Basic Info

Radwa Fathy

5 years

Cairo, Egypt

Bachelor's Degree

Student

Work Experience

Account Manager at Raya Contact Center

Experience Details

Account Manager

Customer Service/Support

Manager

• Supervises and directs the Operations of Team Leaders
• Sets the weights for Team Leaders and Advisors monthly objectives and calculates the monthly variable for incumbent’ Team Leaders
• Appraises the Team Leaders on annual basis
• Ensures that corrective actions are taken by Team Leaders in the process of monitoring and coaching Advisors,
• Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark and documents case
• Carries the responsibility of achieving targets communicated by the Operations Manager
• Acts as focal point with the supporting functions for project/Advisor related issues (including verification of monthly invoice)
• Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month
• Takes action as necessary on feedback from transaction monitoring
• Meets one-to-one with all relevant Team Leaders to communicate feedback from monthly performance assessment
• Skip level with the Advisors randomly every Quarter
• Holds weekly meetings with Team Leaders to review operational results and to discuss improvement steps
• Ensures that all team members adhere to RCC code of conduct and takes disciplinary action where necessary
• Perform weekly on floor audits to ensure consistency in delivering the service to the end user across all Advisors of the project
• Follow the implementation approach for any new scope or change of scope required by the client by filling out the process change request form and following the rest of the approach
• Keeping a track sheet for all process change forms to track clients requirements and change requests


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Jul 2016 to present (1 year 5 months)
Operations Team Leader at Raya Contact Center

Experience Details

Operations Team Leader

Customer Service/Support

Manager

Managing Team Consists of more than 15 agents , Handling Their requests and Setting Action Plans to Improve their performance in order to achieve their KPIs and Achieve Company Goals


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Computer and Network Security , Consumer Services

http://www.rayacc.com/

Apr 2014 to Jul 2016 (2 years 3 months)
Technical Support Advisor at Raya Contact Centre

Experience Details

Technical Support Advisor

Customer Service/Support

Experienced (Non-Manager)

Technical Support account Advisor for Etisalat UAE ,, Handling Technical Issues for Home Services and Business Services Like Internet , Web-hosting , Landline, IPTV and Domain Name Troubleshooting


Company Details

Raya Contact Centre

Cairo, Egypt

N/A

Consumer Services

http://www.rayacc.com/

Dec 2012 to Apr 2014 (1 year 4 months)
Technical Support Account Advisor at Raya Contact Center

Experience Details

Technical Support Account Advisor

Customer Service/Support

Experienced (Non-Manager)

Home Services - Etisalat UAE


Company Details

Raya Contact Center

Egypt

N/A

Information Technology Services, Telecommunications, Information Technology Services

N/A

Dec 2012 to Apr 2014 (1 year 4 months)
Technical Support at Virgo Communication

Experience Details

Technical Support

IT/Software Development

Experienced (Non-Manager)

Supporting three different projects, solving customer's problems and make reports on how to improve those systems
Projects names : Safa for Umrah Agencies , Enjaz for authorized companies by Saudi embassies automation and Saudi airlines reservation website


Company Details

Virgo Communication

Cairo, Egypt

501-1000 employees

Computer and Network Security , Computer Networking , Computer Software

N/A

Jan 2012 to Nov 2012 (10 months)

Education

BSc in Computer Science

Education Details

BSc

Computer Science, Information Technology

Cairo University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Cairo University
2007 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Maadi Secondary School for Girls

Egypt

2007

A / Excellent / 85 -100%

N/A

Maadi Secondary School for Girls
2007

Certifications

Certificate details

On Trac Star Certificate

Aug 2015

100 out of 100

N/A

N/A

On Trac

Team Leader Development

Training and Courses

Training/Course Details

Centura

Aug 2010

ITs-GBS Company

- Summer Trainee 2010 In “ITS-GBS” • Date: 4-July 2010 to 31- August2010. • Working on phoenix project using Centura programming language ”SQL Windows Applications”. • We didn’t have access to the real software so we work externally on small applications , also we took sessions on the work flow in this project from developing ,debugging , testing and delivering .finally , How the project manager distribute work on specific project.

Training/Course Details

Team Leader Development

Jul 2014

Raya Contact Center

N/A

Training/Course Details

Supervisory Development Program

Nov 2016

Dale Carnegie

Supervisory Development Program

Training/Course Details

How to Coach Employees to peak Performance

Dec 2016

Dale Carnegie

How to Coach Employees to peak Performance

Training/Course Details

Time & Stress Management

May 2017

Network Training Center

Time & Stress Management

This profile is fresh!
Last update 4 days ago.

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Profile Skills and Keywords

Account ManagerArabicC++CenturaComputer And Network SecurityComputer NetworkingComputer ScienceComputer SoftwareConsumer ServicesCustomer ServiceEnglishHard WorkerHow To Coach Employees To Peak PerformanceITInformation TechnologyInformation Technology ServicesJavaManaging Staff PerformanceMicrosoft OfficeMusicOn Trac Star CertificateOperations Team LeaderOrganizerPHPPhotographyProblem SolverReadingSocialSoftware DevelopmentSupervisory Development ProgramSupportSupportiveTeam Leader DevelopmentTeam ManagementTechnical SupportTechnical Support Account AdvisorTechnical Support AdvisorTelecommunicationsTime & Stress ManagementTime Management

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Java

Java

: Advanced

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

C++

C++

: Intermediate

: High

:

1-3 years

PHP

PHP

: Intermediate

: Medium

:

Less than 1 year

Fields of Expertise

Team Management

Team Management

: Expert

: Extreme - I love it!

:

3-5 years

Managing Staff Performance

Managing Staff Performance

: Advanced

: Extreme - I love it!

:

5-7 years

Time Management

Time Management

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Hard worker, Organizer, Problem Solver, Social, Supportive

Online Presence

eg.linkedin.com/pub/radwa-fathy/1b/b46/592/https://www.facebook.com/radwa.fathyhttps://twitter.com/RadwaFAhttp://about.me/radwafathyhttp://radwa-fathy.blogspot.com/http://radwafathy.tumblr.com/

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