Basic Info

Maha El Feki

10 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Call center supervisor at Tekcorner Canada INC.

Experience Details

Call center supervisor

Sales/Retail

Experienced (Non-Manager)

Achievements
- Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks and Responsibilities
- answer calls and respond to emails
- handle customer inquiries both telephonically and by email
- research required information using available resources
- manage and resolve customer complaints
- provide customers with product and service information
- enter new customer information into system
- update existing customer information
- process orders, forms and applications
- identify and escalate priority issues
- route calls to appropriate resource
- follow up customer calls where necessary
- document all call information according to standard operating procedures
- complete call logs
- produce call reports


Company Details

Tekcorner Canada INC. (multinational)

Ontario, Canada

11-50 employees

Internet/E-commerce

www.tekcornercanada.com

Jan 2014 to May 2016 (2 years 4 months)
Marketing manager at El Yosr Company for export and import | Egypt |

Experience Details

Marketing manager

Hospitality/Hotels/Food Services, Customer Service/Support

Manager

- Succeeded in opening new markets for the company in the Arab and African countries
- Plan was executed sales and export within a specified timeframe with monitoring, and continuous integration with the company's strategy, and develop a plan long-term strategy of each country targeted for action.
- Study of Arab foreign markets and materials, which can exported from Egypt
- I maintaining cordial relations with customers to sustain the profitability of the business. Maximizing customer satisfaction level by on time delivery, monitoring customer complaints and providing efficient services. I ensuring quality delivery of services to the clients


Company Details

El Yosr Company for export and import | Egypt |

Cairo, Egypt

11-50 employees

Marketing and Advertising

N/A

Feb 2008 to Feb 2010 (2 years)
Call center supervisor at Ace life Co

Experience Details

Call center supervisor

Customer Service/Support

Manager

Achievements
- A new method has established for the sale of insurance services in Egypt by telephone, succeeded and lasted far. Success to Build Data base to the company, 5000 recode,
- Recruit qualified team caller in call center. Training the caller in the call center to increased their skills. (CRM Training) Develop the mapping work in the call center.
- Develop daily, weekly and monthly reports to monitor the monthly work and goals.
- Create Script to caller in call center.
- The goal was to achieve the goal of doubling sales three times.
- Develop the mapping work in the call center and sales team.
- Received all complain and transfer it to solve.


Company Details

Ace life Co (multinational)

Cairo, Egypt

51-100 employees

Insurance

www.acegroup.com/mena-en/about-ace/about-ace-in-egypt.aspx

Feb 2004 to Jul 2009 (5 years 5 months)
Assistant Data Base Manager at Microsoft Egypt Co

Experience Details

Assistant Data Base Manager

Customer Service/Support

Experienced (Non-Manager)

Achievements
- Build Client list from 36000 prospects.
- Work on the database software, especially for Microsoft.
- Our goals to build good data and classified the market.
• Vertical Markets/segments.
• Vertical market opportunities:
Discuss specific market segment opportunities.
Address distribution strategies for those markets or segments.
Address use of third-party partner role in distribution to vertical markets.

- Has been promoted to Call Center Supervisor
- Phase 1: Recruit qualified team caller in call center. Training the caller in the call center to increased their skills.
- Phase 2: Made Script to caller in call center (Who to sale product or services through the telephone) Reports daily, weekly and monthly report to monitor the monthly work and the performance of caller in call center. Monitor the performance of caller in call center and the effective point or the negative point and evaluate the result.
- Phase 3: Increased the sales. Received any complain and transfer it to solve, Follow Up, Analysis, Increased sales. Outbound & Inbound calls.
- Success to build a good staff in the call center, good data and classified the market.


Company Details

Microsoft Egypt Co (multinational)

Cairo, Egypt

51-100 employees

Computer Software

www.microsoft.com

Feb 1997 to Apr 2004 (7 years 2 months)

Achievements


- answer calls and respond to emails
- handle customer inquiries both telephonically and by email
- research required information using available resources
- manage and resolve customer complaints
- provide customers with product and service information
- enter new customer information into system
- update existing customer information
- process orders, forms and applications
- identify and escalate priority issues
- route calls to appropriate resource
- follow up customer calls where necessary
- document all call information according to standard operating procedures
- complete call logs
- produce call reports


- A new method has established for the sale of insurance services in Egypt by telephone, succeeded and lasted far. Success to Build Data base to the company, 5000 recode,
- Recruit qualified team caller in call center. Training the caller in the call center to increased their skills. (CRM Training) Develop the mapping work in the call center.
- Develop daily, weekly and monthly reports to monitor the monthly work and goals.
- Create Script to caller in call center.
- The goal was to achieve the goal of doubling sales three times.
- Develop the mapping work in the call center and sales team.
- Received all complain and transfer it to solve.


