Basic Info

Mohamed Saleh

7 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Service Section Manager at Toshiba El Araby

Experience Details

Customer Service Section Manager

Customer Service/Support

Experienced (Non-Manager)

 Supervising ElAraby floor at Etisal location at El Maadi.
 Vocal point between ElAraby & Etisal management team.
 Coordinate all location issues “IT, Seats, IVR, …, etc.”.
 Provide constructive periodic feedback on key strengths and weaknesses to improve agents’ performance.
 Conduct team meetings with team leaders to discuss common and repeated quality related issues.
3
 Handling and investigating complaints.
 Ensure proper monitoring of all activities and transactions to ensure that the same complies with Call Centre COPC manual.
 Ensure all service level standards are acceptable through proper monitoring and putting action plans into effect where necessary to resolve service level standards issues.
 Deliver quality assessments and report results to the management. Ensure sufficient coaching and feedback is provided to team leaders and agents.
 Develop and identify internal and external training programs required to better improve staff performance and effectiveness.
 Interviewing; hiring and training employees.
 Appraising performance & rewarding employees.


Company Details

Toshiba El Araby (multinational)

Egypt

N/A

FMCG

www.elarabygroup.com

Oct 2013 to present (3 years 2 months)
Call Center Team Leader at Toshiba El Araby

Experience Details

Call Center Team Leader

Customer Service/Support

Experienced (Non-Manager)

 Supervise, coordinate work flow, lead, and coach, motivate, and evaluate daily contact center teams.
 Call monitoring to observe representative demeanor and accuracy of information to ensure quality standards are met.
 Ensure consistent application of policies and procedure.
 Coaching representatives in a one to one format to improve and maintain individual and contact center performance.
 To achieve an inspire atmosphere of one communication, team work, empowerment and pride in ownership.
 Manage the day to day planning, operation and problem solving of a team member to meet with required service level components, standards and set target, to develop the team ensure delivery of a consistently superior customer experience by highly knowledge and customer focused agents and as the communication conduit between frontlines and management.
 Keep direct reports updated with new developments, events, and suggest for any changes in policy and procedure.
 Evaluating representative via performance appraisals on an ongoing basis and addressing issue that may have a negative impact on the department (e.g. performance, attendance).
 Working according to COPC standards.


Company Details

Toshiba El Araby (multinational)

Egypt

N/A

FMCG

N/A

Oct 2011 to Oct 2013 (2 years)
Work Force Analyst at Toshiba El Araby

Experience Details

Work Force Analyst

Customer Service/Support

Experienced (Non-Manager)

Daily basis:
 Coordinate all floor activities.
 Prepare daily analysis for SL (service level) and KPI's daily performance.
 Prepare daily analysis for all teams’ performance and send it to Supers and Team leaders.
 Send all analysis reports to Managers and supers and leaders (SL during day and total of calls Offered and total of calls answered during threshold, unplanned leaves during day, unplanned early leaves, and any outage had done during day)
 Manage the time during day as per our SL and take the proper action. (RTM report)

Weekly basis:
 Prepare and Send analysis for out of adherence report to leaders and supers (tardy login, tardy break, and any not ready had been done by Agents).

Monthly basis:
 Send the percentage of out of adherence for all teams to leaders and supers.
 Prepare analysis report for unplanned leaves during month.
 Send RTM (real time management) report during month to managers and supers.


Company Details

Toshiba El Araby (multinational)

Egypt

N/A

FMCG

N/A

Jul 2010 to Oct 2011 (1 year 3 months)
Call Center Agent at Toshiba El Araby

Experience Details

Call Center Agent

Customer Service/Support

Experienced (Non-Manager)

 (July 2009 till June 2010 ) working as a customer service representative.

Description:
 Answer customers Inquiries.
 Solve customers Problems.
 Analysis confronted problem and transfer it to responsible department if needed.
 Good customer service awareness
 Good customer service awareness.


Company Details

Toshiba El Araby (multinational)

Egypt

N/A

FMCG

N/A

Jul 2009 to Jun 2010 (11 months)
Accountant at Aqua Tec

Experience Details

Accountant

Accounting/Finance

Experienced (Non-Manager)

Accounts receivable.
Follow - up customer’s accounts, and Sales actions.
Preparing Customers Invoices.
Preparing journal entries.
Posting the journal entries to General ledgers.


Company Details

Aqua Tec

Egypt

11-50 employees

Manufacturing

N/A

Jan 2008 to Jul 2009 (1 year 6 months)

Education

Bachelor's Degree in Commerce

Education Details

Bachelor's Degree

Commerce

Cairo University, Egypt

C / Good / 65 - 75%

Accounting

N/A

Cairo University
2003 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Nadi Shabab Embaba

Egypt

2003

B / Very Good / 75 - 85%

N/A

Nadi Shabab Embaba
2003

Training and Courses

Training/Course Details

Leader Ship Skills

Oct 2011

Etisal

N/A

Training/Course Details

Leader Ship Skills

Nov 2011

IMDC

N/A

English at FGF
Dec 2007

Training/Course Details

English

Dec 2007

FGF

N/A

Training/Course Details

The Journey leadership development program

May 2012

SeGateam

 Understanding and leading self.  Understanding and leading others.

Training/Course Details

Performance Management

Nov 2013

Job Masters

How to evaluate team members and enhance & improve their competences.

Training/Course Details

How to be a good leader

Dec 2010

LMDC “Leadership & Management Development Center

Leadership Skills

Training/Course Details

PMP Project Management Professional

Aug 2015

Logic & Managepedia

Project Management Professional

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountantAccountingAdaptiveAnalyticalCall Center AgentCall Center Team LeaderCommerceCustomer CareCustomer ServiceCustomer Service Section ManagerData AnalysisEnglishFMCGFinanceFlexibleHard WorkerHow To Be A Good LeaderInsuranceInternetLeaderLeader Ship SkillsManufacturingMicrosoft OfficeOrganizerPMP Project Management ProfessionalPerformance ManagementSupportThe Journey Leadership Development ProgramToshiba El ArabyWork Force Analyst

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

5-7 years

Internet

Internet

: Advanced

: Extreme - I love it!

:

5-7 years

Fields of Expertise

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

5-7 years

Accountant

Accountant

: Intermediate

: Medium

:

1-3 years

Data Analysis

Data Analysis

: Intermediate

: High

:

1-3 years

Key Skills

Analytical, Leader, Hard worker, Organizer, Flexible / Adaptive

Online Presence

https://www.linkedin.com/profile/view?id=AAIAAA180MYBDfWlaiSmToENpDP8Bke1c0dvfTQ&trk=nav_responsive_tab_profilehttps://www.facebook.com/mohamedsaleh86

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