Mohamed Salah El Din Sobhy

Xceed

• Contact Center Team LeaderFull Time

  Sep 2014 - Jan 2018 -3 yrs, 4 months

  Egypt , Giza

  • Job Details:• Provide and document performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management. • Appropriately address human resources issues, such as attendance and interpersonal conflicts in the workplace consults Department Manager and/or Human and Resources for guidance as needed. • Manage service levels based on client contract agreements. • Participate in the interviewing process and make hiring recommendations. • Improve customer satisfaction and call quality and productivity by monitoring and giving feedback. • Increase effectiveness of call monitoring by calibrating with the quality department. • Utilize reporting to manage improvements in individual, team and queue performance. • Take calls and handles escalated customer issues as needed. • Support the call center by participating in cross-functional meetings to give input on improvement opportunities. • Plan, organize, coordinate, maintain, and assure effective on-site and remote customer support services for desktop. • Assure the Technical Support Team is effective and efficient, meeting the needs of our users. • Provide technical, procedural and diagnostic training to Technical Support Team. • Meet schedules and deadlines, adheres to policies and procedures and maintains a good attendance/tardiness record.
• Contact Center Technical LeadFull Time

  Jan 2012 - Sep 2014 -2 yrs, 8 months

  Egypt , Giza

  • Job Details:• Responsible for the document control for the procedures used in the daily operations and updating them according to the COPC standards. • Responsible for the flow of information received from the client (TEData) and Account Management and communicate them within the operations. • Responsible for the periodical knowledge review (Focus Meetings) with the client. • Responsible for the call scenarios creation and updates. • Responsible for the floor management process in terms of any updates. • Responsible for the (Assist Team – WFR Team – CSI Team) report analysis. • Utilizes tools, resources, and information to help operations to plan effectively. • Propose new ideas and suggestions that are valuable for the client and the company or information flow within the operations. • Responsible for the Quality errors analysis, action plan and communication. • C-SAT and D-SAT analysis with coordination with the quality assurance. Ensure client satisfaction, both internally and externally, through positive, pleasant, professional and efficient handling of issues
• TrainerFull Time

  Jun 2011 - Jan 2012 -7 months

  Egypt , Giza

  • Job Details:• Designs, develops, coordinates, implements, delivers and evaluates training programs. • Delivering training on variety of topics (TE-Data Technical Knowledge, systems, Tools, Pre-IT, Soft Skills). • Ability to work independently, manage project time tables and goals, and the initiative to create and meet individual work plans. • Mentoring and coaching to performance gaps. • Designs system training manuals by identifying and describing information needs. • Develop the learning activities and assessment tools. • Provide management reports on effectiveness of training. • Follow up with trainees and supervisors 30 days after training to determine if the trainees changed their behaviors in the workplace. • Excellent verbal, written, analytical and preparation skills.
• Customer Service RepresentativeFull Time

  Mar 2011 - Jun 2011 -3 months

  Egypt , Cairo

  • Job Details:• Handle customer inquiries and complaints related to ADSL Technical Problems. over the phone providing the right and full information according to the call center guidelines. • Troubleshooting on technical related issues escalates the issues to appropriate channels should situation persist (hardware/software/network). • Resolve customer complaints and problems, within boundaries of authority, distributes issues for further escalation to appropriate persons/ teams. • Effectively interprets the needs of the customers, maintain and enhance standards of quality for the service offered. • Building a customer relationship/ partnership, which add value to the customer, leading to a long term profitable relationship Perform and Meeting the due dates for any other duties assigned by the management