Basic Info

Sarah elmissiry

6 years

Alexandria, Egypt

Bachelor's Degree

Manager

Work Experience

Associate manager at Sutherland global Services

Experience Details

Associate manager

Customer Service/Support

Manager

Managing a team that deals with customer recovery procedures, NPS analysis, retail attrition analysis and categorization of surveys.
Pro-Active support of CRMs, remedy ticketing systems.


Company Details

Sutherland global Services

Dubai, United Arab Emirates

More than 1000 employees

Outsourcing/Offshoring

Sutherland global services.com

Feb 2015 to Jul 2016 (1 year 5 months)
Team manager at Sutherland global services

Experience Details

Team manager

Operations/Management

Experienced (Non-Manager)

To be accountable for coaching, leading and motivating a team of up to 21 ad visors/agents, coordinating activities in line with the department targets and performance levels, whilst continually looking at potential improvements to departmental processes.

1. Team Coaching and Development
• Develop team members through monthly coaching, the provision of on target feedback, counseling and recognition.
• Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.

2. Team Support
• Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
• Ensure efficient and effective dissemination and communication of information to team members
3. Customer Support
• Ensure the delivery of the customer experience to customers in accordance with current standards through monthly coaching sessions.
• Be a point of escalation in the handling of customer queries and complaints to the point of resolution
• Maintain an up to date personal and team knowledge of products and services.
• Be responsible for the real time activity and agent productivity within the Contact Center.

4. Leadership
• Participate in the preparation and implementation of operational plans
• Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.


Company Details

Sutherland global services (multinational)

Egypt

501-1000 employees

Information Technology Services, Outsourcing/Offshoring

Sutherlandglobalservices.com

Jan 2013 to Feb 2015 (2 years 1 month)
Quality analyst at Sutherland Global Services

Experience Details

Quality analyst

Quality

Experienced (Non-Manager)

part of the SQMS team.

Skills acquired from technical support:
Remedy ticketing system.
MAC operating system along with Mac mail.
The use of Citrix applications.

- EWATEC (Environmental and Water Engineering consultant).
- Medicom (Middle East for development and investment).


Company Details

Sutherland Global Services

Egypt

More then 1000 employees

Information Technology Services

N/A

Jun 2011 to Dec 2012 (1 year 6 months)
Escalation and support team at Bell

Experience Details

Escalation and support team

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Bell

Egypt

More then 1000 employees

Information Technology Services

N/A

Mar 2012 to Sep 2012 (6 months)
Technical support associate at Sutherland Global Services

Experience Details

Technical support associate

Customer Service/Support

Entry Level

N/A


Company Details

Sutherland Global Services

Egypt

More then 1000 employees

Information Technology Services

N/A

Jun 2011 to Mar 2012 (9 months)
Assisstant in export division at United group egypt

Experience Details

Assisstant in export division

Administration

Entry Level

i mostly deal with filing , checking documents and dealing with printings , sending faxes , emails answering phone calls,a part of my job deals with computer researches and a whole deal of translation.


Company Details

United group egypt

Egypt

N/A

Chemicals

N/A

Oct 2009 to Jun 2010 (8 months)
Trainee at EWATEC

Experience Details

Trainee

Analyst/Research

Entry Level

environmental and water egineering consultant , writing environmental reports for varying companies .


Company Details

EWATEC

Egypt

11-50 employees

Environmental Services

N/A

Sep 2009 to Jan 2009 (8 month)
Trainee (intern) at Middor

Experience Details

Trainee (intern)

Engineering - Other

Student

N/A


Company Details

Middor

Egypt

N/A

Chemicals

N/A

Jul 2006 to Jan 2006 (6 month)

Education

Bachelor's Degree in chemical engineering

Education Details

Bachelor's Degree

chemical engineering

Alexandria University, Egypt

C / Good / 65 - 75%

N/A

N/A

Alexandria University
2004 - 2009
This profile is fresh!
Last update 17 days ago.

Jobseeker photo

Profile Skills and Keywords

AdministrationArabicAssisstant In Export DivisionAssociate ManagerBusiness-orientedChemical EngineeringChemicalsCinemaCustomer ServiceCustomer-orientedEnglishEnvironmental ServicesEscalation And Support TeamEz CrmFrenchInformation Technology ServicesInitiativeLeaderManagementMicrosofot Office ToolsOffshoringOracle ErpOutsourcingQualityQuality AnalystQuality AssuranceQuality ControlReadingRemedy Tticeting Systems TmngResearchSportsSupportSupportiveSutherland Global ServicesTeam ManagerTechnical SupportTechnical Support AssociateTraineeTraveling

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsofot office tools

Microsofot office tools

: Expert

: Extreme - I love it!

:

More than 7 years

Ez crm

Ez crm

: Advanced

: Extreme - I love it!

:

3-5 years

Oracle erp

Oracle erp

: Intermediate

: High

:

3-5 years

Remedy tticeting systems tmng

Remedy tticeting systems tmng

: Intermediate

: High

:

3-5 years

Fields of Expertise

Customer service

Customer service

: Advanced

: High

:

5-7 years

Quality

Quality

: Advanced

: Extreme - I love it!

:

3-5 years

Technical support

Technical support

: Intermediate

: High

:

3-5 years

Key Skills

Leader, Business-oriented, Customer-oriented, Initiative, Supportive

Online Presence

https://eg.linkedin.com/in/sarah-elmissiry-020b7916https://www.facebook.com/sarah.missiry?ref=tn_tnmnhttps://twitter.com/sarahelmissiry

Ambitious !

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