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Yasmein khairy Mohamed

Team Leader Assistant plus Quality Responsibilities , Etisalat UAE , Business Account at Raya Contact Center

Heliopolis, Cairo, Egypt

Work Experience

Etisalat Misr

  • senior business analyestFull Time

    Jul 2023 - Present -2 yrs

    Egypt , Cairo

    • Solution ArchitectFull Time

      Jul 2022 - Jul 2023 -1 yr

      Egypt , Cairo

    • Business AnalystFull Time

      Aman E-Payment

      Oct 2020 - Present -4 yrs, 9 months

      Egypt , Cairo

      • Business Operation AdminFull Time

        AMAN for E-Payment

        Aug 2019 - Present -5 yrs, 11 months

        Egypt , Cairo

        • Job Details:• Defining the scope of the project in collaboration with the direct Manager. • Creating a detailed work plan which identifies and sequences the activities needed to successfully complete the project. • Determining the resources (time, money, equipment, individuals, etc.) required to complete the project. • Developing a schedule for project completion that effectively allocates the resources to the activities. • Reviewing the project schedule with the direct Manager and all other staff that will be affected by the project activities; revising the schedule as required. • Developing forms and records to document project activities. • Setting up files to ensure that all project information is appropriately documented and secured. • Monitoring and reporting the progress of projects. • Establishing a communication schedule to update stakeholders in the organization on the progress of projects.
      • Team Leader Assistant plus Quality Responsibilities , Etisalat UAE , Business AccountFull Time

        Raya Contact Center

        Feb 2018 - Present -7 yrs, 5 months

        Egypt , Cairo

        • Job Details:• Answering customers' inquires, Booking complaints • Escalating complicated complaints to the concerned department. • Responsible for achieving customer effort. • Doing tasks as following team to achieve customers' satisfaction. • Delegating tasks as the team leader " Team Leader Assistant " includes Quality responsibilities • Monitor remote/side by side calls. • Remark calls quality wise ,soft skills and communication skills wise • Coaching agents for error • Delivering training sessions and orientation sessions for updates and repeated Errors • Monitor the bad ratings calls and analyse. • Analyse quality scores , repeated Errors ,behaviour improvement of agents. • Share the action plans and analyses • Summarize the feedback for agents in meeting • Other responsibilities as assigned
      • Education

        • College Diploma in Call Center

          telecommunication Ministry

          Jan 2015 

        • College Diploma in Web Development

          telecommunication Ministry

          Jan 2013 - Jan 2013 - 0 Month

        • Bachelor's Degree in computer science

          Minia University

          Jan 2010 

        Achievements

        • Graduation Project : Structure Civil and Designing Real Estates - Web site for contracting online - Use ASP.net 2008 , SQL 2008 • Pharmacy : system pharmacy - use C# ,sql 2008 • Pharmacy Documentation : Documentation of pharmacy system - software engineering • Student affairs: system of student affairs - use access • Shopping website: website for shopping - use HTML4 • Management Projects: website for Programing Projects -usa SQL 2008 ,ASP.net 2008

        Skills

        • Microsoft Office
        • Call Center
        • ITI diploma
        • MBA
        • Business Analysis
        • Business Analytics

        Languages

        • English

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