sending all reports on time and accurately.
• Sending DTSMS ( SL / outages ) on time and accurately.


Company Details

Vodafone International Service (multinational)

Sixth Of October City, Egypt

More than 1000 employees

Telecommunications

N/A

Feb 2015 to present (1 year 11 months)
Customer Service Team Leader at Vodafone International Services

Experience Details

Customer Service Team Leader

Customer Service/Support

Experienced (Non-Manager)

-Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
-Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
-Provides statistical and performance feedback and coaching on a regular basis to each team member.
-Writes and administers performance reviews for skill improvement.
Is available for employees who experience work and/or personal problems ----providing appropriate coaching, counseling, direction and resolution.
-Ensures employees have appropriate training and other resources to perform their jobs.
-Responds to and resolves employee relations issues expressed by team members.
-Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
-Addresses disciplinary and/or performance problems according to company policy.
-Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
-Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
-Works as a member/leader of special or ongoing projects that are important to area/process improvement.
-Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
-Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
-Uses appropriate judgment in upward communication regarding department or employee concerns.


Company Details

Vodafone International Services (multinational)

Giza, 6 October, Egypt

More than 1000 employees

Telecommunications

N/A

Sep 2012 to Jan 2015 (2 years 4 months)
Customer Service representative at Vodafone Egypt

Experience Details

Customer Service representative

Customer Service/Support

Entry Level

• Providing the best quality using soft skills and ownership concepts
• Exceeding the customer’s needs by going the extra mile
• Delegating my supervisor in handling the productivity tasks


Company Details

Vodafone Egypt (multinational)

Sixth Of October City, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2011 to Apr 2012 (1 year 3 months)

Achievements


- Top Quality Achiever
- Employee of the Month


Education

Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Faculty Of Commerce Tanta University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty Of Commerce Tanta University
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Tanta Secondary School For Boys

Egypt

2006

A / Excellent / 85 -100%

N/A

Tanta Secondary School For Boys
2006

Training and Courses

Training/Course Details

Management

Aug 2010

Ministry of Communications and The Information Technology Institute

• Business English. ( 135 Hours ) • Soft Skills ( 60 Hours ) which included : 1- Business writing. 2- Customer Service. 3- Presentation skills. 4- Interpersonal skills. 5- Business Process Outsourcing ( BPO ).

Training/Course Details

PMP

Feb 2016

Oxford Academy

Project Management Professional - PMP Course - ( 42 Hours ) : - Project Management Framework - Project Management Process Groups - Project Scope Management - Project Time Managemen - Project Risk Management - Project Communication Management - Project Human Resource Management

This profile is fresh!
Last update 3 days ago.

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Profile Skills and Keywords

AccountingArabicBusiness-orientedCustomer ServiceCustomer Service RepresentativeCustomer Service Team LeaderDetails-orientedEnglishHandles StressHuman ResourcesInternetMS ProjectManagementMicrosoft OfficePC ApplicationsPMPProblem SolverProgram ManagementProjectProject ManagementRTM SpecialistReadingSupportTeam LeadingTeam PlayerTelecommunicationsTravellingVodafone EgyptVodafone International ServiceVodafone International ServicesWatching Football

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MS Project

MS Project

: Expert

: Extreme - I love it!

:

1-3 years

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

5-7 years

PC applications

PC applications

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Team leading

Team leading

: Expert

: Extreme - I love it!

:

3-5 years

Customer Service

Customer Service

: Expert

: High

:

3-5 years

Management

Management

: Advanced

: Extreme - I love it!

:

1-3 years

Human Resources

Human Resources

: Advanced

: Extreme - I love it!

:

3-5 years

Project Management

Project Management

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Business-oriented, Problem Solver, Details-oriented, Handles Stress, Team Player

Online Presence

https://www.linkedin.com/in/kareem-abd-el-salam-b4b058115?trk=nav_responsive_tab_profile_pichttps://www.facebook.com/kareem.abdelsalam.7

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