Basic Info

Shaymaa Abdelmoniem

More than 15 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

Etisalat Vendor Management Senior Supervisor - Raya Call Center at Etisalat Misr

Experience Details

Etisalat Vendor Management Senior Supervisor - Raya Call Center

Customer Service/Support

Manager

• Establish strong, long term relationship with the vendor (Raya) and its management, and communicate on operational achievements and issues on a regular basis
• Responsible for solving all operational issues
• The focal point for any kind of communication with the vendor.
• Develop and specify account's operational short, long and annual objectives
• Initiate new ideas, technologies, and methodologies help to develop account and CC operation as well as the performance
• Ensure maintaining the quality standards in terms and customer satisfaction
• Plan manpower and select staff according to the required criteria.
• Analyze and evaluate operational results, take appropriate actions for improvement
• Develop project plan based on available resources, manage program implementation, ensure customer requirements are met on time & maintain effective client relations
• Manage and is responsible for ensuring smooth operation of contact center systems
• Communicate operational issues with concerned interface via the proper media to ensure the enhancement of the operation flow
• Identify Training requirements for new business and in coordination with Training team
• Improve quality performance to reach agreed targets in coordination with QA team


Company Details

Etisalat Misr (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Apr 2015 to present (1 year 8 months)
CRM Senior Supervisor - Customer Experience & Retention at Etisalat Misr

Experience Details

CRM Senior Supervisor - Customer Experience & Retention

Customer Service/Support

Experienced (Non-Manager)

• Provide a world class customer experience across all touch points and lifecycle stages.
• Create new methods to engage & delight customers, enticing preference towards Etisalat.
• Monitor & realize the financials benefits of maximizing the customer’s value.
• Communication and delivering feedback to concerned parties.
• Customer insights & VOC analysis


Company Details

Etisalat Misr

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Sep 2008 to Apr 2015 (6 years 7 months)
Personal Market Contact Center Supervisor at Etisalat

Experience Details

Personal Market Contact Center Supervisor

Customer Service/Support

Experienced (Non-Manager)

Team Activities;
• Leading team of ten members, coaching and developing their skills and qualifications.
• Daily side by side team members' monitoring while operating for upfront feedback.
• Monitor team daily, weekly and monthly Key Performance Indicators achievements.
• Perform monthly team & one to one meeting set action plans based on achievements.
• Follow up escalations to other departments, Quality feedback and Tickets rejection.
• Generate, review and validate team daily reports VS Workforce intraday reports.
• Identifying needed training, plan and provide sessions for staff development.
• Conducting team performance appraisal for the team

Management Activities;
• Ensure accurate information sharing by coordinating with communication team.
• Handling CSRs inquiries guiding them to search information engines independently
• Observing CSRs discipline and job requirements adherence preventing any obstacles
• Reporting seats problems' before shifts start to system coordination team.
• Handle any formal customers complaint received over the phone.
• Acting as a role model to encourage and motivate agents in spikes.
• Check floor PCs recorded system efficiency, and report problems.

Floor supervisor Activities;
• Monitor the Service Level.
• Escalate and follow up global problems and operations outages
• Deliver daily shift handover analysis report to CC managements.
• Assure adhering to the time management schedule and staff utilization.
Assignments;
• Calibration with quality assurance checking results to agree on area of improvement.
• Review new process to provide recommendations based on customers' feedback.
• SPOC to review new product and services needed requirements facilitate launch.
• SPOC for new P&S tests UAT "Users Acceptance Test" with the marketing team.
• Review new product and service Qs&As; before publishing.
• Initiate new ideas that for CSRs performance development.
• Knowledge Base information engine and process SPOC.
• Conduct phone screening interviews for the new comers.


Company Details

Etisalat

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Sep 2007 to Aug 2008 (11 months)
Personal Market Call Center Supervisor, Customer Service department. at Mobinil

Experience Details

Personal Market Call Center Supervisor, Customer Service department.

Customer Service/Support

Experienced (Non-Manager)

• In charge of the shift results, crises management and escalation, in coordination with the Work Force Management team and shift supervisors’.
• Communicating with all other departments/divisions handling shifts tasks as creating, uploading and communicated the daily briefings.
• Monitor calls volume and take appropriate action to enhance service level.
• Assuring team leaders and CSRs performing and adhering to daily tasks.
• Preparing customers’ voice, the planned and unplanned system actions daily and weekly reports.


Company Details

Mobinil (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2000 to Jul 2007 (7 years 6 months)

Achievements


Initiated 2016 new curriculum approach:
*Training Agenda Revamp : Revisit topics time slots VS complexity and redesign according to new delivery approach
*Training Material Revamp : New restructure divide the curriculum into rate plans linked to each related services, promo , process and system
*Training Delivery Revamp : Develop the delivery way combining the interactive end to end scenarios aside the training academic part
*Raya Trainers' Verification : Define trainers area of development echoed on their batches results to apply needed corrective action



More than 60 Initiatives targeting business development, in operation level and products designs, operation process

Continuous customer satisfaction trend enhancement

Repetitive caller project & work load reduction


Vantive application revamp
Up-selling and cross selling operation revenue generation project
New comers shadowing SPOC



Excellent grade A+ strategic marketing project MBA Excellent grade A+ Advertising & Marketing project - University Graduation Project

Education

MBA in Marketing

Education Details

MBA

Marketing, Business Administration

Arab Academy for Science and Technology and Maritime Transport, Egypt

B / Very Good / 75 - 85%

International Marketing Market Research Strategic Management Channel Marketing Contemporary Management Economics Financial Management Accounting Statistics

N/A

Arab Academy for Science and Technology and Maritime Transport
2009 - 2011
• BA, Tourism and Hotels, Tourism Section in Tourism Section

Education Details

• BA, Tourism and Hotels, Tourism Section

Tourism Section

• BA, Tourism and Hotels,, Egypt

B / Very Good / 75 - 85%

N/A

N/A

• BA, Tourism and Hotels,
1995 - 1999
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Heliopolis Idyllic School

Egypt

1995

A / Excellent / 85 -100%

N/A

Heliopolis Idyllic School
1995

Certifications

Certificate details

Business Management Orientation -High Potential Program

Jan 2014

N/A

N/A

N/A

The American University in Cairo

N/A

Training and Courses

Training/Course Details

English Course

Jul 2007

British Counsil

1995-1999 • English course at Defense Language Institute. • Computer courses, Windows, Microsoft Office Word, Excel and Power Point 2005- To 2007 • English course at The British Council • (General English – Reached Pre-Advanced level) • (Conversation – Finished the final level).

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Last update more than 1 months ago.

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Profile Skills and Keywords

AnalyticalBusiness AdministrationBusiness Management Orientation -High Potential ProgramCRM Senior Supervisor - Customer Experience & RetentionCustomer ExperienceCustomer ServiceCustomer-orientedEnglishEnglish CourseEtisalat MisrEtisalat Vendor Management Senior Supervisor - Raya Call CenterInitiativeLeaderMarketingMobinilPersonal Market Call Center Supervisor, Customer Service Department.Personal Market Contact Center SupervisorProblem SolverSocial ActivitiesSupportTelecommunicationsTourism Section

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Fields of Expertise

Customer Service

Customer Service

: Expert

: High

:

More than 7 years

Customer Experience

Customer Experience

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Customer-oriented, Initiative, Problem Solver

Online Presence

https://www.linkedin.com/in/shaymaa-gaafar-mba-1374b282?trk=nav_responsive_tab_profileshaymaa gaafar

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