Basic Info

Raouf Aziz

12 years

Cairo Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

Team Leader at SKi Egypt

Experience Details

Team Leader

Customer Service/Support

Manager

• Provide daily direction and communication to employees so that customers, needs are met in a timely, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Write and administers performance reviews for skill improvement.
• Available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Create and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy.
• Create staff monthly schedule & manage real time.


Company Details

SKi Egypt (multinational)

Cairo, Egypt

101-500 employees

Entertainment

N/A

Aug 2016 to Oct 2016 (2 months)
Team Leader/Technical Leader at Xceed

Experience Details

Team Leader/Technical Leader

Customer Service/Support, Sales/Retail, Education/Teaching

Manager

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Write and administers performance reviews for skill improvement.
• Available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Create and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy.
• Manage Information availability flow from the client to agent & vice versa.
• Developed a system and call scripts to facilitate the efficient management of call volume.
• Delivered daily briefings & training sessions.
• Created & developed needed reports/analysis to improve product, support quality and agents’ knowledge.
• Audited both agents & team leaders to confirm their awareness of clients’ products, services and promotions.
• Provided agents and team leaders with necessary tools to resolve customers’ escalations.


Company Details

Xceed (multinational)

Cairo, Egypt

501-1000 employees

Outsourcing/Offshoring , Consumer Services

www.Xceedcc.com

Nov 2007 to Aug 2016 (8 years 9 months)
Tier 2 Agent at Xceed

Experience Details

Tier 2 Agent

Customer Service/Support, Sales/Retail, Education/Teaching

Experienced (Non-Manager)

1. Help Tier 1 agents resolving customer's issues
2. Resolve escalations received from Tier 1 Agents


Company Details

Xceed (multinational)

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring , Consumer Services

www.Xceedcc.com

Dec 2005 to Nov 2006 (11 months)
Customer Service Representitive at Xceed

Experience Details

Customer Service Representitive

Customer Service/Support, Sales/Retail, Education/Teaching

Entry Level

Answer Phone calls & Reply to emails & Faxes


Company Details

Xceed (multinational)

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring , Consumer Services

www.Xceedcc.com

Jul 2004 to Dec 2005 (1 year 5 months)
Tour Operator at Flash Tours

Experience Details

Tour Operator

Tourism/Travel

Entry Level

Help Tourists to reach their Hotels


Company Details

Flash Tours

Egypt

N/A

Travel and Tourism

N/A

Apr 2005 to Jul 2005 (3 months)

Achievements


N/A


Technical Leader of the year.
Recognition certificate for Hard work.
Recognition certificate for Innovation.


I traveled to CZ Republic as a Representative of Xceed for Mircosoft


Agent of the month for 3 monthes


N/A


CCNA, MCSA & MCSE

Education

Bachelor's in Spanish

Education Details

Bachelor's

Spanish

Faculty of Alsun, Ain Shams university, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Alsun, Ain Shams university
1999 - 2003
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Tawfekeya

Egypt

1999

A / Excellent / 85 -100%

N/A

Al Tawfekeya
1999

Certifications

Certificate details

Leadership & Management Track

Dec 2011

N/A

N/A

N/A

AB Associates

Passed

Certificate details

English 5th Level

May 2008

N/A

N/A

N/A

Berlitz

Passed

Certificate details

Leadership skills

Nov 2007

N/A

N/A

N/A

N/A

Certificate details

DELE (Spanish TOEFL)

May 2003

N/A

N/A

N/A

Spanish Institute in Cairo

N/A

MCSA
Jun 2015

Certificate details

MCSA

Jun 2015

N/A

N/A

N/A

Microsoft

MSCA Windows Server 2012

Certificate details

CCNA Routing & Switching

Jul 2015

N/A

N/A

N/A

Cisco

N/A

Certificate details

MCSE Infrastructure

Aug 2015

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Leadership & Management Track

Dec 2011

AB Associates

Effective Management Skills Creative Problem Solving Modification for Operational Success Organizational Culture for Success Coaching & Staff development

Training/Course Details

Six Sigma Yellow Belt

Dec 2011

N/A

N/A

Training/Course Details

Installing and Configuring Windows Server 2012

May 2015

Computek

Installing and Configuring Windows Server 2012 (70-410)

Training/Course Details

Administering Windows Server 2012

Jun 2015

Computek

Administering Windows Server 2012 (70-411)

Training/Course Details

Configuring Advanced Windows Server 2012 Services

Jun 2015

Computek

Configuring Advanced Windows Server 2012 Services (70-412)

Training/Course Details

Designing and Implementing a Server Infrastructure

Jun 2015

Computek

Designing and Implementing a Server Infrastructure (70-413)

Training/Course Details

Implementing an Advanced Server Infrastructure

Jul 2015

Computek

Implementing an Advanced Server Infrastructure (70-414)

Training/Course Details

CCNA Routing & Switching

Jul 2015

Computek

CCNA Routing & Switching (200-120)

Training/Course Details

Leadership skills

Oct 2016

MAF Ventures

N/A

Training/Course Details

Health & Safety

Sep 2016

MAF Ventures

N/A

This profile is fresh!
Last update 7 days ago.

Jobseeker photo

Profile Skills and Keywords

Administering Windows Server 2012AnalyticalArabicBusiness AnalysisBusiness DevelopmentCCNA Routing & SwitchingCall CenterConfiguring Advanced Windows Server 2012 ServicesConsumer ServicesCustomer ServiceCustomer Service RepresentitiveDELE (Spanish TOEFL)Designing And Implementing A Server InfrastructureEnglishEnglish 5th LevelEntertainmentGODHealth & SafetyImplementing An Advanced Server InfrastructureInitiativeInnovativeInstalling And Configuring Windows Server 2012Internet ResearchLeadership & Management TrackLeadership SkillsMCSAMCSE InfrastructureMicrosoft OfficeMicrosoft WindowsMusicMy WifeNatureOffshoringOutsourcingPersistentRetailSKi EgyptSalesSix Sigma Yellow BeltSpanishSupportSupportiveTeam LeaderTeam Leader/Technical LeaderTechnical SupportTechnologyTier 2 AgentTour OperatorTourismTrainingTranslationTravelTravel And TourismXceed

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Spanish

Spanish

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Call Center

Call Center

: Expert

: High

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Internet Research

Internet Research

: Advanced

: High

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Advanced

: High

:

More than 7 years

Fields of Expertise

Call Center

Call Center

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: High

:

More than 7 years

Business Analysis

Business Analysis

: Advanced

: Extreme - I love it!

:

More than 7 years

Technical Support

Technical Support

: Advanced

: High

:

5-7 years

Training

Training

: Advanced

: High

:

5-7 years

Tourism

Tourism

: Intermediate

: Medium

:

Less than 1 year

Translation

Translation

: Intermediate

: Medium

:

Less than 1 year

Key Skills

Analytical, Initiative, Innovative, Persistent, Supportive

Online Presence

https://www.linkedin.com/pub/raouf-aziz/51/74a/396www.facebook.com/razizwww.twitter.com/ra00773

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