- Build Client list from 36000 prospects.
- Work on the database software, especially for Microsoft.
- Our goals to build good data and classified the market.
• Vertical Markets/segments.
• Vertical market opportunities:
Discuss specific market segment opportunities.
Address distribution strategies for those markets or segments.
Address use of third-party partner role in distribution to vertical markets.
- Has been promoted to Call Center Supervisor
- Increased the sales. Received any complain and transfer it to solve, Follow Up, Analysis, Increased sales. Outbound & Inbound calls.
- Success to build a good staff in the call center, good data and classified the market.


I have achievement to study PMP Project Management University of California, Irvine January 2015

Education

Archaeology Egyptology in Egyptian

Education Details

Archaeology Egyptology

Egyptian

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
1982 - 1985
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Ban pasteur

Egypt

1980

B / Very Good / 75 - 85%

N/A

Ban pasteur
1980

Certifications

- HR certificate
Feb 2012

Certificate details

- HR certificate

Feb 2012

N/A

http://LEO.com

N/A

Leo Company

N/A

Certificate details

- Insurance Diploma

Feb 2010

N/A

N/A

N/A

Egyptian - Insurance institute

N/A

Training and Courses

Training/Course Details

- Leadership Certificate

Mar 2013

Egyptian institute

N/A

Training/Course Details

Project Management

Mar 2014

University of California, Irvine

This course combines the essential elements of Project Management and Team Leadership into one course. Project Leadership Project Teamwork Working with Difficult People Through class engagement and reflection, you will acquire further understanding of the responsibilities of leadership and become better prepared to apply this knowledge to the project environment. This series of courses will help you build, develop and hone the essential skills needed to improve your employability and advancement in today’s dynamic workforce. The courses in this Specialization may be taken in any order. Each course can also be taken independently. The Specialization concludes with a Capstone project that will give you the opportunity to integrate and apply the skills you have gained throughout the courses to your individual and organizational needs.

This profile is fresh!
Last update 20 days ago.

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Profile Skills and Keywords

- Communication Skills- HR Certificate- Insurance Diploma- Leadership Certificate- Negotiation Skills- Problem SolvingAce Life CoActivitiesArabicAssistant Data Base ManagerBusiness DevelopmentBusiness PlanningCall Center SupervisorCommunicatorComputer SoftwareCustomer ServiceCustomer ServicesData BaseE-commerceEgyptianEnglishFood ServicesFrenchHandled TeamHard WorkerHospitalityInsuranceInternetLeaderMarketing And AdvertisingMarketing ManagerMarketing PlanMicrosoft Egypt CoMicrosoft ExcelMicrosoft OfficeMicrosoft Power PointMicrosoft WindowsNegotiatorPresenterProject ManagementRetailSalesStudySupportTeachingTekcorner Canada INC.

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Advanced

: Advanced

: Advanced

: Advanced

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Microsoft Windows

Microsoft Windows

: Advanced

: High

:

5-7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

microsoft power point

microsoft power point

: Advanced

: High

:

3-5 years

Fields of Expertise

Business Planning

Business Planning

: Advanced

: Extreme - I love it!

:

5-7 years

marketing plan

marketing plan

: Advanced

: High

:

5-7 years

customer services

customer services

: Advanced

: High

:

5-7 years

data base

data base

: Advanced

: High

:

3-5 years

handled team

handled team

: Advanced

: High

:

5-7 years

Teaching

Teaching

: Advanced

: High

:

5-7 years

Key Skills

Leader, Communicator, Hard worker, Negotiator, Presenter

Online Presence

https://www.linkedin.com/in/maha-el-feki-12457714?trk=nav_responsive_tab_profilehttps://www.facebook.com/maha.elfeki

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