Basic Info

Mohamed Salah EL Din

5 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Team Leader at Xceedcc

Experience Details

Team Leader

Customer Service/Support

Experienced (Non-Manager)

• Lead a team of agents, ensuring performance standards are set and monitored and all KPI’s are reached
• Manage, motivate and develop a team of technical support agents
• Conduct monthly and annual reviews implementing new ways of working if required to enhance performance
• Work with the senior management team, taking responsibility of compiling report clearly demonstrating performance against targets
• Taking responsibility of all operational aspects to the team and staffing requirements
• Maintain a exceptional standards meeting all KPI’s and adhering to all business standards


Company Details

Xceedcc

Giza, Egypt

More than 1000 employees

Consumer Services

N/A

Sep 2014 to present (2 years 3 months)
Technical lead at Xceedcc

Experience Details

Technical lead

Customer Service/Support

Experienced (Non-Manager)

• The vocal point between Xceed and our client (TE-Data).
• Build a strong relation between xceed and our client.
• Support the client in designing some process and add value by suggesting new ideas and new troubleshooting steps.
• Working on the customer satisfaction through the survey results and correlate it with the quality results for the agents.
• The Info owner at the account responsible to deliver all the new info or update to the agents and to the leaders.
• Weekly and monthly analysis for the quality performance and manage the action planes that required to improve it.


Company Details

Xceedcc

Giza, Egypt

N/A

Consumer Services

N/A

Jan 2012 to Sep 2014 (2 years 8 months)
Trainer at Xceedcc

Experience Details

Trainer

Customer Service/Support

Experienced (Non-Manager)

• Certified TTT (Train The Trainers) deliver with the training team any need training about new product or soft skills training.

• Managing the training outline for TE-Data Technical account


Company Details

Xceedcc

Giza, Egypt

N/A

Consumer Services

N/A

Jun 2011 to Jan 2012 (7 months)
Customer Service Representative at Link dot Net

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

Handling and solve all technical and billing DSL problems for link dot Net customers:
1- Technical problems
2- Billing & Sales problems


Company Details

Link dot Net

Cairo, Egypt

More than 1000 employees

Internet/E-commerce

N/A

Feb 2010 to Mar 2011 (1 year 0 month)

Achievements


suggest an action plan for the survey with the below points:
1- Awareness session for the agents with type of customer and the keys to handle every one.
2- daily coaching for the survey to the agents after collect a coaching team i order to make the agents avoid his errors that may make the customer unsatisfied.

This is lead to increase the survey numbers for the account.


There were a big gap at the information between our agents and TE-Data agents and my responsibility as a technical lead is to close this gap so:

1- I did an organized knowledge base managed and created by me in order to let the agents find always the reference that they need any info or any new update already updated on this KB.

2- daily Briefing system with monthly skill verification to make sure from the agents info which lead to increase our CTC metric and we hit the target at 2 months and meet the company projection.

3- i build rapport and a strong communication with the client as this thing was missed between us this is support me to handle a lot of things such i added a lot of new process and info related to the technical TE-data products and the client already worked with my KB which is a great for me


1- Create training outline for TE-data technical account in order to mange the trainers and make sure that the agreed product will be delivered in the agreed time.

2- Suggest new plane with my colleagues called "integration" after training and simply its one month after training one leader with 5 peer mentors will test and monitor the new hires before the certification and coach them on daily bases and when the agent join the operation it make the floor environment easy for him.


Education

Bachelor's Degree in Law

Education Details

Bachelor's Degree

Law

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2005 - 2009

Certifications

MSCE
Apr 2008

Certificate details

MSCE

Apr 2008

N/A

N/A

N/A

N/A

Certificate details

TTT (Train the trainers)

Jul 2011

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Basic Business Skills Acquisition (BBSA) Cairo, Egypt

Jan 2010

FGF

1-Developed Language and Computer Skills 2- Enhanced Presentation & Project Development Skills 3- Acquired Basic Business Skills including: Marketing, Sales, Customer service Business Correspondence

Training/Course Details

Effective Management

Mar 2013

dale carnegie

N/A

This profile is fresh!
Last update 4 days ago.

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Profile Skills and Keywords

AnalyticalBasic Business Skills Acquisition (BBSA) Cairo, EgyptCall CenterConsumer ServicesCreativeCustomer ServiceCustomer Service RepresentativeE-commerceEffective ManagementEnglishHard WorkerInternetLawLeaderMSCEPlannerQualitySupportTTT (Train The Trainers)Team LeaderTechnical LeadTrainerTraining

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Fields of Expertise

Call Center

Call Center

: Advanced

: High

:

5-7 years

Training

Training

: Advanced

: Extreme - I love it!

:

1-3 years

Quality

Quality

: Advanced

: High

:

3-5 years

Key Skills

Analytical, Leader, Planner, Hard worker, Creative

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