Basic Info

Rasha Magdy

8 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Administrator at Simple Touch Software

Experience Details

Administrator

Administration

Manager

Ensure achieve Customer satisfaction:
1. Outdoor tasks attendance and performance.
2. Complains follow up.


o Call center performance:
1. Shifts.
2. Schedule adherence.
3. Breaks.
4. House rules
5. Attendance exceptions approval.
6. Complains follow up.
7. Call center Quality performance follow up.
8. Managerial issues handling with HR.
9. New comers performance and evaluation (adherence, commitment, appearance, communication ,,,,etc).
10. Call center overall performance.

o Planning and reporting performance.


Company Details

Simple Touch Software

Cairo, Egypt

51-100 employees

Business Supplies and Equipment

www.simpletouch-sw.net

Jun 2015 to Mar 2016 (9 months)
Call Center Supervisor at Etisal International Contact Center

Experience Details

Call Center Supervisor

Customer Service/Support

Experienced (Non-Manager)

• The production line operation in accordance with plant policies and
procedures
• Provide feedback for agent’s performance and training recommendations.
• Conduct employee performance reviews.
• Responsible for shift schedule to include: work station assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations in coordination with work force department.
• Coordinate with Human Resources for appropriate staffing levels.
• Schedule and conduct shift meetings.
• Responsible to meet shift production goals.
• Responsible for quality control. Make adjustments as necessary during shift to produce product within specifications. Reject product outside of specifications.
• Communicate with other Shift Supervisors and Plant Manager.
• Ensure a clean and safe work area.
• Assist in production as necessary.
• Other duties as assigned.
• Conduct one-on -one performance evaluations.
• Gather and analyze daily, monthly and yearly performance data.
• Motivation, leadership for the teams and developing future leaders.
• Conducting monthly managerial meeting discussing the overall performance and delivering the required feedback.
• Daily real time monitoring for: calls flow, service level, floor manpower.


Company Details

Etisal International Contact Center

Cairo, Egypt

More than 1000 employees

Consumer Services

Etisal-int.com

May 2014 to May 2015 (1 year)
Call Center Team Leader at Etisal International Contact Center

Experience Details

Call Center Team Leader

Customer Service/Support

Experienced (Non-Manager)

• Manage a team of call center agents.
• Be available to affect the entirety of the team's operations.
• Perform at least one monitoring evaluation with each agent in my team.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Coaching with constructive feedback.
• Develop the team (agent's skills and performance).
• Provide guidance in relation to call center standards policies and procedures.
• Ensure customer follow through is completed daily, report on service statistics, monitor and manage call volume and maintain monthly staffing schedules.
• Recording their suggestions.
• Resolving customer problem according to the company policies and procedures.
• Planning our targets and mandating our team to comply our goals.


Company Details

Etisal International Contact Center

Cairo, Egypt

N/A

Consumer Services

Etisal-int.com

May 2010 to May 2014 (4 years)
Call Center Tuter at Etisal International Contact Center

Experience Details

Call Center Tuter

Customer Service/Support

Experienced (Non-Manager)

• Supporting the training team by conducting product knowledge training for the new trainees.


Company Details

Etisal International Contact Center

Cairo, Egypt

N/A

Consumer Services

Etisal-int.com

Mar 2010 to May 2010 (2 months)
Customer Service Representative at Etisal International Contact Center

Experience Details

Customer Service Representative

Customer Service/Support

Experienced (Non-Manager)

• From July2008 till March 2010 working in Etisal International, (Etisalat Egypt); As a Customer Service Representative.

Job description:

• Answer phones and respond to customer requests. .
• Transfer customer calls to appropriate staff.
• Identify, research, and resolve customer delayed activation issues using the computer system.
• Follow-up on customer inquires not immediately resolved.
• Complete call logs and reports.
• Recommend process improvements.
• Other duties as assigned.

• From August-2007 till now working as a Senior Agent in ATS project (Super Card);

Job description:

• Solving customer's problems
• Agent training, performance.
• Handling hard calls.
• Delegated team leader
• Assigned for tasks from the client operations manager; observing the Agents
• Solve all kind of problems facing the agents or the work.


• From Mar -2007 till August-2007 working in Egyptian Contact Center Operator (ECCO); (Super Card) ATS; As a Customer Service Representative.


Company Details

Etisal International Contact Center

Cairo, Egypt

N/A

Consumer Services

Etisal-int.com

Jul 2008 to Feb 2010 (1 year 7 months)
Customer Service Representative at Egyptian Contact Center Operator (ECCO)

Experience Details

Customer Service Representative

Customer Service/Support

Experienced (Non-Manager)

• From August-2007 till June-2008 working as a Senior Agent in Egyptian Contact Center Operator (ECCO); ATS project (Super Card);

Job description:

• Solving customer's problems
• Agent training, performance.
• Handling hard calls.
• Delegated team leader
• Assigned for tasks from the client operations manager; observing the Agents
• Solve all kind of problems facing the agents or the work.


• From Mar -2007 till August-2007 working in Egyptian Contact Center Operator (ECCO); (Super Card) ATS; As a Customer Service Representative.


Company Details

Egyptian Contact Center Operator (ECCO)

Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Mar 2007 to Jun 2008 (1 year 3 months)

Education

BA in Accounting

Education Details

BA

Accounting

Cairo University, Egypt

C / Good / 65 - 75%

Accounting

N/A

Cairo University
2000 - 2005
Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Faculty of Commerce Cairo University, Egypt

Not specified

Accounting Dept

N/A

Faculty of Commerce Cairo University
2000 - 2005

Certifications

Certificate details

Basic Business Skills Acquisition (BBSA)

May 2006

95 out of 100

N/A

N/A

Basic Business Skills Acquisition (BBSA) Cairo, Egypt Sponsored by Future Generation Foundation (FGF)

• Developed Language & Compute

Training and Courses

Training/Course Details

• Developed Language & Computer skills • Enhanced Presentation &Project; Development skills • Acquired basic business skills including: marketing, sales, Banking, accounting, business correspondence & report writing.

Aug 2006

Cairo University., Egypt Sponsored by Future Generation Foundation (FGF)

,• May 14 – Aug 14 2006 Basic Business Skills Acquisition (BBSA) Cairo, Egypt Sponsored by Future Generation Foundation (FGF) Training • Developed Language & Computer skills • Enhanced Presentation &Project; Development skills • Acquired basic business skills including: marketing, sales, Banking, accounting, business correspondence & report writing.

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Last update 7 days ago.

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Profile Skills and Keywords

AccountingAdministrationAdministratorAdminstratorArabicBasic Business Skills Acquisition (BBSA)Business Supplies And EquipmentCall Center SupervisorCall Center Team LeaderCall Center TuterCommunicatorConsumer ServicesCreativeCustomer ServiceCustomer Service RepresentativeCustomer-orientedEnglishHard WorkerInternetInternet SearchingLeaderMicrosoft AccessMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft WordProject ManagementReadingSupport Developed Language & Computer Skills Enhanced Presentation &Project; Development Skills Acquired Basic Business Skills Including: Marketing, Sales, Banking, Accounting, Business Correspondence & Report Writing.

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

More than 7 years

Microsoft Access

Microsoft Access

: Advanced

: Extreme - I love it!

:

More than 7 years

Project Management

Project Management

: Intermediate

: High

:

More than 7 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Adminstrator

Adminstrator

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Communicator, Hard worker, Customer-oriented, Creative

Online Presence

https://eg.linkedin.com/in/rasha-magdy-6b6044120rasha.magdy.9250@facebook.com

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