Peter Saad Hanna

Export ManagerFull Time

• Job Details:- Increasing company profitability by setting plans and implementing different sales activities in order to broadening its horizons and reaching the customers from different countries. - Retaining the existing customers. - Planning and coordinating the international shipments of natural stone. - Hiring, training and supervision of staff. - Representing the company in the International Stone Fairs: China ( Xiamen ), March 2016 / 2018 / 2019 Italy ( Verona ), September 2016 /2017/ 2018

Contact Center Team Leader / Spanish & EnglishFull Time

• Job Details:- March 2009 - December 2012 / Cisco CS _ Technical Support * Managed and directed 18 back & front office agents for Cisco Systems Global Contact Center supporting Spain and Latin America. * Monitoring inbound calls & back office transactions via teleservice tool. * Coaching and mentoring the agents to ensure meeting the account targets (Cases closure, SL, Quality, Adherence, and Absenteeism). * Conducting meetings on team and individual levels to review KPIs results on monthly basis and to set the appropriate action plans. * Scheduling and organizing shift patterns. * Conducting remote conference meetings with Latam team using Cisco Telepresence and Webex chat tool to discuss process obstacles. * Responsible for one of the main motivation plans on account level for closure of cases.

Contact Center Tier2 / Back OfficeFull Time

• Job Details:Microsoft Product Activation: * Preparing daily reports for account metrics. * Handled customers’ requests for Microsoft product activation via emails. * Handled the hard calls that come from the inbound team. * Conducted daily briefings on process updates that come from Microsoft client.